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Dynamics 365 CRM – Functional and Technical

Unlock your potential with our <b>Dynamics 365 CRM – Functional and Technical</b> course at Koenig Solutions. This comprehensive course is designed to equip you with the essential skills needed to effectively manage customer relationships and streamline business processes. <br><br><b>Learning objectives</b> include understanding CRM functionalities, customizing dashboards, and implementing automation tools. You'll engage in hands-on exercises that reinforce theoretical knowledge, enabling practical application of the concepts learned. <br><br>By the end of the course, you will be able to navigate Dynamics 365 with confidence, improving your organization’s efficiency and enhancing customer engagement. Join us to transform your career and master the tools that drive today's businesses!

16 Hours (2 Days)
Live Online / Classroom
20+ professionals trained

Training Formats & Pricing

1-on-1 USD 1,560
Dedicated instructor, your schedule Fastest
Public Batch USD 1,200
Group class, fixed schedule Most Popular
Self-Paced On Request
Recorded sessions, learn anytime Best Value

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Course Overview

The Microsoft Dynamics 365 CRM – Functional and Technical course is designed for IT professionals, functional consultants, and developers aiming to master both the configuration and development aspects of Dynamics 365 Customer Engagement (CRM) applications. This comprehensive training prepares learners for key Microsoft role-based certifications such as MB-210 (Dynamics 365 Sales Functional Consultant), MB-230 (Customer Service Functional Consultant), and MB-240 (Field Service Functional Consultant). Ideal for roles including Dynamics 365 Functional Consultant, Technical Consultant, and CRM Solution Architect, the course addresses a growing market demand—over 80% of Microsoft partners now require certified staff to maintain their Solutions Partner designations, underscoring the value of validated expertise in today’s competitive landscape.

Participants engage with core Microsoft technologies including Dynamics 365 Sales, Customer Service, Field Service, Power Apps, Power Automate, and the Dataverse, all accessed through the Power Platform Admin Center and Maker Portal. The hands-on lab environment enables students to build end-to-end CRM solutions, such as configuring service-level agreements (SLAs), designing business process flows, and automating case management using Power Automate. A key real-world project involves implementing a field service dispatch system that integrates resource scheduling, work order management, and mobile app deployment—mirroring actual enterprise implementations. Students also gain experience with Azure DevOps and GitHub for source control, ensuring proficiency in modern application lifecycle management (ALM) practices.

This course directly supports career advancement by preparing candidates for Microsoft Certified: Dynamics 365 Functional Consultant Associate credentials, which are recognized globally and linked to an average 20–25% salary premium for certified professionals. According to 2026 market data, certified Dynamics 365 consultants earn between $95,000 and $160,000 annually in the U.S., with senior roles exceeding $180,000. Koenig Solutions enhances this path with Guaranteed-to-Run batches and official Microsoft courseware, ensuring consistent access to training with expert-led instruction. Graduates emerge ready to lead CRM implementations, drive digital transformation, and advance into senior consulting or solution architecture roles within the Microsoft ecosystem.

Skills You'll Gain

Dynamics 365 Sales Dynamics 365 Customer Service Dynamics 365 Field Service Power Platform Integration Dataverse Configuration Model-Driven Apps Power Automate Flows Business Process Flows CRM Customization Solution Management Unified Routing Customer Insights Sales Pipeline Management Service Level Agreements Knowledge Management Omnichannel Routing Dynamics 365 Reporting

Prerequisites

Recommended knowledge before taking this course
  • Basic understanding of customer relationship management (CRM) concepts.
  • Familiarity with Microsoft products and services, especially Microsoft Office applications.
  • General knowledge of business processes and operations.
  • Basic understanding of software applications and database concepts.
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Certification Exam

Everything you need to know about the Dynamics 365 CRM – Functional and Technical certification exam

Exam Details
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Format
Multiple choice, labs & case studies
Questions
Duration
Passing Score
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Dynamics 365 CRM – Functional and Technical

