Peter was a pioneer in the Client Issue Management project based on MS Dynamics that we initiated mid 2008. He has progressed from the role of the lead IT Consultant leading a team of about 4-6 from Fujitsu Services to eventually taking on the overall Project Management of the project. The project is one of the most successful projects at the Bank which reached a user base of 3000 users in just over a year. He had liaised with both the IT technologists at the Bank from different areas as well as the varied user groups. A truly consummate professional.

Director. Barclays Capital

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Dynamics 365 / CRM 2016 Certification Bootcamp

Course code
£3,500 plus VAT
This course is a Dynamics 365 / CRM development course intended primarily for partners and customers who have a technical background and familiarity with Microsoft Dynamics CRM.
Microsoft Dynamics Certified Technology Specialist

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:

This course takes an accelerated approach to covering all the major aspects of Microsoft Dynamics 365 / CRM, including utilising CRM's Sales, Services and Marketing applications, managing and customising the CRM system to meet specific business requirements, creating and importing automated processes including Workflows and Business Rules.

When is this course most useful?

This course is most useful during these Sure Step phases:

This course is intended for individuals that plan to implement, use, maintain, or support Microsoft Dynamics 365 / CRM 2016 in their organization. The training is intended any individuals focused on utilising CRM, including sales representatives, customer service representatives, service schedulers, administrators, office managers, CEOs, and consultants who want to gain a full and complete knowledge of CRM's adaptability and functionality for specific and general business requirements

Course overview

Print this overview
This 5 day course is designed with the would be Microsoft Dynamics professional seeking Microsoft Certification in mind. This is a full-on bootcamp that is not your average training course. Long hours, in depth work through the product and intensive preparation sessions that will get you certified within the week. The course also provides detail on new CRM features in Dynamics 365 / CRM 2016 online.

Part 1 - CRM Applications Details (2 DAYS)

Module 1: Microsoft Dynamics 365 / CRM Concepts

- Microsoft Dynamics 365 / CRM functionality

- Microsoft Dynamics 365 / CRM clients

- Microsoft Dynamics 365 / CRM records

- Application navigation


Module 2: Working with the Application

- Customer records

- Addresses

- Personal options


Module 3: Introduction to Sales Management


 - Customer Scenarios

 - Basic Record Types


Module 4: Lead Management


 - Lead to Opportunity Process Form and Process Ribbon

 - Convert Activity Records to Leads

 - Qualifying and Disqualifying Leads

 - Create, Maintain, and Use Sales Literature

 - Create, Maintain, and Use Competitors

Lab: Create and Disqualify a Lead 


 Module 5: Working with Opportunity Records


 - Create Opportunities and Work with Opportunity Form

 - Changing Opportunity Status

Lab: Managing Sales Opportunities

 - Create, work with, close, and reopen Opportunity records.

 - Describe the different statuses of an opportunity.

 - Use the assign functionality in Microsoft Dynamics to assign opportunities to other users.

 - Manage opportunities from system views.


Module 6: Working with the Product Catalog


 - The Microsoft Dynamics 365/CRM Product Catalog

 - Unit Groups

 - Adding and Maintaining Products

 - Creating, Maintaining and Using Price Lists

 - Currency Management

 - Creating a Price List

Lab: Managing the Product Catalog

 - Create Currency

 - Create a Unit Group associated with the Currency

 - Create a Product

 - Create a Price List and Price List Item Tied to the Currency


Module 7: Sales Order Processing


 - Adding Line Items (Opportunity Products) to Opportunities

 - Quote Management

 - Working with Orders

 - Working with Invoices

Lab: Sales Order Process


Module 8: Metrics and Goals


 - Configuring Goal Metrics

 - Configuring Fiscal Periods

 - Creating and Assigning Goal Records

 - Creating and Recalculating Parent and Child Goal Records

 - Creating a Rollup Query

Lab : Goal Management for Individuals

 - Implement a Goal Metric


Module 9: Sales Analysis


 - Running Built-in Reports

 - Exporting Sales Information to Excel

 - Working with Charts and Dashboards

 - Working with System Charts from the Opportunity List

 - Working with Dashboards

 - Create a New Dashboard in the Workplace

 - Sharing DASHBOARDS, Charts and Advanced Find Queries

Lab: Create a New Personal, Sales Dashboard

 - Create an advanced find query

 - Create a chart.

 - Create a dashboard, and add the advanced find query and chart to it.

 - Share the dashboard.


Module 10: Introduction to Services Management


 - Customer Scenarios

 - Customer Service Entities and Record Types


Module 11: Cases


 - Creating Case Records

 - Understanding the Process Ribbon and Menu Options

 - Case Resolution, Canceling and Deleting

 - Assigning Case Records

 - Other Actions on Cases From Forms and Views

 - Working with the Subject Tree

 - Working with the Case List and Views

Lab: Case Resolution Processing 

 - Create a case

 - Associate a phone call with the case

 - Resolve the case


Module 12: Knowledge Base


 - Article Templates

 - Creating, Approving and Publishing Articles

 - Using and Searching the Knowledge Base

 - Cases and Knowledge Base Articles

 - Sending Knowledge Base Articles

Lab: Managing Knowledge Base Articles

 - Create, Submit, and Publish a Knowledge Base Article.


