The training programmes were deployed effectively both in formal classroom settings and remotely using web conferencing tools. Peter has helped solidify the client’s use of CRM and shown where they can extend their solution and obtain maximum business value.

Adam Spurr, Zero2Ten

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Workflow and Dialog Processes in Microsoft Dynamics CRM 2011

Course code
This course is intended for Microsoft Dynamics CRM System Administrators and Customizers, as well as Business Managers who want to find out how to automate business processes.
Sure Step
Development (also Design , ) (about this)
Available as
Classroom course POA Enquire
E-learning course POA Enquire
One-to-one course POA Enquire

Classroom course dates · 1 day prices exclude VAT

We currently don't have any dates scheduled for this course. If you are interested in attending this course, please enquire and we can add you to the course waiting list or get in touch to arrange a suitable date.

Most of our courses are available on a one-company basis and can usually be customised to your specific needs. Please contact us for more information.

Is this the right course for you?

Peter says:

Again, a very popular course amongst the consultant and partner world reflecting the intensive use of Workflow and Dialogs in CRM 2011 solutions. Our only concern with the course is whether 1 day is really sufficient to cover off both workflow and dialog processes. We would also recommend to anyone attending this course to consider what processes in your CRM solution today would benefit from a more automated approach. You should then be able to plan your process using the techniques and features taught in this course. Processes should always be tested out in a non-live environment so be careful. It might also be a good idea to brush up on those process design skills before attending – back to Visio?

When is this course most useful?

This course is most useful during these Sure Step phases:

Design, development

Course overview

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This training provides students with tools and information to help them better understand how processes can be implemented in Microsoft Dynamics CRM 2011

At Course Completion

After completing this course, students will be able to:

  • Describe the primary benefits and scenarios for using workflow and dialogs processes in Microsoft Dynamics CRM.
  • Describe how Microsoft Dynamics CRM 2011 workflows function.
  • Design, create, and manage basic workflows and dialogs processes

Course Outline

Module 1: introduction to processes

One of the most powerful features of Microsoft Dynamics CRM 2011 is the automation of processes, providing the following benefits for organisations:

  • Automation of key business processes and procedures.
  • Standardising systems and procedures.

This training describes how processes can be implemented in Microsoft Dynamics CRM 2011. It does not provide a comprehensive description of procedural design and analysis. Business managers should adapt the topics presented in this training to their existing methodologies.


  • What Are Processes?
  • Types of Workflow
  • Design Considerations
  • Business Process Analysis

Lab: Concept of Workflow

  • Process Types
  • Flowcharts
  • Project Steps
The objectives are
  • Identify the types of processes in Microsoft Dynamics CRM
  • Describe the three types of workflow
  • Summarise the design process for implementing processes
  • Describe the steps to perform a business process analysis

Module 2: implementing and creating workflow processes


  • Creating Workflows
  • Workflow Scope
  • Starting Windows
  • Workflow Steps
  • Dynamic Values

Lab: Order Acknowledgement Workflow

Lab: Assigning Opportunities Workflow

Module 3: configuring multistage workflows


  • Stages
  • A Set of Sales Process Workflows
  • Testing the Sales Process Workflows
  • Workflows and Sales Pipeline Reporting
  • Extending Workflows

Lab: Creating a Multistage Workflow

Module 4: implementing and configuring dialog processes


  • What are Dialogs?
  • Creating Dialogs
  • Dialog Structure
  • Running Dialogs
Lab : Creating DialogModule 5: Managing ProcessesLessons
  • Monitoring Processes
  • Importing and Exporting Processes
  • Process Security
  • Importing Exporting Processes
  • Process Security

Lab : Exporting and Importing Processes


Before attending this course, students must have experience using Microsoft Dynamics CRM 4.0 or Microsoft Dynamics CRM 2011