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Microsoft CRM 2015 Applications


Date of Class:


Last Day To Enroll:

2975.00 2,975.00

  • Course Delivery: Virtual Classroom
  • Duration: 40 
  • Language: English

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This training will focus on MS CRM Sales and Service modules. The Sales module will describe the components used in MS Dynamics CRM Sales Management and explain how these can be applied to a variety of business scenarios. Training will also specify the record types that MS Dynamics CRM employs to track sales from potential to close. The Service module will teach the procedure of working with consumers in MS Dynamics CRM, including cost-effective resolution of services issues and customer complaints. This course will cover: Customer management, Lead, Order, Quote, Opportunity, Invoice Management, Case management, Knowledge base management, and Service Management.


Topics Covered

Introduction to Microsoft CRM Online

  • Module 1: Dynamics CRM Overview
  • Module 2: Working with Dynamics CRM
  • Module 3: Processes and Functional Scenarios
  • Module 4: Working with Data

Customer Service Management

  • Module 1: Customer Service Overview
  • Module 2: Case Management
  • Module 3: Knowledge Base
  • Module 4: Queue Management
  • Module 5: Entitlements
  • Module 6: Analysis, Reporting, and Goals
  • Module 7: Service Scheduling

Sales Management

  • Module 1: Introduction to Sales Management
  • Module 2: Lead Management
  • Module 3: Working with Opportunity Records
  • Module 4: Working with the Product Catalog
  • Module 5: Sales Order Processing
  • Module 6: Sales and Marketing
  • Module 7: Goal Management
  • Module 8: Sales Analysis

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