About this course

Course type Performance Plus
Course code QACRMFT2
Duration 2 Days

This course provides both an introduction to Microsoft Dynamics CRM and provides students with the skills and knowledge to personalise Microsoft Dynamics CRM.

Target Audience: It is intended for individuals that plan to implement, deploy, use, maintain, consult or support Microsoft Dynamics CRM in their organisation. Includes selected marketing and What's New content.


  • General knowledge of Microsoft Windows
  • General knowledge of Microsoft Office
  • Students do not need a prior understanding of Customer Relationship Management solution processes and practices

Delegates will learn how to

  • Use the Microsoft Dynamics CRM user interface and application terminology
  • Develop basic and advanced navigation and record maintenance
  • Create and maintain account, contact, and activity record management
  • Use the sales functionality
  • Schedule, administer, and define services

Please note: Before attending this class delegates must have a Microsoft account (signing up one is free). The instructions on how to set up a Microsoft account can be found here.


Day One:

Module One – Navigation & Searching
Navigation Bar
Command Bar

  • Lab A – Creating a Personal View using the Advanced Find

Module Two – Introduction to Customer Records

  • Lab A – Create an Account using the Quick Create

What is a Customer?

  • Lab B – Create a Contact through the Full Form

Module Three – Lead Management

  • Lab A – Create a new Lead using Quick Create

The Lead Record
Business Process Flow
Adding Activities to Leads

  • Lab B – Create and Qualify a New Lead

Module Four – Opportunity Management
The Opportunity Record
Business Process Flow
Working with the Opportunity

  • Lab A – Create a Competitor
  • Lab B – Create a New opportunity

Module Five – The Product Catalog
Product Catalog Basics

  • Lab A – Create and Publish a New Product

Building a Product Family
Product Properties

  • Lab B – Create a Family of Products

Clone a Product
Product Catalog Suggestions
Product Bundles
Adding Products to Opportunities

  • Lab C – Adding Products to Opportunities

Module Six – Quote and Order Processing
The Quote Lifecycle
Create a Quote from within an Opportunity
Create a New Quote
Generating Orders
Creating an Order from a Quote
Creating an Order

  • Lab A – Generating Quote and Order

Module Seven – Working with Invoices
Creating Invoices
Updating Status of Invoice
Closing Invoices

  • Lab A – Create an Invoice from within an Order

Module Eight – Understanding Goals and Goal Managment
Goal Metrics
Rollup Queries
Establishing the Goal

  • Lab A – Create a Parent-Child Goal

Module Nine – Analysing Sales
Exporting Sales information to Excel
Working with Charts and Dashboards
Creating a Chart
Working with Dashboards
Dynamics 365 Reporting

  • Lab A – Create a new Chart

Day Two:

Module One – Navigation & Searching
Navigation Bar
Command Bar

  • Lab A - Quick Search
  • Lab B – Advanced Find
  • Lab C – Create a Personal View

Module Two – Introduction to Dynamics 365
Main Service Entity Types
Subject Tree

  • Lab A – Create a Subject Tree

Module Three – Case Management
Case Records

  • Lab A – Create a New Case

Business Process Flows
Merging Versus Parent Case Management

  • Lab B – Managing Cases Using parent/Child Relationships

Managing Case relationships using Parent Cases

  • Lab C – Attaching a Knowledge Base Record to a Case, Resolving a Case

Module Four – Service Level Agreements
The Service Level Agreeement
Key Performance Indicators

  • Lab A – Adding Relevant Fields to Existing Forms
  • Lab B - Creating an Enhanced SLA

Customer Service Holiday Schedules

  • Lab C – Add a Customer Service & Holiday Schedule

Actions and consequences of SLAs

  • Lab D – To create the ‘First Response By’ KPI
  • Lab E – Creating the Resolve by KPI (if time permits)

Entitlement Templates

  • Lab F – Creating an Entitlement Template
  • Lab G – Creating an Entitlement
  • Lab H – Adding Products and a Contact to an Existing Entitlement (if time permits)

Routing Rule Sets

  • Lab I – Creating Queues and Routing Rule Set

Module Five – Reports, Charts & Dashboards

  • Lab A – View and fine-tune built-in Reports

Custom Reports

  • Lab B – Create a Custom Report to Track SLA KPIs Approaching

Non Compliance

  • Lab C – Experimenting With Charts


  • Lab D – Creating and Modifying Dashboards

Goal Management

  • Lab E – Creating a Goal Metric for a user
  • Lab F – Creating a user Goal
  • Lab G – Creating a Team Goal

Performance Plus

2 Days

Microsoft Dynamics
Delivery Method

Delivery method

Classroom / Attend from Anywhere

Receive classroom training at one of our nationwide training centres, or attend remotely via web access from anywhere.

Find dates and prices

Online booking is currently not available for this course, to find out more please call us on 01753 898320 or email us at info@qa.com to discuss how we can help.

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