Intermediate Microsoft Dynamics CRM 4 for Small and Medium Businesses

1 Day Course
Hands On
Code F1029

Book Now - 1 Delivery Method Available:

Classroom Virtual Classroom Private Group - Virtual Self-Paced Online


This course explores the Microsoft Dynamics CRM application from a user’s perspective. It is intended for individuals that plan to implement, use, maintain, consult or support Microsoft Dynamics CRM in their organisation.


After completing the course, students will be able to:  Understand Microsoft Dynamics CRM User Interface and application terminology; use basic and advanced navigation and record maintenance; understand Microsoft CRM Client for Microsoft Office Outlook functionality and synchronisation; complete planning and budgeting tasks related to marketing campaigns; create and manage customer lists; create marketing campaigns; manage campaigns and track campaign responses; manage Account, Contact, Lead, Opportunity and Activity records; understand Sales functionality, including Lead, Opportunity, Quote, Order, Invoice, and Product Catalogue management; understand Service functionality, including Contract, Case, Knowledge Base and Queue Management; understand Service Scheduling functionality including Scheduling Services, Scheduling Administration and Defining Services; use Microsoft Dynamics CRM Advanced Find functionality to evaluate customer data.

Training Partners

We work with the following best of breed training partners using our bulk buying power to bring you a wider range of dates, locations and prices.


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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.

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