The Microsoft Dynamics 365 CRM Apps: Fundamentals course is a one-day training designed to introduce the core capabilities of Dynamics 365 Customer Engagement applications. Participants will explore four key apps: Customer Insights – Journeys, Sales, Customer Service, and Field Service.

This course provides a strong foundation for understanding CRM capabilities, evaluating business requirements, and selecting the right solutions. Key topics include lead and opportunity management, case handling, field service operations, and customer insights, along with the role of Copilot in enhancing productivity.

We can organize this training at your preferred date and location. Contact Us!

Prerequisites

Participants should have:

Basic understanding of business processes and data management
Familiarity with Microsoft 365 applications

No prior Dynamics 365 experience is required.

Who Should Attend

This course is suitable for:

Functional users
Sales representatives
Customer service agents
Field technicians
Business analysts
Managers and decision-makers

Anyone looking to understand Dynamics 365 CRM applications can benefit from this course.

What You Will Learn

By the end of this course, learners will be able to:

Understand the core capabilities of Dynamics 365 Customer Engagement apps
Explore the Dataverse platform
Work with customer and activity records
Use Customer Insights – Journeys for marketing automation
Understand the sales lifecycle and manage sales data
Manage cases and customer service operations
Work with SLAs, queues, and knowledge management
Manage work orders and scheduling in Field Service
Understand how Copilot enhances productivity

Training Outline

Module 1: Customer Engagement Apps Overview

Application overview
Dataverse fundamentals
Navigation and data management
Customer and activity records

Module 2: Customer Insights – Journeys

Marketing automation
Customer segmentation
Email campaigns
Journey creation

Module 3: Dynamics 365 Sales

Sales lifecycle
Lead and opportunity management
Quotes, orders, and invoices
Product catalog
Copilot capabilities

Module 4: Customer Service

Case management
Queues and routing
SLA management
Knowledge base
Copilot usage

Module 5: Field Service

Work orders
Incident types and service tasks
Scheduling with schedule board
Field operations management

Why Choose Us

Experience live, interactive learning from the comfort of your home or office with Bilginç IT Academy's Online Instructor-Led Microsoft Dynamics 365 CRM Apps: Fundamentals Training. Engage directly with expert trainers in a virtual environment that mirrors the energy and schedule of a physical classroom.

Live Sessions: Join scheduled classes with a live instructor and other delegates in real-time.
Interactive Experience: Engage in group activities, hands-on labs, and direct Q&A sessions with your trainer and peers.
Global Expert Trainers: Learn from a handpicked global pool of expert trainers with deep industry experience.
Proven Expertise: Benefit from over 30 years of quality training experience, equipping you with lasting skills for success.
Scalable Delivery: Accessible worldwide with flexible scheduling to meet your professional needs through our globally available virtual classrooms.

Immerse yourself in our most sought-after learning style for Microsoft Dynamics 365 CRM Apps: Fundamentals Training. Our hand-picked classroom venues offer an invaluable human touch, providing a focused and interactive environment for professional growth.

Highly Experienced Trainers: Boost your skills with trainers boasting 10-20+ years of real-world experience.
State-of-the-Art Venues: Learn in high-standard facilities designed to ensure a comfortable and distraction-free experience.
Small Class Sizes: Our limited class sizes foster meaningful discussions and a personalized learning journey.
Best Value: Achieve your certification with high-quality training and competitive pricing.

Streamline your organization's training requirements with Bilginç IT Academy’s Onsite Microsoft Dynamics 365 CRM Apps: Fundamentals Training. Experience expert-led learning at your own business premises, tailored to your corporate goals.

Tailored Learning Experience: Customize the training content to fit your unique business projects or specific technical needs.
Maximize Training Budget: Eliminate travel and accommodation costs, focusing your entire budget on the training itself.
Team Building Opportunity: Enhance team bonding and collaboration through shared learning experiences in your workspace.
Progress Monitoring: Track and evaluate your employees' progression and performance with relative ease and direct oversight.

Why have you chosen us?

I have attended a training from Bilginc IT Academy before and I was satisfied.

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How many employees do you have in your IT department?

0 – 50

50 – 250

250 – 1000

1000+

Microsoft Dynamics 365 CRM Apps: Fundamentals Training