Thank you for your enquiry!

One of our training experts will be in touch shortly to go over your training requirements.



Press esc to close

close close

Back to course information

Thank you for your enquiry!

One of our training experts will be in touch shortly to go overy your training requirements.

close close

Thank you for your enquiry!

One of our training experts will be in touch shortly to go over your training requirements.

CRM Training

Online Instructor-led (1 days)

Classroom (1 days)

Online Self-paced (8 hours)

Salesforce Masterclass Outline

This one-day intensive masterclass shall cover a range of topics within Salesforce and shall focus on the most important and necessary aspects. The modules covered are as follows:

Integrations Overview

  • Key Characteristics of an Integration
  • Salesforce Integration Mechanisms

Security and Authorization, and Authentication

  • Security
  • Single Sign-on with Federated Identity using SAML
  • Single Sign-on Delegated Authentication

Working with Salesforce Data

  • Retrieving Data: Objects, SOQL and SOSL


  • Working with SOAP API
  • Working with the Partner WSDL
  • Debugging and Testing
  • Advanced API Techniques


  • JSON Basics
  • JSON Java
  • JSON and C# REST APIs

  • The Basics of REST
  • The REST API
  • The Chatter API Bulk API

  • An Overview of the Bulk API
  • Using the Bulk API to Modify Data
  • Querying with the Bulk API Streaming API

  • The Architecture
  • Working with the Streaming API
  • Key Streaming API Facts

Data Loader in Architecture

  • Data Loader Overview
  • Including Data Loader in Architecture

Apex, Data Loader and Integrations

  • Custom Apex Web Services
  • Apex Callouts
  • Email Services

Declarative Integration Features

  • Outbound Messaging
  • Salesforce to Salesforce

Visualforce, Portals, Sites,, and Ideas Integration

  • Mashups and Visualforce
  • Portals Integration
  • Sites
  • Overview
  • Ideas Integration

Design Workshop

  • Review
  • Architecting a Solution

Show moredown

Who should attend this Salesforce Training Course?

Integrating with is ideal for independent software vendors (ISVs), customer developers, and system integrators wanting to learn how to design and build integrations with cloud platform applications.


There are no firm prerequisites for this course; however, we do recommend that participants be familiar with the platform and proficient in an object-oriented programming language such as Java or C#.

Salesforce Masterclass Overview

Salesforce encompasses a range of products that provides integrated solutions to manage all customer interactions. These products include Sales Cloud, Service Cloud, Marketing Cloud, Analytics Cloud, Community Cloud, Salesforce Platform, and IOT Cloud. This world leader in customer service solutions is all cloud-based meaning that expensive hardware and software set up is redundant.

This one-day course is precise and eliminates the unnecessary jargon that often accompanies longer, drawn out courses. Salesforce Masterclass shall equip delegates with the key components of the Salesforce products so that delegates are able to utilise the learnt skills immediately and effectively incorporate them into their enterprises. 

Show moredown

What’s Included in this Salesforce Training Course?

This training course includes the following:

  • The Knowledge Academy’s Salesforce CRM Course Materials
  • Experienced Instructor
  • Completion Certificate
  • Refreshments

Show moredown

Online Instructor-led (1 days)

Classroom (1 days)

Online Self-paced (8 hours)

Microsoft Dynamics CRM Masterclass Outline


  • Introducing you to Dynamics
  • Dynamics Overview
  • Multiple Client Support
  • The Dynamics Portfolio

Application Areas

  • Financial Management
  • Inventory Management
  • Sales
  • Purchasing
  • Project Management
  • Reporting and Analytics

User Interface

  • Searching for Pages and Reports
  • My Settings
  • The Ribbon
  • The Navigation Pane

Learning the Basics

  • Enter and Edit Information
  • Excel
  • Sending Reports
  • Sorting Information
  • Search and Filter Information

Sales and Marketing

  • The Power of a Customer Relationship Management
  • How to Understand your customers
  • Combining Sales and Marketing using your CRM

Master Data for Sales and Purchase Processes

  • Items
  • Item Attributes
  • Customers
  • Vendors
  • GL Accounts

Process Sales and Purchases

  • Process Flows
  • Purchase Order
  • Create Purchase Invoices
  • From Sales Quote to Sales Invoice
  • Send Invoices to Customers
  • Tools to Increase Productivity
  • Outlook for Business edition

Show moredown

Who should attend this Microsoft Dynamics Training Course?

