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Training Course Summary:

This 3 day course explores the Microsoft CRM application from a user's perspective. Modules in this hands-on classroom experience include functionality available in both Standard and Professional editions of Microsoft CRM. Application functionality covered in the course includes Core CRM Navigation, User Interface, Sales for Outlook Client, Sales, and Customer Service. This application course does not include materials or instructor discussion of Microsoft CRM Installation, Application Configuration, Workflow Configuration, Customization, Back Office Integration or Data Migration.

Pre-Requisites:

Before attending this course, students must have:

• An understanding of CRM solution processes and practices

Who Should Attend:

Microsoft CRM Applications Professional training is recommended for individuals who will be on the implementation team, administering or using the Microsoft CRM application in their organization.

Training Course Overview/Content:

After completing this course, students will understand:

• Microsoft CRM User Interface and application terminology

• Basic and advanced navigation and record maintenance

• Microsoft CRM Sales for Outlook functionality and synchronization

• Account, Contact, Lead, Opportunity and Activity record management

• Microsoft CRM Standard and Professional edition functionality

• Sales functionality, including Lead, Opportunity, Quote, Order, Invoice, and Product Catalog management

• Customer Service functionality, including Contract, Case, and Knowledge Base management

• Options to personalize the Microsoft CRM User Interface and personal settings

Qualifications:

No Microsoft Certified Professional exams are associated with this course currently.