Design role-based security models that grant least-privilege access without generating excessive exception requests.
Information & Communications Technology
Enterprise Systems Administration for CRM and ERP Platforms
Administer CRM and ERP platforms day to day, covering role-based security, data quality, workflow automation and change governance, to keep enterprise systems reliable and compliant.
🗓️Duration5 training days
📚Content4 modules · 8 sessions
🎓On completionAccredited attendance certificate
About the programme
Course Overview
Once a CRM or ERP platform is live, its biggest risks shift from project delivery to daily administration: a careless role change exposes customer data, an unreviewed workflow automation fires incorrectly at scale, and duplicate records quietly erode the trust business teams place in their reports. This course teaches participants to administer these platforms with the same discipline as production infrastructure. Participants design role-based security models that grant least-privilege access without creating a burden of one-off permission exceptions, and build data quality routines that detect and merge duplicate records before they distort reporting. Sessions cover configuring workflow automation safely, testing changes in a sandbox before promotion, and managing a release calendar that avoids conflicting changes from different business teams. Participants also plan backup, restore and disaster recovery procedures specific to the platform's own tools, and manage licence allocation so the organisation is neither under-provisioned nor paying for unused seats. A case exercise works through a data quality incident caused by an unreviewed integration, requiring participants to trace its cause and adjust the change process to prevent recurrence. By the end, participants can run day-to-day administration and change control for a live CRM or ERP platform.
Expected Learning Outcomes
Build data quality routines that detect, merge and prevent duplicate records across CRM or ERP objects.
Configure workflow automation and approval processes with safeguards against unintended mass changes.
Manage a sandbox-based change process that tests configuration and customisation before production release.
Plan a release calendar that sequences competing changes from different business teams without conflict.
Plan backup, restore and disaster recovery procedures specific to the platform's own administration tools.
Manage licence allocation and usage reporting to avoid under-provisioning or paying for unused seats.
Who Should Attend
System administrators responsible for day-to-day CRM or ERP platform operation.
IT support leads managing user access requests and role changes on enterprise systems.
Business systems analysts configuring workflow automation for CRM or ERP processes.
Data stewards responsible for record quality and deduplication across enterprise platforms.
Change managers coordinating sandbox testing and release schedules for platform configuration.
IT managers accountable for platform licensing cost and disaster recovery readiness.
Course Modules
Select any module to see its sessions and points.
01Security and Access Administration
2 sessions · 8 points
Session 1Role-Based Security Design
- Design role-based security profiles that map to job functions rather than accumulating individual permission exceptions.
- Review field-level and record-level security settings to prevent unauthorised access to sensitive customer or financial data.
- Audit user access periodically to remove permissions no longer required after a role change or departure.
- Document a request and approval process for permission changes that keeps an auditable access history.
Session 2Managing Integrations and API Access
- Manage integration user accounts and access keys with scoped permissions rather than full administrative access.
- Monitor integration login and interface usage patterns to detect anomalous or failing connections early.
- Review third-party application access grants periodically to remove unused or over-permissioned integrations.
- Coordinate credential rotation for integration accounts without breaking scheduled data synchronisation jobs.
02Data Quality and Workflow Governance
2 sessions · 8 points
Session 1Data Quality and Deduplication
- Configure duplicate detection rules that catch near-matches such as inconsistent formatting or abbreviations.
- Design a merge process for duplicate records that preserves related activity, transaction and case history.
- Set mandatory field and validation rules that stop poor-quality data from entering the system at the point of capture.
- Report on data quality metrics to business owners so degradation is caught before it affects decision-making.
Session 2Workflow Automation Administration
- Configure workflow automation and approval processes with conditions that prevent unintended mass record updates.
- Document automation logic and version changes so its business rules stay understandable after the original author moves on.
- Test automation changes against representative data volumes before activating them in production.
- Set monitoring and alerts on automation failure rates to catch broken workflows before users notice missing actions.
03Change Management and Release Control
2 sessions · 8 points
Session 1Sandbox Testing and Configuration Management
- Establish a sandbox environment strategy that mirrors production closely enough for realistic configuration testing.
- Track configuration and customisation changes through a change request process with documented approval.
- Test configuration changes against representative user scenarios before promoting them to production.
- Maintain a rollback plan for configuration changes that behave unexpectedly after release.
Session 2Coordinating the Release Calendar
- Build a release calendar that sequences changes from different business teams to avoid conflicting configuration.
- Communicate upcoming changes to affected user groups with enough notice to adjust their own processes.
- Coordinate platform vendor release schedules with internally planned changes to avoid overlapping disruption.
- Review post-release incidents to identify whether the change process itself needs tightening.
04Resilience and Cost Governance
2 sessions · 8 points
Session 1Backup, Restore and Disaster Recovery
- Plan backup and restore procedures using the platform's own data export and recovery tools.
- Test a full restore process periodically to confirm recovery time and data completeness meet business expectations.
- Document disaster recovery roles and communication steps specific to a CRM or ERP platform outage.
- Coordinate recovery point and recovery time objectives with business owners for each critical business process.
Session 2Licence and Cost Management
- Track licence allocation against actual user activity to identify unused or underused seats.
- Reclaim and reassign licences during onboarding and offboarding cycles to control ongoing platform cost.
- Forecast licence requirements ahead of planned headcount or business growth to avoid last-minute procurement.
- Report platform administration cost and usage trends to stakeholders responsible for the technology budget.
What the participant receives
4 course modules
A structured syllabus
8 training sessions
across 5 days
32 detailed points
Applied, detailed content
Accredited attendance certificate
On completing the programme
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