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Microsoft Dynamics CRM 2016 Boot Camp

New – Customize and configure a Dynamic CRM implementation.

GK# 6734

Course Overview


This course provides students with the tools to customize and configure a Dynamic CRM implementation. The focus is on the using and understanding how the platform tools that are provided can be leveraged to create custom objects, modify the user interface, automate tasks, and other specific customizations. 

This course helps prepare you for exam MB2-712.


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  • Date:
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What You'll Learn


By enrolling in the course, students will: 

  • Gain an introduction to sales management
  • Set up a sales module
  • Learn about lead management
  • Practice with opportunity records
  • Understand transactional records
  • Establish metrics and goals
  • Conduct sales analysis
  • Create and maintain queues and case records
  • Create and manage service level agreements
  • Use an interactive service hub
  • Conduct service management analysis
  • Customize and configure dynamics CRM
  • Manage Microsoft Dynamics CRM Online Subscriptions
  • Learn about the CRM Security Model
  • Get an introduction to solutions


Viewing outline for:

Classroom Live Outline

Module 1: Introduction to Sales Management

  • Customer Scenarios
  • Basic Record Types
  • Business and Branching Process Flows
  • Sales Literature
  • Competitors
  • Sales Territories
  • Currency Configuration
  • Microsoft Social Engagement 

Module 2: Sales Module Setup

  • Add Line Items to Opportunities
  • Write-In Products
  • Different Currencies
  • Exchange Rates
  • Quotes from Opportunities
  • Quote Management
  • Orders
  • Invoices
  • Goal Management 

Module 3: Lead Management

  • Role of Lead and Opportunity Records
  • Lead Opportunity Process Form and Ribbon
  • Track and Convert Leads 

Module 4: Opportunity Records

  • Understand Opportunities
  • Opportunity Management
  • Closing Opportunities
  • Connect with Records
  • View Resolution Activities
  • Opportunities and Views
  • Quick Create 

Module 5: Sales Transactional Records

  • Product Catalog Components
  • Unit Groups
  • Product Configuration
  • Price Lists
  • Tailored Price Lists
  • Discount Lists
  • Currency Management
  • Product Relationships
  • Product Families and Properties
  • Product Bundles and Relationships
  • Products in Hierarchical Charts 

Module 6: Metric and Goals

  • Sales Metrics
  • Fiscal Periods
  • Goals
  • Parent and Child Goals
  • Rollup Queries 

Module 7: FantasySalesTeam

  • What is Gamification and FantasySalesTeam?
  • FantasySalesTeam Portal
  • Player Roles and Account Types
  • Choosing Game Types
  • Sales Metrics
  • Player Position and Alignment
  • Scoring Methods
  • Trophies, Badges, and Prizes
  • Kick-Off
  • Managing Outcomes
  • FST TV Feeds
  • Interacting with the Game as a Player or Fan
  • Game Administration
  • Game Cloning
  • Email Scheduling 

Module 8: Sales Analysis

  • Built-In Reports
  • Export Microsoft Dynamics CRM Data
  • Charts and Dashboards
  • Types of Charts
  • System Charts
  • Work with Dashboards
  • Share Dashboards, Charts, and Queries
  • PowerBI Dashboards 

Module 9: Key Take Away 

Module 10: Case Management

  • Create New Case Records
  • Default Case Form
  • Case Lists and Views
  • Search for Case Records
  • Convert Activities to Cases
  • Business Process Flows
  • Case Resolution Process
  • Case Routing Rules
  • Parent/Child Cases
  • Merge Cases 

Module 11: Knowledge Base

  • Article Templates
  • Create and Maintain Article Templates
  • Format Knowledge Base Articles
  • Create Knowledge Base Articles
  • Show Me: Knowledge Base Life Cycle
  • Search Articles
  • Use Knowledge Base Articles to Resolve Cases
  • Attach Knowledge Base Articles to Emails 

Module 12: Queue Management

  • System and Personal Queues
  • Create and Maintain Queues
  • Add Cases and Activities to Queues
  • Queue Items: Work On
  • Queue Items: Release and Remove
  • Queue Item Details
  • Case Routing 

