Fast Track: Applications in Microsoft Dynamics CRM & Dynamics 365

2 Day Course
Hands On
Official Microsoft Curriculum

Book Now - 1 Delivery Method Available:

Classroom Virtual Classroom Private Group - Virtual Self-Paced Online


This course provides both an introduction to Microsoft Dynamics CRM and provides students with the skills and knowledge to personalise Microsoft Dynamics CRM.

This course is intended for individuals that plan to implement, deploy, use, maintain, consult or support Microsoft Dynamics CRM in their organisation. Includes selected marketing and What's New content.


  • Use the Microsoft Dynamics CRM user interface and application terminology
  • Develop basic and advanced navigation and record maintenance
  • Create and maintain account, contact, and activity record management
  • Use the sales functionality
  • Schedule, administer, and define services

Training Partners

We work with the following best of breed training partners using our bulk buying power to bring you a wider range of dates, locations and prices.


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Working with the Application (3 topics)

  • Navigating the CRM System
  • Customer records
  • Personal options

Introduction to Sales Management (1 topic)

  • The core Sales Management record types

Lead Management (6 topics)

  • Lead to Opportunity Process Form and Process Bar
  • Convert Activity Records to Leads
  • Qualifying and Disqualifying Leads
  • Create, Maintain, and Use Sales Literature
  • Create, Maintain, and Use Competitors
  • Lab: Create and Disqualify a Lead

Working with Opportunity Records (3 topics)

  • Create Opportunities and Work with Opportunity Form
  • Changing Opportunity Status
  • Lab: Managing Sales Opportunities

Working with the Product Catalog (11 topics)

  • The Dynamics CRM Product Catalog
  • Unit Groups
  • Adding and Maintaining Products
  • Adding and Maintaining Product families
  • Product Hierarchy
  • Creating, Maintaining and Using Price Lists
  • Currency Management
  • Creating a Price List
  • Lab: Managing Price List Items
  • Create a Test Opportunity Record, and Add a Price List
  • Lab: Managing the Product Catalog

Sales Order Processing (5 topics)

  • Adding Line Items (Opportunity Products) to Opportunities
  • Quote Management
  • Working with Orders
  • Working with Invoices
  • Lab: Sales Order Process

Metrics and Goals (5 topics)

  • Configuring Goal Metrics & Fiscal Periods
  • Creating and Assigning Goal Records
  • Creating and Recalculating Parent and Child Goal Records
  • Creating a Rollup Query
  • Lab: Goal Management for Individuals

Sales Analysis (7 topics)

  • Running Built-in Reports
  • Exporting Sales Information to Excel
  • Working with Charts and Dashboards
  • Lab: Create a New Sales Dashboard
  • Create an advanced find query
  • Create a chart
  • Create a dashboard, and add the advanced find query and chart to it, then share

Introduction to Customer Service (6 topics)

  • Customer Scenarios
  • Customer Service Entities and Record Types
  • Creating a Subject Tree
  • Lab: Subject Tree
  • Knowledge Base, creating and publishing Articles.
  • Lab: Managing Knowledge Base Articles

Case Management (8 topics)

  • Creating Case Records
  • Managing Cases using Parent/Child Relationships
  • Case Resolution, Canceling and Deleting
  • Assigning Case Records
  • Working with the Subject Tree
  • Working with the Case List and Views
  • Attaching Knowledge Base Articles to Cases
  • Lab: Merging Cases

Service Level Agreements (SLAs) (9 topics)

  • Understanding SLA's
  • Creating a Default SLA
  • Defining Customer Service Schedules
  • Adding KPI to SLAs
  • Lab: Creating a 'Resolve by' KPI
  • Understanding Entitlement and their relationship with SLAs
  • Creating Entitlement Templates
  • Lab: Create and Entitlement
  • Understanding and Creating a Routing Rule Set

Service Scheduling (9 topics)

  • Service Scheduling Scenarios
  • Service Scheduling Terminology
  • Service Scheduling Process
  • Resources, Services and Selection Rules
  • Understand Sites and Same-Site Requirements
  • Manage Business Closures
  • Working with Service Activities and the Service Calendar
  • Close, Cancel, or Reschedule a Service Activity
  • Lab: Schedule a Service by Using a Same-Site Requirement


  • General knowledge of Microsoft Windows
  • General knowledge of Microsoft Office
  • Students do not need a prior understanding of Customer Relationship Management solution processes and practices.

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