Dynamics 365 CRM Functional Consultant Course

Learn Sales and Customer Service functional modules and Configuration.

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COURSE OVERVIEW

Dynamics 365 CRM functional consultant course is focused on the functional modules of Dynamics 365 Customer Engagement. The training course covers topics on the most commonly used applications Dynamics 365 for sales and Dynamics 365 for customer service.

This Dynamics 365 training course is designed for functional consultants, Quality Analysts( QA) and business analysts who want to learn Dynamics CRM functional applications. The course will walk you through sales, customer service and marketing applications and how to work with them.

From this functional consultant course you will learn how to start with work with sales, customer and field service applications, and will help you prepare for Dynamics 365 functional consultant certification exams such as MB-210: Dynamics 365 Sales, MB-230, Dynamics 365 Customer Service, MB-240: Dynamics 365 Field Services.

Dynamics 365 Customer Engagement (CRM) is one of the leading applications in the market. It includes business applications like sales, customer service, field service, marketing etc. You can utilize these Dynamics 365 CE applications to manage your sales, customer service, and marketing operations.

WHAT YOU WILL LEARN

You will start from the very scratch and learn Dynamics 365 CRM basics such as what is CRM and different applications in Dynamics CRM such as Sales, Customer Service, Marketing, Field service and Project Service automation.

You will also learn to administer and configure the application such as basic administration settings, security configuration, data management settings, document management settings.

  • CRM Basics
  • What is Dynamics 365
  • Overview of Sales
  • Understanding Sales lifecycle in Dynamics 365 CRM
  • Managing Customers
  • Managing Leads and Opportunities
  • Understanding Product Catalogue
  • Managing Cases
  • Using Queues and rules to Case resolution
  • Configuring Entitlements
  • Using SLAs with Cases

WHO SHOULD ATTEND THIS COURSE

This Dynamics 365 functional training course is for CRM functional consultants who want to learn Dynamics 365 CRM applications for their day to day activities at work.

You can be:

  • Business analysts,
  • Pre-sales consultants,
  • Sales consultants,
  • Quality analysts.
  • Functional Consultants
  • Business owners

COURSE CONTENTS

Dynamics 365 Functional Consultant training course will walk you through everything that you need to know as a Dynamics functional consultant.

The course is split into 4 sections covering the overview of Dynamics 365 CE, Dynamics 365 Sales, Dynamics 365 Customer Service application, and finally the configuration of Dynamics 365 CE.

Section 1 - Overview of CRM and Dynamics 365

Section 2 - Dynamics 365 for Sales

Section 3 - Dynamics 365 for Customer Service

Section 4 - Configure Dynamics 365 Customer Engagement

PREREQUISITES TO ATTEND THIS COURSE

This Dynamics 365 CRM course can be attended by anyone who wants to learn Dynamics 365 CRM basics, and CRM applications such as Sales, Customer Service, Field service.

It will be great if you are good with these:

  • Basic CRM terminologies
  • Basic business knowledge
  • A PC and good internet connection
  • Open to learn a new business application.

DETAILED COURSE CONTENTS

Dynamics 365 CRM functional consultant training covers topics on the basics of Dynamics CRM, and how to use Sales, customer service and field service applications and also Configuration of customer engagement application suite.

Section 1 - Overview of CRM and Dynamics 365

This section of the course is discussing the basics of CRM, Dynamics 365 CRM basic terminologies, how to create a trial account of Dynamics CRM and how to start the different applications in Dynamics 365 CRM.

Chapter 1 - Intro to Dynamics 365 CRM

Chapter 2 - Start Working with Dynamics 365 CRM

Section 2 - Working with Dynamics 365 for Sales

In this section, you will start working with Dynamics 365 Sales application and different sales entities such as accounts, contacts, leads, opportunities and competitors. You will also learn the sales lifecycle in detail, and how to deal with order processing in Dynamics CRM application that includes quotes, sales orders, invoices and the product catalogue.

Chapter 3 - Working with Customers

Chapter 4 - Working with Leads and Opportunities

Chapter 5 - Order Processing in Dynamics 365

Section 3 - Working with Dynamics 365 Customer Service

This section of the course covers Dynamics 365 Customer Service Application in detail starting from creating Cases. You will learn the basic customer service terminologies in Dynamics CRM application and the case lifecycle, and you will also be working with entities such as Cases, Queues, Knowledge base, Entitlements and SLAs,

Chapter 6 - Introduction to Customer Service in Dynamics 365

Chapter 7 - Working with Queue and Knowledge Base

Chapter 8 - Contracts and Entitlements in Dynamics CRM

Chapter 9 - SLAs in Dynamics CRM

Section 4 - Configure Dynamics 365 Customer Engagement

In this section, you will learn how to administer and configure Dynamics 365 Customer Engagement application. You will get the opportunity to learn CRM administration and how to configure the application for users and business units. You will also learn the security structure of Dynamics 365 CRM and how to configure security for the organization along with Data management settings, Document management settings etc.

Chapter 10 - Basic Administration and Configuration Settings

Chapter 11 - Security Settings Part One

Chapter 12 - Security Settings Part Two

Chapter 13 - Data Management Settings

Chapter 14 - Document Management and Auditing

ONCE YOU FINISH THIS DYNAMICS 365 CRM FUNCTIONAL COURSE YOU WILL BE ABLE TO:

  • Work with Dynamics 365 CRM/CE comfortably
  • Use Dynamics 365 CE for your sales operations
  • Perform customer service operations
  • Perform Order processing
  • Setup and Configure Product Catalog
  • Setup Entitlements for Customer support
  • Configure SLAs and entitlements
  • Configure security structure
  • Integration SharePoint with Dynamics 365 CE
  • Configure duplicate detection rules, data import


Your Instructor


Firoz Muhammed
Firoz Muhammed

Firoz Muhammed is a Dynamics 365/PowerApps Coach, Architect and and corporate trainer (MCT). He has more than 12 years of experience in the IT industry into consulting, implementation and corporate training.

He carries experience on technologies like C++, C#.Net and Microsoft Dynamics 365 CE, Power Platform. As part of his career he worked for companies such as HP, Capgemini, Wipro, Qatar Airways and Accenture.

Presently he is working as a Dynamics 365 CE architect at Magnifez Technologies and also handle corporate training assignments on Dynamics 365, PowerApps, Power Automate and related technologies.

He has trained more than 1200 professionals on Dynamics 365 CE/CRM as part of his corporate training stint. He trained professionals from corporate companies such as IBM, Sony, Adobe, UST Global, Capgemini and many more.

He got his Dynamics 365 courses published on Udemy and D365 Academy. He likes to explore new technologies and like to share his knowledge through his coaching programs and video courses.


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Frequently Asked Questions


When does the course start and finish?
The course starts now and never ends! It is a completely self-paced online course - you decide when you start and when you finish.
How long do I have access to the course?
How does lifetime access sound? After enrolling, you have unlimited access to this course for as long as you like - across any and all devices you own.
What if I am unhappy with the course?
We would never want you to be unhappy! If you are unsatisfied with your purchase, contact us in the first 30 days and we will give you a full refund.