Course Objectives
1. How does Dynamics 365 CRM help businesses manage sales and customer service?
This course helps learners understand how organizations manage leads, sales pipelines, customer interactions, and support requests using Microsoft Dynamics 365 Sales and Microsoft Dynamics 365 Customer Service. Students learn real-world CRM workflows used to improve sales performance and customer satisfaction. It builds practical business application skills.
2. How will this course improve your sales and customer relationship management knowledge?
Learners will understand how CRM systems help businesses track customer communication, manage opportunities, and improve customer engagement. The course explains how sales and support teams work together using centralized CRM platforms. It improves both communication and business process understanding.
3. Why is lead and opportunity management important in CRM?
This course explains how businesses capture leads, track sales opportunities, and manage customer interactions throughout the sales cycle. Learners understand how proper lead management improves conversion rates and business growth. It also helps improve customer relationship handling skills.
4. How does the course help in managing customer support operations?
Students learn how organizations handle customer complaints, service tickets, support requests, and escalation workflows using Dynamics 365 CRM. The course introduces customer service management techniques used in enterprise environments. It improves operational coordination and customer satisfaction management.
5. How can CRM automation improve business productivity?
The course teaches how organizations automate sales follow-ups, customer notifications, ticket routing, approvals, and reporting tasks. Learners understand how automation reduces manual work and improves business efficiency. It also improves workflow consistency and communication management.
6. What will you learn about CRM reporting and analytics?
Learners will understand how businesses monitor sales performance, customer satisfaction, lead conversions, and service KPIs using dashboards and reports. The course introduces CRM analytics and business reporting concepts. It supports better decision-making and operational planning.
Popular Techniques Covered in This Course
1. CRM Fundamentals
2. Lead & Opportunity Management
3. Sales Pipeline Management
4. Customer Relationship Handling
5. Case & Ticket Management
6. Sales Workflow Automation
7. Customer Service Operations
8. CRM Reporting & Dashboards
9. Communication & Follow-Up Tracking
10. Dynamics 365 CRM Administration
Get Hands-on Knowledge about Real-Time Projects
Project 1
1. Lead & Opportunity Tracking Management System
Develop a CRM-based solution to capture leads, track sales opportunities, and manage customer interactions throughout the sales cycle. This project helps learners understand how businesses improve lead conversion and sales coordination using Dynamics 365 CRM.
Project 2
2. Customer Complaint & Service Ticket Automation Portal
Create a customer support portal that manages complaints, service tickets, escalation workflows, and support communication. The project demonstrates how organizations improve customer service efficiency and response management through CRM automation.
Project 3
3. Sales Performance Analytics Dashboard
Design an interactive dashboard to monitor sales targets, lead conversion rates, customer engagement, and sales KPIs. This project introduces reporting and CRM analytics concepts used by sales managers and business teams for decision-making.
Project 4
4. Automated Follow-Up & Customer Communication System
Build a workflow automation solution that sends follow-up reminders, customer notifications, and automated communication updates based on CRM activities. The project helps learners understand sales automation and customer engagement workflows.
Project 5
5. Customer Relationship & Interaction Management Portal
Develop a centralized CRM application for storing customer profiles, communication history, support records, and interaction tracking details. This project helps learners understand how businesses maintain long-term customer relationships and improve service quality.
Key Features
Edubrights offers MICROSOFT DYNAMICS 365 CRM – SALES & CUSTOMER SERVICE Training in virtual mode with expert trainers. Here are the key features,
40 Hours Course Duration
100% Job Oriented Training
Industry Expert Faculties
Free Demo Class Available
Completed 500+ Batches
Certification Guidance
Curriculum
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
Receive Training From Our Skilled and Effective Trainers
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.
You will succeed with our recognized certification
Our institution offers a recognized MICROSOFT DYNAMICS 365 CRM – SALES & CUSTOMER SERVICE certification. This certification enhances your portfolio and prepares you for collaborative projects in real-world environments. Gain practical skills through hands-on training and assessments.
Course FAQs
1. What is Microsoft Dynamics 365 CRM – Sales & Customer Service?
Microsoft Dynamics 365 Sales and Microsoft Dynamics 365 Customer Service are CRM solutions used to manage sales activities, customer interactions, support operations, and business communication. They help organizations improve sales productivity and customer satisfaction through automation and centralized workflows.
2. Who can join this Dynamics 365 CRM course?
This course is suitable for students, freshers, sales executives, customer support professionals, CRM users, business analysts, and working professionals interested in CRM and business operations. Anyone looking to build skills in sales and customer management can join the course.
3. Is coding required to learn Dynamics 365 CRM?
No, coding knowledge is not mandatory for learning the functional aspects of Dynamics 365 CRM. The course mainly focuses on sales workflows, customer service operations, reporting, and automation concepts. Beginners can easily understand the platform through guided practical training.
4. What are the prerequisites for this course?
There are no strict prerequisites for joining the course. Basic computer knowledge and understanding of business communication or customer interaction can be beneficial. The training is designed to support learners from both technical and non-technical backgrounds.
5. How long does it take to complete the course?
The course duration depends on the training schedule and learning format. Most learners can complete the course within a few weeks through regular sessions and practical exercises. Flexible learning options are commonly available for students and working professionals.
6. Will I get practical training in this course?
Yes, the course includes practical exposure to lead management, sales tracking, customer support workflows, service ticket handling, reporting dashboards, and CRM automation features. Learners work on real-time business scenarios to improve practical understanding.
7. What industries use Dynamics 365 CRM?
Industries such as IT services, healthcare, retail, banking, finance, education, telecommunications, and manufacturing use Dynamics 365 CRM for managing sales and customer support operations. The platform supports businesses of different sizes and sectors.
8. What are the benefits of learning Dynamics 365 CRM?
Learning Dynamics 365 CRM helps improve your understanding of customer management, sales automation, service operations, and enterprise workflows. It also strengthens practical business application skills used in modern organizations.
9. Can freshers learn Dynamics 365 CRM easily?
Yes, freshers can learn the course easily because it starts with CRM fundamentals before moving to advanced sales and customer service workflows. Practical examples and step-by-step guidance help beginners understand real-world business operations.
10. How does Dynamics 365 CRM improve sales operations?
Dynamics 365 helps businesses manage leads, automate follow-ups, track sales opportunities, monitor customer interactions, and improve communication between sales teams and customers. This improves productivity and business growth.
11. What tools and features are covered in this course?
The course covers lead management, opportunity tracking, customer communication, ticket management, workflow automation, reporting dashboards, case handling, follow-up tracking, and CRM analytics. Learners also understand sales and service coordination workflows.
12. Is Dynamics 365 CRM in demand in Chennai?
Yes, many IT companies, consulting firms, and enterprise organizations in Chennai are adopting CRM and customer engagement solutions. Professionals with Dynamics 365 CRM knowledge are increasingly valued in sales, support, and business operations roles.
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