Microsoft Dynamics 365 CRM Mastery - Sales, Customer Service and Field Service Advanced
This course equips sales, customer service, and field service professionals with hands-on skills to implement Microsoft Dynamics 365 CRM solutions that unify customer data, automate workflows, and leverage AI for personalized engagement. Designed for functional consultants and business analysts, it solves the growing challenge of disconnected customer systems in enterprises—where 62% of organizations report increased demand for integrated CRM platforms. You’ll gain mastery in configuring Sales, Customer Service, and Field Service modules to drive efficiency and improve customer retention.
Prepare for the Microsoft Certified: Dynamics 365 Field Service Functional Consultant Associate certification with Koenig’s official vendor-authorized courseware and 30-day lab access. Transform your career by delivering AI-powered service automation and becoming a certified expert in high-demand CRM solutions.
Training Formats & Pricing
100% Happiness Guarantee · Free Rescheduling · Secure Payment
Course Overview
The Microsoft Dynamics 365 CRM Mastery - Sales, Customer Service and Field Service course by Microsoft is designed to equip professionals with comprehensive skills in deploying and managing Dynamics 365’s customer engagement applications. This training prepares candidates for key role-based certifications, including Exam MB-210 (Dynamics 365 Sales), MB-230 (Customer Service), and MB-240 (Field Service), aligning with roles such as Functional Consultant, CRM Administrator, and Pre-Sales Consultant. With over 95% of Fortune 500 companies leveraging Microsoft Dynamics 365, demand for certified professionals continues to grow across industries seeking to optimize customer engagement workflows.
Participants will gain hands-on experience with core Microsoft technologies including Dynamics 365 Sales, Customer Service, Field Service, Power Platform, Microsoft Dataverse, and Dynamics 365 Copilot. The course includes immersive lab exercises conducted within the official Microsoft Learn environment, where students configure end-to-end service workflows, set up product catalogs, manage work orders, and implement scheduling using the Dynamics 365 Field Service app. A key project involves building a complete field service solution for a fictional company, including territory definitions, resource scheduling, case management, and mobile app configuration—mirroring real-world implementations used by enterprise service organizations.
This course directly supports preparation for the Microsoft Certified: Dynamics 365 Sales Functional Consultant Associate, Customer Service Functional Consultant Associate, and Field Service Functional Consultant Associate credentials, which are globally recognized benchmarks in CRM implementation. Certified professionals report an average salary increase of 18–25%, with certified Functional Consultants earning between $85,000 and $130,000 annually. Koenig Solutions enhances this learning path with Guaranteed-to-Run scheduling, official Microsoft courseware, and optional 1-on-1 mentoring, ensuring learners achieve mastery. Upon completion, graduates are positioned to lead CRM digital transformations, drive customer satisfaction improvements, and advance into senior consulting or solution architect roles.
What You'll Learn
Skills You'll Gain
Prerequisites
- Completion of Microsoft Certified: Dynamics 365 Fundamentals (CRM) MB-910 or equivalent foundational knowledge of customer engagement applications.
- Proficiency in lead and opportunity management processes within Dynamics 365 Sales.
- Experience configuring model-driven applications using the Microsoft Power Platform.
- Knowledge of product catalog configuration and sales order processing workflows.
- Understanding of service-level agreements and entitlements within Dynamics 365 Customer Service.
- Hands-on experience managing work orders and service agreements within Dynamics 365 Field Service.
Certification Exam
Everything you need to know about the Microsoft Dynamics 365 CRM Mastery - Sales, Customer Service and Field Service certification exam
Course Curriculum
Structured learning with hands-on labs and real-world scenarios
1
Day 1– Mastering Microsoft Dynamics 365 CRM Mastery - Sales, Customer Service and Field Service
2
Day 2– Dynamics 365 Sales Fundamentals and Automation
3
Day 3– Dynamics 365 Customer Service Fundamentals
4
Day 4– Dynamics 365 Field Service Fundamentals
5
Day 5– Capstone Labs and Integration Scenarios
What's Included in Your Training
Every enrollment comes packed with resources to maximise your learning and exam success
Exam Preparation Materials
Practice Test Questions (200+)
Certificate of Completion
Post-Training Support (30 days)
Session Recording Access
Free Rescheduling (7+ days notice)
Career Outcomes
of Microsoft Dynamics 365 CRM Mastery - Sales, Customer Service and Field Service certified professionals report career advancement within 6 months
Salary Impact
Average salary increase reported after obtaining the Microsoft Dynamics 365 CRM Mastery - Sales, Customer Service and Field Service certification
*Source: Glassdoor / LinkedIn 2025
Job Roles
- Dynamics 365 Sales Consultant
- Customer Service Specialist
- Field Service Manager
- CRM Administrator
- Dynamics 365 Functional Consultant
- Sales Operations Analyst
Companies Hiring
and 5,000+ organizations worldwide seeking Microsoft Dynamics 365 CRM Mastery - Sales, Customer Service and Field Service certified professionals
Course Student Reviews
Real results from IT professionals who trained with Koenig — rated 4.9/5 from 18,400+ verified reviews.