This course is for those who are working in specific roles that require Microsoft Dynamics CRM and are responsible for using this tool. Job roles include:

  • Customer service representatives
  • Service Schedulers
  • Consultants
  • Administrators
  • Office Managers
  • CEOs


Before starting this course, it is recommended that delegates have a general understanding of Microsoft Windows, Microsoft Office, and Customer Relationship Management solution processes and practices. 

Microsoft Dynamics CRM Masterclass Overview

Attendance at this Microsoft Dynamics CRM Masterclass will give delegates a complete overview of this Customer Relationship Management (CRM) software package. It is designed to help those working in Sales, Marketing, and Financial Service sectors to easily manage and maintain customer relationships, track sales, and deliver significant, serviceable data. Explore basic functionalities, including generating reports and using analytics; sorting, searching, and filtering information; and setting up master data for sales and purchase processes. By enhancing understanding of using this integrated CRM solution, delegates will be capable of enhancing business intelligence, identifying growth opportunities, and increasing profitability. This course covers all versions of Microsoft Dynamics CRM and helps delegates realise how they can improve customer satisfaction through the automation of business processes.

Show moredown

What’s Included in this Microsoft Dynamics Training Course?

We provide you with:

  • The Knowledge Academy Microsoft Dynamic CRM Masterclass Manual
  • Experienced Instructor
  • Certificate
  • Refreshments​

Show moredown

Online Instructor-led (1 days)

Classroom (1 days)

Online Self-paced (8 hours)

Oracle Sales CRM Masterclass Outline

The Oracle CRM Masterclass course has been designed to help delegates learn the fundamental concepts of the application and how to implement it to a business. Delegates will also learn the role of the administrator and how to setup tasks and templates.

The subjects that are taught during this Oracle course include:

  • Defining appropriate default settings and password policies
  • Applying a sales technique into Oracle CRM
  • Customising Oracle CRM to meet company objectives
  • Extending the CRM functionality to perform critical tasks
  • Setting up users with the Oracle CRM
  • Identifying tools and resources to administrators

Show moredown

Who should attend this Oracle Training Course?

This Oracle training course has been intended for:

  • Project Managers
  • Technical Consultants
  • Business Analysts


There are no prerequisites for the Oracle CRM Masterclass course.

Oracle Sales CRM Masterclass Overview

Oracle CRM (customer relationship management) is a variety of applications that show you vital information within a business. This information could be driven sales, revenue, marketing, and other important sources of data. The Oracle CRM has been created on an open based architecture to improve data quality and business processes which allows you to share this information with other employees.

By using this tool to measure campaigns, you will be able to distribute this information to small teams in remote locations. There are over 50 Oracle CRM specific tools to use so that you can collect and present accurate information.

Show moredown

What’s Included in this Oracle Training Course?

We provide:

  • The Knowledge Academy’s Oracle Sales CRM Course Materials
  • Experienced Instructor
  • Certificate on Completion
  • Refreshments

Show moredown

Online Instructor-led (1 days)

Classroom (1 days)

Online Self-paced (8 hours)

Microsoft Dynamics AX Masterclass Outline

This course covers the following topics:

  • Navigating the interface
  • Setting up a General Ledger
  • Setting up Journals
  • Entering General Ledger transactions
  • Setting up Sales Tax Components
  • Setting up Reason Codes and Using the Fill Utility
  • Setting up Bank Accounts and Bank Parameters
  • Entering Bank Transactions
  • Setting up Accounts Payable
  • Entering Accounts Payable Transactions
  • Setting up Accounts Receivable
  • Entering Accounts Receivable Transactions

Show moredown

Who should attend This Microsoft Dynamics Training Course?

The course is aimed at any users of Dynamics AX looking to improve their understanding of the main Dynamics modules.


As this course is aimed at everybody, there are no prerequisites.

Microsoft Dynamics AX Masterclass Overview

This 1-day masterclass in Microsoft Dynamics AX provides a comprehensive understanding of how to use this complete enterprise resource planning solution. Starting from the basics, the course focuses on the knowledge needed to use Dynamics AX, including how to effectively navigate the interface, finding and sorting data, and typical tasks that may be carried out during day-to-day usage of the program.