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Course Curriculum

Structured learning with hands-on labs and real-world scenarios

1
Day 1– Dynamics 365 CRM Core Setup
Master Dynamics 365 CRM interface navigation Configure essential Microsoft organization settings Manage business units and organizational hierarchies Provision secure users and functional teams Define granular security roles and privileges Implement robust field-level security protocols Create and manage collaborative access teams Configure mailbox and email integration settings
2
Day 2– Entity and Form Customization
Build custom entities and data fields Configure entity ownership and technical properties Manage local and global option sets Develop automated calculated and rollup fields Design high-conversion Dynamics 365 main forms Configure efficient quick create and view forms Customize form controls and navigation tabs Publish and manage complex system customizations
3
Day 3– Relationships, Views, and Logic
Create scalable one-to-many data relationships Configure complex many-to-many data relationships Manage manual many-to-many relationship mappings Set relationship behaviors and cascading rules Create and customize powerful system views Build personalized and public data views Configure lookup and quick find views Create and manage automated business rules
4
Day 4– Business Process Automation Mastery
Design efficient Dynamics 365 process flows Configure critical stages and process steps Set complex conditional branching logic Create and manage automated background workflows Develop high-performance real-time workflows Implement client-side scripting using JavaScript Use custom web resources in forms Configure business process flow security
5
Day 5– Solutions, Integration, and Deployment
Create structured unmanaged Microsoft solutions Export and import enterprise-grade solutions Manage complex solution component dependencies Configure secure managed solution packages Set up professional solution publishers Integrate Dynamics 365 with Power Automate Connect data to Microsoft Power BI Deploy solutions across production environments

What's Included in Your Training

Every enrollment comes packed with resources to maximise your learning and exam success

Career Outcomes

78%

of Dynamics 365 CRM – Functional and Technical certified professionals report career advancement within 6 months

Salary Impact

+22%

Average salary increase reported after obtaining the Dynamics 365 CRM – Functional and Technical certification

Typical Salary Range (Global)
Entry$90,000–$115,000
Mid$115,000–$145,000
Senior$145,000–$180,000

*Source: Glassdoor / LinkedIn 2025

Job Roles

6
  • Dynamics 365 CRM Consultant
  • Microsoft Dynamics 365 Functional Consultant
  • Dynamics 365 Technical Consultant
  • Dynamics 365 CRM Developer
  • Dynamics 365 Solution Architect
  • Customer Engagement Consultant

Companies Hiring

5,000+
Microsoft Accenture Deloitte PwC EY KPMG Capgemini Infosys Wipro Cognizant

and 5,000+ organizations worldwide seeking Dynamics 365 CRM – Functional and Technical certified professionals

Real Transformations

Course Student Reviews

Real results from IT professionals who trained with Koenig — rated 4.9/5 from 18,400+ verified reviews.

18,400+
Verified Reviews
4.9 / 5
Average Rating
95%
Would Recommend
1M+
Professionals Trained
  • ★★★★★

    “Passed AZ-104 on first attempt. The MCT knew the exact exam patterns and the labs were exactly what Microsoft tests. Worth every penny.”

    Rahul M.

    Rahul M.

    Azure Administrator

    AZ-104 Certified ✓ Verified
  • ★★★★★

    “I trained 15 of my team members for SC-200. Koenig's on-site delivery was seamless and all 15 passed within 3 months.”

    Sarah K.

    Sarah K.

    CISO, Financial Services

    Enterprise Client ✓ Verified
  • ★★★★★

    “The 1-on-1 format was a game changer. My trainer adjusted the pace to my schedule and I cleared PL-300 while working full-time.”

    Ahmed R.

    Ahmed R.

    Business Intelligence Lead

    PL-300 Certified ✓ Verified
  • ★★★★★

    “From AZ-900 to AZ-305 in 6 months. Koenig's structured roadmap and MCT mentoring made the expert level achievable.”

    Priya S.

    Priya S.

    Cloud Solutions Architect

    AZ-305 Expert ✓ Verified
  • ★★★★★

    “As an L&D head I've used 5 training vendors. Koenig's MCT quality, MOC materials, and ESI compliance is in a different league.”

