Full Course (Batch) INR 30000 40 Hrs Enroll Now

About Course

The targeted audience for this course can be –

Sales Operation Managers
Customer Service Managers
Service Schedulers
Application Administrators
Office Managers
Executives and Consultants
Microsoft Dynamics CRM is a CRM (Customer Relationship Management) solution which is used worldwide by top as well as middle level organization to Increase profitability, Automate business processes, Maintain customer satisfaction and improve marketing and sales efforts. This course will provide the complete knowledge required to achieve sales targets with Social insights, Business intelligence and Campaign management with the help of Microsoft Dynamic CRM.
After completing this course you will be able to –

Manage sales operations
Work with leads and manage opportunities
Manage product catalogue with orders and invoices
Analyze sales metrics and goals
Manage and apply service level agreements (SLAs)
Use charts and dashboards to evaluate the actual results in comparison to desired results
As such there is no formal prerequisite to join this course, but having prior understanding or working experience with any other CRM application can help you to understand this course in a quick and effective way.


Microsoft Dynamics CRM

  • 1.1 Work with customers
  • 1.2 Manage sales operations
  • 1.3 Understand social listening
  • 2.1 Work with leads
  • 2.2 Create opportunities
  • 2.3 Manage opportunities
  • 3.1 Manage the product catalogue
  • 3.2 Work with opportunities and quotes
  • 3.3 Work with orders and invoices
  • 4.1 Manage sales metrics and goals
  • 4.2 Work with reports and views
  • 4.3 Work with charts and dashboards
  • 5.1 Work with service management
  • 5.2 Work with business process flows
  • 5.3 Configure service management
  • 6.1 Work with cases
  • 6.2 Create cases
  • 6.3 Maintain cases
  • 6.4 Work with the Knowledge Base
  • 6.5 Use queues
  • 7.1 Work with entitlements
  • 7.2 Work with service level agreements (SLAs)
  • 8.1 Service scheduling concepts
  • 8.2 Manage service scheduling operations
  • 8.3 Maintain services and capacity planning
  • 8.4 Schedule service activities
  • 9.1 Manage service metrics and goals
  • 9.2 Work with service management reports
  • 9.3 Work with charts and dashboards

Exam & Certification

The exam MB2 - 704, "Microsoft Dynamics CRM Application" validates the skills and knowledge of individuals regarding plan to implement, use, maintain or support Microsoft Dynamics CRM 2015 Sales and Customer Service applications.
Exam Name: Microsoft Dynamics CRM Application
Exam Code: MB2 - 704
Languages: English, Chinese (Simplified), Japanese
Technology: Microsoft Dynamics CRM
Credit towards certification: Specialist
Number of question: 50
Passing score: 70%
Exam Duration: 120 Minutes
Question Type: Multiple Choice Questions

*** The above course information is taken from Microsoft.

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