This course is customisable according to the version of Dynamics AX for which you require training.

Show moredown

What’s Included in this Microsoft Dynamics Training Course?

At The Knowledge Academy, we include the following with this course:

  • The Knowledge Academy’s Microsoft Dynamics AX Masterclass Course Materials
  • Experienced Instructor
  • Certificate on Completion
  • Refreshments

Show moredown

Online Instructor-led (4 days)

Classroom (4 days)

Online Self-paced (32 hours)

Salesforce Admin Training Course Outline

Module 1: Salesforce Overview

  • What is Salesforce?
  • Why Salesforce?
  • Salesforce Architecture
  • Service Nature of Salesforce
  • Features of Salesforce
  • Salesforce Products
  • Difference Between Traditional CRM Vs. Salesforce CRM
  • How are Companies Using Salesforce?
  • How to Access Salesforce?
  • What is APEX?

Module 2: Quote Templates

  • Set Up Quote templates
  • Manage Quote
  • Create and Email Quotes Pdf
  • Things to Learn About
    • Quotes Templates
    • Quotes

Module 3: Data Types, Field Types, and Components

  • Different Data Types in Salesforce
  • Different Salesforce Field Types
  • Salesforce Components

Module 4: Custom Buttons and Links

  • Override Standard Buttons and Tab Home Pages
  • Custom Button and Link Samples
  • Custom Button and Link Considerations

Module 5: Process Builder

  • Process Limits and Considerations
  • Setting Values in the Process Builder
  • Setting Advanced Options in the Process Builder
  • Create a Process
  • Process Management
  • Troubleshoot Processes

Module 6: Validation Rule Considerations

  • Require Field Input to Ensure Data Quality
  • Field Sets
  • Roll-Up
  • Lookup Filters

Module 7: Controlling Access Using Hierarchies

  • Create a User Role
  • Assign Users to Roles
  • Viewing and Editing Roles
  • Success with Roles
  • Role Fields
  • Role and Territory Sharing Groups
  • Managers in the Role Hierarchy

Module 8: Salesforce Data Security Model

  • Basics
  • Scenario
  • Types of Record-Level Security

Module 9: Profiles

  • Standard Profiles
  • Manage Profile Lists
  • Work in the Enhanced Profile User Interface Page
  • Work in the Original Profile Interface
  • View and Edit Tab Settings in Permission Sets and Profiles
  • View and Edit Password Policies in Profiles

Module 10: Reports and Dashboards

  • Analytics Tab
  • Reports
  • Dashboards
  • Report and Dashboard Folders
  • Report and Dashboard Limits, Limitations, Allocations, and Technical Requirements

Module 11: Manage Salesforce Data

  • Move Tracking Data
  • Reports
  • Tracking Workspace
  • Triggered Sends Tracking
  • Export Triggered Sends Tracking
  • Update Job Links Overview
  • View Tracking History
  • View Tracking Results for an Email Send
  • Link Tracking
  • Understand Timing and Tracking

Module 12: AppExchange

  • What Is AppExchange?
  • Business Plans for AppExchange Listings
  • Submit a Due Diligence and Compliance Certification
  • Publish on AppExchange
  • How Does AppExchange Search Work?
  • Email Notifications
  • Collect AppExchange Leads
  • Analytics Reports for Publishers
  • Update the Package in your AppExchange Listing

Module 13: Deploy a Change Set

  • Monitor Deployments of Change Sets
  • When Change Sets Become Unavailable

Show moredown


There are no formal prerequisites for attending this Salesforce Admin Training course.


This course is intended for those who wish to explore their field of expertise in the salesforce department. It is well suited for

  • Aspiring Salesforce Professionals
  • System Administrators
  • Product Managers

Salesforce Admin Training Course Overview

Salesforce administrators collaborate with stakeholders to design processes and personalise the Salesforce Platform. They support their company's users in getting the most out of Salesforce by making the platform responsive to individual users' needs. They bring innovation to the table by developing reports and dashboards, automating business processes, staying current on platform improvements, and training users on salesforce. This training enables learners to collaborate with stakeholders, gain value from the platform, maintain communication, and increase productivity with enterprise partners and customers. Pursuing this training will help individuals acquire the skills and techniques they need to improve their career prospects as well as upgrade their earnings.

