Only the Sales module was configured for our company, however we sell a service (courses, in-house training), do we need the Service module?

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Hello!

The company that configured Dyanmics CRM for us configured only the Sales module. However, our company offers in-house training and courses to companies. As such, we would need the CRM to also help us manage the currently ongoing services, i.e. did we schedule the trainer, the classroom, did we print/send the class material, etc.

Is the Service module the most suitable for this role? Tutorials seem to emphasize the importance of Cases, which seem to be designed to be isolated incidents pertaining to customer service, whereas we would need a complete and mandatory process following every won opportunity. Is the standard version designed to do that or would it need some degree of configuration, please?

Thank you for your help and your time!

By the way I am sorry if the terminology used isn't accurate, we use a localised version of Dynamics and I tried to translate back as precisely as possible.

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gdas 50,091 Moderator on at

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Hi Matt,

I don't think you need service module as Microsoft introduce service module manage and track customer service activity in your organization.

I believe for your requirement use custom entity which will be easy to manage.

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Drew Poggemann 4 on at

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Hi Matt,

This is the perfect reason to leverage Dynamics 365 xRM foundational capabilities! You should be able to create entities that have 1-N, N-1, N-N relationships and customize the model you need. