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Microsoft Dynamics 365 Fundamentals (CRM) Training
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Drive Team Excellence with Microsoft Dynamics 365 Fundamentals (CRM) Corporate Training

Microsoft Dynamics 365 Fundamentals (CRM) is a comprehensive customer relationship management (CRM) solution provided by Microsoft that helps organizations streamline their sales, marketing, and customer service processes. It is required for organizations to effectively manage their customer interactions, improve customer satisfaction, and ultimately drive business growth by providing a centralized platform for managing customer data, automating sales and marketing activities, and delivering personalized customer experiences. Training in Microsoft Dynamics 365 Fundamentals (CRM) equips individuals with the essential skills and knowledge needed to proficiently utilize the CRM system, empowering them to optimize customer relationships and contribute to organizational success.

The Microsoft Dynamics 365 Fundamentals (CRM) instructor-led training course provided by Edstellar can be customized to meet team requirements. The virtual/onsite Microsoft Dynamics 365 Fundamentals (CRM) training course led by expert trainers ensures that all features and capabilities of the software are utilized, enabling the organization to maximize its investment in the Dynamics 365 platform.

Get Customized Expert-led Training for Your Teams
Customized Training Delivery
Scale Your Training: Small to Large Teams
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Plan from 2000+ Industry-ready Training Programs
Experience Hands-On Learning from Industry Experts
Delivery Capability Across 100+ Countries & 10+ Languages
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Skills Your Employees Will Gain

These are the core, hands-on capabilities your team builds during the program.

  • CRM Navigation
    CRM Navigation is the ability to efficiently use customer relationship management software to manage client interactions. This skill is important for sales and marketing roles, as it enhances customer engagement and streamlines processes.
  • Data Management
    Data Management is the process of collecting, storing, and analyzing data effectively. This skill is important for roles like data analysts and IT professionals, ensuring informed decision-making and operational efficiency.
  • Customer Engagement
    Customer Engagement is the ability to build meaningful relationships with customers through effective communication and interaction. This skill is important for roles in sales, marketing, and customer service, as it fosters loyalty, enhances satisfaction, and drives business growth.
  • Reporting Skills
    Reporting Skills involve the ability to collect, analyze, and present data clearly and effectively. This skill is important for roles in management, analytics, and journalism, as it ensures informed decision-making and effective communication of insights.
  • Analytical Thinking
    Analytical Thinking is the ability to systematically evaluate information, identify patterns, and solve problems. This skill is important for roles in data analysis, management, and research, as it drives informed decision-making and strategic planning.
  • Process Automation
    Process Automation is the use of technology to automate repetitive tasks, enhancing efficiency and accuracy. This skill is important for roles in operations and IT, as it streamlines workflows, reduces errors, and saves time, driving productivity and innovation.

What Your Team Will Achieve After This Training

  • Analyze customer data to identify trends and opportunities for targeted marketing campaigns
  • Design customer journeys that automate interactions and nurture leads towards conversion
  • Create custom reports and dashboards to visualize key sales metrics and KPIs
  • Implement effective search and filter techniques to locate specific customer information 
  • Configure business process flows to streamline sales order processing and customer service workflows
  • Manage customer cases efficiently by utilizing SLAs, entitlements, and knowledge base articles
  • Optimize field service scheduling by leveraging resource allocation tools and mobile functionalities
  • Integrate Dynamics 365 with Microsoft Teams and Outlook to enhance collaboration and communication

Topics & Program Outline

The curriculum is organized into focused modules built by industry experts and delivered virtually or on-premise. Interactive sessions reflect the evolving demands of the workplace, keeping the learning both relevant and practical.

