About this course

Course type Performance Plus
Course code QACRMFT5
Duration 5 Days

This course provides both an introduction to Microsoft Dynamics CRM and provides delegates with the skills and knowledge to personalise Microsoft Dynamics CRM.

Target Audience: The course is intended for individuals that plan to implement, deploy, use, maintain, consult or support Microsoft Dynamics CRM in their organisation. Includes selected marketing and What's New content.


  • General knowledge of Microsoft Windows
  • General knowledge of Microsoft Office
  • Students do not need a prior understanding of Customer Relationship Management solution processes and practices

Please note: Before attending this class delegates must have a Microsoft account (signing up one is free). The instructions on how to set up a Microsoft account can be found here.

Delegates will learn how to

  • Use the Microsoft Dynamics CRM user interface and application terminology
  • Develop basic and advanced navigation and record maintenance
  • Create marketing campaigns
  • Create and maintain account, contact, and activity record management
  • Schedule, administer, and define services
  • Use the sales functionality
  • Configure an organisational structure within Microsoft Dynamics CRM
  • Import and export customisations
  • Customise database entities and attributes
  • Customise entity relationships and mappings


Module One – Introduction to Configuration & Customisations
Customisation and Configuration within this Course
Creating a Publisher
Managed or Unmanaged Solutions?
Overview of Entity Customisation
Lab Pre-Requisites

  • Lab A – Create a Publisher and Solution

Module Two – The Security Model: Business Units
Business Units in Dynamics 365

  • Lab A – Creating a Business Unit Structure

Module Three – The Security Model: Security Roles
Security Roles
Privileges and Access Levels
Create and Copy Roles

  • Lab A – Configuring Security Roles

Module Four – The Security Model: User Management and Teams in Dynamics 365
User Management in Dynamics 365

  • Lab A – Adding Users

Team Management

  • Lab B – Managing and Creating Teams

Module Five – The Security Model: Manager Security
Manager Security

  • Lab A – Create a Manager Hierarchy (if Time Permits or do in your own time)

Module Six – Customisation of Entities
Entity Types
Creating Custom Entities
Activity Entities
Entity Properties

  • Lab A – Creating Custom Entities
  • Lab B – Creating a Custom Activity Entity (if time permits or do in your own time)

Module Seven – Creating and Customising Fields
Fields and Data Types
Fields and their display formats
Deleting field form an Entity

  • Lab A – Creating Additional field for the Event and Event Booking Entities

Calculated Fields
Rollup Fields

  • Lab B – Creating a Calculated Field

Module Eight – Establishing Relationships
Relationship Types
Create Entity Relationships

  • Lab A – Create and Modify a 1:N Relationship between Custom Entities

N:N Relationships

  • Lab B – Create a N:N Relationship

Hierarchical Relationships

  • Lab C – Creating Hierarchical Relationships

Field Mapping in Dynamics 365
Connections and Connection Roles

Module Nine – Form Customisation
Quick Create Forms

  • Lab A – Create a Quick Create Form

Main Forms

  • Lab B – Form Customisations

Quick View Forms

  • Lab C – Adding Quick View Form Data to a Child Entity Form

Securing Multiple Forms

  • Lab D – Securing An Additional Form

Mobile Forms

Module Ten – Introduction to Business Rules
Configuring Business Rules
Create Business Rules

  • Lab A – Create a Business Rule

Module Eleven – Creating, Maintaining and Customising Views
Types of Views
Assembling a View
Removing unwanted Views

  • Lab A – Modify the Quick Find View
  • Lab B – Create a New Public View

Module Twelve – Chart and Dashboard Customisation
Chart Structure
System & Personal Charts
Chart Types and Options

  • Lab A – Create a Custom Chart

Export and Import Charts
Advanced Charting
Modifying Charts

  • Lab B – Modifying Chart XML

Creating System & Personal Dashboards

  • Lab C – Create a System Dashboard

Module Thirteen – Additional Security Features
Field Level Security

  • Lab A – Configure Field Security

Access Teams

  • Lab B- Creating and configuring an Access team (if time permits, or do at home)


Module Fourteen – Creating Business Process Flow
Creating Business Process Flow
Edit or Modifying the Business Process Flow
Control Access to Business Process Flow

  • Lab A – Create a Multi Entity Business Process Flow

Module Fifteen – Working with Solutions
Microsoft Dynamics 365 Sitemap
Microsoft Dynamics 365 Business Apps

  • Lab A – Edit the Sitemap of the ECS Event Management Solution
  • Lab B – Import a Managed Solution
Performance Plus

5 Days

Microsoft Dynamics
Delivery Method

Delivery method

Classroom / Attend from Anywhere

Receive classroom training at one of our nationwide training centres, or attend remotely via web access from anywhere.

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