Fast Track: Learn Microsoft Dynamics CRM 2011/CRM Online in 5 Days Flat!

5 Day Course
Hands On
Code F1041

Book Now - 1 Delivery Method Available:

Scheduled Online Onsite


This fast track course provides students with the skills and knowledge to use and customise Microsoft Dynamics CRM 2011. It is intended for individuals that plan to implement, deploy, use, maintain, consult or support Microsoft Dynamics CRM 2011 in their organisation.

After completing the course, students will be able to use the Microsoft Dynamics CRM user interface and application terminology; develop basic and advanced navigation and record maintenance; create marketing campaigns; create and maintain account, contact, and activity record management; schedule, administer, and define services; use the sales functionality; configure an organisational structure within Microsoft Dynamics CRM; import and export customisations; customise database entities and attributes; customise entity relationships and mappings.

This fast-track course has now been updated to a B version, with most of content taken from the Microsoft Official Curriculum for CRM 2011. We include an Introduction to CRM 2011 module and also added a Workflow Module which is missing from the Official Curriculum as delivered by other suppliers. The package includes Microsoft one-time exams MB2-866 & MB2-868, which may be taken either at the end of the course or at any time within 18 months of attending the training course. F1’s CRM trainers advise that the MB2-868 exam should only be tackled at the end of the course if students have prior knowledge of using Microsoft Dynamics CRM. However, should you prefer not to purchase the exams with the training, discuss discount options with your Sales Representative. As this is a fast-track course, students should expect longer days and shorter lunch breaks, in order to complete all of the content and exams.

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.


Hide all

Introduction to Microsoft Dynamics CRM (3 topics)

  • Gaining a competitive advantage through CRM
  • Microsoft Dynamics CRM Modules
  • Microsoft Dynamics CRM User Interface

CRM 2011 Basics (7 topics)

  • Microsoft Dynamics CRM in Your Organization
  • Customer Records
  • Record Ownership and Assignment
  • Using Activities to track Customer Interactions
  • Finding and Maintaining Your Data
  • Using Duplicate Detection
  • Subject Tree

Microsoft Dynamics CRM for Microsoft Office Outlook (6 topics)

  • Integration between Microsoft Dynamics CRM 2011 and Outlook
  • Record Management in the Outlook client
  • E-mail management in CRM 2011 for Outlook
  • Multiple Views and Conditional Formatting
  • Creating Mail Merge Documents
  • Using CRM 2011 for Outlook with Offline Access

Introduction to Sales Management (6 topics)

  • Overview of the Sales Process in Microsoft Dynamics CRM
  • Core Records in the Sales Process
  • Tracking Competitors and Managing Sales Literature
  • Working with Leads
  • Working with Opportunities
  • Sales Processes, Workflows and Dialogs

Sales Order Processing (4 topics)

  • The Microsoft Dynamics CRM Sales Order Process
  • Opportunities, Quotes, and the Sales Process
  • Working with Orders
  • Working with Invoices

Introduction to Marketing Automation (8 topics)

  • Benefits of Closed Loop Marketing
  • Creating and Using Marketing Lists
  • Marketing Campaigns and Quick Campaigns
  • Quick Campaigns
  • Introduction to Marketing Campaigns
  • Creating a Marketing Campaign
  • Creating and Using Campaign Templates
  • Importing Leads

Implementing and Managing Marketing Campaigns (6 topics)

  • Campaigns, Campaign Activities and Marketing Lists
  • Creating and Using Email Templates
  • Sales Literature, Products and Price Lists
  • Distributing Campaign Activities
  • Capturing and Viewing Campaign Responses
  • Working with Campaign Responses

Introduction to Service Management (4 topics)

  • Getting Started with Service Management
  • Cases and the Service Management Process
  • Queues and Contracts in Service Management
  • Working with Cases in the Case Grid

Working with Cases and Contracts (5 topics)

  • Creating Case Records
  • Working with Cases
  • Contracts and Contract Templates
  • Creating and Working with Contracts
  • Using Contracts with Cases

Introduction to Service Scheduling (6 topics)

  • Service Scheduling Overview
  • Service Scheduling Scenarios
  • Service Scheduling Process
  • Working with Service Activities and the Service Calendar
  • Closing, Cancelling, or Rescheduling a Service Activity
  • Using Charts and Reports to Analyse Service Activities

Advanced Service Scheduling Topics (5 topics)

  • Understanding the Service Activity Scheduling Engine
  • Resources, Services and Selection Rules
  • Incorporating Customer Preferences
  • Resource and Service Capacity Requirements
  • Understanding Sites and Same-Site Requirements

Analysis, Reporting and Goals (6 topics)

  • Analysing Information with Lists, Views and Charts
  • Working with Reports
  • Creating and Managing Goals
  • Creating Charts
  • Customizing and Working with Dashboards
  • Exporting Information

Organisational Settings (4 topics)

  • System Settings
  • Auto Numbering
  • Multilingual User Interface
  • Multicurrency

Processes: Workflow & Dialogs (4 topics)

  • Use workflows and dialogs to automate processes, improve productivity and set standards.
  • Use triggers, stages, actions, conditions and waits to define a workflow
  • Use variables, prompts, responses and forms to set up a dialog
  • Monitoring processes

Importing Data (4 topics)

  • Importing records into an entity
  • Migrating Data
  • Data Jobs
  • Duplicate checks

Business Units and Security Roles (3 topics)

  • Business Units
  • Managing Business Units
  • Security Features

Configuring Users and Teams (3 topics)

  • User Management Overview
  • Adding and Maintaining User Accounts
  • Team Configuration

Customising Microsoft Dynamics CRM Overview (4 topics)

  • Customization Methodology
  • Who can Customize Microsoft Dynamics CRM?
  • Types of Customizations
  • Types of Customizations - Solutions

Customising Fields (5 topics)

  • Customization Concepts
  • Field Data Types
  • Field Properties
  • Creating Fields
  • Creating Option Sets

Customising Entities (2 topics)

  • Entity Concepts
  • Modifying Custom Entities

Customising Relationships and Mapping (3 topics)

  • Types of Entity Relationships
  • Creating Entity Relationships
  • Entity Mapping

Customising Forms, Views and Charts

Configuring Field Security (2 topics)

  • Field Security Scope
  • Field Security and Other Security Methods

Configuring Auditing (3 topics)

  • Enabling Auditing
  • Viewing Audit Data
  • Managing Audit Partitions

Configuring Solutions (3 topics)

  • Solutions Review
  • Exporting and Importing Unmanaged Solutions
  • Exporting and Importing Managed Solutions


There are no pre-requisites for this course.

or call:408-759-5074

Course PDF


Share this Course


Recommend this Course