CRMKnowledge provided core user training to our marketing and sales team as well as bespoke consultancy on best practice for Dynamics CRM online and ClickDimensions to the CRM adoption project team as it was being on-boarded to the business. We found their extensive knowledge of the system and it’s real world use invaluable in the decision making process during the project.

Charles Creswell. Head of Information Systems, ACT

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NEW COURSE
Dynamics 365 / CRM 2016 - new features

Course code
CRMKCRM2016NEW
RRP
£1295 - one company pricing
Audience
This course is a CRM development course intended primarily for partners and customers who have a technical background and familiarity with Microsoft Dynamics CRM online
Sure Step
Masterclasses (also Operation , Dynamics CRM and Sales , Dynamics CRM and Marketing , Dynamics CRM and Customer Service ) (about this)
Available as
Classroom course POA Enquire

Classroom course dates · 1 day prices exclude VAT

We currently don't have any dates scheduled for this course. If you are interested in attending this course, please enquire and we can add you to the course waiting list or get in touch to arrange a suitable date.

Most of our courses are available on a one-company basis and can usually be customised to your specific needs. Please contact us for more information.

Is this the right course for you?

Peter says:

Microsoft Dynamics 365 / CRM 2016 is a fast moving software platform. In 2016 there was a series of highly significant additions to the stack. This course provides CRM consultants, sales teams and project managers with a day spent understanding the changes and what they mean for customer solutions.

When is this course most useful?

This course is most useful during these Sure Step phases:

This course is most useful for CRM sales, functional consultants and project managers.

Course overview

Print this overview
Microsoft have invested heavily in their CRM platform over the last few years. 2016 saw a raft of new technology arrive in Dynamics 365 / CRM online. Many partners, clients and consultants are still getting to grips with new features in Projects, Service and Portals. This one day workshop is designed to bring teams up to speed with whats new and why the change is important.

Course Outline

Module 1: The Dynamics 365/CRM online stack - a review of recent acquisitions and integrations


Microsoft Dynamics 365 / CRM online has been dramatically extended in the last few years. Some additions and changes have simply been missed by teams and consultants. This session intends to make sure everyone has at least a reference to the significant changes.

Lessons

Additional platforms added by Microsoft

Key Office 365 integrations

Additional solutions now available as standard


After completing this module, students will be able to:

Identify additional platforms available from Microsoft

Identify Office 365 components available to integrate with

Identify and locate Microsoft Dynamics 365 / CRM

Identify which components are exclusive to Microsoft Dynamics 365 / CRM online

 

Module 2: The Office 365 add-ons

Office 365 offers CRM a whole suite of collaborative tools in addition to being the home of Dynamics CRM online. It's important to know what options are available when considering extending or building a Dynamics 365 / CRM solution.

Lessons

Sharepoint - a reminder

OnDrive integration

OneNote integration

Office Groups integration

The new Outlook app

Module 3: Project Services

Project Services is a major addition to Dynamics 365 / CRM and Microsoft expects that this core functionality will not provide clients with a new set of valuable functions that will make Dynamics 365 / CRM a must be considered platform for PSA providers.

Lessons

Setting up and configuring Project Services

Understanding the product catalog and pricing model

Understanding the Sales Process and Projects

Planning a Project

Resourcing a Project

Project reporting

 

Module 3: Field Services

Microsoft purchased FieldOne to plug a gap in functionality for scheduling and managing field based services. The integration of the CRM friendly software solution happened quickly and now users can acquire Field Services licences quickly and easily from Office 365. But, what does it actually provide. In this session we intend to provide a detailed overview of what is and isn't possible from Field Services.

Lessons

Configuring Field Service - priority items

Resources and Skills

Changes to Case model

Changes to Opportunity model

Work order process

RTV and RMA

Scheduling and Managing work

 

Module 4: Portal Services

Microsoft purchased ADX Studios' Portal and immediately gained a well integrated and solid peice of technology that extended CRM functionality to non-CRM users via an Internet portal. In this session we look at what is immediately available to clients who can purchase portals from the Office 365 store and consider the capabilities of the Portal technology.

Lessons

The licence model and considerations

The architecture behind the portal

Contact log in processes

Case registration via the portal

Content management via the portal