Introduction

This one-day course explores the Microsoft CRM application from a user's perspective.
Application functionality covered in the course includes Core CRM Navigation, User Interface, Outlook Client, and the Service Scheduling module. 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.
This course teaches the processes and functionality used by service scheduling managers and service schedulers. The course starts with an introduction to the core concepts of Microsoft CRM then an overview of the service scheduling processes. Subsequent lessons explore the service scheduling concepts in more detail. A complete understanding of the scheduling processes in Microsoft CRM helps you receive the most out of the system .

Pre-Requisites

Before attending this course, students must have:

• General knowledge of Microsoft Windows
• An understanding of Customer Relationship Management solution processes and practices

Outcomes

After completing this course, students should understand:

• Microsoft CRM User Interface and application technology, and how to use options to personalize the User Interface and personal settings
• Basic and advanced navigation and record maintenance
• Microsoft CRM Client for Outlook functionality and synchronisation
• Account, Contact, and Activity record management
• Service Scheduling functionality. This includes Scheduling Services, Scheduling Administration, and Defining Services.
• Microsoft CRM Advanced Find functionality to evaluate customer data