  1. Introduction to CRM
    • Defining CRM
    • Benefits of using CRM
  2. Overview of Power Platform and Dynamics 365
    • Components of Power Platform
    • How Dynamics 365 integrates with Power Platform
  3. Introduction to Microsoft Dataverse
    • Key features of Dataverse
    • Data modeling in Dataverse
  4. Dynamics 365 Apps use cases
    • Examples in sales, service, and marketing
    • Customizing apps for business needs
  5. Navigating Dynamics 365 Apps
    • Basic navigation techniques
    • Tips for efficient use
  1. Managing customers and activities
    • Creating and updating customer records
    • Tracking customer interactions
  2. Using search and filters
    • Effective searching techniques
    • Custom filters and their uses
  3. Reporting with charts, dashboards, and views
    • Building custom reports
    • Analyzing data through dashboards
  4. Integrations: Excel, Microsoft Teams, and Outlook
    • Syncing data with Excel
    • Collaborating with Teams
    • Managing communications through Outlook
  1. Customer insights for marketing
    • Analyzing customer data
    • Leveraging insights for strategy
  2. Exploring marketing journeys
    • Designing effective journeys
    • Automation and orchestration of journeys
  3. Email marketing strategies
    • Crafting compelling emails
    • Segmentation and personalization
  4. Customer targeting: lists and segments
    • Building and maintaining lists
    • Effective segmentation techniques
  5. Managing customer journeys and leads
    • Nurturing leads through journeys
    • Conversion strategies
  6. Marketing forms and event management
    • Designing forms for lead capture
    • Organizing and managing events
  1. Analyzing customer data insights
    • Deep dives into data analysis
    • Predictive insights and their applications
  2. Engaging customers with Dynamics 365 voice
    • Collecting feedback
    • Integrating feedback into business processes
  1. Dynamics 365 sales overview
    • Key features and benefits
    • Customizing the sales module
  2. The sales lifecycle: from leads to sales
    • Stages of the sales process
    • Best practices in sales management
  3. Qualifying leads and managing opportunities
    • Criteria for qualifying leads
    • Strategies for opportunity management
  4. Business process flows and sales order processing in Dynamics 365 sales
    • Configuring business process flows
    • Managing sales orders and invoicing
  1. Enhancing Dynamics 365 sales with related apps
    • Integrating with other Dynamics 365 apps
    • Third-party app integration
  2. Sales pipeline and forecasting
    • Managing and analyzing the sales pipeline
    • Forecasting sales trends
  3. Sales insights and linkedIn integration
    • Using AI for sales insights
    • Leveraging LinkedIn for networking and sales
  4. Dynamics 365 sales mobile and copilot features
    • Mobile app features
    • Using Copilot for sales assistance
  1. Exploring Dynamics 365 customer service
    • Overview of features
    • Setting up a customer service hub
  2. Managing the case lifecycle
    • Tracking and resolving cases
    • Using SLAs and entitlements
  3. Workload and knowledge management in customer service
    • Allocating resources and managing workloads
    • Utilizing the knowledge base
  4. Business process flows in customer service
    • Creating and customizing flows
    • Improving service with process automation
  1. Omnichannel customer service
    • Setting up omnichannel
    • Managing interactions across channels
  2. Reporting and visualizations in customer service
    • Custom reports and visualizations
    • Using data to improve service
  3. Customer feedback with Dynamics customer voice
    • Collecting and analyzing feedback
    • Integrating feedback into continuous improvement
  1. Managing field operations with Dynamics 365
    • Overview of field service management
    • Best practices for field operations
  2. The work order lifecycle and inspections
    • Creating and managing work orders
    • Conducting and recording inspections
  3. Dynamics 365 field service mobile features
    • Mobile app capabilities
    • Offline access and sync
  1. Scheduling and resource management
    • Advanced scheduling techniques
    • Resource optimization and allocation
  2. Managing customer assets and connected services
    • Tracking customer assets
    • Integrating IoT with Field Service

Who Should Attend?

This program suits professionals at many levels across the organization, including:

  • CRM Administrators
  • CRM Managers
  • Sales Managers
  • Customer Service Managers
  • IT Managers
  • Business Analysts
  • Application Developers
  • Systems Administrators
  • Marketing Managers
  • Business Intelligence Analysts
  • Solution Architects
  • Technical Support Specialists

What are the Prerequisites?

Employees with a basic understanding of customer engagement principles, business operations, and cloud computing can take up the Microsoft Dynamics 365 Fundamentals (CRM) training course.

