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Fast Track: Learn Microsoft Dynamics CRM 2011/CRM Online in 5 Days Flat!
(Microsoft Training Course: F1041) - 5 days - £2640 exc VAT

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> Target Audience
This fast track course provides students with the skills and knowledge to use and customise Microsoft Dynamics CRM 2011. It is intended for individuals that plan to implement, deploy, use, maintain, consult or support Microsoft Dynamics CRM 2011 in their organisation.
> Course outline
  1. Introduction to Microsoft Dynamics CRM
  2. CRM 2011 Basics
  3. Microsoft Dynamics CRM for Microsoft Office Outlook
  4. Introduction to Sales Management
  5. Sales Order Processing
  6. Introduction to Marketing Automation
  7. Implementing and Managing Marketing Campaigns
  8. Introduction to Service Management
  9. Working with Cases and Contracts
  10. Introduction to Service Scheduling
  11. Advanced Service Scheduling Topics
  12. Analysis, Reporting and Goals
  13. Exam MB2-868
  14. Organisational Settings
  15. Processes: Workflow & Dialogs
  16. Importing Data
  17. Business Units and Security Roles
  18. Configuring Users and Teams
  19. Customising Microsoft Dynamics CRM Overview
  20. Customising Fields
  21. Customising Entities
  22. Customising Relationships and Mapping
  23. Customising Forms, Views and Charts
  24. Configuring Field Security
  25. Configuring Auditing
  26. Configuring Solutions
  27. Exam MB2-866

Supplementary Information This fast-track course has now been updated to a B version, with most of content taken from the Microsoft Official Curriculum for CRM 2011. We include an Introduction to CRM 2011 module and also added a Workflow Module which is missing from the Official Curriculum as delivered by other suppliers. The package includes Microsoft one-time exams MB2-866 & MB2-868, which may be taken either at the end of the course or at any time within 18 months of attending the training course. F1’s CRM trainers advise that the MB2-868 exam should only be tackled at the end of the course if students have prior knowledge of using Microsoft Dynamics CRM. However, should you prefer not to purchase the exams with the training, discuss discount options with your Sales Representative. As this is a fast-track course, students should expect longer days and shorter lunch breaks, in order to complete all of the content and exams. Find out how Microsoft Dynamics CRM 2011 can revolutionize your business with a FREE TRIAL of CRM Online which we can set up for you within the hour. Call Richard Pearson on 01225 336096.
Module 1: Introduction to Microsoft Dynamics CRM
  • Gaining a competitive advantage through CRM
  • Microsoft Dynamics CRM Modules
  • Microsoft Dynamics CRM User Interface
Skills
  • Explain how creating and implementing a CRM strategy provides overall value to an organization.
top
Module 2: CRM 2011 Basics
  • Microsoft Dynamics CRM in Your Organization
  • Customer Records
  • Record Ownership and Assignment
  • Using Activities to track Customer Interactions
  • Finding and Maintaining Your Data
  • Using Duplicate Detection
  • Subject Tree
Skills
  • Explain the variety of tools to track, manage, execute, and report on customer interactions.
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Module 3: Microsoft Dynamics CRM for Microsoft Office Outlook
  • Integration between Microsoft Dynamics CRM 2011 and Outlook
  • Record Management in the Outlook client
  • E-mail management in CRM 2011 for Outlook
  • Multiple Views and Conditional Formatting
  • Creating Mail Merge Documents
  • Using CRM 2011 for Outlook with Offline Access
Skills
  • Improve productivity with the Outlook client
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Module 4: Introduction to Sales Management
  • Overview of the Sales Process in Microsoft Dynamics CRM
  • Core Records in the Sales Process
  • Tracking Competitors and Managing Sales Literature
  • Working with Leads
  • Working with Opportunities
  • Sales Processes, Workflows and Dialogs
Skills
  • Track and manage the sales process from potential to close.
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Module 5: Sales Order Processing
  • The Microsoft Dynamics CRM Sales Order Process
  • Opportunities, Quotes, and the Sales Process
  • Working with Orders
  • Working with Invoices
Skills
  • Capture important sales information and uncover new business opportunities.
top
Module 6: Introduction to Marketing Automation
  • Benefits of Closed Loop Marketing
  • Creating and Using Marketing Lists
  • Marketing Campaigns and Quick Campaigns
  • Quick Campaigns
  • Introduction to Marketing Campaigns
  • Creating a Marketing Campaign
  • Creating and Using Campaign Templates
  • Importing Leads
Skills
  • Extend the effectiveness of your marketing department and use things such as marketing campaigns, marketing lists, and campaign templates in Microsoft Dynamics CRM.
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Module 7: Implementing and Managing Marketing Campaigns
  • Campaigns, Campaign Activities and Marketing Lists
  • Creating and Using Email Templates
  • Sales Literature, Products and Price Lists
  • Distributing Campaign Activities
  • Capturing and Viewing Campaign Responses
  • Working with Campaign Responses
Skills
  • Understand the role of campaign activities and marketing lists in campaigns.
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Module 8: Introduction to Service Management
  • Getting Started with Service Management
  • Cases and the Service Management Process
  • Queues and Contracts in Service Management
  • Working with Cases in the Case Grid
Skills
  • Use the CRM service management functionality to help track information about cases, customer complaints or requests, and small projects.
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Module 9: Working with Cases and Contracts
  • Creating Case Records
  • Working with Cases
  • Contracts and Contract Templates
  • Creating and Working with Contracts
  • Using Contracts with Cases
Skills
  • Understand cases and contracts and how they can be used together in service management functions.
