Introduction to Microsoft Dynamics CRM 4 for Small and Medium Businesses

1 Day Course
Hands On
Code F1028

This course has been retired. Please view currently available Microsoft Dynamics Training Courses.


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Microsoft CRM Concepts (4 topics)

  • Introduction to Microsoft Dynamics CRM
  • Accessing Microsoft Dynamics CRM
  • Customer Records
  • Customer Relationships

Using Market Automation (8 topics)

  • Creating and Managing Marketing Lists
  • Demonstration: Use Advanced Find to Create a List
  • Creating Campaigns
  • Demonstration: Create a Campaign
  • Launching and Managing Campaigns
  • Demonstration: Managing the Campaign
  • Demonstration: Quick Campaign
  • Lab: Create a List

Using Sales Management (7 topics)

  • Managing Leads
  • Managing Opportunities
  • Closing the Sale: The Sales Management Life Cycle
  • Demonstration: Sales Management
  • Use Sales Processes and Workflow Rules
  • Lab: Microsoft Dynamics CRM Process Flow
  • Lab: Manage Opportunities

Using Service Management (10 topics)

  • Managing Cases
  • Demonstration: Case Creation
  • Managing the Knowledge Base
  • Demonstration: Create an Article
  • Using Contracts
  • Demonstration: Contract Template Creation
  • Demonstration: Create a Contract based on an Existing Contract
  • Demonstration: Adding Contract Lines to a Contract
  • Service Scheduling
  • Lab: Case Resolution Process

Using the Microsoft Dyamics CRM client for Outlook (1 topic)

  • This module discusses the unique benefits of Microsoft Dynamics CRM for Outlook.


Delegates must have a general knowledge of Microsoft Windows and Microsoft Office Outlook.

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