    James T.

    James T.

    Head of L&D, UK Enterprise

    100+ Learners Trained ✓ Verified
  • ★★★★★

    “SC-900 and SC-300 back to back — both cleared first try. The security curriculum at Koenig is incredibly thorough and up to date.”

    Aisha N.

    Aisha N.

    Security Analyst

    SC-300 Certified ✓ Verified
  • ★★★★★

    “AI-102 was daunting but the trainer broke it down perfectly. Real Azure OpenAI labs made the difference. Highly recommend.”

    David L.

    David L.

    AI Engineer

    AI-102 Certified ✓ Verified
  • ★★★★★

    “DP-600 Fabric certification done in 3 weeks of part-time study. The customised schedule around my timezone was a lifesaver.”

    Mei W.

    Mei W.

    Data Platform Engineer

    DP-600 Certified ✓ Verified
  • ★★★★★

    “Our whole DevOps team got AZ-400 certified through Koenig's corporate training. Smooth logistics and top-tier MCTs throughout.”

    Carlos R.

    Carlos R.

    Engineering Manager

    AZ-400 Team Training ✓ Verified
  • ★★★★★

    “Passed AZ-104 on first attempt. The MCT knew the exact exam patterns and the labs were exactly what Microsoft tests. Worth every penny.”

    Rahul M.

    Rahul M.

    Azure Administrator

    AZ-104 Certified ✓ Verified
  • ★★★★★

    “I trained 15 of my team members for SC-200. Koenig's on-site delivery was seamless and all 15 passed within 3 months.”

    Sarah K.

    Sarah K.

    CISO, Financial Services

    Enterprise Client ✓ Verified
  • ★★★★★

    “The 1-on-1 format was a game changer. My trainer adjusted the pace to my schedule and I cleared PL-300 while working full-time.”

    Ahmed R.

    Ahmed R.

    Business Intelligence Lead

    PL-300 Certified ✓ Verified
  • ★★★★★

    “From AZ-900 to AZ-305 in 6 months. Koenig's structured roadmap and MCT mentoring made the expert level achievable.”

    Priya S.

    Priya S.

    Cloud Solutions Architect

    AZ-305 Expert ✓ Verified
  • ★★★★★

    “As an L&D head I've used 5 training vendors. Koenig's MCT quality, MOC materials, and ESI compliance is in a different league.”

    James T.

    James T.

    Head of L&D, UK Enterprise

    100+ Learners Trained ✓ Verified
  • ★★★★★

    “SC-900 and SC-300 back to back — both cleared first try. The security curriculum at Koenig is incredibly thorough and up to date.”

    Aisha N.

    Aisha N.

    Security Analyst

    SC-300 Certified ✓ Verified
  • ★★★★★

    “AI-102 was daunting but the trainer broke it down perfectly. Real Azure OpenAI labs made the difference. Highly recommend.”

    David L.

    David L.

    AI Engineer

    AI-102 Certified ✓ Verified
  • ★★★★★

    “DP-600 Fabric certification done in 3 weeks of part-time study. The customised schedule around my timezone was a lifesaver.”

    Mei W.

    Mei W.

    Data Platform Engineer

    DP-600 Certified ✓ Verified
  • ★★★★★

    “Our whole DevOps team got AZ-400 certified through Koenig's corporate training. Smooth logistics and top-tier MCTs throughout.”

    Carlos R.

    Carlos R.

    Engineering Manager

    AZ-400 Team Training ✓ Verified
  • ★★★★★

    “Passed AZ-104 on first attempt. The MCT knew the exact exam patterns and the labs were exactly what Microsoft tests. Worth every penny.”

    Rahul M.

    Rahul M.

    Azure Administrator

    AZ-104 Certified ✓ Verified
  • ★★★★★

    “I trained 15 of my team members for SC-200. Koenig's on-site delivery was seamless and all 15 passed within 3 months.”

    Sarah K.

    Sarah K.

