Course Curriculum
Introduction to Microsoft Dynamics 365 CRM
Overview of Microsoft Dynamics 365
CRM Concepts and Business Benefits
Dynamics 365 Applications Overview
CRM Functional Consultant Role
Environment Navigation and User Interface
Dynamics 365 CRM Architecture & Setup
Dynamics 365 Deployment Models
Security Concepts Overview
Business Units and Organizational Structure
Environment Configuration Basics
User Management
Lead Management
Lead Lifecycle Management
Lead Creation and Qualification
Lead Scoring Concepts
Lead Assignment and Tracking
Best Practices for Lead Management
Hands-on Exercises
Account & Contact Management
Managing Accounts and Contacts
Relationship Mapping
Customer Data Management
Hierarchy Management
Duplicate Detection Rules
Customer Service Management
Case Management
Service Level Agreements (SLAs)
Queues and Routing Rules
Knowledge Base Management
Customer Service Hub
Service Analytics
Marketing Automation Fundamental
Marketing Lists
Campaign Management
Customer Segmentation
Customer Journey Concepts
Email Marketing Overview
Marketing Analytics
Business Process Flows & Workflows
Business Process Flow Design
Workflow Automation Concepts
Business Rules Configuration
Approval Processes
Process Optimization
Practical Exercises
Activities & Collaboration Tools
Email Integration
Appointment and Task
Management
Phone Calls and Notes
Outlook Integration
Collaboration Features
Dashboards, Views & Reports
Personal and System Dashboards
Advanced Find
Custom Views
Charts and Visualizations
CRM Reporting Capabilities
Introduction to Power BI Integration