In this 4-day Salesforce Admin Training course, delegates will learn all of the core concepts, responsibilities, and roles of a Salesforce administrator. Delegates will learn to override standard buttons and tab home pages. They will also learn how to control access to data using point-and-click security tools. Our highly professional trainer with years of experience in teaching such courses will conduct this training and help delegates gain a comprehensive understanding of this course.

Course Objectives

  • To learn about traditional CRM and Salesforce CRM
  • To know about the nature salesforce of the architect’s service
  • To gain knowledge of custom buttons and link considerations
  • To know the key difference between traditional CRM vs Salesforce CRM
  • To get familiar with the setting values and advanced options in the process builder

At the end of this course, delegates will be able to modify default functionality and produce unique pages, components, and apps. They will also be able to manage data structures with fields, relationships, and objects.

Show moredown

  • Delegate pack consisting of course notes and exercises
  • Courseware
  • Experienced Instructor

Show moredown

Online Instructor-led (4 days)

Classroom (4 days)

Online Self-paced (32 hours)

Salesforce Developer Training Course Outline

Module 1: Salesforce Overview

  • What is Salesforce?
  • Uses of Salesforce
  • Why is Salesforce So Popular?
  • Salesforce Platform Services
  • What is Salesforce Cloud?
  • Types of Salesforce Cloud Services
  • Easy-to-Use Salesforce Implementation
  • Explicit Salesforce Architecture
  • Better Audits for Salesforce Projects

Module 2: Introduction Metadata API

  • Understanding Metadata API
  • Use Cases for Metadata API
  • Metadata API Developer Tools
  • Supported Salesforce Editions
  • Modify Metadata Through Metadata API Functions Permission
  • Development Platforms
  • Standards Compliance
  • Metadata API Support Policy
  • API End-of-Life
  • Developing with Metadata API

Module 3: Data Model

  • Sales Objects
  • Task and Event Objects
  • Service Cloud Objects
  • Document, Note, and Attachment Objects
  • User, Sharing, and Permission Objects
  • User Email Objects
  • Profile and Permission Objects
  • Record Type Objects
  • Product and Price Book Objects
  • Sharing and Team Selling Objects
  • Forecasts Objects
  • Territory Management Objects
  • Original Territory Management
  • Process Objects
  • Content Objects
  • ContentNote Objects
  • Chatter Objects
  • Salesforce Knowledge Objects
  • Consent Management Objects
  • WDC Badge and Reward Objects
  • WDC Feedback and Performance Cycle Objects

Module 4: Add Business Logic

  • Add a Formula Field
  • Add a Validation Rule
  • Add a Field Update Using Process Builder
  • Try Out the App

Module 5: Apex

  • What is Apex?
  • Features of Apex Programming Language
  • When Should Developer Choose Apex
  • Working Structure of Apex
  • Apex Syntax
  • Apex Development Environment
  • Data Type in Apex
  • Apex Access Specifier
  • Keywords in Apex
  • Apex String
  • Apex Governor Limits
  • Apex Getter and Setter
  • Apex Class
  • Apex Trigger
  • Batch Class in Apex

Module 6: Data Types, Field Types, and Components

  • Different DataTypes in Salesforce
  • Different Salesforce Field Types
  • Salesforce Components

Module 7: Salesforce Object Search Language (SOSL)

  • Typographical Conventions in this Document
  • SOSL Limits on Search Results
  • SOSL Limits on External Object Search Results
  • SOSL Syntax
  • Example Text Searches
  • convertCurrency ()
  • FIND {SearchQuery}
  • FORMAT ()
  • IN SearchGroup
  • LIMIT n
  • OFFSET n
  • ORDER BY Clause
  • RETURNING FieldSpec
  • toLabel(fields)
  • Update an Article’s Keyword Tracking with SOSL
  • Update an Article’s Viewstat with SOSL
  • USING Listview=
  • WHERE conditionExpression
  • WITH DATA CATEGORY DataCategorySpec
  • WITH DivisionFilter
  • WITH NETWORK NetworkIdSpec
  • WITH PricebookId

Module 8: Salesforce Apex Triggers

  • What are Triggers in Salesforce?
    • Bulky Triggers
    • Trigger Syntax
  • Types of Triggers
  • Writing Apex Triggers
  • What are Context Variables in Triggers?
  • Trigger Context Variables
  • Using Trigger Exceptions
  • Triggers in Salesforce Vs Workflows in Salesforce
  • Trigger Scenarios in Salesforce
  • What is a Recursive Trigger and How to Avoid it?
  • What is a Bulkifying Trigger?

