CRM Training - United Kingdom

Microsoft Dynamics CRM Masterclass Outline

Introduction

• 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

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

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

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

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 HIGHLIGHT
• WITH METADATA
• WITH NETWORK NetworkIdSpec
• WITH PricebookId
• WITH SNIPPET
• WITH SPELL_CORRECTION

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

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

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

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

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?

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