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CRM Training courses

Online Instructor-led (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

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

Working with Salesforce Data

  • Retrieving Data: Objects, SOQL and SOSL

SOAP API

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

JSON

  • JSON Basics
  • JSON Java
  • JSON and C#

Force.com REST APIs

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

Force.com Bulk API

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

Force.com 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, Site.com, and Ideas Integration

  • Mashups and Visualforce
  • Portals Integration
  • Sites
  • Site.com Overview
  • Ideas Integration

Design Workshop

  • Review
  • Architecting a Solution

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Who should attend this Salesforce Training Course?

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

Prerequisites

There are no firm prerequisites for this course; however, we do recommend that participants be familiar with the Force.com 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. 

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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

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Online Instructor-led (1 days)

Online Self-paced (8 hours)

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

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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

Prerequisites

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.

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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​

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Online Instructor-led (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

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Who should attend this Oracle Training Course?

This Oracle training course has been intended for:

  • Project Managers
  • Technical Consultants
  • Business Analysts

Prerequisites

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.

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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

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Online Instructor-led (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

 

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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.

Prerequisites

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.

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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

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Online Instructor-led (1 days)

Online Self-paced (8 hours)

Hubspot CRM Training​ Course Outline

Module 1. Introduction to Hubspot CRM

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

Module 2. Create Contacts, Companies and Deals

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

Module 3. Track and Report

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

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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.

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

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Online Instructor-led (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?
  • Different types of Loops in Apex
  • While Loop in Apex with example
  • For loop in Apex with example: Different 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

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Prerequisites

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

Audience

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 Salesforce.com. It is used to execute flow and transaction control statements on the Force.com 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 Salesforce.com. 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 visualforce pages.

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

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Online Instructor-led (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

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Prerequisites

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

Audience

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 enhanced 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 Force.com platform.

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

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Online Instructor-led (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?

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Prerequisites

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

Audience

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.

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

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Online Instructor-led (1 days)

Online Self-paced (8 hours)

Course Outline

Module 1. Introduction to SalesForce Service Cloud

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

 

Module 2. SalesForce Objects

  • Standard Objectives
  • Custom objects
  • Schema Buider

Module 3. Data Security

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

Module 4. Process Builder

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

Module 5. Visualforce

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

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Prerequisites

There are no formal prerequisites to attend this course. 

Audience

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.

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

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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 +44 1344 203999 or Enquire.

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