Course Information


About this course:

This course is a 'hands-on' introduction and is primarily focused on End Users and Managers everyday use of Dynamics 365 CRM.


Before attending this course, students must have:

• General knowledge of Microsoft Windows.

• General knowledge of Microsoft Office.

Audience Profile

User and Managers who want to learn and understand Dynamics 365's interface, adaptability and functionality to help them make best use of Dynamics 365 in their everyday work, resulting in increased productivity and empowerment.


  • Microsoft Dynamics 365 functionality
  • Microsoft Dynamics 365 clients
  • Microsoft Dynamics 365 records
  • Application navigation
  • Using Views
  • Searching and Filtering
  • Dynamics 365 Security Settings
  • Customer records
  • Addresses
  • Introduction to cases
  • Recently Viewed and Related Records
  • Business Processes
  • Quick Create
  • Importing and Exporting To and From Excel
  • Data in Dashboards
  • Dashboards Charts and Other Fields
  • Dashboard Layouts
  • Finding and Using Activities
  • Add an Activity
  • Attaching a Document to a note or task
  • Completing an Activity
  • Sales Dashboard
  • Working with Leads
  • Sales Process
  • Opportunities
  • Closing and Re-Opening a Lead
  • Using Activities for Customer Service
  • Service Level Agreements
  • Entitlements
  • Queues
  • Assigning Cases
  • Grouping and Merging Related Cases
  • Resolving a Case
  • Basic Preferences
  • Setting a Home Page
  • Setting Preferences for Views
  • Changing Font Size
  • Changing Activity Feed Display Picture
Dates and Prices

There are currently no public dates for this course. This course can be run as a private course either at one of our training centers or at your offices. To get pricing for this use our quote wizard to generate a customised quote or call us on 0118 324 3000 to discuss your requirements.

1 Day


  • Noel was an excellent tutor. He did check all of the group was able to keep up and if there were any problems or questions of the attendants, he was always willing to help.

    Marianne Seager-Wincanton
  • This was a really good training, nicely paced, very useful and well presented. Thank you, Stuart!

    Joris Latinne-Oracle