“The Microsoft Fabric implementation program gave our data engineering team a structured path from legacy pipelines to a modern lakehouse architecture.”
Enterprise Program Brief
Dynamics 365 Customer Service / Sales
This role-focused program trains sales and support teams to use Dynamics 365 effectively for customer lifecycle operations. Participants learn process patterns for opportunity management, request handling, and service case tracking.
VNode ITeSBeginner
Download Program Brief (PDF)Program Snapshot
Engagement scoped to cohort
Duration2-3 Days
FormatVirtual / Onsite
LevelBeginner
- MCT-led delivery
- Private cohort / virtual ILT
- Typical response: 1 business day
Scoping call typically scheduled within one business day
VNode ITeS delivers Dynamics 365 Customer Service / Sales as an MCT-led VNode ITeS program for Sales Teams, Support Teams, CRM Users. Typical duration is 2-3 Days (Virtual / Onsite). Labs follow production-shaped scenarios rather than slide-only walkthroughs. Private cohorts can shift emphasis by role mix, workspace or repo constraints, and rollout timing.
Audience Profile
Built for these roles
Sales Teams, Support Teams, CRM Users
- Tailored Team Delivery
- Implementation-Focused
Overview
Executive overview
Learn to use Dynamics 365 for managing customers, sales pipelines, service requests, and case management.
Prerequisites
- Basic familiarity with business operations and customer workflows
- No technical background required
Program Outcomes
Capabilities your teams will gain
- Manage leads, opportunities, and pipelines in Dynamics 365
- Handle service requests and case workflows efficiently
- Improve process consistency across sales and support teams
- Use CRM data to improve customer engagement outcomes
Enterprise Delivery
Private cohort delivery
VNode-designed, vendor-aligned instructor-led program. Scope role mix, delivery format, and rollout goals for your cohort.
Curriculum
Curriculum roadmap
- Dynamics 365 for sales pipeline management
- Customer service and case handling workflows
- Operational reporting and dashboards
- Process consistency and team adoption practices
1Module 1
Sales Pipeline Management
+
Module 1
Sales Pipeline Management
Use Dynamics 365 to track leads, manage opportunities, and advance customers through the sales pipeline with visibility and consistency.
- Use Dynamics 365 to track leads
- manage opportunities
- and advance customers through the sales pipeline with visibility
2Module 2
Customer Service and Case Management
+
Module 2
Customer Service and Case Management
Handle service requests, triage cases, route to the right agent, and resolve customer support workflows in Dynamics 365.
- Handle service requests
- triage cases
- route to the right agent
- and resolve customer support workflows in Dynamics 365
3Module 3
Operational Reporting
+
Module 3
Operational Reporting
Create and use dashboards and personal views to monitor sales pipeline and service performance metrics for operational decision-making.
- use dashboards
- personal views to monitor sales pipeline
- service performance metrics for operational decision-making
4Module 4
Process Consistency and Adoption
+
Module 4
Process Consistency and Adoption
Apply consistent CRM process patterns across sales and support teams to drive adoption, data quality, and improved customer engagement.
- Apply consistent CRM process patterns across sales
- support teams to drive adoption
- data quality
- and improved customer engagement
Delivery Models
Delivery models
Virtual ILTOnsiteHybridExecutive WorkshopBootcampWeekend
Engagement Fit
Engagement fit
- Implementation-focused labs
- Private cohort delivery
- Beginner practitioner depth
- Business outcome alignment
Enterprise Customization
Enterprise customization
Tailor this program to your organization's priorities: Improves frontline adoption of Dynamics 365 to drive better customer engagement, pipeline visibility, and service responsiveness.
- Sales-only or Service-only focused tracks
- Process mapping to your existing customer journey
- Role-based dashboard and KPI setup
Resources
Program resources
Yes. Most enterprise clients prefer private delivery scoped to role mix, timezone, and rollout timeline. We align lab environments and scenarios to your tenant context where applicable.
Enterprise Proof
Trusted delivery outcomes
“We needed a partner who understood both the technical depth of Azure OpenAI and the governance requirements of an enterprise.”
Delivery Capability
Enterprise-grade instruction
MCT-led delivery
Programs led by Microsoft Certified Trainer practitioners
Enterprise program oversight
Founder-led specialist delivery with structured rollout planning
Global delivery
APAC · EMEA · Americas · Virtual & Onsite
Implementation-focused
Hands-on labs aligned to production scenarios
