Intermediate Microsoft Dynamics CRM 4 for Small and Medium Businesses

1 Day Course
Hands On
Code F1029

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


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Understanding Microsoft Dynamics CRM Software (3 topics)

  • Identify the different types of server options and end-user clients available for deploying and accessing Microsoft Dynamics CRM.
  • Access Microsoft Dynamics CRM.
  • Identify how to personalise Microsoft Dynamics CRM to meet specific interface needs.

The Customer-Centred View (8 topics)

  • Support a successful deployment by defining the organisation's processes.
  • Understand Microsoft Dynamics CRM core concepts, including customer records.
  • Identify the types of relationships that can be established between different kinds of records.
  • Understand record ownership concepts.
  • Create activities to track customer interactions.
  • Use workflows to carry out routine tasks.
  • Use Duplicate Detection to ensure data integrity.
  • Create a subject tree to organise data effectively.

Customising Forms and Views (7 topics)

  • Identify the features of the form customisation tool.
  • Examine how to organise data on a form by organising the data in tabs.
  • Examine how to organise data within tabs by using sections and how to add and maintain fields on a form.
  • Examine how to test the appearance and behaviour of a customised form prior to saving the customisations.
  • Examine how to customise an entity's Preview form.
  • Identify the types of views that can be customised.
  • Identify the different ways in which a view can be customised.

Reporting and Reports Wizard (4 topics)

  • Export using the Export to Microsoft Excel feature.
  • Quickly generate custom reports using the Report Wizard
  • Create static and dynamic reports in Excel
  • Create new CRM reports with the Wizard

Customisation (3 topics)

  • Review the new types of entity relationships.
  • Identify the changes to the Customisation Import/Export functionality.
  • Examine the changes to Views so that all pertinent information is displayed.

Workflow (6 topics)

  • Create, run and monitor workflows
  • Supported record types
  • Event model enhancements
  • Extending workflows programmatically
  • Describe the web-based user interface for workflows.
  • Examine the expanded support for record types.

Creating a Knowledge Base (4 topics)

  • Create Knowledge Base article templates.
  • Create and submit Knowledge Base articles.
  • Approve, reject and publish Knowledge Base articles.
  • Find information in the Knowledge Base.

Maintaining Users and Resources (6 topics)

  • Set up a schedule for a user, facility or equipment.
  • Create, and add users, facility, or equipment to a resource group.
  • View schedules for resources.
  • Remove resources from the scheduled services.
  • Create, edit or add members to a site.
  • Set or edit business closures.


Before attending this course, students must have the following pre-requisites:

  • A general knowledge of Microsoft Windows.
  • An understanding of Customer Relationship Management solution processes and practices.

Course PDF