Realdolmen Education


Solution overview of Microsoft Dynamics CRM for business decision makers

This course is currently not scheduled on the open calendar, but can be organized on request.

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1 day(s)


Business and Technical Decision Makers who are involved in the CRM strategy in their company.CEO’s, Sales Managers & Directors, Marketing Managers & Directors, Customer Service Managers & Directors, CRM Project Managers, CRM Project and Team Leaders, …


Familiarity with Microsoft Windows and Microsoft Office (Outlook, Word & Excel)


Understand the capabilities of Dynamics CRM and how they can improve your business and support your company processes. Understand how the user interface, built-in functionalities and full Outlook integration will significantly improve individual and team productivity. Understand what the integration possibilities with other products are.


Class training with individual guidance and the possibility to ask questions. The student can immediately put the possibilities of the program into practice by means of exercises. Each student disposes of a workstation.


This training provides an overview of Dynamics CRM. It will help Business Decision Makers who are new to Dynamics CRM in their process to select a CRM solution and provides a clear understanding for everyone who wants to get familiar with Dynamics CRM and its capabilities. Students will learn how to use the CRM suite functionalities and experience how Dynamics CRM and the integration capabilities significantly increase individual and team productivity. This is not an end user training. It is high level overview of CRM for decision makers, so that they know what the possibilities of CRM are, how it can be integrated with other systems. This means that the course doesn’t go in too much detail about the different topics. It simply gives a resume of the CRM possibilities.


  • What is Microsoft Dynamics CRM
  • Deployment options
  • User Interface and navigation
  • Leads, accounts and contacts
  • Activity management
  • A brief overview of the sales module
    • The sales process: from lead to opportunity to quote to order to invoice
    • Competitors
    • Sales territories
    • Working with the product catalog
    • Sales literature
  • A brief overview of the marketing module
    • CRM Marketing module or Microsoft Dynamics Marketing
    • Marketing lists
    • Quick campaigns and campaigns
    • Managing campaign responses
  • A brief overview of the service module
    • Case management
    • Queue management
    • Knowledge base
    • SLA's
    • Entitlements
    • Service scheduling
  • Managing and analyzing overall CRM success
    • Lists and views
    • Searching data
    • Reports
    • Using Excel as reporting tool
    • Charts
    • Dashboards
    • Goal management
  • Data management and data quality
    • Import data
    • Export to Excel
    • Duplicate detection
    • Data merging
    • Bulk edits and deletes
  • Customzing The CRM Environment
    • How to change CRM without programming
    • Extending CRM with programming
  • Integration with other products
    • Outlook CRM client and Exchange online
    • SharePoint and Onedrive for Business
    • Office 365 (Excel, OneNote, Word, ...)
    • Microsoft Dynamics Marketing
    • Social engagement
    • Yammer
    • SQL Server Reporting Services
    • Power BI
    • Parature
    • FieldOne
  • Go mobile with CRM