    CISO, Financial Services

    Enterprise Client ✓ Verified
  • ★★★★★

    “The 1-on-1 format was a game changer. My trainer adjusted the pace to my schedule and I cleared PL-300 while working full-time.”

    Ahmed R.

    Ahmed R.

    Business Intelligence Lead

    PL-300 Certified ✓ Verified
  • ★★★★★

    “Passed AZ-104 on first attempt. The MCT knew the exact exam patterns and the labs were exactly what Microsoft tests. Worth every penny.”

    Rahul M.

    Rahul M.

    Azure Administrator

    AZ-104 Certified ✓ Verified
  • ★★★★★

    “I trained 15 of my team members for SC-200. Koenig's on-site delivery was seamless and all 15 passed within 3 months.”

    Sarah K.

    Sarah K.

    CISO, Financial Services

    Enterprise Client ✓ Verified
  • ★★★★★

    “The 1-on-1 format was a game changer. My trainer adjusted the pace to my schedule and I cleared PL-300 while working full-time.”

    Ahmed R.

    Ahmed R.

    Business Intelligence Lead

    PL-300 Certified ✓ Verified
  • ★★★★★

    “From AZ-900 to AZ-305 in 6 months. Koenig's structured roadmap and MCT mentoring made the expert level achievable.”

    Priya S.

    Priya S.

    Cloud Solutions Architect

    AZ-305 Expert ✓ Verified
  • ★★★★★

    “As an L&D head I've used 5 training vendors. Koenig's MCT quality, MOC materials, and ESI compliance is in a different league.”

    James T.

    James T.

    Head of L&D, UK Enterprise

    100+ Learners Trained ✓ Verified
  • ★★★★★

    “SC-900 and SC-300 back to back — both cleared first try. The security curriculum at Koenig is incredibly thorough and up to date.”

    Aisha N.

    Aisha N.

    Security Analyst

    SC-300 Certified ✓ Verified
  • ★★★★★

    “From AZ-900 to AZ-305 in 6 months. Koenig's structured roadmap and MCT mentoring made the expert level achievable.”

    Priya S.

    Priya S.

    Cloud Solutions Architect

    AZ-305 Expert ✓ Verified
  • ★★★★★

    “As an L&D head I've used 5 training vendors. Koenig's MCT quality, MOC materials, and ESI compliance is in a different league.”

    James T.

    James T.

    Head of L&D, UK Enterprise

    100+ Learners Trained ✓ Verified
  • ★★★★★

    “SC-900 and SC-300 back to back — both cleared first try. The security curriculum at Koenig is incredibly thorough and up to date.”

    Aisha N.

    Aisha N.

    Security Analyst

    SC-300 Certified ✓ Verified
  • ★★★★★

    “AI-102 was daunting but the trainer broke it down perfectly. Real Azure OpenAI labs made the difference. Highly recommend.”

    David L.

    David L.

    AI Engineer

    AI-102 Certified ✓ Verified
  • ★★★★★

    “DP-600 Fabric certification done in 3 weeks of part-time study. The customised schedule around my timezone was a lifesaver.”

    Mei W.

    Mei W.

    Data Platform Engineer

    DP-600 Certified ✓ Verified
  • ★★★★★

    “Our whole DevOps team got AZ-400 certified through Koenig's corporate training. Smooth logistics and top-tier MCTs throughout.”

    Carlos R.

    Carlos R.

    Engineering Manager

    AZ-400 Team Training ✓ Verified
  • ★★★★★

    “AI-102 was daunting but the trainer broke it down perfectly. Real Azure OpenAI labs made the difference. Highly recommend.”

    David L.

    David L.

    AI Engineer

    AI-102 Certified ✓ Verified
  • ★★★★★

    “DP-600 Fabric certification done in 3 weeks of part-time study. The customised schedule around my timezone was a lifesaver.”

    Mei W.

    Mei W.

    Data Platform Engineer

    DP-600 Certified ✓ Verified
  • ★★★★★

    “Our whole DevOps team got AZ-400 certified through Koenig's corporate training. Smooth logistics and top-tier MCTs throughout.”

    Carlos R.

    Carlos R.

