Microsoft Dynamics 365 · Training & Adoption
As an MCT-certified Microsoft Dynamics 365 partner, we turn 50 licenses into 50 users. About 80 percent of Dynamics 365 users in mid-market companies do not exhaust their license — data is bypassed, contacts end up in Outlook instead of the CRM, pipeline maintenance is left undone. That is why we don't run training as a mandatory program before go-live, but as adoption guidance over 6 months. Realistic goal: 95 percent active usage.
30 days free
We set up the trial tenant in 48 hours, train your key users (2 hours), hold weekly office hours with the architect, and prototype your target use case. After 30 days you receive an architecture recommendation — you decide on adoption or shutdown.
Three training formats
Which format fits depends on learner types, willingness to travel, and scaling. In most rollouts, we combine all three.
Synchronous sessions via Microsoft Teams, 2–4 hours, with live exercises in the customer system. Up to 16 participants. Best when the team is distributed and Q&A is important.
One- or two-day workshops in your offices or an external training room. 4–8 participants, full day, with exercises directly in the real customer system. Efficient for rollout waves.
Asynchronous learning paths via our Microsoft Stream / SharePoint library. Users learn at their own pace. We curate the paths, add quizzes, keep the content release-current.
Role-specific curricula
Instead of a generic "Dynamics 365 basics course", we work with five role curricula, each tailored to the real workflow of the person.
Lead-to-opportunity workflow, kanban board, Outlook integration, mobile use in the field, forecast maintenance, Power BI dashboards. Typically 1 day online-live or on-site. With a focus on "why maintaining the CRM serves your bonus".
Case management, knowledge base search, escalation paths, SLA management, Customer Service Hub. Half day to full day. With a focus on case handling in reality — not on textbook cases.
Mobile app, work order acceptance, time tracking, material booking, offline mode. Typically half day. With real device tests — Field Service without smartphone practice is not training.
Segment building, real-time and outbound journeys, email templates, A/B testing logic, KPI evaluation. 1–2 days. Including migration notes from the old "Marketing" app.
Security roles, business units, plug-in trace logs, Power Platform environments, solution management, backup strategies. 2 days. Prerequisite for the MB-200/PL-200 certification journey.
Advanced views, personal dashboards, Power BI connection, Excel Online templates, data exports with permission logic. Half day to full day. Turns sales managers into real power users.
Module curricula in detail
Six module-specific curricula, each with a clear daily structure, learning goals per day, and concrete exercises. Content is aligned with the current release wave and is updated twice a year — those who learn in wave 1 (April) are entitled to a free 90-minute update session in wave 2 (October).
2–3 days · on-site or online-live
The classic for sales teams that finally want to manage their pipeline in one place. The curriculum goes far beyond "where do I click" — the focus is on the connection between CRM discipline and commission logic. Those who understand why a cleanly maintained opportunity generates forecast accuracy will also maintain it.
2–3 days · on-site or online-live
Service representatives work under time pressure. Training must therefore be tailored to the real case lifecycle — from intake through triage to resolution. We train on a cloned Service Hub tenant with real case examples from the customer environment, so that the transfer into everyday work happens directly.
2–3 days · on-site recommended
Field Service has two worlds: dispatch in the office and technicians in the field. Both need different training. We therefore separate this clearly — and train each with real smartphones, real work orders, and a test equipment stock. Dispatch without mobile practice is half-blind, mobile without dispatch understanding is disoriented.
3 days · online-live or hybrid
Project Operations unites four worlds in one module: project planning, resource management, time tracking, and project invoicing. Three days are realistically necessary to understand the interplay — especially the handover between sales opportunity, project quote, executed project, and the final invoice with revenue recognition.
2 days · online-live
Formerly "Dynamics 365 Marketing" — the switch to Customer Insights Journeys is more than a rename. Real-Time Journeys replace the old outbound Customer Journeys, the segmentation model is new, the lead scoring logic differs fundamentally. We explicitly cover the migration path for customers with an existing Marketing app.
1 day · add-on to all module training
Power users in the business departments are increasingly becoming solution designers themselves. This add-on module shows how Power Apps, Power Automate, and Power BI sit directly on top of a Dynamics 365 system — without IT tickets for every little thing. Prerequisite is one of the module trainings above.
