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.