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Module 10: Introduction to Service Scheduling
  • Service Scheduling Overview
  • Service Scheduling Scenarios
  • Service Scheduling Process
  • Working with Service Activities and the Service Calendar
  • Closing, Cancelling, or Rescheduling a Service Activity
  • Using Charts and Reports to Analyse Service Activities
Skills
  • Understand the scheduling process, scheduling engine, and scheduling service activities.
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Module 11: Advanced Service Scheduling Topics
  • Understanding the Service Activity Scheduling Engine
  • Resources, Services and Selection Rules
  • Incorporating Customer Preferences
  • Resource and Service Capacity Requirements
  • Understanding Sites and Same-Site Requirements
Skills
  • Understand how to use service scheduling in situations that have complex scheduling requirements.
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Module 12: Analysis, Reporting and Goals
  • Analysing Information with Lists, Views and Charts
  • Working with Reports
  • Creating and Managing Goals
  • Creating Charts
  • Customizing and Working with Dashboards
  • Exporting Information
Skills
  • Understand the methods available in Microsoft Dynamics CRM for analyzing and reporting, as well as managing goals.
top
Module 13: Exam MB2-868
  • Microsoft Dynamics CRM 2011 Applications
top
Module 14: Organisational Settings
  • System Settings
  • Auto Numbering
  • Multilingual User Interface
  • Multicurrency
Skills
  • Examine the variety of configuration settings that enable Microsoft Dynamics CRM to be tailored to satisfy business requirements.
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Module 15: Processes: Workflow & Dialogs
  • Use workflows and dialogs to automate processes, improve productivity and set standards.
  • Use triggers, stages, actions, conditions and waits to define a workflow
  • Use variables, prompts, responses and forms to set up a dialog
  • Monitoring processes
Skills
  • Design and create a simple workflow and a staged workflow.
  • Create a dialog.
  • Manage CRM processes.
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Module 16: Importing Data
  • Importing records into an entity
  • Migrating Data
  • Data Jobs
  • Duplicate checks
Skills
  • Import existing data into the CRM environment.
top
Module 17: Business Units and Security Roles
  • Business Units
  • Managing Business Units
  • Security Features
Skills
  • Create and configure Business Units in Microsoft Dynamics CRM.
  • Create and modify new Security Roles.
top
Module 18: Configuring Users and Teams
  • User Management Overview
  • Adding and Maintaining User Accounts
  • Team Configuration
Skills
  • Explain how to define the users who access Microsoft Dynamics CRM and the teams that share Microsoft Dynamics CRM data.
top
Module 19: Customising Microsoft Dynamics CRM Overview
  • Customization Methodology
  • Who can Customize Microsoft Dynamics CRM?
  • Types of Customizations
  • Types of Customizations - Solutions
Skills
  • Understand the customization architecture of CRM, the principles behind Solutions and their components.
top
Module 20: Customising Fields
  • Customization Concepts
  • Field Data Types
  • Field Properties
  • Creating Fields
  • Creating Option Sets
Skills
  • Explain how to use of fields in Microsoft Dynamics CRM.
top
Module 21: Customising Entities
  • Entity Concepts
  • Modifying Custom Entities
Skills
  • Understand how to create new entities and the various configuration options available in Microsoft Dynamics CRM.
top
Module 22: Customising Relationships and Mapping
  • Types of Entity Relationships
  • Creating Entity Relationships
  • Entity Mapping
Skills
  • Explain the purpose of entity relationships in Microsoft Dynamics CRM.
top
Module 23: Customising Forms, Views and Charts
    top
    Module 24: Configuring Field Security
    • Field Security Scope
    • Field Security and Other Security Methods
    Skills
    • Understand and implement field level security in Microsoft Dynamics CRM.
    top
    Module 25: Configuring Auditing
    • Enabling Auditing
    • Viewing Audit Data
    • Managing Audit Partitions
    Skills
    • Describe the auditing architecture of Microsoft Dynamics CRM.
    top
    Module 26: Configuring Solutions
    • Solutions Review
    • Exporting and Importing Unmanaged Solutions
    • Exporting and Importing Managed Solutions
    Skills
    • Describes the difference between managed and unmanaged Solutions.
    • Understand the methods used to export and import both types.
    top
    Module 27: Exam MB2-866
    • Microsoft Dynamics CRM 2011 Customisation and Configuration.
    top
    > Pre-Requisites
    Before attending this course, students must have the following pre-requisites:
    • There are no pre-requisites for this course.
    > Purpose
    After completing the course, students will be able to use the Microsoft Dynamics CRM user interface and application terminology; develop basic and advanced navigation and record maintenance; create marketing campaigns; create and maintain account, contact, and activity record management; schedule, administer, and define services; use the sales functionality; configure an organisational structure within Microsoft Dynamics CRM; import and export customisations; customise database entities and attributes; customise entity relationships and mappings.
    > Supplementary Information
    This fast-track course has now been updated to a B version, with most of content taken from the Microsoft Official Curriculum for CRM 2011. We include an Introduction to CRM 2011 module and also added a Workflow Module which is missing from the Official Curriculum as delivered by other suppliers. The package includes Microsoft one-time exams MB2-866 & MB2-868, which may be taken either at the end of the course or at any time within 18 months of attending the training course. F1’s CRM trainers advise that the MB2-868 exam should only be tackled at the end of the course if students have prior knowledge of using Microsoft Dynamics CRM. However, should you prefer not to purchase the exams with the training, discuss discount options with your Sales Representative. As this is a fast-track course, students should expect longer days and shorter lunch breaks, in order to complete all of the content and exams. Find out how Microsoft Dynamics CRM 2011 can revolutionize your business with a FREE TRIAL of CRM Online which we can set up for you within the hour. Call Richard Pearson on 01225 336096.