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 Microsoft Dynamics 365 CRM Apps: Fundamentals through Bilginç IT Academy's live and interactive virtual classroom environment, accessible from your home, office, or any location. Connect with expert trainers in real time and bring the energy of classroom learning into the digital experience.

Live Instructor-Led Sessions: Join scheduled training sessions with your instructor and fellow delegates in real time.
Interactive Learning Experience: Take part in discussions, practical exercises, group activities, and Q&A sessions throughout the course.
Expert Trainer Network: Learn from experienced trainers with strong industry backgrounds and practical field expertise.
Over 30 Years of Training Expertise: Benefit from Bilginç IT Academy's long-standing experience in delivering professional training since 1995.
Flexible and Scalable Delivery: Access live virtual classrooms worldwide with flexible planning options for individual and corporate training needs.

Experience Microsoft Dynamics 365 CRM Apps: Fundamentals in a focused classroom environment designed for high engagement and effective learning. Bilginç IT Academy's carefully selected training venues provide a professional setting where delegates can interact directly with expert trainers and peers.

Experienced Trainers: Learn from specialists with extensive field experience and real-world knowledge.
Professional Training Venues: Attend courses in comfortable, well-equipped classrooms designed to support effective learning.
Focused Classroom Experience: Benefit from limited class sizes that encourage discussion, interaction, and personalized support.
Quality-Driven Learning: Develop practical skills through structured, up-to-date, and professionally designed training content.

Meet your team's training needs with Bilginç IT Academy's onsite Microsoft Dynamics 365 CRM Apps: Fundamentals solution, delivered at your office or preferred location. Align your team's development with your business goals through a training experience tailored to your organization.

Tailored Course Content: Adapt the training program to your organization's projects, team structure, and specific business requirements.
Time and Cost Efficiency: Reduce travel, accommodation, and operational costs while maximizing the value of your training investment.
Team-Focused Learning: Help your employees develop around the same knowledge base and strengthen collaboration across your organization.
Simplified Planning and Tracking: Manage the training process, participant development, and organizational requirements with greater control.

Why have you chosen us?

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

I have attended a training from a different provider and it was not helpful.

Other

How many employees do you have in your IT department?

0 – 50

50 – 250

250 – 1000

1000+

Microsoft Dynamics 365 CRM Apps: Fundamentals Training