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Dynamics 365 introduction and functional
- 2. Courses Introduction to Microsoft Dynamics 365 Functional Customer Service Sales Management Marketing Customization and Configuration Extending Microsoft Dynamics 365
- 3. CRM Basics What is CRM ? Customer relationship management Pre-Packaged Handles Sales, Service and Marketing modules Allows you to customize Written using .Net. Can use .Net to extend Upgradable Why do we use CRM? Saves time and money Rapid deployment Provides inbuilt functionality such as Unified UI, storage, security, search, duplicate detection, auditing, multi-lingual, multi-currency, workflows, web services Differences b/w CRM and ERP Deployment Models Online or Cloud On-Premise
- 4. Why Dynamics 365? Fastest growing CRM in the market ahead of Salesforce Dynamics 365 annual revenue growth : 67% Cheaper than Salesforce Dynamics 365 Customer Engagement Plan: $115/user/month Salesforce Sales + Service : $175/user/month Better Integration with other Microsoft products such as Office, Windows,Azure, Exchange Based on familiar .Net technology Sources: https://news.microsoft.com/2018/01/31/microsoft-cloud-growth- fuels-second-quarter-results/ https://www.encorebusiness.com/blog/dynamics-365-vs-salesforce- pricing/
- 5. Modules
- 6. Difference between On-premise and Online deployments? OnPremise Online Infrastructure needs to be hosted locally on company’s servers Microsoft infrastrure. In most cases costly. Cheaper only for Large organizations having thousands of users. Cheaper for most the firms as it avoids hardware costs, software licensing costs, administration overheads and maintenance Product should be bought upfront by paying complete amount. Per user per month basis More privacy as data is hosted locally within company’s control Privacy is the issue because data is hosted on Microsoft servers.There can be regulatory restrictions on hosting third party vendors. Security should be handled by the company MS takes care of security including the OS, database and other software Difficult to scale, Waste of system resources if bought early. Easy to scale as per demand. Resource optimization as resources are shared. Total Cost = CRM Server Cost + No. of Users * CAL (Client Access License for each user)
- 7. Basics Entity Model Types of Entities System Entities Custom Entities Customer Entities Contacts Accounts Activity Entities Email Task Appointment Phone Call Service Activity How entities are related? Lab
- 8. Basics Notes andAttachments Finding data in CRM Quick Find Advanced Find PersonalViews Global Search Relevance Search Lab
- 10. Service Case Management Configure Queues and Subjects KB Article Service Management Routing Rules Parent & Child Case Settings
- 11. Service Entitlements SLAs Holiday Schedules Service Configuration Settings Introduction to Unified Service Desk
- 13. Marketing Entities Leads Marketing Lists StaticVs. Dynamic Marketing Lists Lab
- 14. Campaign Entity Campaign CampaignActivity Campaign Response Campaign Response to Lead Quick Campaign Lab
- 15. Microsoft Dynamics Marketing Visual Campaign Designer Marketing Calendar How to integrate CRM with MDM? Dynamics Marketing Connector for CRM 2015 UsingAzure Service Bus MDM IntegrationConfiguration
- 16. Sales Management in Dynamics 365
- 17. Sales flow and Business Processes Lead Opportunity Product Catalog ( Unit Group, Discount List, Product, Price List) Quote Order Invoice Sales Literature etc.