Dynamics 365 training
Get the most out of Microsoft Dynamics 365 Customer Engagement. From Customer Service and Sales to Marketing and Field Service. Hands-on training with practical exercises and real-world scenarios.
Master Dynamics 365 CE
Microsoft Dynamics 365 Customer Engagement is the CRM platform that helps organizations strengthen their customer relationships, optimize sales processes and achieve service excellence. With modules for Customer Service, Sales, Marketing and Field Service, Dynamics 365 CE offers a complete ecosystem for customer-centric work. But the power of the platform only fully materializes when your team knows how to use it effectively.
The Dynamics 365 training from Breathbase was developed from years of implementation experience. We know which features organizations use most, where most questions arise and which configurations make the difference between a good and an excellent CRM. We share this knowledge in an intensive, hands-on training that makes your team productive in a short time.
Each module consists of a combination of theory, demonstrations and practical exercises. Participants work with a realistic training environment set up with sample data and real-world scenarios. From creating cases and managing a sales pipeline to setting up marketing campaigns and planning field service work orders, every exercise is based on situations you encounter daily.
Training modules
Four modules covering the most important Dynamics 365 CE applications
- Case management: creating, assigning, escalating and resolving cases
- Queues: configuration, routing and case prioritization
- SLAs: setting up and monitoring service level agreements
- Knowledge base: writing, categorizing and publishing articles
- Dashboards and reports: real-time insight into service performance
- Omnichannel: integration of chat, email and telephony
- Leads: qualification, scoring and conversion to opportunities
- Opportunities: sales process, pipeline management and product catalog
- Forecasting: sales forecasts, targets and quota management
- Reports and dashboards: visualizing sales performance and kPIs
- Email tracking and activity management
- Integration with outlook and teams for seamless collaboration
- Customer journeys: designing and automating multi-channel journeys
- Email marketing: templates, personalization and a/B testing
- Events: automating registration, check-in and follow-up
- Lead scoring: configuring models and qualifying leads for sales
- Segmentation: defining audiences based on behavior and characteristics
- Analytics: measuring and optimizing campaign results
- Work orders: creating, assigning and managing work orders
- Scheduling: resource planning with the schedule board and schedule assistant
- Mobile app: technicians in the field with the Field Service mobile application
- Asset management: registering equipment and tracking maintenance history
- IoT integration: Connected Field Service and predictive maintenance
- Customer satisfaction: surveys and feedback after service visits
Hands-on approach with real scenarios
Learning by doing: at least 60% practice
Realistic practice environment
Each participant gets access to a fully configured Dynamics 365 environment with sample data. You work with customer data, cases, opportunities and work orders representative of your industry. No dry theory, but direct work with the system as you do in practice.
Scenario-based learning
We work with real-world scenarios. For example: a customer calls with a complaint, how do you register the case, assign it to the right employee, monitor the SLA and ensure a satisfactory resolution? Or: a lead comes in via the website, how do you qualify it, set up the opportunity and guide the sales process to closure?
Certification preparation
The material we cover aligns with Microsoft certifications such as MB-230 (Customer Service), MB-210 (Sales), MB-220 (Marketing) and MB-240 (Field Service). On request we pay extra attention to certification topics and share tips for successfully passing the exam. We also offer additional study guides and practice exams.
Target audience
For everyone who works with or will work with Dynamics 365 CE
Practical information
Everything you need to know about the training
Location
In-company or online via teams
Duration
2 to 5 days, modular selection
Group size
Maximum 10 participants
Materials
Manual, exercises and cheat sheets
Environment
Training environment with sample data
Certificate
Certificate of participation upon completion
Frequently asked questions
Related pages
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