Course Details

Title: T4CRM007 - Introduction to CRM Online/2016
Duration: 1 day
Price: £500 + VAT

This course:

This unique course, written by our own very experienced trainers, is a 'hands-on' introduction to using Microsoft CRM, and tuning it to your own business needs.
It is based upon over 15 years of experience in training Microsoft CRM and covers what most customers want from CRM and what they actually use CRM for.
It primarily focused on sales teams and managers use of CRM and does not cover CRM services management or scheduling functionality.

The course includes a printed manual and access to your own personalised copy of the CRM system you use on the training course which you can continue to use for up to 50 days after the course ends.

Audience Profile

  • Individuals/teams evaluating Microsoft Dynamics CRM via the free CRM Online trials to help them decide if Microsoft CRM is right for their company/organisation.
  • Individuals who want to gain an insight into CRM's adaptability and functionality for specific and general business requirements.
  • Individuals new to Microsoft CRM Online, who want a 'hands on introduction' to its capabilities and functionality.

Course Outline

Module 1: Microsoft Dynamics CRM Concepts
- Microsoft CRM 2016 functionality
- Microsoft CRM 2016 clients
- Microsoft CRM 2016 records
- Application navigation
- Using Views
- Searching and Filtering

Module 2: Working with the Application
- CRM 2016 Security Settings
- Customer records
- Addresses
- Introduction to cases
- Recently Viewed and Related Records
- Business Processes
- Quick Create
- Importing and Exporting To and From Excel

Module 3: Introduction Dashboards
- Data in Dashboards
- Dashboards Charts and Other Fields
- Dashboard Layouts

Module 4: Using Activities
- Finding and Using Activities
- Add an Activity
- Attaching a Document to a note or task
- Completing an Activity

Module 5: Introduction to Sales Management
- Sales Dashboard
- Working with Leads
- Sales Process
- Opportunities
- Closing and Re-Opening a Lead

Module 6: Introduction to Customer Service
- Using Activities for Customer Service
- Service Level Agreements
- Entitlements
- Queues
- Assigning Cases
- Grouping and Merging Related Cases
- Resolving a Case

Module 7: Preferences
- Basic Preferences
- Setting a Home Page
- Setting Preferences for Views
- Changing Font Size
- Changing Activity Feed Display Picture

Module 8: Other useful advice for those new to CRM Online Lessons
- Removing trial data
- How to install and configure the CRM Outlook client
- Using CRM with Microsoft office including Outlook, Word and Excel
- Making best use of the free Microsoft CRM support teams

Before attending this course, students must have:
• General knowledge of Microsoft Windows.
• General knowledge of Microsoft Office.
• An understanding of Customer Relationship Management solution processes and practices.