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Dynamics 365 Introduction

  • Level: Introduction
  • Duration: 1 Day

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.

Course Outline

Module 1: Microsoft Dynamics CRM Concepts
  • Microsoft Dynamics 365 functionality
  • Microsoft Dynamics 365 clients
  • Microsoft Dynamics 365 records
  • Application navigation
  • Using Views
  • Searching and Filtering
Module 2: Working with the Application
  • 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
Module 3: Introduction Dashboards
  • Data in Dashboards
  • Dashboards Charts and Other Fields
  • Dashboard Layouts
Module 4: Using Activities
  • Finding and Using Activities
  • Add an Activity
  • Attaching a Document to a note or task
  • Completing an Activity
Module 5: Introduction to Sales Management
  • Sales Dashboard
  • Working with Leads
  • Sales Process
  • Opportunities
  • Closing and Re-Opening a Lead
Module 6: Introduction to Customer Service
  • Using Activities for Customer Service
  • Service Level Agreements
  • Entitlements
  • Queues
  • Assigning Cases
  • Grouping and Merging Related Cases
  • Resolving a Case
Module 7: Preferences
  • Basic Preferences
  • Setting a Home Page
  • Setting Preferences for Views
  • Changing Font Size
  • Changing Activity Feed Display Picture

Whats included in this course?

  • image
    Course Manual
  • image
    Experienced Trainers
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    Certificate of Attendance
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    Unlimited Post Course Support

If you need something more custom, please get in touch with our team.

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  • I thoroughly enjoyed this course but do feel that the duration should be extended in order to allow more time to cover all of the topics. Noel was a fantastic trainer, happy to answer any questions and very good at explaining how to do something, thank you.

    Laura Chesters