Request a Quote for your Corporate Training Requirements

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Delivering Training for Organizations across 100 Countries and 10+ Languages

Choose the Format That Fits Your Team

We design training your teams actually engage with, and deliver it the way that suits you best. Through a vetted global trainer network, Edstellar runs sessions in 10+ languages with consistent quality anywhere.

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Virtual Microsoft Dynamics 365 Fundamentals (CRM) Training

Virtual / online: expert-led live sessions delivered anywhere, with consistency and easy scheduling.

We deliver anywhere worldwide
Standardized content for consistent outcomes
Join from own workspace, no travel
We scale to large groups across sites
Interactive tools keep remote learners engaged
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On-site Microsoft Dynamics 365 Fundamentals (CRM) Training

On-site (in-house): immersive, instructor-led learning at your office.

Our trainers run face-to-face at your office
We tailor setup/content to your workplace and tools
Group exercises drive collaboration
Live demos +  hands-on practice
Direct trainer access to clarify doubts
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Off-site Microsoft Dynamics 365 Fundamentals (CRM) Training

Off-site: focused, instructor-led group learning away from everyday workplace distractions.

We host your teams at a venue of your preferred choice
Built-in group activities for bonding
Full uninterrupted schedule for focus/retention
Boosts morale and signals commitment
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Need pricing for onsite, offsite, or virtual delivery? Get a proposal tailored to your team's needs.

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        What Sets Edstellar Apart

        Experienced Trainers

        Our trainers are drawn from a vetted global network and bring years of industry expertise, keeping every session practical and impactful.

        Proven Quality

        With a strong global track record, Edstellar is known for quality and engaging delivery.

        Industry-Relevant Curriculum

        Our programs are built by experts to match the demands of today's industry.

        Fully Customizable

        Every program can be tailored to your organization's goals.

        Comprehensive Support

        We provide pre- and post-session support for a complete learning experience.

        Global Multi-Location & Multilingual Training Delivery

        We deliver in multiple languages to support diverse global teams.

        Hear from Organizations We've Trained

        "The Microsoft Dynamics 365 Fundamentals (CRM) training exceeded my expectations in every way. As a Dynamics 365 Consultant, I gained comprehensive knowledge of industry best practices that transformed my incredibly practical and immediately applicable. I've confidently led multiple high-visibility initiatives leveraging this comprehensive knowledge. The instructor's expertise in interactive labs made complex concepts crystal clear and actionable.”

        Michelle Palmer

        Dynamics 365 Consultant,

        Customer Data Platform Company

        "This Microsoft Dynamics 365 Fundamentals (CRM) course equipped me with comprehensive practical applications expertise that I've seamlessly integrated into our strategic practice. The hands-on modules covering real-world case design solutions that consistently deliver measurable business results. We've successfully expanded our service portfolio based on these enhanced capabilities, validating the immediate impact of this training program.”

        Tang Xia

        Operations Analyst,

        Sales Management Software Firm

        "The Microsoft Dynamics 365 Fundamentals (CRM) training gave our team advanced advanced methodologies expertise that revolutionized our operational excellence approach. As a Sales Manager, understanding expert-led workshops and interactive labs our entire portfolio. Our team's capability maturity level increased by three full stages within six months. This training has become foundational to our team's strategic capabilities and continued growth.”

        Jamil Wael

        Sales Manager,

        CRM Solutions Provider

        “Edstellar’s IT & Technical training programs have been instrumental in strengthening our engineering teams and building future-ready capabilities. The hands-on approach, practical cloud scenarios, and expert guidance helped our teams improve technical depth, problem-solving skills, and execution across multiple projects. We’re excited to extend more of these impactful programs to other business units.”

        Aditi Rao

        L&D Head,

        A Global Technology Company

        Recognition That Motivates Your Team

        Upon successful completion of the training course offered by Edstellar, employees receive a course completion certificate, symbolizing their dedication to ongoing learning and professional development.

        This certificate validates the employee's acquired skills and is a powerful motivator, inspiring them to enhance their expertise further and contribute effectively to organizational success.

        Recognition That Motivates Your Team
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