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★★★★★
“Passed AZ-104 on first attempt. The MCT knew the exact exam patterns and the labs were exactly what Microsoft tests. Worth every penny.”
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“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.”
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“SC-900 and SC-300 back to back — both cleared first try. The security curriculum at Koenig is incredibly thorough and up to date.”
SC-300 Certified ✓ Verified -
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“AI-102 was daunting but the trainer broke it down perfectly. Real Azure OpenAI labs made the difference. Highly recommend.”
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“DP-600 Fabric certification done in 3 weeks of part-time study. The customised schedule around my timezone was a lifesaver.”
DP-600 Certified ✓ Verified -
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“Our whole DevOps team got AZ-400 certified through Koenig's corporate training. Smooth logistics and top-tier MCTs throughout.”
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.”
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.”
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.”
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.”
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.”
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.”
SC-300 Certified ✓ Verified -
★★★★★
“AI-102 was daunting but the trainer broke it down perfectly. Real Azure OpenAI labs made the difference. Highly recommend.”
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.”
DP-600 Certified ✓ Verified -
★★★★★
“Our whole DevOps team got AZ-400 certified through Koenig's corporate training. Smooth logistics and top-tier MCTs throughout.”
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.”
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.”
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.”
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.”
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.”
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.”
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.”
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.”
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.”
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.”
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.”
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.”
SC-300 Certified ✓ Verified
-
★★★★★
“AI-102 was daunting but the trainer broke it down perfectly. Real Azure OpenAI labs made the difference. Highly recommend.”
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.”
DP-600 Certified ✓ Verified -
★★★★★
“Our whole DevOps team got AZ-400 certified through Koenig's corporate training. Smooth logistics and top-tier MCTs throughout.”
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.”
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.”
DP-600 Certified ✓ Verified -
★★★★★
“Our whole DevOps team got AZ-400 certified through Koenig's corporate training. Smooth logistics and top-tier MCTs throughout.”
AZ-400 Team Training ✓ Verified
Frequently Asked Questions
Everything you need to know about the Microsoft Dynamics 365 CRM Mastery - Sales, Customer Service and Field Service training course
Is the certification exam included in the Microsoft Dynamics 365 CRM Mastery - Sales, Customer Service and Field Service course fee, and what is the cost if separate?
What training formats are available for the Microsoft Dynamics 365 CRM Mastery - Sales, Customer Service and Field Service course, and is Guaranteed-to-Run scheduling offered?
How long is lab access provided for the Microsoft Dynamics 365 CRM Mastery - Sales, Customer Service and Field Service course, and what type of environment is used?
What is Koenig's rescheduling and cancellation policy for the Microsoft Dynamics 365 CRM Mastery - Sales, Customer Service and Field Service course?
What is the format, number of questions, passing score, and time limit for the Microsoft Dynamics 365 CRM Mastery - Sales, Customer Service and Field Service certification exam?
How long is the Microsoft Dynamics 365 CRM Mastery - Sales, Customer Service and Field Service certification valid, and what is the renewal process and cost?
What post-training support does Koenig provide after completing the Microsoft Dynamics 365 CRM Mastery - Sales, Customer Service and Field Service course?
What are the recommended prerequisites or prior experience needed for the Microsoft Dynamics 365 CRM Mastery - Sales, Customer Service and Field Service course?
What salary increase or career advancement can professionals expect after earning the Microsoft Dynamics 365 CRM Mastery - Sales, Customer Service and Field Service certification?
How does instructor-led training for Microsoft Dynamics 365 CRM Mastery - Sales, Customer Service and Field Service compare to self-study in terms of exam success and skill retention?
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