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.


Working with the Application

  • Navigating the CRM System
  • Customer records
  • Personal options

Introduction to Sales Management

  • The core Sales Management record types

Lead Management

  • Lead to Opportunity Process Form and Process Bar
  • Convert Activity Records to Leads
  • Qualifying and Disqualifying Leads
  • Create, Maintain, and Use Sales Literature
  • Create, Maintain, and Use Competitors
  • Lab: Create and Disqualify a Lead

Working with Opportunity Records

  • Create Opportunities and Work with Opportunity Form
  • Changing Opportunity Status
  • Lab: Managing Sales Opportunities

Working with the Product Catalog

  • The Dynamics CRM Product Catalog
  • Unit Groups
  • Adding and Maintaining Products
  • Adding and Maintaining Product families
  • Product Hierarchy
  • Creating, Maintaining and Using Price Lists
  • Currency Management
  • Creating a Price List
  • Lab: Managing Price List Items
  • Create a Test Opportunity Record, and Add a Price List
  • Lab: Managing the Product Catalog

Sales Order Processing

  • Adding Line Items (Opportunity Products) to Opportunities
  • Quote Management
  • Working with Orders
  • Working with Invoices
  • Lab: Sales Order Process

Metrics and Goals

  • Configuring Goal Metrics & Fiscal Periods
  • Creating and Assigning Goal Records
  • Creating and Recalculating Parent and Child Goal Records
  • Creating a Rollup Query
  • Lab: Goal Management for Individuals

Sales Analysis

  • Running Built-in Reports
  • Exporting Sales Information to Excel
  • Working with Charts and Dashboards
  • Lab: Create a New Sales Dashboard
  • Create an advanced find query
  • Create a chart
  • Create a dashboard, and add the advanced find query and chart to it, then share

Introduction to Customer Service

  • Customer Scenarios
  • Customer Service Entities and Record Types
  • Creating a Subject Tree
  • Lab: Subject Tree
  • Knowledge Base, creating and publishing Articles.
  • Lab: Managing Knowledge Base Articles

Case Management

  • Creating Case Records
  • Managing Cases using Parent/Child Relationships
  • Case Resolution, Canceling and Deleting
  • Assigning Case Records
  • Working with the Subject Tree
  • Working with the Case List and Views
  • Attaching Knowledge Base Articles to Cases
  • Lab: Merging Cases

Service Level Agreements (SLAs)

  • Understanding SLA's
  • Creating a Default SLA
  • Defining Customer Service Schedules
  • Adding KPI to SLAs
  • Lab: Creating a 'Resolve by' KPI
  • Understanding Entitlement and their relationship with SLAs
  • Creating Entitlement Templates
  • Lab: Create and Entitlement
  • Understanding and Creating a Routing Rule Set

Service Scheduling

  • Service Scheduling Scenarios
  • Service Scheduling Terminology
  • Service Scheduling Process
  • Resources, Services and Selection Rules
  • Understand Sites and Same-Site Requirements
  • Manage Business Closures
  • Working with Service Activities and the Service Calendar
  • Close, Cancel, or Reschedule a Service Activity
  • Lab: Schedule a Service by Using a Same-Site Requirement

Performance Plus

2 Days

Microsoft Dynamics
Delivery Method

Delivery method


Face-to-face learning in the comfort of our quality nationwide centres, with free refreshments and Wi-Fi.

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