CRM Fundamentals

Course Description

CRM Fundamentals develops practical, role-relevant capability in using Microsoft Dynamics 365 Customer Engagement, Sales, Customer Service, Field Service, LinkedIn Sales Navigator, and Dataverse capabilities. The course connects important platform concepts with implementation decisions, operational controls, and realistic workplace scenarios.

Learners progress through four structured lessons aligned to the supplied source course focus. The learning path emphasizes accurate configuration or development, secure practices, reliable operations, collaboration, and evidence-based troubleshooting.

By completing the course, learners can apply the skills to role-specific tasks, review results against clear acceptance criteria, and create a practical improvement plan for continued development.

What You Will Learn

• Explain CRM concepts, customer lifecycle, Dynamics 365 applications, and Dataverse
• Navigate model-driven applications, records, views, dashboards, search, and activities
• Manage customer, contact, interaction, ownership, and collaboration information
• Manage leads, opportunities, products, quotes, activities, and pipeline stages
• Use dashboards, goals, forecasts, and LinkedIn Sales Navigator integration concepts
• Review sales data quality, follow-up, ownership, and conversion evidence
• Create and manage cases, queues, routing, priorities, activities, and resolutions
• Use knowledge, service-level awareness, escalation, and customer communication

SkillDynamo Training Approach

SkillDynamo delivers this CRM Fundamentals course through instructor-led demonstrations, hands-on exercises, scenario analysis, validation checklists, structured troubleshooting, evidence-based reviews, and a final improvement plan linked to practical workplace outcomes.