1. Getting Started with CRM
2016
Overview
Technical Architect
MCSD: ALM
MCSD: Windows Applications
MCP: Azure/ SharePoint
Author: Hemant
2. Contents
What is CRM?
Intro to Microsoft Dynamics CRM
Microsoft Dynamics Stack
History of Dynamics CRM
Basic CRM Terminologies
Basic Modules in Dynamics CRM
Business Architecture
New Features in Dynamics CRM 2016
3. What is Customer Relationship Management?
CRM refers to the practices, strategies and technologies that organizations
use to manage and analyse customer interactions throughout the customer
lifecycle.
As the name implies CRM is all about improving an organization's’
relationship with its customers, and driving more sales.
4.
5. Introduction to Dynamics CRM
An Online customer
relationship management tool
from Microsoft.
You can keep track of all
customer interactions.
Perform Marketing, Sales and
Service Operations.
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6. Features of Dynamics CRM
Easy to Use. Easy to Navigate. Microsoft Office like User Interface.
Can access from Online, Tablets and Mobile devices.
It is the part of Microsoft’s Dynamics family.
Developed based on .Net Framework.
Extendible using Inbuilt features as well as C#.Net and Jscript.
Social CRM features are included along with 2015 release.
7. Microsoft Dynamics Stack
• Microsoft Dynamics CRM is the CRM solution from Microsoft.
• Microsoft Dynamics ERP comprises following ERP applications:
Microsoft Dynamics AX (formerly Axapta)
Microsoft Dynamics GP (formerly Great Plains Software) -
Microsoft Dynamics NAV (formerly Navision) -
Microsoft Dynamics SL (formerly Solomon IV) - management software
Microsoft Dynamics C5 (formerly Concorde C5)
8. History Dynamics CRM
iCommunicate.NET was the Predecessor of Dynamics CRM
Microsoft CRM 1.0 - January 2003.
Microsoft CRM 1.2 - December 8, 2003
Microsoft Dynamics CRM 3.0 - aka Titan - December 5, 2005.
Microsoft Dynamics CRM 4.0 - December 2007.
Microsoft Dynamics CRM 2011 - February 2011
Microsoft Dynamics CRM 2013 -November 2013.
Microsoft Dynamics CRM 2015 - September 2014.
Microsoft Dynamics CRM 2016 - December 2015.
14. Sales Management in Dynamics CRM
Microsoft Dynamics CRM is designed to support the sales process from
acquiring new leads through the close of sale.
Customer Management: Account and Contacts
Lead Management
Opportunity Management
Advanced Order Processing: Quotes, Orders and Invoices.
Product Catalog
15. Sales Life Cycle in Dynamics CRM
Create Leads.
Qualify Leads
Convert To Opportunity.
Create Quotes
Create Orders
Generate Invoices.
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16. Marketing Management
• Manage all your marketing activities from a single place and track the ROI
from your marketing efforts.
Campaign Management - planning till execution
Marketing lists and Customer segmentation
Converting Campaign responses
Analytics and reporting
Marketing/sales collaboration tools
18. Service Management and Scheduling
Allows you to manage and track customer service activity in your
organization.
The customer service functionality is broken down into two main function
sets: service management and service scheduling.
Case and Incident Management
Knowledge Base Management
Service Scheduling
Incident routing and queuing
Product and contract management
service reporting and analytics
19. Case Management
Create New Case
Assign to a SR or Queue
Resolve the Case
Reactivate the Case
Reassign to right SR.
Resolve the Case.
22. Dynamics CRM Application Components
Entities and Records
Activities
Business Process Flows(BPFs)
Forms and Sub-grids
Views and Charts
Dashboards
Processes
Reports
25. Walk through Dynamics CRM Application
Command Bar Based Navigation
Work Area /Modules Section
Advanced Find and Quick Search
Most Recently Used
Quick Create
Dashboards
Views, Reports and Charts.
28. New Features in Dynamics CRM 2016
Interactive Service Hub
Case Enhancements
One click document generation
Document Associated View
Knowledge Management Capabilities
One Drive for business
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29. Interactive Service Hub
An entirely new interface for
service desk agents.
Display more interactive
Dashboards and Forms.
Accessible using a different
URL than CRM URL.
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30. One Click Document Generation
• Allows to quickly generate
documents from CRM Data.
• Create Templates and later
use them for doc generations.
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31. One Drive for business
Store private documents using
the new OneDrive for
Business option
You can store upto 1 TB or
more with OneDrive Business
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