Training Courses for Microsoft Dynamics CRM/365
We offer a range of CRM courses, either 1/2 or 1 day in duration. An overview of each CRM course is given below, and further details can be found on the downloadable pdf's. All delegates are provided with a training manual to retain after the course.
The courses detailed below use our standard training database. If you prefer to have training customised to your database please contact us to discuss this option.
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All courses have been updated to Dynamics 365 from Jan 2017, but are available on earlier releases for courses running on your own database.
Foundation - 1/2 day
The Foundation course provides the essential skills for all users of Microsoft Dynamics 365. From logging on and finding your way around, creating records, activity management and an introduction to Views and Charts, this course is the ideal starting point for all those new to Microsoft Dynamics 365.
Navigating Dynamics 365
Managing Data Quality
Adding Child Records
Introduction to Charts
Campaign Management - 1/2 day
This course is for users who will be setting up and managing marketing campaigns.
Covering creating campaigns, marketing lists, campaign activities and responses, this course may be extended by added the PowerMailChimp option.
Campaign Management Overview
Creating Marketing Lists
Dynamics vs Static Lists
Creating and Editing Campaigns
This module is an optional supplement to the Campaign Management course and include the syncing of lists with MailChimp, merge (tag) fields, sending the email and reviewing the results.
This course does not cover template design.
Creating Lists in MailChimp
Multiple Master Lists
Setting up Merge Tags
Setting up the MailChimp Blast in CRM
Email Tracking & Advanced Tracking
Reviewing the Results
Case Management - 1 day
This course starts with the administrator functions and then from a User viewpoint, how to progress a case from initial logging through to closure.
Introduction to Dynamics
Searching for Records
Creating and Updating Records
Overview of Views & Charts
Holiday & Customer Service Schedules
Service Level Agreements
Managing Case Records
Goals, Dashboards & Charts
Solution Selling - 1 day
This course is introduces the sales team to the solution selling concepts found in Microsoft Dynamics 365.
It is designed to precede the Dynamics 365 Sales course and delivered as a set of team based exercises.
Sales Process Overview
Qualification - BANT / Challenger
Accessing different players in the sales cycle
Opportunity Planning - Red Flags & Actions
Measurement and KPIs
Sales & Opportunity Management - 1/2 day
Designed specifically for sales staff this course covers both the lead qualification process (often handled by telesales) and the opportunity management - including creating quotes and measuring goals.
Accounts, Contacts & Leads
Working with Leads
Handover to Sales
Adding Products to Quotes
Closing Quotes and Opportunities
Analysis & Reporting
Database Management - 1 day
This course is designed to give "key" or "super" users practical experience in managing their Microsoft Dynamics 365 system.
Personal & System Views
Dealing with Duplicates
Import and Export
Change Multiple Records
Bulk Record Deleting
Goals & Metrics
Customisation - 1 day
This course is designed to give system managers / IT staff practical experience in customising and developing their Microsoft Dynamics 365 system.
User & Security Role Management
Calculated & Rollup Fields
Business Process Rules
Business Process Flow
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