1. Prerequisites

• Basic Knowledge:
  • General understanding of customer relationship management (CRM) concepts.
  • Familiarity with Microsoft Office Suite and cloud platforms (e.g., Microsoft Azure).
• Technical Skills:
  • Basic understanding of databases and software deployment.
• Devices & Software:
  • Laptop/PC with Windows 10 or higher.
  • Access to Dynamics 365 Trial/Subscription.

2. Learning Objectives

• Understand the core concepts and architecture of Dynamics 365 CRM.
• Learn how to navigate and customize the platform.
• Master key features like Customer Service, Sales, Marketing, and Field Service modules.
• Gain skills in workflow automation, reporting, and integration with other Microsoft tools.
• Explore data management, security, and user roles.

3. Curriculum Overview

Module 1: Introduction to Dynamics 365 CRM

• Overview of Microsoft Dynamics 365 ecosystem.
• Core functionality and benefits of CRM.
• Dynamics 365 licensing and deployment options.

Module 2: Navigation and Basic Setup

• Interface walkthrough.
• Configuring system settings.
• Creating users, teams, and managing roles.

Module 3: Sales Module

• Managing leads, opportunities, and pipelines.
• Setting up and using quotes, orders, and invoices.
• Sales reporting and dashboards.

Module 4: Customer Service Module

• Case management and SLA (Service Level Agreement) tracking.
• Knowledge base creation and usage.
• Customer service insights and analytics.

Module 5: Marketing Module

• Creating marketing campaigns.
• Segmentation and email templates.
• Tracking marketing performance.

Module 6: Field Service Module (Optional)

• Resource scheduling.
• Work orders and dispatching.
• Mobile integration.

Module 7: Customization and Configuration

• Using PowerApps for customization.
• Adding custom fields, entities, and forms.
• Creating workflows and automation with Power Automate.

Module 8: Data Management

• Importing and exporting data.
• Data cleansing and deduplication.
• Using Common Data Service (CDS).

Module 9: Security and Administration

• Understanding security roles and field-level security.
• Configuring auditing and compliance settings.
• Best practices for backups and recovery.

Module 10: Reporting and Analytics

• Creating views, charts, and dashboards.
• Using Power BI for advanced analytics.
• Generating reports for key stakeholders.

4. Hands-On Practice

• Real-life scenarios to configure and manage CRM modules.
• Exercises for workflow automation and reporting.
• Data import/export practice.

5. Resources

• Access to Dynamics 365 trial environment.
• Official Microsoft documentation and learning modules.
• Supplementary videos and reading materials.

Unlock the power of Microsoft Dynamics 365 CRM with this foundational course designed for beginners and aspiring professionals. This course provides a comprehensive introduction to the Dynamics 365 CRM platform, focusing on its core modules: Sales, Customer Service, and Marketing.

Through hands-on exercises and real-world scenarios, participants will learn how to navigate the system, manage customer relationships effectively, and customize the platform to meet business needs. Key topics include managing leads and opportunities, automating workflows, creating insightful reports, and securing sensitive data using role-based access control.

By the end of the course, participants will have the knowledge and skills to configure and manage Dynamics 365 CRM effectively, empowering businesses to streamline processes, enhance customer satisfaction, and drive growth.

Whether you’re an IT professional, a business analyst, or a newcomer to CRM, this course will equip you with the tools to succeed in today’s customer-centric world.

Upon completing this course, participants will be able to:

1. Understand the Dynamics 365 CRM Ecosystem

   • Explain the core concepts, architecture, and modules of Microsoft Dynamics 365 CRM.
   • Identify the business scenarios where Dynamics 365 CRM provides value.

2. Navigate and Configure the Platform

   • Efficiently use the Dynamics 365 interface and tools for daily operations.
   • Configure system settings, create users, and manage security roles.

3. Manage Sales Processes

   • Track and manage leads, opportunities, and customer interactions.
   • Generate quotes, orders, and invoices to streamline the sales pipeline.
   • Create sales dashboards and reports for actionable insights.

4. Streamline Customer Service Operations

   • Handle case management, SLAs, and customer queries efficiently.
   • Build and utilize a knowledge base to improve resolution times.
   • Leverage customer service analytics to enhance service quality.

5. Execute Effective Marketing Campaigns

   • Design and implement marketing campaigns with segmentation and targeting.
   • Utilize email templates and campaign tracking for performance measurement.

6. Customize Dynamics 365 to Fit Business Needs

   • Create and customize entities, fields, forms, and workflows.
   • Automate routine tasks using Power Automate.
   • Integrate Dynamics 365 with other Microsoft tools like Power BI and PowerApps.

7. Ensure Data Accuracy and Security

   • Import, export, and cleanse data to maintain CRM integrity.
   • Implement role-based access and field-level security.