Dynamics 365 CRM Training

4DS provides Tailored Dynamics 365 CRM & Power Platform training courses. Our Microsoft certified trainers have the right blend of CRM and Coaching experience to ensure that you get maximum value out of our courses. We offer class room training, e-learning as well as webinar sessions to build your CRM knowledge. Browse through our course catalogue below and contact us to get your training booked.

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Tailored CRM Training for Your Organisation

From past experience, we have learned that whilst standard courses help gain understanding of the core concepts, organisations often have specific issues, features they want to leverage or want to fill the knowledge gap in a particular area. This is why all our courses can be tailored to your needs so that you can walk away from the training with practical knowledge that you can apply straight to your business.

Browse through the course catalog below and Contact us with your training requirements and we will be happy to help you.
4DS-CRM-001 : Introduction to Microsoft Dynamics 365 4DS-CRM-002 : Customisation and Configuration in Microsoft Dynamics 365 4DS-CRM-003 : Microsoft Dynamics 365 for Sales 4DS-CRM-004 : Microsoft Dynamics 365 for Customer Services 4DS-CRM-005 : Microsoft Dynamics 365 Marketing 4DS-PBI-001 : Using Power BI 4DS-PAP-001 : Introduction to PowerApps and Flow

4DS-CRM-001 : Introduction to Microsoft Dynamics 365

Audience: This course is intended for individuals who plan to implement, use, maintain or support Microsoft Dynamics CRM in their organisation. Any individual or team that wants to gain fundamental knowledge of Microsoft CRM must apply for this course.

Format: Classroom, E-Learning, Webinar
Duration: One Day
Price: POA

Contents: This course covers the following topics:

CRM Concepts
  • CRM Overview
  • CRM Clients Overview
  • Security Overview
  • CRM Records
  • Navigation
Working with Application
  • Customer Records
  • Addresses
  • Notes and Attachments
  • Activities
  • Connections
  • Personal Options
Working with Records
  • Views
  • Record Ownership
  • Sharing Records
  • Deleting and Editing Records
  • Import Records
  • Mail Merge
Searching and Reporting
  • Quick Find
  • Advanced Find
  • Manage Saved Views
  • Exports to Excel
  • Default Reports
  • Report Wizard
  • Overview of Charts and Dashboards
CRM for Microsoft Office Outlook
  • Outlook Integration
  • Tracking in Outlook
  • Synchronising Records
  • Conditional Formatting
  • Offline capability
Apply

4DS-CRM-002 : Customisation and Configuration in Microsoft Dynamics 365

Audience: This comprehensive course is intended for Dynamics 365 power users, designers and developers who want to customise and configure CRM to meet the specialised needs of their own business.

Format: Classroom
Duration: Two Days
Price: POA

Contents: This course covers the following topics:

Introduction to Customisation
  • Development vs Customisation
  • Solutions
  • Entity Customisation
Security Modelling
  • Business Units
  • Security Roles
  • User Management
  • Team Management
Customising Entities
  • Entity Customisation Concepts
  • Creating Custom Entities
  • Additional Entity Properties
  • Modifying Entity Configuration
Customising Fields
  • Data Types
  • Display Formats
  • Customising Existing Fields
  • Optionsets
  • Status Fields
  • Deleting Fields
Understanding Relationships
  • Types of Relationships
  • Creating Entity Relationship
  • Relationship Behaviours
  • Fields Mappings in 1:N
  • Connections and Connection Roles
Customising Forms
  • Form Customisation Overview
  • Create and Modify Forms
  • Quick Create and Quick View Forms
  • Manage Multiple Forms
  • Mobile Forms
Configuring Business Rules
  • Business Rules Overview
  • Configuring Business Rules
Customising Views, Charts and Dashboards
  • Views Customisation Concepts
  • System Views vs Custom Views vs Personal Views
  • Add Update Remove Views
  • Create & Modify Charts
  • Export, Import Charts
  • Create & Modify Dashboards
Advanced Options
  • Field Level Security
  • Team Templates
  • Automation Processes like Workflows, Plugins and Custom Actions
  • Business Process Flows
  • Auditing
Apply

4DS-CRM-003 : Microsoft Dynamics 365 for Sales

Audience: This course is intended for sales representatives, administrators, office managers, CEO and consultants who want to learn and implement the Sales features of Microsoft Dynamics 365.