Module 13: Service Level Agreements

  • Create Service Level Agreements
  • Show Me: Manage Cases with SLAs
  • Service Level Agreement Types
  • Standard SLAs
  • Enhanced SLAs
  • SLAs On Demand
  • Manage Cases with SLAs 

Module 14: Entitlements

  • Entitlements and Entitlement Templates
  • Create New Entitlements
  • Entitlement Channels
  • Apply Entitlements to Cases
  • Show Me: Apply Entitlements to Cases
  • Associated Products
  • Associate Service Level Agreements and Entitlements
  • Activate Entitlements
  • Show Me: Entitlement Lifecycle 

Module 15: Interactive Service Hub

  • Multi-Stream Dashboards
  • Single-Stream Dashboards
  • Manage Queues and Cases from Streams
  • Create Interactive Dashboards 

Module 16: Unified Service Desk

  • Unified Service Desk Over
  • Integrated Agent Desktop 

Module 17: Service Management Analysis

  • Work with Service Dashboards
  • PowerBI Service Dashboards
  • Work with Service Reports
  • Work with System Charts for Cases
  • Understand Service Metrics and Goals
  • Create Monthly Goals for Cases 

Module 18: Voice of the Customer

  • Voice of the Customer
  • Voice of the Customer Across the Enterprise
  • Invitation and Action 

Module 19: Customer Portal

  • What is Field Services
  • Field Service Industries
  • Field Service Capabilities
  • Field Service Resources
  • Schedule Management
  • Inventory Management
  • Demonstration: Field Service
  • Field Service Analysis 

Module 20: Introduction to Customization and Configuring Dynamics CRM

  • CRM Architecture
  • Customization Methodology 

Module 21: Manage Microsoft Dynamics CRM Online Subscriptions

  • Configuring CRM
  • Overview of CRM Security
  • User Administration
  • Mailboxes
  • Teams 

Module 22: CRM Security Model

  • Purpose of the CCRM Security Model
  • Privileges
  • Access Levels
  • Security Roles
  • Hierarchy Security
  • Hierarchy Types
  • Module Review 

Module 23: Introduction to Solutions

  • Solutions Overview
  • Solution Detail
  • Creating and Working with Solutions
  • Working with Solution Assets
  • Exporting Solutions
  • Importing Solutions 

Module 24: Entity and Field Customization

  • Types Entities
  • Entity Ownership
  • Entity Properties
  • System vs. Custom Entities
  • Custom Entities and Security Roles
  • Overview of Fields
  • Field Properties 

Module 25: Additional Field Customization

  • Module Overview
  • Creating Fields to Meet Client Needs
  • Calculated Fields
  • Rollup Fields
  • CRM Option Sets
  • Alternate Keys
  • Field Level Security
  • State and Status Reason Transitions 

Module 26: Configure Mobile Devices

  • Types of Relationships
  • How and Where They are Created
  • Many to Many Relationships
  • Hierarchical Data
  • Entity Mapping
  • Connection and Connection Roles 

Module 27: Customizing Forms

  • Form Types
  • Qualities of a Good Form
  • Building a Form
  • Specialized Form Components
  • Access Teams and Sub Grids
  • Working with Navigation
  • Additional Form Types
  • Multiple Forms
  • Form Customizations and Mobile Clients 

Module 28: Business Rules

  • Business Rules
  • Business Rule Scope
  • Trigger Rules
  • Condition and Actions
  • Else Conditions and Actions Occur When Conditions are True 

Module 29:Views and Visualizations

  • Using Views
  • View Customization
  • System View Types Quick Find
  • Customization Charts
  • Customizing Dashboard
  • Themes 

Module 30: Introduction to Processes

  • Module Overview
  • Processes and Automation
  • Workflow Basics 

Module 31: Business Process Flows

  • What are CRM Business Process Flows
  • Enabling Business Process Flows
  • Steps Stages and Categories
  • Conditional Branching 

Module 32: Bringing It All Together

  • Review of Customization Topics Covered
  • Scenario
  • Packaging in a Solution


Who Should Attend


This course is designed for people who have a working knowledge of how to use Microsoft Dynamics CRM 2016, a basic understanding of Microsoft SQL Server and relational database functionality and understand Microsoft Dynamics CRM 2015 applications. 

This course is intended for individuals who need to customize and configure Microsoft Dynamics CRM 2016 Applications.

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

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.