Designing effective Dynamics CRM and 365 automated processes

Course code
£1295 - one company pricing
Consultants, designers and developers
Sure Step
Masterclasses (also Analysis , Design , Development , Operation ) (about this)
Available as
Classroom course POA Enquire
One-to-one course £350 Enquire

Classroom course dates · 2 days 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.

When is this course most useful?

This course is most useful during these Sure Step phases:

This course is most useful for Super Users, Dynamics consultants and developers.

Course overview

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Dynamics CRM and 365 solutions benefit from consistent and accurate processes. Understanding the options that are available, when to use them and the features available to each are fundamental to building processes in the CRM or 365 stack. This CRMKnowledge Masterclass provides consultants with the skills to be able to define, design, build and test processes without the need to resort to code. A short session at the end of this course helps non developer consultants understand when and where code is required to build a custom or bespoke process. We are able to alter this course to suit different versions and audiences. Note: we typically run this course for users of Dynamics 365 / CRM 2013 onwards.

Module 1 - High Level Overview

This module identifies the challenges that lead us to automated processes and helps consultants scope out a process before tackling the technology


What are the benefits of automation
What are the challenges we face
Designing automation processes

After completing this module delegates will be able to

Identify the benefits of automation
Be aware of the challenges
Use a design tool of choice and plan out an automated process

Module 2 - Understanding the options

This module helps attendees understand the options that are available from the technolgy stack and where these options are typically utilised


The various options of process in the technology stack
The benefits and limitations of each
How each might interact with others

After completing this module delegates will be able to

Understand each process option and what they can be used for
Identify the options for a process being designed
Identify links between different processes

Module 3 - Business Rules

Business Rules first introduced with Microsoft Dynamics 365 / CRM 2013 revolutionsied the ability of consultants to embed business logic within CRM entities without having to resort to JavaScript or ISV solutions.


What a business rule actually does
The scope of a business rule and the triggers for a business rule
Where to design a business rule
The features available when designing a business rule
Testing a business rule

After completing this module delegates will be able to

Idenitfy where a business rule can be used
Design a business rule making use of the features
Understand the scenarios where a business rule fails

Module 4 - Business Process Flows

Business Process Flows (BPF's) were another exciting new feature added to Microsoft Dynamics 365 / CRM 2013 and extended in later releases. They can provide an excellent prompt for users but have features that are not often well understood


What a Business Process Flow does
The elements of a Business Process Flow
Understanding the Stages and Steps
Understand how to alter the default categories
Conditionality (for CRM 2015 onwards) and Branching
Entity relationships in BPF's
Using Yes / No fields
Using mandatory fields
Relationship to fields on the CRM form
Tesing a BPF
Links to workflow (Dynamics 365 onwards)

After completing this module delegates will be able to

Design and develop an effective BPF
Understand the components and how best to use them
Identify process session data

Module 5 - Workflow Processes

Workflow Processes have been a fundamental tool available since the earliest versions of Microsoft Dynamics 365 / CRM and continues to be a core part of solutions. Processes are not always well understood and this module helps attendees understand the complete set of functionality and real world challenges faced when using them.


The essential components in a Dynamics CRM / 365 workflow
Building template workflows
Defining a workflow trigger, ownership, scope and type
Understanding real time workflows
Understanding Stages and Steps and order of execution
Using conditionality in processes
Using timeout and wait statements
Using CRUD operations with static and dynamic values
Testing workflow processes
Monitoring workflow processes

After completing this module delegates will be able to

Identify where a workflow process is most suitable
Design the core process
Define the nature of the workflow
Use the editor to build out the process
Test and monitor the processes

Module 6 - Dialogs

Dialogs were first introduced to the Dynamics 365 / CRM product in version 2011 and remains available to present day. Originally seen as a core component of call centre functionality, Dialogs are often now used when prompting users through a prompted series of choices which can branch based on logic.


The nature of a Dialog process and where they fit
Designing a Dialog
Defining the context of a Dialog
The structure of a Dialog process

After completing this module delegates will be able to

Understand where Dialog processe may be used
Design a Dialog process
Build a Dialog process using the editor
Test and monitor Dialog processes

Module 6 - Code Extensions - an overview

Most CRM consultants never touch code. However, to understand the full scope of CRM / 365 solutions it is essential to understand the role that client or server side components play and when they are used rather than a configured process.


Comparing code to workflows
Why and where to code
Choices available - client side v server side
Options available to developers
Sample plug in
Sample Javascript process
Deployment of code - server and client side
Where in CRM these processes are visible

After completing this module delegates will be able

Identify where code extensions are applicable
Define a process for a developer to code against
Understand how code is built and deployed to CRM / 365
Understand the interaction between code and processes