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

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.

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

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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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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.

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.