This Microsoft Dynamics 365 training is designed to help participants understand and use Dynamics 365 applications to manage customer relationships, sales, service, and business processes effectively. The course covers Dynamics 365 navigation, core CRM concepts, sales and customer service modules, business process flows, reporting, and productivity features. Participants will gain hands-on experience to improve CRM adoption, streamline operations, and enhance customer engagement using Microsoft Dynamics 365.

• Understand the core features, modules, and business capabilities of Microsoft Dynamics 365.
• Navigate Dynamics 365 workspaces, records, dashboards, and business modules efficiently.
• Manage customers, sales processes, service operations, and business data effectively.
• Create workflows, reports, dashboards, and automated business processes.
• Integrate business applications, collaboration tools, and data-driven insights for operational efficiency.
• Improve business productivity, customer engagement, and decision-making using Microsoft Dynamics 365 best practices.

 • Sales and customer service professionals
 • Business users working with Dynamics 365
 • CRM administrators (basic level)
 • Operations and support teams
 • Organizations implementing Dynamics 365

 • Basic computer and internet usage skills
 • No prior Dynamics 365 experience required
 • Interest in CRM and business process management

 • Navigating the Dynamics 365 user interface
 • Managing accounts, contacts, and leads
 • Working with opportunities and sales processes
 • Managing cases and customer service activities
 • Using business process flows
 • Creating and using reports and dashboards
 • Managing customer interactions
 • Applying CRM best practices

By the end of this training, participants will be able to use Microsoft Dynamics 365 confidently to manage sales, service, and customer relationships. Learners will gain strong fundamentals in CRM usage and reporting, enabling them to improve business productivity and customer engagement.

Introduction to Microsoft Dynamics 365 & CRM Concepts
 • Overview of Dynamics 365 applications
 • CRM concepts and terminology
 • User interface and navigation
 • Personal settings and preferences

Accounts, Contacts & Lead Management
 • Creating and managing accounts
 • Managing contact records
 • Creating and qualifying leads
 • Converting leads to opportunities

Opportunity & Sales Process Management
 • Managing opportunities
 • Sales stages and pipelines
 • Forecasting basics
 • Tracking sales activities

Activities, Tasks & Collaboration
 • Tasks, appointments, and emails
 • Timeline and activity tracking
 • Collaboration features
 • Productivity tips

Customer Service & Case Management
 • Creating and managing cases
 • Case routing and queues
 • Service-level agreements basics
 • Customer service workflows

Business Process Flows & Automation Basics
 • Understanding business process flows
 • Using guided processes
 • Automating simple workflows
 • Improving process consistency

Reporting & Dashboards for Business Users
 • Using standard reports
 • Creating basic dashboards
 • Visualizing CRM data
 • Sharing reports and insights

Data Management & Best Practices
 • Importing and updating records
 • Managing duplicates
 • Data validation concepts
 • Maintaining data quality

Dynamics 365 End User Workshop & Best Practices
 • Managing real-world CRM scenarios
 • Using sales and service modules
 • Creating dashboards and reports
 • Final workshop review and best practices

• Microsoft Dynamics 365 Setup & Interface Navigation
• Customer, Sales & Service Management
• Business Process Automation & Workflow Configuration
• Reports, Dashboards & Data Analysis
• End-to-End Business Process Management Project

Participants will be evaluated through hands-on Dynamics 365 labs, practical CRM usage exercises, instructor-led reviews, and a final assessment focused on completing real-world Dynamics 365 business workflows.

Participants will receive course materials, slides, reference materials, exercises and access to resources for further learning.

Upon successful completion of the training, participants will receive an AcadNXT Certificate of Completion for Microsoft Dynamics 365. This digital, verifiable certification validates practical Dynamics 365 CRM usage, sales and service workflows, and business productivity skills and can be shared on LinkedIn and included in professional profiles to enhance CRM and business applications career credibility.