Module 9: Exception Handling

  • Basics
  • System Defined Exceptions and Types
  • Custom or User Defined Exceptions

Module 10: Testing Apex

  • Understanding Testing in Apex
  • What to Test in Apex
  • What is Apex Unit Tests?
  • Understanding Test Data
  • Run Unit Test Methods
  • Testing Best Practices
  • Testing Example
  • Testing and Code Coverage
  • Code Coverage Best Practices
  • Build a Mocking Framework with the Stub API

Module 11: Ant Migration Tool

  • Introduction
  • Installing the Ant Migration Tool
  • Using the Ant Migration Tool
  • Common Migration Issues

Module 12: Standard List Controllers

  • Associating a Standard List Controller with a Visualforce Page
  • Accessing Data with List Controllers
  • Using Standard List Controller Actions
  • Pagination with a List Controller
  • Using List Views with Standard List Controllers
  • Editing Records with List Controllers

Module 13: Lightning Web Components

  • Introducing Lightning Web Components
  • Create Lightning Web Components
  • Communicate with Events
  • Create Mobile-Ready Components
  • Work with Salesforce Data
  • Develop Secure Code
  • Use Components in Salesforce Targets
  • Use Components Outside Salesforce
  • Aura Coexistence
  • Migrate Aura Components
  • Debug Lightning Web Components
  • Test Lightning Web Components

Module 14: Options for Deploying Salesforce Changes

  • Salesforce Setup
  • ANT Migration Tool
  • First Generation Packaging
  • Change Sets
  • Third-Party Release Management Tools
  • Salesforce DX
  • DevOps Centre

Module 15: Debug and Run Diagnostics

  • Learning Objectives
  • Taking a Step Back
  • Your Friend, the Debug Log
  • Use the Log Inspector
  • Set Checkpoints


Show moredown


There are no formal prerequisites for attending this Software Developer Training course. 


This training course is beneficial for those who wish to expand their knowledge in the salesforce department. This course would be beneficial for:

  • Software Developers and App Developers
  • CRM Professionals, Developers, and Administrators
  • System Administration Personnel
  • Those aspiring for a career in Salesforce Development

Salesforce Developer Training Course Overview

Salesforce Developers are the backbone of every business that manages the company's old and new records. A Salesforce developer’s job is to analyse company processes, design CRM workflows in Salesforce, and deliver bespoke solutions for unique business requirements. They are a significant part of an organisation as they enable user-friendly applications, strategic development of marketing and sales teams, enhanced collaboration, better customer relations, easier predictions and analysis, diverse app development, mobile business processes, and facilitative better integrations. This training helps learners gain the skills to use Salesforce developers’ tools like Visualforce and Apex, as well as frameworks like Lightning Component, in order to develop apps. Holding the skills and knowledge of a Salesforce developer will surely help you climb the ladder of success in terms of value and career opportunities. 

This 4-day Salesforce Developer Training course is designed to provide delegates with extensive knowledge of Salesforce, its uses, and various platform services. Delegates will learn how to gain permission to modify metadata through metadata API functions and development platforms. They will also equip expertise about Apex, the features of the Apex programming language, data types in Apex, and Apex access specifier. Our highly skilled trainer with years of teaching experience will conduct this training and enable the delegates with a practical grasp of developing business apps using Salesforce programming.

Course Objectives

  • To work on custom and standard objects to enforce data quality and validation rules
  • To learn the capabilities and use cases for the approval process
  • To know about lightning web components and creating web components
  • To complete the deployment process in the Salesforce environment
  • To become familiar with the effect of the sharing model on reports

At the end of this training, delegates will be able to identify business logic, build specific data models, design user interfaces, and ensure security for customised applications. They will also be able to use Salesforce Object Search Language (SOSL), which would be beneficial for performing text searches in the records.

