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Application Skills in Microsoft Dynamics CRM 2013

Target Audience
Expected Duration
Lesson Objectives
Course Number

Microsoft Dynamics CRM 2013 is a Customer Relationship Management application with an in-built platform designed to facilitate it being customized and extended to meet a broad range of requirements. In this course, you will get an introduction to the system navigation and basic features. The course also teaches you how to work with the Microsoft Dynamics CRM 2013 Outlook Client, various ways to automate business processes, integrating your e-mails with CRM 2013, and creating your own custom queries using advanced find.

Target Audience
Individuals who plan to use, implement or support Microsoft Dynamics CRM 2013 and the CRM 2013 Outlook Client in their organization.


Expected Duration (hours)

Lesson Objectives

Application Skills in Microsoft Dynamics CRM 2013

  • start the course
  • understand the different CRM modules and their primary entities
  • navigate the CRM 2013 web client
  • create and manage Account and Contact records
  • work with the different activity records
  • use connections to represent the relationships between different records in the system
  • install the Outlook Client for CRM 2013
  • navigate your way around the Outlook Client
  • configure synchronization rules in Outlook
  • synchronize your existing contacts with CRM
  • track your tasks and appointments from Outlook to CRM
  • set up offline functionality for CRM
  • configure the way in which your CRM Outlook client behaves
  • configure e-mail related personal system settings
  • track your e-mails against CRM entities
  • convert your e-mails to leads, cases, and opportunities
  • use tracking tokens and smart matching to automatically link e-mails to records
  • add content to your e-mails using templates, sales literature, and articles
  • create a basic background or asynchronous workflow
  • create a real-time or synchronous workflow
  • create a basic dialog
  • create a conditional branch in a dialog
  • create a dialog that queries CRM data
  • use system jobs to manage and monitor background processes
  • monitor real-time processes
  • create an Advanced Find query that shows fields across multiple entities
  • create an advanced find query that filters fields across multiple entities
  • create a workflow to welcome new contacts
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