    Engineering Manager

    AZ-400 Team Training ✓ Verified

Frequently Asked Questions

Everything you need to know about the Dynamics 365 CRM – Functional and Technical training course

Is the certification exam included in the Dynamics 365 CRM – Functional and Technical course, and what is the exam fee?
The official certification exam is not included in the Dynamics 365 CRM – Functional and Technical course fee. Candidates must pay a $165 USD fee, which may vary by region, for Microsoft role-based exams like MB-210 or MB-230. You register directly via Pearson VUE or Microsoft Learn to schedule your proctored exam.
What training formats are available for the Dynamics 365 CRM – Functional and Technical course, and is there a Guaranteed-to-Run option?
Koenig offers flexible Dynamics 365 CRM – Functional and Technical training via live online instructor-led sessions, classroom settings, or self-paced Flexi formats. Our live online sessions are Guaranteed-to-Run, ensuring your training proceeds as scheduled. This model supports global learners with personalized, fixed-time batches across all delivery modes.
How long is lab access provided, and what environment is used for the Dynamics 365 CRM – Functional and Technical course?
You receive 6 months of lab access following your Dynamics 365 CRM – Functional and Technical course. We use cloud-based sandbox environments hosted on Microsoft Learn. These vendor-verified environments replicate real-world Dataverse and Power Platform configurations, providing hands-on practice in customization and integration tasks vital for your certification success.
What is Koenig's rescheduling and cancellation policy for the Dynamics 365 CRM – Functional and Technical course?
Koenig allows free rescheduling for the Dynamics 365 CRM – Functional and Technical course with 7 days' notice, subject to availability. Cancellations made 14+ days prior qualify for a full refund. A 10% administrative fee applies to cancellations within 7 days, ensuring scheduling integrity for our Guaranteed-to-Run sessions.
What is the format, number of questions, passing score, and time limit for the Dynamics 365 CRM certification exam?
The Dynamics 365 CRM – Functional and Technical exam features 40–60 questions, including case studies and labs, with a 120-minute limit. A score of 700 out of 1000 is required to pass. The exam rigorously tests your ability to configure Dynamics 365 Sales and integrate essential Power Platform tools.
How long is the Dynamics 365 CRM certification valid, and what is the renewal process and cost?
Your Dynamics 365 CRM – Functional and Technical certification remains valid for 12 months. Renewal is free and requires completing an online assessment on Microsoft Learn to verify your knowledge of recent Dynamics 365 updates. You must renew before the expiration date to maintain your active professional status.
What post-training support does Koenig provide after completing the Dynamics 365 CRM – Functional and Technical course?
Koenig offers 30 days of post-training support for the Dynamics 365 CRM – Functional and Technical course. This includes expert mentor access, recorded session playback, and continued lab practice. We provide exam preparation materials and practice tests to ensure you are fully job-ready and prepared for certification success.
What are the prerequisites or recommended experience for the Dynamics 365 CRM – Functional and Technical course?
While no formal prerequisites exist, we recommend foundational knowledge of CRM business processes. Experience with Microsoft Power Platform, Dynamics 365 Sales, or customer engagement workflows is ideal. Familiarity with Dataverse and model-driven apps significantly improves your learning outcomes for complex technical implementation tasks in this course.
What salary increase or career impact can one expect after completing the Dynamics 365 CRM – Functional and Technical certification?
Certified professionals often see an 18–25% salary uplift. Functional consultants typically earn $85,000–$130,000, while technical consultants earn $100,000–$140,000 in the US. This Dynamics 365 CRM – Functional and Technical certification accelerates your path to senior or architect roles and increases your billable rates within Microsoft partner organizations.
How does the Dynamics 365 CRM – Functional and Technical course compare to self-study for certification preparation?
Our Dynamics 365 CRM – Functional and Technical course provides structured, expert-led training that significantly increases pass rates compared to self-study. Koenig’s program includes dedicated mentorship, real-world lab scenarios, and focused practice assessments. This approach reduces your total preparation time and builds verified skills essential for passing complex certification exams.

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