Show moredown

  • Delegate pack consisting of course notes and exercises
  • Courseware
  • Experienced Instructor

Show moredown

Online Instructor-led (1 days)

Classroom (1 days)

Online Self-paced (8 hours)

HubSpot CRM Training​ Course Outline

Module one. Introduction to HubSpot CRM

  • What is CRM
  • What HubSpot has to offer
  • Launch HubSpot CRM

Module two. Create Contacts, Companies and Deals

  • Create Contacts manually
  • Import Contacts
  • Edit Contact information
  • Add and edit Companies
  • Adding and Updating Deals

Module three. Track and Report

  • Work with Reports
  • Create and use Snippets
  • Work with Email templates
  • Make calls with the calling tool
  • Add and maintain documents

Show moredown

HubSpot CRM Training​ Course Overview

HubSpot is a powerful CRM that is designed to work seamlessly with the HubSpot sales, customer service, and marketing tools. It can help you sell better, market better, and gain more powerful insights from customer interactions.

This 1-day HubSpot CRM training provides the delegates with the sales tools and strategy to help your sales team focus on the best prospects in your funnel, dives into the basics of using HubSpot CRM, and examines how to streamline the sales process with the management and automation tools.

Also, in this course, delegates will gain understanding of connecting HubSpot CRM to your email, create new contacts and deals, and use the full-featured dashboards and reports to understand the performance of your pipeline.

Show moredown

  • Delegate pack consisting of course notes and exercises
  • Manual
  • Experienced Instructor

Show moredown

Online Instructor-led (1 days)

Classroom (1 days)

Online Self-paced (8 hours)

Salesforce Apex Programming Language Training​ Course Outline

Module 1: Introduction to Salesforce CRM

  • Introduction to Apex Programming
  • Apex Syntax
  • Setup Developer Account and Introduction to Developer Console

Module 2: What is Programming Language

  • What is Variable
  • Time to code: Adding three numbers using variables

Module 3: Data Types and Operators in Apex

  • Date Data type in Apex
  • Time Datatype in Apex
  • Date time Data type in Apex
  • String Data Type in Apex
  • String Class with Example
  • String Class in Salesforce
  • Operators in Apex
  • Operators in Apex with Example

Module 4: Decision Control Statements If-else Statements in Apex

  • If else Statement in Apex with example
  • If else If statement in Apex with example

Module 5: Switch Statement in Apex

  • Switch Statement with Example
  • Difference between Expressions and statements

Module 6: Loops in Apex

  • What are Loops in Apex?
  • Several types of Loops in Apex
  • While Loop in Apex with example
  • For loop in Apex with example: Several types of for Loop in Apex
  • What is an Infinite Loop in Apex? How to avoid infinite loops in apex?
  • Break and Continue Statements in Loops: Difference between break and Continue
  • Nested for loop in salesforce with example

Module 7: Object Oriented Concepts in Apex

  • Classes and Objects
  • Difference between Static and Non-Static Method
  • Access Modifiers
  • What are Constructors?
  • Inheritance in Apex
  • Collections in Apex

Show moredown


In this Salesforce Apex Programming Language course, there are no formal prerequisites.


Anyone can attend this Salesforce Apex Programming Language course.

Salesforce Apex Programming Language Training​ Course Overview

Apex is a proprietary and most powerful object-oriented programming language which is developed by It is used to execute flow and transaction control statements on the platform server in conjunction with calls to the application program interface. During this 2-day Salesforce Apex Programming Language training delegates will understand the fundamentals of Apex language and how to build software as service (SaaS) applications on This training will cover both basic and advance concepts:

  • What is Apex Programming Language and where it can be use
  • Understand the developer console and how setup developer account
  • Decision control statements If-else statements in Apex with examples
  • Difference between static and non-static method
  • What are Loops in Apex and its types?
  • What types of data and operators in Apex?

Throughout this course, delegates will also understand the Apex language such as Java and work as database stored techniques, which allows developers to add business logic to system events with button clicks and visual force pages.

