Course Curriculum
Introduction to Microsoft Dynamics CRM
Overview of CRM & Business Applications
Dynamics 365 CRM Architecture
Navigation & User Interface
Modules Overview (Sales, Service, Marketing)
Sales Management
Lead & Opportunity Management
Account & Contact Management
Sales Pipeline & Forecasting
Quotes, Orders & Invoices
Sales Automation
Customer Service
Case Management
Service Level Agreements (SLAs)
Queue & Routing Rules
Knowledge Base Management
Customer Support Automation
Marketing Automation
Campaign Management
Customer Segmentation
Email Marketing & Templates
Marketing Lists & Lead Nurturing
Customization &
Configuration
Entity & Field
Customization
Forms, Views &
Dashboards
Business Rules & Process
Flows
Solution Management
Workflow Automation
Workflows & Power Automate
Business Process Flows
Approvals & Notifications
Automation Scenarios
Integration & Data
Management
Data Import/Export
Excel Integration
Outlook Integration
Third-Party
Integrations (Overview)
Real-Time Projects & Case Studies
End-to-End Sales Cycle Implementation
Customer Service Use Cases
Marketing Campaign Execution
Live Project Work
