• Overview
• Outline
• Schedule

About This Course

This two and a half day course explores the Microsoft CRM application from a user's perspective. Modules in this hands-on classroom experience include functionality available in both Standard and Professional editions of Microsoft CRM. Application functionality covered in the course includes Core CRM Navigation, User Interface, Sales for Outlook Client, Sales, and Customer Service. This application course does not include materials or instructor discussion of Microsoft CRM Installation, Application Configuration, Workflow Configuration, Customisation, Back Office Integration or Data Migration.

Audience Profile

Microsoft CRM Applications Professional training is recommended for individuals who will be on the implementation team, administering or using the Microsoft CRM application in their organisation.

Prerequites

Before attending this course, students must have:

• An understanding of CRM solution processes and practices

At Course Completion

After completing this course, students will understand:

• Microsoft CRM User Interface and application terminology
• Basic and advanced navigation and record maintenance
• Microsoft CRM Sales for Outlook functionality and synchronisation
• Account, Contact, Lead, Opportunity and Activity record management
• Microsoft CRM Standard and Professional edition functionality
• Sales functionality, including Lead, Opportunity, Quote, Order, Invoice and Product Catalogue management
• Customer Service functionality, including Contract, Case and Knowledge Base management
• Options to personalise the Microsoft CRM User Interface and personal settings