Show moredown

  • Delegate pack consisting of course notes and exercises
  • Manual
  • Experienced Instructor

Show moredown

Online Instructor-led (1 days)

Classroom (1 days)

Online Self-paced (8 hours)

Salesforce Platform App Builder Training Course Outline

Module 1: Introduction to Salesforce

  • What is Salesforce
  • Home Page Customisation
  • User Management and App Creation
  • Core CRM objects in the Salesforce schema
  • Declarative Customisations Boundaries
  • Use Cases for Programmatic Customisation

Module 2: Data Modelling and Management

  • Introduction to Data Management
  • Understand Record Access, User Interface, And Reporting
  • Importing
    • Leads
    • Contacts
    • Accounts
  • Installation of data loader
  • Mass delete and Records
  • Determine the appropriate Data Model
  • Addition of field to schema builder

Module 3: Security

  • Restricting logins
  • Object access determination
  • Creating Custom Profile
  • Creation of role hierarchy
  • Record access exceptions
  • Record access configuration

Module 4: Social

  • Use Cases for Social Features
  • Setting up Social Accounts and Contacts

Module 5: User Interface

  • General Options
  • Sidebar Options
  • Calendar Options
  • Name Settings
  • Setup Options and other settings

Module 6: Reporting

  • Describe the features and capabilities of:
    • Reports
    • Report types
    • Dashboards

Module 7: Mobile

  • Salesforce Mobile App introduction
  • Mobile user Interface, Navigation, Global Action
  • Configuring Salesforce Mobile for organisation
  • Setting Security

Module 8: App Development

  • Deployment tools
  • Finding
    • App
    • Developer
    • Consultant

Show moredown


In this Salesforce Platform App builder course, there are no formal prerequisites.


This Salesforce Platform App builder course is ideal for anyone who wants to gain knowledge about how to build the app on Salesforce Platform.

Salesforce Platform App Builder Training Course Overview

Salesforce Platform is an enterprise platform which specialises in customer relationship management (CRM). SP is used for cloud technology to enhance connection with the partners and potential customers. During this 2-days Salesforce Platform app builder training delegates will learn how to build a custom homepage for lighting experience with cover both basic and advanced concepts:

  • How to create, run, and develop the app on Salesforce Platform
  • Core CRM objects in the Salesforce schema
  • How to create a custom profile and role hierarchy for security
  • Setting up social accounts and contacts
  • Understand the features and capabilities of the app
  • The mobile user interface, Navigation, Global Action
  • How to use Deployment tools for app development

Throughout this training, delegates will also learn about how to design, build, and implement custom applications with the help of using declarative customisation capabilities of the platform.

Show moredown

  • Delegate pack consisting of course notes and exercises
  • Manual
  • Experienced Instructor

Show moredown

Online Instructor-led (1 days)

Classroom (1 days)

Online Self-paced (8 hours)

Salesforce Lightning Masterclass ​Course Outline

Module 1 - Navigating Salesforce

  • Using Search
  • Personal Settings
  • Help Portal
  • AppExchange
  • Salesforce Trailblazer Community
  • Tabs
  • Main Screen

Module 2 - Managing Leads

  • Searching for leads
  • Pulling lists of leads
  • Creating new leads
  • Updating existing leads
  • Merging duplicate leads
  • Logging tasks & calls against leads
  • Converting and Reassigning leads

Module 3 - Working with Contacts & Accounts

  • Understanding the relationships between contacts & accounts
  • Searching for contacts & accounts
  • Pulling lists of contacts & accounts
  • Creating new contacts & accounts
  • Updating existing contacts & accounts
  • Merging duplicate contacts & accounts
  • Logging tasks & calls against contacts & accounts
  • Reassigning contacts & accounts

Module 4 - Tracking Opportunities (Pipeline Management)

  • Understanding what opportunities are, and how they are different from leads, contacts and accounts
  • Searching for opportunities
  • Pulling lists of opportunities by stage, amount, close date, owner
  • Creating new opportunities
  • Adding products to opportunities
  • Working with Opportunity Teams
  • Updating existing opportunities
  • Logging tasks and calls against opportunities
  • Reassigning opportunities

Module 5 - Managing Campaigns

  • What are campaigns?
  • Searching for campaigns
  • Pulling lists of campaigns
  • Creating new campaigns
  • Updating existing campaigns
  • Adding campaign members
  • Tracking campaign member status
  • Logging tasks and calls against campaigns
  • Linking campaigns to opportunities to track ROI
  • Reassigning campaigns

Module 6 - Working with Cases

  • What are cases?
  • Searching for cases
  • Pulling lists of cases
  • Creating new cases
  • Updating existing cases
  • Logging tasks and calls against cases
  • Reassigning cases

Module 7 - Collaborating with Chatter

  • What is Chatter?
  • How is Chatter different from email?
  • Chatter visibility (Who sees it?)
  • Chatting on records
  • Chatter groups and notifications
  • Adjusting your Chatter notification preferences
  • Chatter on reports & dashboards

Module 8 - Reports & Dashboards

  • What is the difference between a report & dashboard?
  • What is the difference between a list view and a report?
  • Who sees what data?
  • Who can access my reports?
  • How to find & use existing reports & dashboards?
  • How to modify existing reports & dashboards?
  • Understanding report types
  • How to create new reports & dashboards?
  • How to export to Excel?

