Training · CRM on Microsoft Dynamics 365
A CRM system is only as good as what users make of it. Our CRM trainings for Microsoft Dynamics 365 bring sales, service, and marketing into productive use — and put admins in a position to support the system long-term. MCT-certified trainers, with your data, your vocabulary, your processes.
CRM rollouts rarely fail on technology. They fail on adoption. The typical sequence: the project is IT-driven, go-live takes place, users get a 2-hour standard training, return to their desks — and keep working in Excel. Six months later, management is disappointed that the expensive CRM investment delivers no value. The reason is almost never the CRM product itself, but insufficient user enablement.
We have been training Microsoft CRM solutions since 2003 — back then MS CRM 1.2, today Microsoft Dynamics 365 Customer Engagement apps. In over 20 years of CRM training practice, we have learned what really works: user trainings with the real data and processes of the company, combined with downstream application phases and follow-up sessions. That way CRM becomes second nature in sales and service work — not the unloved mandatory entry.
Our trainers are Microsoft Certified Trainers (MCT) with an active focus on real sales and service implementations — not pure speakers. They know the transitions between marketing lead, sales opportunity, and service case from practice. They know which sales-pipeline phases prove themselves in which industry, which service SLA configurations actually work, and which Customer Insights segmentations are practical for DACH marketing teams. This application depth is the difference between a training that works through the Microsoft curriculum and one that makes your users productive from day one.
What this training covers
The full CRM family of Microsoft Dynamics 365.
Lead management, opportunity lifecycle, quote creation, pipeline reporting, Sales Accelerator for sequenced processing, forecasting, Sales Copilot features. For sales reps, sales managers, and inside sales.
Case management with routing rules, SLA configuration, knowledge base, omnichannel service (chat, email, telephony, social), Customer Service Workspace with multi-session handling, Customer Service Copilot.
Work order dispatch, Resource Scheduling Optimization, mobile technician app with offline mode, warranty contracts, service-contract management, IoT integration. For machine building, plant engineering, building technology.
Real-time marketing (successor to classic D365 Marketing). Journey builder, trigger-based marketing automation, segmentation, lead scoring, email personalization, marketing-to-sales handoffs.
Customer data platform — unification of customer data from multiple sources, ML-based predictions (churn, lifetime value), segment building for sales and marketing.
Security roles, business units, forms and views, business rules, workflows, solutions, Power Platform extensions. For admins who support the CRM system long-term.
Three formats
Format matched to user count, rollout phase, and training goal.
At your site or remote — with your real leads, opportunities, cases.
Fixed annual day quota — ideal for CRM teams after the initial rollout: new staff, new modules, new Microsoft releases.
Classic one-day training from the catalog — online or classroom.
Training topics in detail
Standard sales trainings use Microsoft's Adventure Works demo data — a fictional bicycle company with perfectly clean records. The problem: your real pipeline has incomplete records, dubious phase assignments, dropped deals. Before the training, we load your real lead, opportunity, and account data (or an anonymized copy) into a sandbox and train with your pipeline, your phase labels, your sales owners. Participants instantly recognize their daily use cases — and practice on real existing records they will continue to work on tomorrow.
The SLA logic in Dynamics 365 Customer Service is powerful — and tricky. Business-hours definitions, holiday calendars, pause conditions, escalation triggers, unified routing rules: this is where typical configuration errors lie in real implementations. We walk through the 7 most common SLA traps we know from over 20 years of service implementations. Including the question: when does an SLA escalation make sense, and when does it just intensify the stress in the service department?
Resource Scheduling Optimization (RSO) is the optimization engine that automatically plans technician routes. It only works if the skills matrix, territory definition, and work-order durations are maintained cleanly. Training focus: how to configure RSO so dispatch becomes noticeably better instead of worse? Which skills models work, which collapse under real complexity of multi-skill jobs?
Real-time marketing in Customer Insights Journeys is thought through differently than the classic Dynamics 365 marketing module. Trigger-based instead of schedule-based, event streaming instead of batch processing. Training focus: how do you model journeys that orchestrate marketing-to-sales handoffs correctly? How do trigger definitions, branch logic, and A/B tests work? And how do you connect journeys with sales-pipeline handoffs?
After go-live, the CRM system needs permanent maintenance: new security roles, new form fields, new workflows, new solutions from Microsoft updates. Our admin training covers the standard tasks: security-role design with business units and teams, solution management (managed vs. unmanaged), backup and restore strategy, performance monitoring, update preparation. Plus the typical anti-patterns we find in 80% of non-MCT-supported CRM systems.
Typical questions from participants
Answer: security roles plus business-unit hierarchy plus owner logic. The standard configuration shows each user their own records plus their team's — with the wrong configuration, they see less or more than expected. We walk through the security model against your real org structure.
Answer: Microsoft has changed lead-qualification behavior several times in recent years. Default: the lead is retained, an opportunity is newly created, account and contact (if standard mapping is active) are newly created. We show the configuration switches (lead-to-opportunity conversion settings) and which variant is the right one in your sales process.
Answer: too many charts with complex FetchXML queries, missing indexes, or serial instead of parallel queries. We show the performance-profiling tool in the Power Platform admin center and which typical anti-patterns we often find.
Answer: yes — Bulk Edit for simple field changes, Excel Online export/import for structured updates, Power Automate for rule-based mass operations. We train all three and which is safe and reversible for which use case.
Answer: with the Microsoft Dynamics 365 App for Outlook (add-in). We train installation, configuration, and daily use — including the question whether classic mailbox sync or server-side sync fits.
FAQ
Microsoft Dynamics 365 Sales, Customer Service, Field Service, Customer Insights Journeys, Customer Insights Data, plus admin/customizing. Trainers are MCT-certified with 8+ years of CRM practice.
In-house as daily rate for the entire group, standard trainings per format indication, training subscription as annual quota. Pricing on request.
User = daily use (2 days per module). Admin = configuration, customizing, solutions, Power Platform (3–4 days). Power user as bridge between.
Possible, but for versions before Dynamics 365 (pre-2016) we primarily recommend a modernization advisory instead of training.
Yes — train-the-trainer plus wave trainings for 50–500 employees. The training subscription covers subsequent annual demand.
Related
Architecture, modules, license models, roadmap of the platform our CRM trainings build on.
Overview of all Dynamics 365 trainings — including ERP modules such as Business Central.
Train Sales Copilot and Customer Service Copilot in depth.
After the CRM training, maintain your system as a flat rate — including license monitoring and update preparation.
Request CRM training
30-min initial conversation with an MCT trainer — we clarify CRM scope, role mix, format, and price. Concrete offer promptly.