Format comparison
Most rollouts combine formats. But for the initial wave, you need a foundational decision. Here are the most important criteria in direct comparison.
| Criterion | Online-live | On-site | On-demand + coaching |
|---|---|---|---|
| Participants per session | 8–16, optimal 12 | 4–8, optimal 6 | unlimited, coaching in small groups |
| Interactivity | Medium — chat, breakout rooms, shared tenant | High — direct exercises, whiteboard work, break conversations | Low in videos, high in coaching hours |
| Travel cost | None | Trainer travel and training room, plus participant travel if distributed | None |
| Best suited for | Distributed teams, standard topics, MB preparations, update sessions after release wave | Rollout waves with branding workshop, sensitive data topics, adoption kickoff, workshop character | Onboarding new hires, self-paced learners, knowledge retention after training, refreshers |
| Adoption impact | Good when combined with office hours | Very high — shared experience creates champions | Weak alone, good with monthly coaching |
| Price range (net) | from €280 per participant-day | from €1,800 per day, up to 8 participants | from €24 per user-month, plus coaching from €220 per hour |
| Combo recommendation | Kickoff via online-live, then deepening with office hours | First wave on-site, all further as on-demand + coaching | Supplement as knowledge repository, not a stand-alone format |
Clarification
Microsoft Learn is an excellent free resource. For many learners, it is the right entry point. So that you can make an informed decision, here is the direct comparison — without belittling either side.
Free · self-paced · generic content
Guided · on your system · with adoption guidance
Our recommendation. Use both. We explicitly recommend Microsoft Learn for preparation and follow-up — and deliver the part Microsoft Learn cannot: the reference to your concrete system, trainers with implementation experience, adoption guidance in the organization.
Adoption program in detail
Adoption is not a buzzword, but a measurable discipline. The following three building blocks form the backbone of our 6-month program — with concrete KPIs, responsibilities, and escalation paths.
Every week 60 minutes, fixed slot, optional. No sign-up required, no agenda in advance. Whoever shows up brings an open question. Those without questions stay away. That sounds trivial but is the most important adoption mechanism of all: it lowers the threshold to ask a small question from "I have to open a ticket" to "I'll go to the 30-minute slot on Thursday".
One power user per department is named champion — typically someone who already enjoys the system. These champions receive in-depth training (in addition to the role training), regular exchange among themselves, and a direct line to our senior consultants. They are the first point of contact for colleagues.
What is not measured does not improve. We build an adoption dashboard in Power BI that sits on top of the Dataverse audit logs and login telemetry. Three views: user, department, module. Concrete KPIs:
Important on data hygiene. Adoption dashboards work with personal data. We discuss the setup in advance with the works council and the data protection officer, anonymize where possible at the department level, and use the user level only for targeted follow-up coaching with explicit consent. Adoption tracking must never be repurposed for performance monitoring.
Microsoft certification preparation
Each preparation combines live sessions, a practice tenant, and mock exams. If the exam is passed, we offset half of the preparation cost against follow-up coaching.
Microsoft Certified: Dynamics 365 Sales Functional Consultant Associate. 2 days live + 4 weeks self-study guidance. Mock exams included.
Functional Consultant Associate for Marketing — we cover the module transition to Customer Insights Journeys in detail.
Customer Service Functional Consultant Associate. Including knowledge management, omnichannel basics, SLA modeling.
Field Service Functional Consultant Associate. Schedule board, resource management, inventory and asset tracking.
The bridge between D365 CE and Power Platform. Important for admins, functional consultants, and ambitious power users.
PL-100, PL-300 (Power BI), MB-300/MB-310 (Finance) on request via partners from our network.
The people who train
Anyone who delivers Dynamics 365 training with us has also been responsible for the system in implementation projects. That is not a given on the market — many providers rent external trainers for individual course days. We rely on the opposite model: our senior consultants take on training as a second discipline alongside project advisory.
Training formats & modules
One to three days at your site. With real use cases from your day-to-day business, in your tenant environment — or in a trained sandbox tenant.