Format: Classroom, E-Learning, Webinar
Duration: One Day
Price: POA

Contents: This course covers the following topics:

Introduction to Sales
  • Overview of Sales Process in CRM
  • Core Records in Sales Process
  • Working with Leads
  • Working with Opportunities
  • Tracking Competitors and Sales Literature
  • Sales processes & workflows
Understanding Product Catalog
  • Sales Process and Product Catalog
  • Product Families, Unit Groups, Units, Product Bundles
  • Maitaining Products
  • Maintaining Price Lists & Currencies
  • Cross Selling and Upselling using Product Catalogue
Sales Order Processing
  • Sales Order Process
  • Working with Quotes
  • Working with Orders
  • Working with Invoices
Sales Analysis and Reporting
  • Analysing Sales information with Lists, Views and Graphs
  • Working with Reports
  • Managing & Tracking Sales Performance with Goals & KPI's
  • Sales Dashboards
Apply

4DS-CRM-004 : Microsoft Dynamics 365 for Customer Services

Audience: This course is for customer service representatives, managers, case workers or anyone who is involved in customer service including after-sales service or dealing with customer complaints.

Format: Classroom, E-Learning, Webinar
Duration: One Day
Price: POA

Contents: This course covers the following topics:

Introduction
  • Customer Scenarios
  • Customer Service Entities
  • Use of Activities
Cases
  • Creating Case Records
  • Understanding Process Ribobon and Menu Options
  • Case Resolution, Cancelling and Deleting
  • Triage Case Records
  • Case Form and View
  • Working with Subject Tree
Knowledge Base
  • Articles Template
  • Create, Approve and Publish Articles
  • Searching the Knowledge Base
  • Cases and KB Articles
  • Sending KB Articles
Queue Management
  • What are Queues
  • Create & Manage Queues
  • Public Queue vs Private Queue
  • Routing Queue Items
Contracts
  • Contract and Contract Templates
  • Working with Contracts
  • Using Contract with Cases
  • Understanding Contract Lines
  • Use of Entitlements
Service Level Aggreements (SLAs)
  • Managing SLAs
  • Types of SLAs
  • Triggering SLAs
  • Limitations of SLAs
Reporting and Analysis
  • Customer Service Reports
  • Customer Service Dashboards and Charts
  • Customer Service Goals and Metrics
  • Customer Service Hub
Service Scheduling
  • Service Scheduling Scenarios, Terminologies and Process
  • Resources, Services and Selection Rules
  • Include Customer Preferences
  • Manage Sites and Same-Site Requirements
  • Manage Business Closures
  • Working with Service Activities and Service Calendar
  • Service Scheduling engine
  • Close, Cancel or Reschedule a Service Activity
Apply

4DS-CRM-005 : Microsoft Dynamics 365 Marketing

Audience: This course is intended for Marketing representatives who want to leverage the marketing automation features of Microsft Dynamics 365 Marketing and elevate their organisations marketing capabilities to the next level.

