Intermediate Microsoft Dynamics CRM 4 for Small and Medium Businesses

Short course

In Bath and London

£ 350 + VAT

Description

  • Type

    Short course

  • Level

    Intermediate

After completing the course, students will be able to understand Microsoft Dynamics CRM User Interface and application terminology; use basic and advanced navigation and record maintenance; understand Microsoft CRM Client for Microsoft Office Outlook functionality and synchronisation; complete planning and budgeting tasks related to marketing campaigns; create and manage customer. Suitable for: This course explores the Microsoft Dynamics CRM application from a user's perspective. It is intended for individuals that plan to implement, use, maintain, consult or support Microsoft Dynamics CRM in their organisation.

Facilities

Location

Start date

Bath (Somerset)
3 Kelso Place, Upper Bristol Road, BA1 3AU

Start date

On request
London
See map
Valiant House, 4-10 Heneage Lane, EC3A 5DQ

Start date

On request

About this course

Before attending this course, students must have the following pre-requisites:A general knowledge of Microsoft Windows.An understanding of Customer Relationship Management solution processes and practices.

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Course programme

Target Audience
This course explores the Microsoft Dynamics CRM application from a user's perspective. It is intended for individuals that plan to implement, use, maintain, consult or support Microsoft Dynamics CRM in their organisation.

Pre-Requisites
Before attending this course, students must have the following pre-requisites:A general knowledge of Microsoft Windows.An understanding of Customer Relationship Management solution processes and practices.

Purpose
After completing the course, students will be able to understand Microsoft Dynamics CRM User Interface and application terminology; use basic and advanced navigation and record maintenance; understand Microsoft CRM Client for Microsoft Office Outlook functionality and synchronisation; complete planning and budgeting tasks related to marketing campaigns; create and manage customer lists; create marketing campaigns; manage campaigns and track campaign responses; manage Account, Contact, Lead, Opportunity and Activity records; understand Sales functionality, including Lead, Opportunity, Quote, Order, Invoice, and Product Catalogue management; understand Service functionality, including Contract, Case, Knowledge Base and Queue Management; understand Service Scheduling functionality including Scheduling Services, Scheduling Administration and Defining Services; use Microsoft Dynamics CRM Advanced Find functionality to evaluate customer data.

Course outline
  1. Understanding Microsoft Dynamics CRM Software
  2. The Customer-Centred View
  3. Customising Forms and Views
  4. Reporting and Reports Wizard
  5. Customisation
  6. Workflow
  7. Creating a Knowledge Base
  8. Maintaining Users and Resources
Module 1:Understanding Microsoft Dynamics CRM Software
  • This module introduces the basics of how Microsoft Dynamics CRM is installed and used in a business environment.
  • Identify the different types of server options and end-user clients available for deploying and accessing Microsoft Dynamics CRM.
  • Access Microsoft Dynamics CRM.
  • Identify how to personalise Microsoft Dynamics CRM to meet specific interface needs.
Module 2:The Customer-Centred View
  • This module explores the goals and processes to have that support a successful deployment in an organisation.
  • Support a successful deployment by defining the organisation's processes.
  • Understand Microsoft Dynamics CRM core concepts, including customer records.
  • Identify the types of relationships that can be established between different kinds of records.
  • Understand record ownership concepts.
  • Create activities to track customer interactions.
  • Use workflows to carry out routine tasks.
  • Use Duplicate Detection to ensure data integrity.
  • Create a subject tree to organise data effectively.
Module 3:Customising Forms and Views
  • This module examines how to customise the Microsoft Dynamics CRM user interface using the application's customisation tools.
  • Basic UI Customisation Capabilities
  • Form Customisations
  • Preview Form Customisation
  • View Customisations
  • Lab: Form Customisation
  • Lab: View Customisation
  • Identify the features of the form customisation tool.
  • Examine how to organise data on a form by organising the data in tabs.
  • Examine how to organise data within tabs by using sections and how to add and maintain fields on a form.
  • Examine how to test the appearance and behaviour of a customised form prior to saving the customisations.
  • Examine how to customise an entity's Preview form.
  • Identify the types of views that can be customised.
  • Identify the different ways in which a view can be customised.
Module 4:Reporting and Reports Wizard
  • Export using the Export to Microsoft Excel feature.
  • Quickly generate custom reports using the Report Wizard
  • Create static and dynamic reports in Excel
  • Create new CRM reports with the Wizard
  • Create static and dynamic reports in Excel
  • Create new CRM reports with the Wizard
Module 5:Customisation
  • This module reviews the customisation enhancements made in Microsoft Dynamics CRM 4.0.
  • Entity Relationship Enhancements
  • Import and Export customisations and configurations
  • View enhancements
  • Review the new types of entity relationships.
  • Identify the changes to the Customisation Import/Export functionality.
  • Examine the changes to Views so that all pertinent information is displayed.
Module 6:Workflow
  • This module provides an overview of the improvements in the workflow model in Microsoft Dynamics CRM 4.0.
  • Create, run and monitor workflows
  • Supported record types
  • Event model enhancements
  • Extending workflows programmatically
  • Describe the web-based user interface for workflows.
  • Examine the expanded support for record types.
Module 7:Creating a Knowledge Base
  • This module explores the Microsoft Dynamics CRM Knowledge Base.
  • Create Knowledge Base article templates.
  • Create and submit Knowledge Base articles.
  • Approve, reject and publish Knowledge Base articles.
  • Find information in the Knowledge Base.
Module 8:Maintaining Users and Resources
  • This module discusses the scheduling administration, set up process, and administrative activities in detail.
  • Set up a schedule for a user, facility or equipment.
  • Create, and add users, facility, or equipment to a resource group.
  • View schedules for resources.
  • Remove resources from the scheduled services.
  • Create, edit or add members to a site.
  • Set or edit business closures.

Intermediate Microsoft Dynamics CRM 4 for Small and Medium Businesses

£ 350 + VAT