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Microsoft Dynamics CRM 2013 Boot Camp

Learn to implement, manage and use Microsoft Dynamics CRM 2013

GK# 6558

$2795 - $2995 CAD

Enroll Request Group Training

Course Overview


In this boot camp, you will gain the skills and knowledge needed to successfully implement, manage, and use Microsoft Dynamics CRM 2013. It consists of three Microsoft courses:

Sales Management in Microsoft Dynamics CRM 2013 (M80546):

This module introduces the capabilities of Microsoft Dynamics CRM 2013 Sales Management for successfully tracking and managing the sales process. It provides insight on sales process information and introduces the tools available to analyze and report on sales information.  

Customer Service Management in Microsoft Dynamics CRM 2013 (M80545):

This module introduces techniques for nurturing customer satisfaction through business process automation as well as customer service and service scheduling capabilities.     

Customization and Configuration in Microsoft Dynamics CRM 2013 (M80542):

This module describes techniques required to customize Microsoft Dynamics CRM 2013 for your business. Security, creation, and configuration of entities, design of forms views and charts, auditing, and solutions are included in this module.

This course incorporates content from Microsoft Dynamics Courses:

  • Sales Management in Microsoft Dynamics CRM 2013 (M80546)
  • Customer Service Management in Microsoft Dynamics CRM 2013 (M80545)
  • Customization and Configuration in Microsoft Dynamics CRM 2013 (M80542)

This course can assist you in your preparation for the following Microsoft Specialist exams:

  • Exam MB2-700: Microsoft Dynamics CRM 2013 Applications
  • Exam MB2-703: Microsoft Dynamics CRM 2013 Customization and Configuration


This course is part of the following programs or tracks:

  • Microsoft Specialist: Dynamics CRM 2013 Applications
  • Microsoft Specialist: Dynamics CRM 2013 Customization and Configuration


  • Delivery Format:
  • Date:
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What You'll Learn

  • Nurturing customer relationships through business process automation
  • The customer service and scheduling features of Microsoft Dynamics CRM 2013
  • Sale process information and the tools required for analyzing and reporting sales information
  • Customizing and Configuring Dynamics CRM 2013


Viewing outline for:

Classroom Live Outline

Sales Management in Microsoft Dynamics CRM 2013:

1. Introduction to Sales Management

  • Customer Scenarios
  • Basic Record Types

2. Lead Management

  • Lead to Opportunity Process Form and Process Ribbon
  • Convert Activity Records to Leads
  • Qualifying and Disqualifying Leads
  • Create, Maintain, and Use Sales Literature
  • Create, Maintain, and Use Competitors
  • Create a New Lead Record
  • Disqualify the Lead Record

3. Working with Opportunity Records

  • Create Opportunities and Work with Opportunity Form
  • Changing Opportunity Status

4. Working with the Product Catalog

  • The Microsoft Dynamics CRM Product Catalog
  • Unit Groups
  • Adding and Maintaining Products
  • Creating, Maintaining, and Using Price Lists
  • Currency Management
  • Creating a Price List
  • Create a Test Opportunity Record and Add a Price List
  • Create Currency
  • Create a Unit Group associated with the Currency
  • Create a Product
  • Create a Price List and Price List Item Tied to the Currency.

5. Sales Order Processing

  • Adding Line Items (Opportunity Products) to Opportunities
  • Quote Management
  • Working with Orders
  • Working with Invoices

6. Metrics and Goals

  • Configuring Goal Metrics
  • Configuring Fiscal Periods
  • Creating and Assigning Goal Records
  • Creating and Recalculating Parent and Child Goal Records
  • Creating a Rollup Query
  • Implement a Goal Metric

7. Sales Analysis

  • Running Built-in Reports
  • Exporting Sales Information to Excel
  • Working with Charts and Dashboards
  • Working with System Charts from the Opportunity List
  • Working with Dashboards
  • Create a New Dashboard in the Workplace
  • Sharing Dashboards, Charts, and Advanced Find Queries
  • Create an Advanced Find Query
  • Create a Chart
  • Create a Dashboard and Add the Advanced Find Query and Chart to It
  • Share the Dashboard

Customer Service in Microsoft Dynamics CRM 2013:

1. Introduction

  • Customer Scenarios
  • Customer Service Entities and Record Types

2. Cases

  • Creating Case Records
  • Understanding the Process Ribbon and Menu Options
  • Case Resolution, Canceling and Deleting
  • Assigning Case Records
  • Other Actions on Cases From Forms and Views
  • Working with the Subject Tree
  • Working with the Case List and Views
  • Create a case
  • Associate a phone call with the case
  • Resolve the case

3. Knowledge Base

  • Article Templates
  • Creating, Approving and Publishing Articles
  • Using and Searching the Knowledge Base
  • Cases and Knowledge Base Articles
  • Sending Knowledge Base Articles
  • Create, Submit, and Publish a Knowledge Base Article.

