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 Dynamics CRM functionality
- Microsoft Dynamics CRM clients
- Microsoft Dynamics CRM records
- Application navigation

Module 2: Working with the Application
- Customer records
- Addresses
- Personal options

Module 3: Introduction to Sales Management
- Customer Scenarios
- Basic Record Types

Module 4: Lead Management
- Lead to Opportunity Process Form and Process Ribbon
- Convert Activity Records to Leads
- Qualifying and Disqualifying Leads
- Create, Maintain, and Use Sales Literature
- Create, Maintain, and Use Competitors
Lab: Create and Disqualify a Lead

Module 5: Working with Opportunity Records

- Create Opportunities and Work with Opportunity Form
- Changing Opportunity Status
Lab: Managing Sales Opportunities
- Create, work with, close, and reopen Opportunity records.
- Describe the different statuses of an opportunity.
- Use the assign functionality in Microsoft Dynamics to assign opportunities to other users.
- Manage opportunities from system views.

Module 6: Sales Analysis
- Running Built-in Reports
- Exporting Sales Information to Excel
- Working with Charts and Dashboards
- Working with System Charts from the Opportunity List
- Working with Dashboards
- Create a New Dashboard in the Workplace
- Sharing DASHBOARDS, Charts and Advanced Find Queries
Lab: Create a New Personal, Sales Dashboard
- Create an advanced find query
- Create a chart.
- Create a dashboard, and add the advanced find query and chart to it.
- Share the dashboard.

Module 7: New in CRM Online/2016 Sales and Marketing!
- Use of pre-formatted Excel templates to quickly create Excel documents directly from CRM.
- One click easy generation of documents from CRM using role based pre-defined Word templates.
- SMS marketing including inbound and outbound campaigns.
- Next generation Cortana integration for sales teams.
- Interactive generation of HTML in emails.
- New CRM app for Outlook included expand support to include Firefox, Safari for Mac and Outlook for Mac.

Module 8: Introduction to customising/configuring CRM
- Introduction to customisation and configuration
- Simplifying the user interface
- Using modified forms
- Using advance find
- Using modify views
- Using workflows
- Tailoring dashboards

Module 9: Other useful advice for those new to CRM Online
- 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
- Reporting a support case
- How to find help Online including: How to use CRM help system, How to make best use of CRM forums
- Obtaining more help including: Training courses, One to one Mentoring, Consultancy and External development by partners.
- Extending your own empowerment by making best use of other components of the CRM and office 365 stacks.

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.