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									                                    End-Users Training for Microsoft Dynamics CRM 4.0
                                    Get the most out of your CRM investment by increasing efficiency of CRM
                                    users who have limited experience or who have worked with prior versions of
                                    Microsoft Dynamics CRM. Students will explore Dynamics CRM features that
                                    will help to increase their daily productivity.
                                    This training covers the concepts, possibilities and features of the product and
Key Data                            provides best practices for using CRM features.

Travi@ta Course:                    Content
EUS4020                             Students will become familiar with:
                                         Skills to efficiently use the interface of Dynamics CRM
Based on:                                Use Microsoft Dynamics CRM from within Outlook
MOC 8913B                                Synchronization of Outlook data with CRM
                                         Using Word Mail Merge
Number of Days:                          Export to Excel
1                                        Duplicate detection and Merging
                                         Use the Advanced Feature to create personal data views
Languages:                               Understand the concepts of workflows in CRM
Documentation: English
                                         Running pre-defined reports
Session: English, Dutch or French
          (upon prior request)
                                    Hands-on experience
                                    The training provides hands-on experience with LABs on the following areas:
Customer Preparations:
                                         Changing personal settings
None required
                                         Creating and linking Accounts, Contacts and Activities
                                         Tracking and synchronizing E-mails and Appointments
Student Take-Away:
                                         Using “Set Regarding”
Course Summary
                                         Send personalized E-mails using Word Mail Merge
Course Syllabus
Course Exercises                         Creating Dynamic reports in Excel
Course Presentation Handouts             Creating Personal Views using Advanced Find
                                         Running pre-defined CRM Reports
                                         Monitor workflows

                                    Target Audience
                                           Users who have limited experience in Dynamics CRM.
                                           Users who have experience with previous versions of Dynamics CRM.

                                    Key Benefits
                                           Get a quick start in using Dynamics CRM and benefit from Q&A
                                            sessions.
                                           Compact customized training focusing on the most common questions
                                            from users with some experience in Dynamics CRM.

                                    Prerequisites (all required)
                                         Familiarity with basic use of Microsoft Windows and Microsoft Office
                                            (Outlook, Word & Excel).
                                           Successfully completed the GST4020 training or have at least 3 weeks
                                            hands-on experience.
Course Details                     Module 1: Getting started in a nutshell
                                     Lessons
EUS4020                                       Basic Concepts
                                              Key Features
End-Users Training for Microsoft              User Interface and Efficiency Skills
Dynamics CRM 4.0                              Personal experience

                                   After completing this module, students will be able to:
                                        Understand the closed loop principle
                                        Change personal settings in Dynamics CRM for a personal experience
                                        Understand the “Regarding” concept in Dynamics CRM
                                        Use CRM forms and the form assistant
                                        Efficiently use the Quick find searching technique

                                   Module 2: Outlook Integration
                                     Lessons
                                              Best-practices for CRM Outlook
                                              Synchronization concepts
                                              Local Data Groups
                                              Personal Options for Synchronization

                                   After completing this module, students will be able to:
                                        Understand the mapping of Dynamic CRM information and Outlook
                                           information
                                        Track Outlook information like E-mails and Appointments into
                                           Dynamics CRM
                                        Understand the possibilities for automatic tracking
                                        Understand the difference between working online and offline
                                        Understand the different entry points to start & complete activities

                                   Module 3: Office Integration
                                     Lessons
                                          Word Mail Merge
                                          Templates
                                          Export to Excel

                                   After completing this module, students will be able to:
                                        Send personalized E-mails to multiple contacts using the Word Mail
                                           Merge feature and based on an existing Template
                                        Understand the complete picture of Templates and how to use them
                                        Export data to Excel worksheets
                                        Understand the difference between “static” and “dynamic” Excel
                                           reports
Module 4: Data Access & Quality
   Lessons
            Duplicate Detection
            Merging Data
            Personal Views
            Bulk Edit

After completing this module, students will be able to:
     Understand the definition of Duplicate Detection rules
     Understand Duplicate Detection alerts
     Merge two duplicate records and understand the consequences
     Use “Saved Views” to share personal views with other users
     Understand the basics for defining filter criteria across entities to filter
        data
     Change the visible columns and sorting behavior of views
     Update data in bulk
     Use all the features required to improve overall Data Quality in their
        Dynamics CRM system

Module 5: Introduction to Reporting
   Lessons
        Dynamics CRM Reports
        Report Parameters

After completing this module, students will be able to:
     Understand the different types of Reports and how they can be
        executed in Dynamics CRM
     Use and change parameters in Dynamics CRM reports

Module 6: Introduction to Workflows
   Lessons
        Introduction to Workflows
        Monitoring Workflows

After completing this module, students will be able to:
     Understand the concept of Workflows and how they can be triggered
     Monitor the progress of workflows

								
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