Microsoft Dynamics 365 CRM

Introduction:

Microsoft Dynamics 365 CRM is a cloud-based customer relationship management solution that empowers organizations to manage customer relationships, streamline operations, and enhance sales and marketing effectiveness. With its comprehensive features and seamless integration capabilities, Dynamics 365 CRM offers businesses a unified platform to gain valuable insights, automate processes, and foster customer engagement. This course provides an in-depth exploration of Microsoft Dynamics 365 CRM, equipping participants with the skills to leverage its powerful tools for improved customer relationship management and business growth.

Course Objective:

By the end of this course, participants will:

• Understand the core features and functionalities of Microsoft Dynamics 365 CRM.

• Learn how to customize Dynamics 365 CRM to meet specific business needs and workflows.

• Explore automation tools and strategies to enhance sales and marketing efforts.

• Gain insights into managing customer relationships effectively using Dynamics 365 CRM.

• Prepare to implement best practices for optimizing Dynamics 365 CRM within their organizations.

Course Outline:

Module 1: Introduction to Microsoft Dynamics 365 CRM

• Overview of CRM: The role of CRM in modern business strategies.

• Introduction to Microsoft Dynamics 365 CRM: Features, benefits, and market position.

• Navigating the Dynamics 365 interface: Key components and dashboard overview.

• Hands-On: Setting up a Dynamics 365 CRM account and customizing the dashboard.

Module 2: Customizing Dynamics 365 CRM

• Understanding customization options: Entities, fields, forms, and views.

• Creating custom entities and fields to capture unique business data.

• Configuring forms and views for streamlined data entry and accessibility.

• Hands-On: Customizing entities and forms in Dynamics 365 CRM.

Module 3: Lead and Opportunity Management

• Best practices for lead and opportunity management in Dynamics 365 CRM.

• Creating and importing leads, accounts, and opportunities.

• Utilizing sales processes to track deals through the sales pipeline.

• Hands-On: Managing leads and opportunities in Dynamics 365 CRM.

Module 4: Sales and Marketing Automation

• Introduction to automation: Enhancing efficiency with Dynamics 365 CRM.

• Setting up workflows to automate repetitive tasks and notifications.

• Utilizing marketing automation tools to manage campaigns and customer engagement.

• Hands-On: Designing and implementing a workflow automation in Dynamics 365 CRM.

Module 5: Customer Service Management

• Understanding customer service features in Dynamics 365 CRM.

• Managing cases, service requests, and customer interactions.

• Implementing service-level agreements (SLAs) and tracking performance metrics.

• Hands-On: Setting up and managing a customer service case in Dynamics 365 CRM.

Module 6: Reporting and Analytics

• Importance of data-driven insights in CRM.

• Overview of Dynamics 365 CRM analytics: Tracking key performance indicators (KPIs).

• Creating custom reports and dashboards for comprehensive data analysis.

• Hands-On: Generating reports and interpreting analytics in Dynamics 365 CRM.

Module 7: Integration and Extensibility

• Overview of integration options available in Dynamics 365 CRM.

• Connecting Dynamics 365 CRM with other Microsoft and third-party applications.

• Utilizing Power Automate for advanced workflow automation and integration.

• Hands-On: Setting up an integration with Microsoft Outlook and other applications.

Capstone Project:

• Participants will work in teams to develop a comprehensive Microsoft Dynamics 365 CRM strategy tailored to a fictional company, including customization plans, lead management processes, and automation initiatives.

• Presentation of the project to the class for feedback and discussion.

Course Duration: 40-60 hours of instructor-led or self-paced learning.
Delivery Mode: Instructor-led online/live sessions or self-paced learning modules.
Target Audience: Sales and marketing professionals, customer service managers, business analysts, and anyone interested in mastering Microsoft Dynamics 365 CRM for improved customer relationship management.