Course 80442: Introduction to Microsoft Dynamics® CRM 2011
|Technology:||Microsoft Dynamics CRM|
|Language(s):||English, Chinese (Simplified), French, German, Italian, Japanese, Portuguese, Russian, Spanish|
November 3, 2011
About this course
This one-day instructor-led course provides an introduction to Microsoft Dynamics CRM 2011. The course focuses on the user interface and working with the application and provides a foundation for other Microsoft Dynamics CRM 2011 courses. The course describes Microsoft Dynamics CRM concepts, the Web interface, the Microsoft Dynamics CRM for Outlook® interface, searching, and reporting.Audience profileThis course is intended for individuals who plan to implement, use, maintain, or support Microsoft Dynamics CRM in their organization. The course is intended for anyone who wants to gain foundational knowledge of Microsoft Dynamics CRM 2011.At course completionAfter completing this course, students will be able to do the following:• Describe at a high level key Microsoft Dynamics CRM concepts.• Explain how customer records, addresses, notes, attachments, connection records, and activities are recorded in Microsoft Dynamics CRM and how to configure personal options.• Work with records and views.• Use Microsoft Dynamics CRM for Outlook to track and synchronize items and manage offline capability.• Search and report on Microsoft Dynamics CRM data.
- Course details
Course OutlineModule 1: Microsoft Dynamics CRM ConceptsThis module provides a high-level overview of Microsoft Dynamics CRM and describes ways to navigate the application.Lessons
Module 2: Working with the ApplicationThis module explains how customer records are used in Microsoft Dynamics CRM. It describes how addresses, notes, attachments, connection records, and activities are recorded in Microsoft Dynamics CRM and how to configure personal options.LessonsAfter completing this module, students will be able to do the following:• Summarize at a high-level Microsoft Dynamics CRM and its sales, marketing, and service areas.• Describe the Microsoft Dynamics CRM Web and the Microsoft Dynamics CRM for Outlook clients.• Explain the Microsoft Dynamics CRM security model.• Summarize Microsoft Dynamics CRM records.• Explain the purpose of the get started pane.• Describe ways to navigate the application.• Show how to use Microsoft Dynamics CRM Help and the Resource Center.
- Microsoft Dynamics CRM functionality
- Microsoft Dynamics CRM clients
- Microsoft Dynamics CRM records
- The Get Started pane
- Application navigation
- Microsoft Dynamics CRM Help and the Resource Center
Module 3: Working with RecordsThis module describes views and how to filter views. It further explains ownership of records, how to share records, how to delete and edit multiple records, how to import records, and how to run a mail merge.LessonsAfter completing this module, students will be able to do the following:• Explain how customer records are used in Microsoft Dynamics CRM.• Record addresses.• Use notes and attachments.• Describe the purpose of connection records.• Use activity records to track customer interactions.• Personalize Microsoft Dynamics CRM.
- Customer records
- Notes and attachments
- Personal options
Module 4: Microsoft Dynamics CRM for Microsoft Office OutlookThis module explains how to work with Microsoft Dynamics CRM for Outlook, how to manage tracked items, how records are synchronized from Microsoft Dynamics CRM to Outlook, how conditional formatting can be applied to lists of records, and how Microsoft Dynamics CRM for Outlook offline capability works.LessonsAfter completing this module, students will be able to do the following:• Describe views and how to filter views.• Explain ownership of records.• Describe the purpose of sharing and how to share records.• Describe how to delete and edit multiple records.• Describe how to import records into Microsoft Dynamics CRM.• Describe the process for running mail merge on Microsoft Dynamics CRM records.
- Record ownership
- Sharing records
- Deleting and editing records
- Import records
- Mail merge with Microsoft Word
- Integration with Outlook
- Tracking Outlook items
- Synchronizing records
- Conditional formatting
- Offline capability
After completing this module, students will be able to do the following:• Find records using quick find.• Search for records using Advanced Find.• Manage saved views.• Export records to Microsoft Excel.• Describe the default reports included in a new installation of Microsoft Dynamics CRM.• Create reports using the Report Wizard.• Provide an overview of dashboards and charts
- Search using quick find
- Search using Advanced Find
- Manage saved views
- Export to Excel
- Default reports
- The Report Wizard
- Overview of charts and dashboards
Before attending this course, students must have a working knowledge of the following:• Microsoft® Windows operating systems• Microsoft® Outlook®• Microsoft® Word• Microsoft® Excel®
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