4. Queue Management

  • Queue Management
  • Create a New Public Queue for Incoming Questions

5. Contracts Microsoft Dynamics CRM

  • Contracts and Contract Templates
  • Creating and Working with Contracts
  • Using Contracts with Cases
  • Create a Contract Template
  • Create a Contract using a Contract Template
  • Open a case and associate a contract
  • Create and Close an Appointment Activity a With the Case
  • Resolve the Case

6. Analysis, Reports, and Goals

  • Customer Service Reports
  • Customer Service Charts and Dashboards
  • Customer Service Goals and Metrics
  • Modify a Goal Metric to Include in-Progress Cases

7. Service Scheduling

  • Service Scheduling Scenarios
  • Service Scheduling Terminology
  • Service Scheduling Process
  • Resources, Services and Selection Rules
  • Include Customer Preferences
  • Understand Sites and Same-Site Requirements
  • Manage Business Closures
  • Explain the Service Activity Scheduling Engine
  • Working with Service Activities and the Service Calendar
  • Close, Cancel, or Reschedule a Service Activity
  • Create a Service Activity based on a Same-Site Requirement Service.

Customization and Configuration in Microsoft Dynamics CRM 2013: 

1. Introduction to Customizing Microsoft Dynamics CRM 2013

  • Customization or Development of Microsoft Dynamics CRM Solutions
  • Introduction to Entity Customization

2. Building a Security Model in Microsoft Dynamics CRM 2013

  • Introduction to Business Units
  • Overview of Security Roles
  • User Management Overview
  • Team Management Overview
  • Teams and Sharing
  • Manage Security Roles for Users and Teams

3. Customizing Entities

  • Entity Customization Concepts
  • Create a Custom Entity
  • Additional Entity Properties
  • Modifying the Configuration of an Entity

4. Customizing Fields

  • Field Data Types
  • Field Display Formats
  • Field Properties
  • Customize Existing Fields
  • Configure Option Sets
  • Status and Status Reason Fields
  • Delete Fields

5. Managing Relationships

  • Types of Entity Relationships
  • Create Entity Relationships1:N
  • Relationship Behavior
  • Field Mappings in 1:N Relationships
  • Connections and Connection Roles

6. Customizing Forms

  • Form Customization Overview
  • Create and Modify Forms
  • Quick Create and Quick View Forms
  • Manage Multiple Forms
  • Mobile Clients

7. Configuring Business Rules

8. Customizing Views

  • View Customization Concepts
  • System Views
  • Create Custom Views
  • Remove Unwanted Views

9. Customizing Charts and Dashboards

  • Create and Modify Charts
  • Export and Import Charts
  • Create and Modify Dashboards

10. Additional Security Options

  • Field Security
  • Access Team Templates
  • Auditing Overview

11. Business Process Flows

  • Business Process Flows


Viewing labs for:

Classroom Live Labs

Lab 1: Create and Disqualify a Lead

Lab 2: Managing Sales Opportunities

Lab 3: Managing Price List Items

Lab 4: Managing the Product Catalog

Lab 5: Sales Order Process

Lab 6: Goal Management for Individuals

Lab 7: Create a New Personal, Sales Dashboard

Lab 8: Case Resolution Processing

Lab 9: Managing Knowledge Base Articles

Lab 10: Create and Manage Queues

Lab 11: Resolving a Case with a Contract

Lab 12: Goals and Goal Metrics

Lab 13: Schedule a Service by Using a Same-Site Requirement

Lab 14: Configure Security Roles

Lab 15: Configure User Access

Lab 16: Create Custom Entities

Lab 17: Create a Custom Activity Entity

Lab 18: Create and Modify a Global Option Set

Lab 19: Create New Relationships

Lab 20: Create a Solution and publisher

Lab 21: Customize Relationship Mappings

Lab 22: Modify Form Layout and Add Fields

Lab 23: Create a Role-Based Form for the Competitor entity

Lab 24: Create a Business Rule

Lab 25: Modify a Quick Find View

Lab 26: Create Custom Views

Lab 27: Create a Custom Chart

Lab 28: Create a Dashboard

Lab 29: Configure Field Security

Lab 30: Create and Configure an Access Team Template

Lab 31: Create a Multi-Entity Business Process Flow

Who Should Attend


Individuals that plan to implement, use, maintain, or support Microsoft Dynamics CRM 2013 in their organization, including:

  • Customer service representatives
  • Service schedulers
  • Administrators
  • Office managers
  • CEOs
  • Consultants
Course Delivery

This course is available in the following formats:

Classroom Live

Receive face-to-face instruction at one of our training center locations.

Duration: 5 day

Virtual Classroom Live

Experience expert-led online training from the convenience of your home, office or anywhere with an internet connection.

Duration: 5 day

Request this course in a different delivery format.