Module 13: Queue Management


 - Queue Management

Lab: Create and Manage Queues

 - Create a New Public Queue for Incoming Questions


Module 14: Contracts


 - Contracts and Contract Templates

 - Creating and Working with Contracts

 - Using Contracts with Cases

Lab: Resolving a Case with a Contract

 - Create a Contract Template

 - Create a Contract using a Contract Template

 - Open a case and associate a contract

 - Create and Close an Appointment Activity a With the Case

 - Resolve the Case


Module 15: Analysis, Reports and Goals


 - Customer Service Reports

 - Customer Service Charts and Dashboards

 - Customer Service Goals and Metrics

Lab : Goals and Goal Metrics

 - Modify a Goal Metric to Include in-Progress Cases


Module 16: Service Scheduling


 - Service Scheduling Scenarios

 - Service Scheduling Terminology

 - Service Scheduling Process

 - Resources, Services and Selection Rules

 - Include Customer Preferences

 - Understand Sites and Same-Site Requirements

 - Manage Business Closures

 - Explain the Service Activity Scheduling Engine

 - Working with Service Activities and the Service Calendar

 - Close, Cancel, or Reschedule a Service Activity

Lab: Schedule a Service by Using a Same-Site Requirement

 - Create a Service Activity based on a Same-Site Requirement Service.




 - Use of pre-formatted Excel templates to quickly create Excel documents directly from Dynamics 365 / CRM

 - One click easy generation of documents from Dynamics 365 / CRM using role based pre-defined Word templates

 - SMS marketing including inbound and outbound campaigns

 - Next generation Cortana integration for sales teams

 - Interactive generation of HTML in emails

 - New Dynamics 365 / CRM app for Outlook included expand support to include Firefox, Safari for Mac and Outlook for Mac


Module 18: NEW IN DYNAMICS 365 / CRM 2016 SERVICES!


 - New interactive service hub dashboards and forms help you prioritize workloads

 - Use of pre-formatted Excel templates to quickly create Excel documents directly from Dynamics 365 / CRM.

 - One click easy generation of documents from Dynamics 365 / CRM using role based pre-defined Word templates.

 - Next generation Cortana integration for service teams.

 - Interactive generation of HTML in emails.





Part 2 - Customisations and Configurations (3 days)


Module 1: Introduction to Customising Microsoft Dynamics 365 / CRM 2016 


 Customisation or Development? Introduction or Entity Customisation.

Lab: Create a Solution and publisher


Module 2: Building a Security Model in Microsoft Dynamics 365 / CRM 2016


 Introduction to Business Units. Overview of Security Roles. User Management Overview. Team Management Overview, Teams and Sharing. Manage Security Roles for Users and Teams.

Lab: Configure Security Roles

 Lab: Configure User Access 


Module 3: Customizing Entities


 Entity Customization Concepts. Create a Custom Entity. Additional Entity Properties. Modifying the Configuration of an Entity.

Lab : Create Custom Entities

 Lab : Create a Custom Activity Entity


Module 4: Customizing Fields


 Field Data Types. Field Display Formats. Field Properties. Customise Existing Fields. Configure Option Sets. Status and Status Reason Fields. Delete Fields.

Lab: Create and Modify a Global Option Set


Module 5: Managing Relationships


 Types of Entity Relationships Create Entity Relationships1:N Relationship BehaviorField Mappings in 1:N RelationshipsConnections and Connection Roles.

Lab : Create New Relationships Lab : Customize Relationship Mappings


Module 6: Customising Forms


 Form Customisation Overview. Create and Modify Forms. Quick Create and Quick View Forms. Manage Multiple Forms. Mobile Clients.

Lab : Modify Form Layout and Add Fields Lab : Create a Role-Based Form for the Competitor entity.


Module 7: Configuring Business Rules


 Configure Business Rules

Lab : Create a Business Rule


Module 8: Customising Views


 View Customisation Concepts. System Views. Create Custom Views. Remove Unwanted Views.

Lab : Modify a Quick Find View

 Lab : Create Custom Views


Module 9: Customising Charts and Dashboards


 Create and Modify Charts. Export and Import Charts. Create and Modify Dashboards.

Lab : Create a Custom Chart

 Lab : Create a Dashboard


Module 10: Additional Security Options


 Field Security. Access Team Templates. Auditing Overview

Lab : Configure Field Security

 Lab : Create and Configure an Access Team Template


Module 11: Business Process Flows


 Business Process Flows

Lab : Create a Multi-Entity Business Process Flow




 - Next generation search to make Search simpler, and faster!

 - Document management improvements.

 - Solution enhancements.

 - Interactive Service Hub including Multi-stream and Single-stream Dashboards.

 - External Party Access enhancements to the CRM API and SDK.

 - App-to-app deep linking.

 - Web Resources and IFRAME enhancements.

 - Data Performance Dashboard optimization recommendations.

 - Bulk Data Loader for CRM Online including recurring data import/export.

 - Modern web API enhancements including open industry standard OData v4.