Live sessions of 90–120 min via Teams. Breakout rooms for group work, shared practice tenant. Recording on request.
Combination of live sessions, recordings, and self-learning phases. For distributed teams or multi-shift workforces.
Adoption program
In studies from recent years, a recurring picture emerges: about 80 percent of employees in a typical mid-market company do not fully use their CRM — either not at all, because they bypass it, or only in a fraction of the intended features. Licenses are paid for, the value is not realized.
Our 6-month adoption program turns this around. It combines training with continuous touchpoints — until 50 licenses really become 50 active users.
Realistic goal. 95 percent of all licensed users actively use the system after 6 months (at least once per week, with data maintenance in the core workflow). 100 percent is rare — there are always people close to retirement who are used to a different workflow.
Further reading
Before you make the first click. Module choice, license architecture, roadmap. Already here we plan the training and adoption concept.
The first training takes place already in phase 03 (migration & test) — with real data and real power users, before go-live.
Application Care contracts include regular optimization conversations in which training needs become visible — and follow-up training is delivered as needed.
Microsoft Copilot in Dynamics 365 is only a lever if base usage is solid. We combine Copilot adoption with classic D365 training.
Frequently asked questions
Online-live training, on-site training, and on-demand videos in the subscription model. Concrete calculation depends on format, number of participants, and content. Complete adoption programs over 6 months are individually calculated.
Sales (Sales modules), customer service staff, field service technicians, marketing managers, admin and IT roles, as well as power users for reporting and analysis tasks. One curriculum per role, instead of a generic "D365 basics course" that no one needs.
Yes. We have preparation courses for MB-210 (Sales), MB-220 (Marketing/Customer Insights Journeys), MB-230 (Customer Service), MB-240 (Field Service), and PL-200 (Power Platform Functional Consultant). Combination of live sessions, practice tenants, and mock exams.
Training alone isn't enough. A typical adoption program adds a 6-month accompanying format to the training: weekly office hours, an internal champions network, adoption dashboards, and targeted follow-up training for users who aren't active. Realistic goal: 95 % of all licensed users actively use the system.
Yes. German and English sessions are standard. French, Spanish, or Italian on request via partners from our network.
Both. Public online dates for common topics (Sales basics course, Customer Service basics course, MB-210 preparation) — useful for individuals and small groups. In-house training for mid-market rollouts from 8 participants, with exercises tailored to the customer's system.
Microsoft Learn is an excellent free source for self-learners. Our training adds three things: exercises on your concrete system, questions and answers in real time, and a trainer who knows adoption hurdles in your concrete organization. For motivated self-learners, Microsoft Learn is enough — for a rollout to a sales team with different IT affinities, it isn't.
30 min · free · no obligation
Tell us about your situation — number of users, roles, existing prior knowledge, desired timeframe. We design a tailored training concept and name an investment range. Or book a 60-minute training preview directly.
Accompanying services
Engineering projects rarely stand alone — license logic, architecture clarification, quality gates, knowledge transfer, and follow-up operations usually run in parallel. Here are the most common accompanying services we add via Discovery Spike, sprint fixed price, or Application Care contracts.
Before · Architecture
Before implementation begins: tenant structure, data model, security concept, integration mapping. The result is an architecture document any engineering team can build on — including one other than us.
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Before · CSP
Which license bundles for which users, which add-on SKUs are required, where you are over- or under-licensed. Sourced as a Microsoft Licensing Partner — with the option to use CSP purely as control without margin maximization.
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During · Quality gate
An independent second opinion during a running implementation project — whether we run it ourselves or another partner does. CMMI-based quality gates, risk reviews, fixed price per gate.
During · Adoption
Not the classic two-day workshop that's forgotten a week later — but a dynamic learning program over 4–6 weeks with initial training, application phases, and follow-up sessions. Training matrix across roles and topics.
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After · Operations
After go-live: a predictable Application Care contract with a monthly flat fee, SLA-based. Includes releases, hotfixes, enhancements, tenant hardening — and continuous guidance rather than ticket-only response.
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After · Knowledge
When the original developers are gone, the predecessor partner is no longer reachable, or documentation is outdated — reverse engineering of the existing solution with a documented result: code map, data model, customization inventory.
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