Microsoft Dynamics 365 CRM – Sales

Module 1: Introduction to Microsoft Dynamics 365

• Dynamics 365 overview: unified CRM and ERP platform by Microsoft
• Dynamics 365 apps: Sales, Customer Service, Marketing, and Field Service
• Architecture: Dataverse, Power Platform, and Azure integration
• Navigating the Dynamics 365 interface: model-driven and canvas apps

Module 2: Accounts, Contacts, and Leads

• Account and Contact record management in Dynamics 365
• Lead creation, qualification, and conversion to opportunity
• Duplicate detection and merge rules for data quality
• Business process flows: guided steps for lead-to-opportunity conversion

Module 3: Opportunity and Sales Management

• Opportunity lifecycle: stages, revenue, and close probability
• Products and price lists: adding line items to opportunities
• Competitor tracking and sales team collaboration
• Sales pipeline views: charts, dashboards, and Kanban boards

Module 4: Customer Service Module

• Case management: creation, routing, and SLA configuration
• Knowledge base: articles, search, and case resolution linkage
• Queues: managing case workloads across service teams
• Entitlements: defining service coverage for customers

Module 5: Activities, Calendar, and Email Integration

• Activity types: tasks, phone calls, appointments, and emails
• Dynamics 365 App for Outlook: tracking emails and appointments
• Timeline: unified activity history on account and contact records
• Teams integration: collaborative selling from Microsoft Teams

Module 6: Power Automate and Workflow Automation

• Classic workflows: rule-based field updates and notifications
• Power Automate cloud flows: trigger-based automation across apps
• Business process flows: multi-stage guided process automation
• Automated approval processes using Power Automate

Module 7: Reporting and Dashboards

• System views and personal views for record filtering
• Charts: visualising CRM data with built-in chart editor
• Dashboards: combining charts, lists, and metrics
• Power BI integration: advanced analytics on Dynamics 365 data

Module 8: Capstone Project and Assessment

• End-to-end sales cycle: lead, opportunity, quote, and close
• Customer service case management with SLA and knowledge base
• Power Automate workflow and Power BI dashboard integration
• Final assessment and course certification

Experience in the Industry Learn from Microsoft-certified Dynamics 365 consultants who have implemented CRM solutions for sales and customer service teams across financial services, manufacturing, and professional services organisations.

Backgrounds at the Top Our Dynamics 365 trainers have worked at Microsoft partner organisations delivering CRM implementations and Power Platform solutions for mid-market and enterprise customers.

Clear & Effective Teaching Dynamics 365 Sales, Customer Service, Dataverse, business process flows, Power Automate, dashboards, and Power BI integration are explained with real CRM business process examples.

Hands-On Learning Focus Students manage leads, opportunities, cases, configure SLAs, build Power Automate flows, and create dashboards through structured hands-on Dynamics 365 lab exercises.

Up-to-Date Knowledge Trainers keep content current with the latest Dynamics 365 releases, Microsoft Copilot for Sales AI features, and evolving Power Platform integration best practices.