Microsoft CRM Course

Lesson 1 • Dynamics 365 Platform Overview

Introduces the Dynamics 365 ecosystem, licensing tiers, and app modules. Connects platform architecture to real-world deployment scenarios.

Lesson 2 • CRM Fundamentals and Business Value

Defines CRM strategy and its role in customer lifecycle management. Establishes context for why organisations adopt Dynamics 365.

Lesson 3 • Core Data Model and Entities

Explains standard entities such as accounts, contacts, leads, and opportunities. Provides the data foundation needed for all subsequent chapters.

Lesson 1 • Lead Capture and Qualification

Explains lead entry, scoring criteria, and the qualification workflow. Proper lead management ensures a clean pipeline entering the sales process.

Lesson 2 • Data Quality and Deduplication

Addresses duplicate detection rules, data validation, and bulk data cleanup. Clean data improves reporting accuracy and user trust in the system.

Lesson 3 • Creating and Maintaining Account Records

Covers account creation, field completion, and hierarchy setup. Accurate account data underpins all relationship management in the system.

Lesson 1 • Opportunity Records and Deal Tracking

Teaches opportunity creation, estimated revenue entry, and stakeholder mapping. Opportunities are the central record for tracking active deals.

Lesson 2 • Sales Forecasting and Pipeline Analytics

Covers forecast categories, quota management, and pipeline dashboards. Forecasting data enables managers to make informed revenue decisions.

Lesson 3 • Closing Deals and Post-Sale Actions

Guides students through won/lost closure, order creation, and handoff workflows. Proper closure ensures accurate historical data and smooth post-sale transitions.

Lesson 4 • Building and Configuring Sales Pipelines

Covers business process flows, pipeline stages, and stage-gate criteria. A well-configured pipeline enforces consistent selling behaviour across the team.

Lesson 1 • Case Resolution and Customer Satisfaction

Guides students through case resolution steps, closure codes, and satisfaction surveys. Measuring satisfaction closes the feedback loop for service improvement.

Lesson 2 • Service-Level Agreements and Entitlements

Teaches SLA creation, KPI tracking, and entitlement channel configuration. SLAs enforce contractual service commitments and trigger escalation workflows.

Lesson 3 • Knowledge Base and Self-Service

Covers knowledge article creation, approval workflows, and portal publishing. A well-maintained knowledge base reduces case volume and agent handle time.

Lesson 4 • Case Creation and Classification

Covers case record creation, subject classification, and priority assignment. Proper classification routes cases to the right team and sets resolution expectations.

Lesson 1 • Email Marketing and Templates

Teaches email template design, personalisation tokens, and deliverability best practices. Well-crafted emails drive engagement and protect sender reputation.

Lesson 2 • Audience Segmentation and Lists

Covers static and dynamic marketing lists, segment criteria, and list hygiene. Precise segmentation ensures messages reach the right audience at the right time.

Lesson 3 • Customer Journey Builder

Explains journey canvas, trigger types, and branch logic for automated workflows. Journeys automate multi-touch nurture sequences tied to contact behaviour.

Lesson 4 • Marketing Analytics and Lead Scoring

Teaches open and click metrics, lead scoring models, and campaign ROI reporting. Analytics enable marketers to optimise spend and improve lead quality.

Lesson 1 • Form and View Customisation

Teaches form layout editing, tab and section design, and view column configuration. Optimised forms and views improve user adoption and data entry speed.

Lesson 2 • Business Rules and Validation Logic

Covers business rule conditions, actions, and scope settings for no-code validation. Business rules enforce data quality without requiring developer involvement.

Lesson 3 • Custom Entities, Fields, and Relationships

Covers custom table creation, field data types, and relationship configuration. Custom entities extend the data model to capture business-specific information.

Lesson 4 • Solutions and Environment Management

Explains managed and unmanaged solutions, publisher setup, and environment strategy. Solutions package customisations for safe transport between environments.

Lesson 1 • Automation Governance and Troubleshooting

Addresses flow ownership, run history analysis, and performance optimisation. Governance ensures automation remains reliable, auditable, and maintainable.

Lesson 2 • Business Process Flows in Depth

Explains multi-stage process flows, branching, and cross-entity processes. Business process flows guide users through complex, multi-step business scenarios.

Lesson 3 • Automated Notifications and Alerts

Covers email alert configuration, in-app notifications, and escalation triggers. Timely alerts keep stakeholders informed and prevent process bottlenecks.

Lesson 4 • Power Automate Cloud Flows

Teaches automated, instant, and scheduled flow types using the Power Automate designer. Cloud flows extend automation beyond Dynamics 365 to connected services.

Lesson 1 • Interactive Dashboards

Explains system and personal dashboard creation, chart types, and drill-down navigation. Dashboards give users a real-time snapshot of key performance indicators.

Lesson 2 • Power BI Integration with Dynamics 365

Covers Power BI connector setup, embedding reports in dashboards, and data refresh. Power BI unlocks advanced visualisation beyond native CRM capabilities.

Lesson 3 • KPI Design and Performance Monitoring

Teaches KPI selection, goal records, and metric rollup configuration. Well-defined KPIs align CRM data with strategic business objectives.

Lesson 4 • Native Report Wizard

Teaches the report wizard interface, grouping, summarisation, and scheduling. Native reports provide formatted outputs without requiring external tools.