The training programmes were deployed effectively both in formal classroom settings and remotely using web conferencing tools. Peter has helped solidify the client’s use of CRM and shown where they can extend their solution and obtain maximum business value.

Adam Spurr, Zero2Ten

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Courses relevant to the Subject-Matter Expert role.

Subject-Matter Expert Courses

  • Consulting skills for Microsoft Dynamics CRM projects

    Course code: CRMKC001
    Classroom course

    This 3-day training course has been designed to train technology and business consultants in the art of Microsoft Dynamics CRM consulting. This course aligns with the Microsoft Dynamics SureStep methodology but does not exclusively depend on this framework. We use the term consultant in so far as this course is applicable to application, technology and development consultants.

  • CRM 2016 - new features

    Course code: CRMKCRM2016NEW
    Classroom course

    Microsoft have invested heavily in their CRM platform over the last few years. 2016 saw a raft of new technology arrive in CRM online. Many partners, clients and consultants are still getting to grips with new features in Projects, Service and Portals. This one day workshop is designed to bring teams up to speed with whats new and why the change is important.

  • Customer journey analysis and design

    Course code: CRMK125A
    Classroom course

    Designing optimal customer experience processes is one of the most important activities that an organisation can carry out in today’s fast paced competitive world. This one-day seminar takes your team through the principles of customer experience design and analysis. By the end of the course you will have begun to pull together a comprehensive customer journey development plan.

  • Customer Service in Microsoft Dynamics CRM 2013

    Course code: 80545A
    Classroom course

    This course focuses on how an organisation can nurture customer satisfaction through automation of business processes within Microsoft Dynamics CRM 2013. This course provides an insight into all of the powerful Customer Service and Service Scheduling functionality capabilities within Microsoft Dynamics CRM 2013. Additionally, this course guides you through the process of working with your customers in Microsoft Dynamics CRM 2013, including: resolution of customer complaints and services issues cost effectively, and provides insight on managing all related correspondence, documents, contacts and conversations. This course demonstrates the rich and relevant view of your customer that provides your team with actionable insights, including the use of knowledge management in a centralized knowledge base.

  • Customisation & Configuration in Microsoft Dynamics CRM 2013

    Course code: 80542A
    Classroom course

    This course describes the techniques required to customize Microsoft Dynamics CRM 2016 to meet the specialized needs of businesses. The topics covered include security; creation and configuration of entities; design of forms views and charts; auditing and solutions. The course describes each topic and how each topic relates to the other topics to produce a full configured, effective solution. The content described here is the latest version from Microsoft Learning. This will be updated as more details becomes available.

  • Introduction to Microsoft Dynamics CRM

    Course code: CRMKINTRO001
    Classroom course
    E-learning course
    One-to-one course

    This one-day instructor-led course provides an introduction to Microsoft Dynamics CRM. The course focuses on the user interface and working with the application and provides a foundation for other Microsoft Dynamics CRM courses. The course describes Microsoft Dynamics CRM concepts, the Web interface, the Microsoft Dynamics CRM for Outlook interface, searching, and reporting. For the public format of this class we assume CRM latest - we can however run this course for most versions of CRM.

  • Sales Management in Microsoft Dynamics CRM

    Course code: 80291A
    Classroom course
    E-learning course
    One-to-one course

    This course introduces the capabilities of Sales Management in Microsoft Dynamics CRM that allow you to track and manage the sales process from potential to close. It provides insight on using the Product Catalog and process sales information. It also introduces some of the tools used to analyse and report on sales information.

  • Service Management in Microsoft Dynamics CRM

    Course code: CRMKSERVMGMNT
    Classroom course
    E-learning course
    One-to-one course

    This course introduces Microsoft Dynamics CRM service management functionality and explains how it helps organisations track information about cases, customer complaints or requests, and small projects. You will learn how to use the knowledge base and discusses how organisations can browse, locate, and share information in the repository. It also discusses how to create, manage and use teams and queues in Microsoft Dynamics CRM.