Format: Classroom, E-Learning, Webinar
Duration: One Day
Price: POA

Contents: This course covers the following topics:

Introduction to Microsoft Dynamics 365 Marketing
  • Widgets, Navigation and Customising Grids
  • Managing Alerts and other user preferences
  • Managing User Roles
Managing Clients and Vendors
  • Contact and Company Types
  • Managing Clients
  • Managing Vendors
Project Management
  • Hierarchy and concepts
  • Job Management
  • Job Template and Job Request Template
Managing Digital Assets and Markup Functionality
  • Navigation
  • Using File Search Features
  • Folder and File Management
  • Working with File Libraries
  • Marking Up Files
Managing Approval Requests
  • Creating Approval Request Template
  • Routing Files for Approval
  • Approving and Rejecting a File
Event Management
  • Creating Venues, Facilities and Events
  • Event Registration
  • Event Setup
  • Event Attendance
Tracking Marketing Finances
  • Chart of Accounts
  • Items and Services
  • RFQ Template
  • Estimate on Job, Purchase Order, Time Slips
Campaign Management
  • Marketing Contacts and Marketing Lists
  • Email Marketing
  • Cross Campaign Rules
  • Segment Specific Content
  • Social Media Channel Setup
  • Budget Management
Landing Pages, Lead Scoring and Lead Assignment Rules
  • Website Analysis Scripts and Online Visitors
  • Landing Pages
  • Lead Scoring Models
  • Lead Assignment Rules
Marketing Automation
  • Automated Campaign Requirements
  • Marketing Automation Activities
  • Running an Automated Campaign
  • Campaign Console
Reporting and Analytics
  • Tracking Marketing Results
  • Campaign Performance Dashboard
  • Other Reports
Apply

4DS-PBI-001 : Using Power BI

Audience: This course is for Power Users, BI consultants or Managers who want to understand how quickly and easily you can gather data from a variety of sources, cleanse and transform that data with just a few clicks and use that data for analysis and produce reports and dashboards using Power BI

Format: Classroom, Webinar
Duration: One Day
Price: POA

Contents: This course covers the following topics:

Introduction to Power BI
  • Getting Acquainted with Power BI
  • Creating Datasets
  • Using Quick Insights
  • Viewing Dashbords and Reports
  • Using Excel
  • Using Power BI Desktop
Getting Data
  • Databases
  • Files
  • Web and Other Sources
  • Azure and Software As a Service
  • Manual Entry
Transforming Data
  • Renaming Queries
  • Appending Queries using PowerBI Desktop / Excel
  • Fixing Metadata
  • Filtering Rows and Eliminating Columns
  • Merging Queries
  • Adding Columns
Modelling Data for Analysis
  • Creating Relationships
  • Defining New Columns
  • Concatenating Columns
  • Performing Lookup
  • Translating Value
  • Adding Data Table
Enhancing Data Model
  • Defining Hierarchies
  • Configuring Properties
  • Defining New Measures
Visualising Data
  • Adding Visuals
  • Filtering
  • Highlighting
  • Drilling
  • Setting Properties
Refreshing Data
  • Publishing Datasets
  • Refreshing Imported Data
  • Using Power BI Gateway - Personal
  • Understanding Power BI Gateway - Enterprise
  • Scheduling Data Refresh
Apply

4DS-PAP-001 : Introduction to PowerApps and Flow

Audience: This course is intended for business analysts, business super users, developers or support staff who want to gain a basic understanding of how low-code development with PowerApps combined with the overall Microsoft Business Application Platform is changing the way you address the needs of information workers.

Format: Classroom, Webinar
Duration: One Day
Price: POA

Contents: This course covers the following topics:

Introduction to PowerApps and Flow
  • What is PowerApps
  • What is Flow
  • Challenges with building LOB Apps
  • Approaches to Build LOB Apps
  • Business Application Platform
PowerApps Development
  • Declarative and Imperative Logic
  • Formulas
  • Controls and Binding
  • Types, Variables and Collections
  • Data Sources
  • Delegation
  • Patch Command
  • Mapping to Platform Specific Controls
Line of Business Applications
  • Real Word Example
  • Building LOB App
  • Connectors
PowerApps and ALM
  • PowerApps and ALM
  • Environment
  • Environment Security
  • Admin Centre
  • Versioning
  • Policies
Apply