Microsoft Dynamics 365 Customer Engagement (CRM) Course Offerings

In the past, our 5 day Microsoft Dynamics 365 Customer Engagement (CRM) Boot Camp offered you the most in depth coverage of CRM capabilities in Dynamics 365 available in the market today. We combined a mix of theory, practical hands-on exercises and labs to prepare you for success. That boot camp was targeted at businesses and Government organizations looking for a deep dive into Dynamics 365 functionality.

Now, Qixas has developed industry leading on-demand versions of our popular instructor-led live classes. We include all the same insight from the best MCT instructors, the same great learning environments and the same up-to-date content. We even give you the ability to access live Office Hours to ask questions and see the answers demoed to you. The only change is you take the course when you want and on your time schedule.

Target Audience: This course is intended for sales managers, customer service managers, business analysts, CRM administrators, users in operational roles, key functional users, implementation consultants and any other roles in the organization who want to gain foundational knowledge of the applications functionality as well as configuration and customization capabilities.
*If you prefer to pay by invoice please contact us at [email protected]

Date

Class Name

Location

Duration

Price

Register
On-demand course available now Microsoft Dynamics 365 Customer Engagement (CRM) Core Online/on-demand 1 Day CA$299
US$229		 Reserve Seat
On-demand course available now Microsoft Dynamics 365 Customer Engagement (CRM) Customer Service Online/on-demand 1/2 Day CA$199
US$149		 Reserve Seat
On-demand course available now Microsoft Dynamics 365 Customer Engagement (CRM) Sales and Marketing Online/on-demand 1/2 Day CA$199
US$149		 Reserve Seat
On-demand course available April Microsoft Dynamics 365 Customer Engagement (CRM) Customization Online/on-demand 2 Days CA$799
US$599		 Reserve Seat

Course Outline


Core CRM

This section describes the techniques required to customize Microsoft Dynamics 365 to meet the specialized needs of businesses and produce a full configured, effective solution. Topics include:

  • Deployment Overview
  • CRM Online vs On-premise
  • Licensing Overview implications
  • Security
  • Application Usage - Navigation, Usage, Entity Structures, Business Process Flows
  • Product Catalog - Units, Products, Families
  • Office365 Integration (Word Template, Excel Template, OneNote and SharePoint Integration, Outlook Integration, Flow)
    • Security
  • Workflows (Business Process Flows, Workflow Engine, Microsoft Flow, CDS, CDM)
  • Customization and Configuration Best Practices and Methods

Customer Service

This section focuses on how an organization can nurture customer satisfaction through automation of business processes within CRM. You will be provided an insight into all of the powerful Customer Service and Service Scheduling functionality capabilities including:

  • Customer Service Hub
  • Cases
  • SLA's, Entitlements
  • Queues
  • Knowledge Management.

Sales and Marketing

This course introduces the capabilities of sales and marketing in CRM that allow you to track and manage the sales process from potential to close. You will be provided with insight on sales process information, and be introduced to the tools available to analyze and report on sales information. Topics covered:

  • Lead to Opportunity Process
  • Sales Transactions
  • Opportunity to Cash Cycle
  • Reporting and Dashboards (Charts, Dashboards, PowerBI Integration)
  • Metrics and Goals
  • Mobility
  • Voice of the Customer
  • AI - Relationship Intelligence + Relationship Assistance
  • Adobe Marketing
  • Scheduling Engine