Microsoft Dynamics CRM is customer relationship management software focused primarily on Sales, Marketing, and Service work. Dynamics CRM is web-based server-client application, like Microsoft SharePoint. Use Dynamics CRM Online or 2016 (on premises) either in a browser or using the Dynamics CRM for Outlook add-in. Dynamics CRM apps are available for Apple, Android, and Windows mobile devices. Companies that use Dynamics CRM are able to consolidate their customer, marketing, sales and service information and store it in one place, replacing dozens or hundreds of smaller databases and Excel spreadsheets. Rather than re-enter or import data, a company can connect Dynamics CRM to other enterprise systems like the accounting or inventory systems. Users know where to find and enter customer data, and can use that data to build and enhance customer relationships. By consolidating and analyzing data in one large data store, companies, teams, and individual users gain meaningful insights about their sales and service efforts, and information for process improvement. This course focuses on Dynamic CRM's use in customer service.
- [Instructor] Microsoft Dynamics CRM, like the other members of the Microsoft Dynamics family, are built to be used with other Microsoft Enterprise Solutions, like SharePoint, and Yammer, Office 365, Outlook, applications like Word and Excel, and storage solutions like OneDrive. Microsoft Dynamics CRM is customer relationship management software, that is focused primarily on the work that's done by sales teams, marketing departments, and customer service representatives.
Dynamics CRM is a web-based client-server application, much like Microsoft SharePoint. You can use Dynamics CRM in a browser, as you'll see in this course, or, you can use an add-in called Dynamics CRM for Outlook, and do much of the work that you would do in Dynamics CRM directly in Outlook. And while Dynamics Mobile solutions are beyond the scope of this course, Dynamics CRM apps are available for Apple, Android and Windows mobile devices.
Microsoft sells two different flavors of Microsoft Dynamics CRM, an on premises server-based software, and the current version of that is Dynamics CRM 2016, or as an online SaaS or Software as a Service subscription, called Microsoft Dynamics CRM Online. According to Wikipedia, Dynamics CRM is used by over 40,000 companies. The companies that use Dynamics CRM are able to consolidate their customer, marketing, sales and service information, and store that all in one place, in one great data store, replacing dozens or hundreds of smaller databases and Excel spreadsheets and, where's our data now? Rather than reentering data, or even importing data, a company can connect Dynamics CRM to other enterprise systems like, their accounting system, or their inventory system.
With all of our data in one place, users clearly know where they should look to find, and where they should enter, information about sales, service and marketing. Because we have this great big chunk of data, the data is easier to analyze, we don't have to consolidate it first, it's already consolidated. And analysis isn't the only win, our users have instant access to relationship-building information. By consolidating and analyzing data in one large data store, companies, teams and individual users gain meaningful insights about their sales and service efforts, and information for process improvement.
Dynamics CRM uses security settings to control what you can access, what you can edit, what you can see, so if there's something that I show you, that is locked for you or not enabled or it doesn't appear on your screen, then you probably need additional security permissions, to see what I'm showing you. This course focuses primarily on the use of the browser-based version of Microsoft Dynamics CRM, which is Microsoft Dynamics CRM Online, and we focus on its use largely for sales, with a secondary focus on service.
Dynamics CRM is a broad and deep and heavily customized product. Even if you and I had exactly the same version of Dynamics CRM, the odds are excellent that your screens will look different from mine, even down to the labels. That is simply the nature of this product, and part of its beauty. Organizations embrace Dynamics CRM, because they can customize it, to enforce the processes that work for their organization.
If you're looking for the basic course in Microsoft Dynamics CRM that spends more time in sales and a little bit of time in service, then I would recommend Dynamics CRM Essential Training, and the online training library, but if you're ready to go, I am, so let's get started.
- Recall which record types are common to service.
- Identify the symbol you use as a wildcard when searching for a cases record type when you do not know the specific title or record type.
- Recognize when to merge to similar cases.
- Explain what to do when routing a case.
- Name the two ways you can affect the way information is streamed on your dashboard.
- List the two steps necessary to mark an article for review.