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CRM

Intermediate Microsoft Dynamics CRM 4 for Small and Medium Businesses
(Microsoft Training Course: F1029) - 1 day - £600 exc VAT



> 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.
> 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.
Skills
  • 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.
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Module 2: The Customer-Centred View
  • This module explores the goals and processes to have that support a successful deployment in an organisation.
Skills
  • 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.
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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
Skills
  • 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.
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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
Skills
  • Create static and dynamic reports in Excel
  • Create new CRM reports with the Wizard
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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
Skills
  • 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.
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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
Skills
  • Describe the web-based user interface for workflows.
  • Examine the expanded support for record types.
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Module 7: Creating a Knowledge Base
  • This module explores the Microsoft Dynamics CRM Knowledge Base.
Skills
  • Create Knowledge Base article templates.
  • Create and submit Knowledge Base articles.
  • Approve, reject and publish Knowledge Base articles.
  • Find information in the Knowledge Base.
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Module 8: Maintaining Users and Resources
  • This module discusses the scheduling administration, set up process, and administrative activities in detail.
Skills
  • 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.
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> 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.