Microsoft Dynamics 365 is a leading customer relationship management platform, but its power comes from proper operations management. This course is for CRM administrators, sales operations analysts, and business users who need to configure, maintain, and optimize Dynamics 365 for their teams. You will start with core data management: creating and managing accounts, contacts, leads, opportunities, and activities. The curriculum covers how to design business process flows that guide sales and service teams through consistent stages. You will learn to automate routine tasks using Power Automate—for example, automatically assigning leads based on territory, sending follow-up emails, or updating opportunity stages. A significant module focuses on dashboards and reporting: building interactive charts, using the Power BI integration, and creating personalized views for different roles. You will also explore security and compliance: managing user roles, field-level security, and audit logs. Advanced topics include integrating Dynamics 365 with Outlook, Teams, Excel, and SharePoint for seamless collaboration. Hands-on exercises include configuring a lead-to-cash process, creating an automated email sequence for nurturing, and building a manager dashboard for pipeline review. You will also learn best practices for data deduplication, import/export, and maintaining data hygiene. By the end, you will be able to independently operate a Dynamics 365 environment, train end users, and continuously improve CRM adoption and data quality.
