Microsoft Dynamics 365 CRM Apps: Fundamentals

Prerequisites

Participants should have:

• A basic understanding of business processes and data management
• Familiarity with Microsoft 365 Applications is helpful.
• No prior experience of Dynamics 365 is required.

Target Audience

This course is aimed at a broad audience and is ideal for those new to Dynamics 365 or evaluating Customer Engagement (CRM) apps.

Users: Functional users, sales reps, customer service agents, field technicians and other staff who will interact with Dynamics 365 daily. These users need to understand core app functionality.

Managers & Decision-makers: Team leads, department managers, and business analysts who are responsible for evaluating business needs and deciding which Dynamics 365 apps and features should be implemented.

Overall, the course is suitable for anyone who wants a foundational understanding of Microsoft Dynamics 365 Customer Engagement Apps and how they can be applied to improve business operations customer experiences.

Microsoft Dynamics 365 CRM Apps: Fundamentals Course Content

Module 1 - Explore the core capabilities of Dynamics 365 Customer Engagement Apps

In this module, learners will explore how the various Dynamics 365 Customer Engagement apps work together using the shared Dataverse and understand why this is important. They will learn how to navigate between and within the apps, work with customer records and common activity records, and use views and forms to interact effectively with the data. Learners will get hands-on experience through 2 labs on navigating Dynamics 365 and exploring Customers.

Module 2 – Learn the fundamentals of Dynamics 365 Customer Insights – Journeys

In this module, learners will explore how Customer Insights - Journeys can support an organization’s marketing efforts. They will learn how to create and manage email marketing content, segment customers effectively to target the right audiences, and design Journeys (campaigns) to guide customers through tailored marketing experiences. The module emphasizes practical skills for using Journeys to engage customers, improve marketing outcomes, and align campaigns with organizational objectives. Learners will get hands-on experience through 2 labs on segmenting data and creating a journey.

Module 3 – Learn the fundamentals of Dynamics 365 Sales

In this module, learners will explore the Sales Lifecycle, from qualifying leads to creating opportunities, generating quotes, and progressing through to orders and invoices. They will examine the Product Catalog and understand how it supports and streamlines the sales process. Learners will also discover how Copilot in Dynamics 365 Sales can assist salespeople by suggesting content, automating routine tasks, and providing insights to help move deals forward more efficiently. This module includes two hands-on labs, giving learners practical experience in creating and managing leads and opportunities.

Module 4 – Learn the fundamentals of Dynamics 365 Customer Service

In this module, learners will explore the Customer Service capabilities in Dynamics 365, including managing cases, using queues, and understanding service-level agreements (SLAs) to ensure timely support. They will discover how to create and manage knowledge articles to share information internally and with customers, and how Copilot can assist by suggesting content and streamlining routine tasks. This module includes two hands-on labs, giving learners practical experience in creating a knowledge article and creating and managing cases.

Module 5 – Learn the fundamentals of Dynamics 365 Field Service

In this module, learners will explore the Field Service capabilities in Dynamics 365, including creating and managing work orders, using incident types and service tasks, and scheduling resources efficiently with the schedule board. They will discover how to manage assets, track time, and optimize mobile workforce operations, while learning how Field Service improves first-time fix rates and customer satisfaction. The module includes a hands-on lab where learners create a work order and schedule it using the schedule board.

Exams and Assessments

There are no specific examinations or certifications associated with this course

Hands-On Learning

This course will be delivered through a combination of lectures, demonstrations and hands-on labs