MS Dynamics 365

CRM CoE
Training Modules - Beginner
 Duration: 16 hrs

• What is CRM?
• How to Access CRM?
Module 1: • How to Activate 30 days CRM online trial
Microsoft version
Dynamics • Different Modules in CRM - Sales, Marketing
and Services etc.
CRM • Overview of Records
Overview • MS Dynamics CRM Architecture
• Setting Personal Options
 Duration: 24 hrs

• Sales Life Cycle

• Convert Activity Records to Leads
• Qualifying and Disqualifying Leads
Module 2: • Create Opportunities and Work with
Opportunity Forms and records
Introduction • Adding Line Items (Opportunity Products) to
to Sales Opportunities
Management • Quote Management
• Working with Order
• Working with Invoices
• Create, Maintain, and Use Sales Literature
 Duration: 24 hrs

• Marketing Life Cycle:

• Campaign and Quick Campaign,
Module 3:
• Marketing list- Static and Dynamics
Introduction Marketing list
to Marketing • Campaign Activity
Management • Campaign Response
 Duration: 24 hrs

• Overview of service module

• Case Entity
Module 4: • Routing Rules
Introduction • Queue Management
• SLA (Service Level Agreements)
to Service • Using business scenario to implement SLA
Management • Knowledge Base Article
• Directly create
• Create from Template
 Duration: 16 hrs

• Customization Concepts – Entity Types and Attributes

Data Type
Module 5: • Creating Custom Entities, Attributes and main form and
Global Option Set
Customizing • Form Customization Overview.
Entities and • Create and Modify Forms.
• Types of Forms in CRM
Forms • Create and manage Multiple Main Form
• Role based Form
 Duration: 8 hrs

Module 6:
• Types of Entity Relationships
Managing • Relationship Behaviors
Relationship • Creating Entity Relationships
s
 Duration: 8 hrs

Module 7: • Default Solution

• Managed Solution
Solution • Unmanaged Solution
Concepts • Managed Properties
 Duration: 16 hrs

Module 8: • Introduction to Business Unit

Building a • Team
• User
Security • Security Model in CRM –
Model in • Role Based Security, Access rights and Privileges
• Record Level Security
Microsoft • Field Level Security

Dynamics • Auditing Overview

CRM
 Duration: 8 hrs

Module 9: • Activity Types

Activities • Each activity briefing
• Email Configuration
and Email • Email Template
Configuratio • Email Signature

n
 Duration: 16 hrs

• Introduction to Processes
Module 10: • Creating a Workflows

Processes • Introduction to BPFs

 Duration: 8 hrs

• Data Import Wizard

Module 11: • Duplicate Detection Rules
Data • Duplicate Detection Jobs
• Introduction to Auditing
Management
 Duration: 8 hrs

• View
Module 12: • Personal View & System View
• Charts
View, • Personal Chart & System Chart

Charts, • Dashboard
• Personal Dashboard & System Dashboard
Dashboard • Running Built-in Reports

and Reports • Creating and updating Report in CRM

• Grouping, Sorting and Exporting Reports
 Duration: 8 hrs

Module 13:
Ribbon • Creating & Hiding Ribbon Elements

Customizatio • Enabling & Disabling Ribbon Elements

n
 Duration: 56 hrs

• Working with JavaScript’s

• Business Rules
• Plugin’s overview
• Plugin in Action
Module 14: • Custom workflows
Technical • Custom APIs
• Common integrations like SharePoint, Exchange, etc
• Use of Tools (XRM Toolbox)
• Plugin Registration Tool
• Deploy and Debugging a plugin
 • https://learn.microsoft.com/en-us/training/
modules/explore-dynamics-365-marketing
• https://learn.microsoft.com/en-us/training/
References modules/get-started-with-dynamics-365-for-
customer-service
• https://learn.microsoft.com/en-us/training/
modules/manage-opportunities-dynamics-3
65-sales
MS Certifications on M365
• Beginner
• Exam MB-910: Microsoft Dynamics 365 Fundamentals (CRM) - Certific
ations | Microsoft Learn

• Advanced
• Exam PL-600: Microsoft Power Platform Solution Architect - Certificati
ons | Microsoft Learn
Thank
you!