Dynamics 365 Sales for Product Owners and Business Analysts

Many organizations run Dynamics 365 Sales with heavy customization and only partly use what the platform offers out of the box. This course gives Product Owners and Business Analysts the functional and design perspective they need to make better decisions about their CRM.

Participants explore the standard Dynamics 365 Sales data model and Microsoft's reference sales process. Using one consistent scenario, they follow a deal from the first lead to the final invoice: lead management and qualification, opportunities, quotes, orders and invoices. The course explains how Microsoft designed each step and why. It then looks at how customer interactions are captured, at the relationship assistant, and at the latest Copilot and AI agent capabilities.

A dedicated module covers data and analytics: native reporting, sales performance indicators, the forecasting mechanisms, and the KPIs and dashboards most often used in Dynamics 365 Sales projects. Participants also get a business-level overview of customization and of the Power Platform ecosystem, through relevant use cases and without development.

The final part focuses on real-world implementation: Microsoft best practices, illustrative case studies and lessons learned. It also provides a decision framework for choosing between standard features, configuration, low-code and custom development.