CRMKnowledge provided core user training to our marketing and sales team as well as bespoke consultancy on best practice for Dynamics CRM online and ClickDimensions to the CRM adoption project team as it was being on-boarded to the business. We found their extensive knowledge of the system and it’s real world use invaluable in the decision making process during the project.

Charles Creswell. Head of Information Systems, ACT

Share this page

Processes in Microsoft Dynamics 365 / CRM

Course code
This course is intended for Microsoft Dynamics 365 / 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)
Error loading MacroEngine script (file: CoursePage-AvailabiltySection.cshtml)

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 Dynamics 365 / 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

Print this overview
This training provides students with tools and information to help them better understand how processes can be implemented in Microsoft Dynamics 365 / CRM.

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 365 / CRM.
  • Describe how Microsoft Dynamics 365 / 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 365 / 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 365/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 365 / 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 365 / CRM 4.0 or Microsoft Dynamics 365/CRM 2011