Your CRM has been live for years. It works, but every release wave adds features you don't use; every business request adds a column, and nobody can say anymore which part of the system is Microsoft's and which part is yours. That is the question these two days answer.
This training is built for Product Owners, Business Analysts and CRM business leads, not for end users, administrators or developers. You will not click in the tool: the trainer demonstrates on a strictly standard Dynamics 365 Sales environment, and you analyze. Every module asks the same three questions, in the same order. What does the standard offer? Why did Microsoft design it this way? And what does your organization do today?
Day one covers the standard and the sales process. You will see where Dynamics 365 Sales sits in Dataverse and why that determines which new features you get for free. You will go through the sales data model, one table per stage from lead to invoice, and model a multi-stakeholder project deal with its stakeholders and connection roles. You will follow a trade show lead through de-duplication, qualification, and conversion, including the conversion trap that silently puts the wrong company on half a pipeline. And you will take an opportunity to cover everything from quote, revision, and order to invoice, and draw the boundary between what belongs in the CRM and what belongs in the ERP.
Day two widens the view. Interaction tracking and relationship intelligence: what the timeline shows, what server-side synchronization brings in without typing, and why a CRM without emails cannot see a deal going quiet. Analytics and forecasting, the longest block of the course: views, pipeline view, goals, forecast categories, manager adjustments, snapshots, and the split between native reporting and Power BI. Then, the Microsoft ecosystem: Power Automate, Power Apps, Teams, and Copilot, with a method for routing any request to configuration, low-code, or development. And finally, the lessons learned from real projects, the standard-or-custom decision tree, and the stance a Product Owner takes with business teams, architects, and integrators.
A single fictitious running case carries the whole course, from a trade show badge to a quarterly forecast review, so that every feature is seen inside a real commercial situation rather than on an empty form. Two workshops turn all of it into your own material: a fit-gap grid for your sales process, qualified stage by stage as a fit, a justified gap, or a gap to challenge, then a consolidated summary scored on business impact and effort.
You leave with a completed fit-gap grid, three to five prioritized improvement areas with their expected benefits and conditions, a sales KPI reference, a grid of ten questions for challenging any requirement, the full slide deck, and a practice question bank weighted exactly like the course. Above all, you will be able to say, in front of a steering committee, which of your differences are worth paying for and which ones are simply history.
