Summary of the Curriculum
Start your journey into customer relationship management with our Dynamics 365 Fundamentals (CRM) Course, designed to introduce you to the core customer engagement capabilities of Microsoft Dynamics 365. Ideal for business users, students, IT professionals, or anyone new to CRM, this course lays the foundation for understanding how modern customer experiences are built and managed.
At Acquledge, you’ll explore key Dynamics 365 apps including Sales, Customer Service, Field Service, and Customer Insights—learning how to manage leads, handle support cases, optimize field operations, and deliver personalized engagement at scale. You’ll also discover how Microsoft Copilot and AI tools assist with day-to-day CRM tasks and how Dynamics 365 integrates seamlessly with Microsoft 365.
Whether you’re preparing for certification (MB-910) or simply building CRM fluency, this course offers a hands-on, beginner-friendly entry point into the world of customer engagement.
Enrollment Process
- Sign up on the platform and choose your preferred batch.
- Start your classes on the scheduled date .
- Get access to learning materials and project dashboards.
- Begin your training journey with expert-led sessions.
- Apply your learning through real-world case studies and projects,
Detailed Course Curriculum
- Introduction to Dynamics 365 Customer Engagement
- Overview of customer engagement in Dynamics 365
- Navigating the Dynamics 365 interface
- Common activities and integration options
- Dynamics 365 Customer Insights
- Unifying customer profiles
- Creating and tailoring targeted customer journeys
- Using Customer Insights for personalized engagement
- Dynamics 365 Sales
- Overview of the sales process and lifecycle
- Managing leads and opportunities
- Sales forecasting and pipeline management
- Using Copilot to assist with sales tasks
- Dynamics 365 Customer Service
- Case management and support lifecycle
- Knowledge management for agents
- Handling customer cases and service requests
- Leveraging Copilot for customer service scenarios
- Dynamics 365 Field Service
- Overview of field service operations
- Creating and scheduling work orders
- Resource management and optimization
- Using Copilot in field service scenarios
- Integration and AI Capabilities
- How Dynamics 365 apps work together
- Integration with Microsoft 365 and other Microsoft services
- Introduction to Copilot and its role in automating and assisting with CRM tasks