Show moredown


In this Salesforce Lightning Masterclass, there are no formal prerequisites.


This Salesforce Lightning Masterclass is ideal for anyone who wants to gain more knowledge about Salesforce Lightning.

Salesforce Lightning Masterclass ​Course Overview

Salesforce Lightning is an advanced feature of Salesforce. It is a component-based framework for app development which is used to improve the virtual interface of Salesforce apps in mobiles, smartphones, laptops, and desktops from anywhere in the world. During this 2-day Salesforce Lightning Masterclass delegates will understand, how to develop custom applications running in Lightning experiences. This training will cover both basic and advanced concepts such as:

  • Salesforce Trailblazer Community
  • Searching for and Pulling lists of leads
  • Understanding the relationships between contacts & accounts
  • Pulling lists of opportunities by stage, amount, close date, and owner
  • How to create new campaigns and updating existing campaigns
  • Collaborating with Chatter
  • Difference between a report & dashboard
  • How to find & use existing reports & dashboards

Throughout this training, delegates will also understand the how to customise the record page and home page of salesforce Lightning. This training will be taught by our industry experienced instructor who is friendly and highly knowledgeable in Salesforce Lightning.

Show moredown

  • Delegate pack consisting of course notes and exercises
  • Manual
  • Experienced Instructor

Show moredown

Online Instructor-led (1 days)

Classroom (1 days)

Online Self-paced (8 hours)

Course Outline

Module one. Introduction to Salesforce Service Cloud

  • Overview
  • Architecture
  • Environment
  • Sales Cloud
  • Service Cloud


Module two. Salesforce Objects

  • Standard Objectives
  • Custom objects
  • Schema Buider

Module three. Data Security

  • Create a Role Hierarchy
  • Define Sharing Rules
  • Control Access Records
  • Control Access Fields
  • Control Access Objects

Module four. Process Builder

  • Automating Business Processes
  • Importing and Exporting Data
  • Reports and Dashboards
  • Using Formula Fields

Module five. Visualforce

  • Visualforce Pages
  • Variables and Formulas
  • Standard Controllers
  • Records, Fields, and Tables
  • List Controllers
  • Using Forms

Show moredown


There are no formal prerequisites to attend this course. 


This course is designed for those who want to learn about Salesforce.

Salesforce Service Cloud Training​ Course Overview

The service Cloud part of Salesforce platform provides support and assistance to the customers. This helps to retain the customers and enhances their satisfaction and trust. The important thing to note is that it facilitates faster service as compared to traditional methods, giving attention to each customer’s needs individually and taking a proactive approach towards the issues of the customer. Consequently, it enhances the experience of the customers and hence loyalty which in turn creates a good influence on sales.

This 1-day Salesforce Service Cloud training course is delivered by our industry experienced instructors who provide the knowledge from basic to advance of Service Cloud. By attending this course, delegates will gain understanding of Architecture and Environment of the Service cloud, Salesforce Objects, data security and process builder.

Show moredown

  • Delegate pack consisting of course notes and exercises
  • Manual
  • Experienced Instructor

Show moredown

Not sure which course to choose?

Speak to a training expert for advice if you are unsure of what course is right for you. Give us a call on +32 35001305 or Enquire.

CRM Training FAQs


Please arrive at the venue at 8:45am.
Please see our CRM Training courses available in Belgium
The Knowledge Academy is the Leading global training provider in the world for CRM Training.
The price for CRM Training certification in Belgium starts from €.

Why we're the go to training provider for you


Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.


Trusted & Approved

We are accredited by PeopleCert on behalf of AXELOS


Many delivery methods

Flexible delivery methods are available depending on your learning style.


High quality resources

Resources are included for a comprehensive learning experience.

barclays Logo
deloitte Logo
Thames Water Logo

"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

santander logo
bmw Logo
Google Logo

Looking for more information on CRM Training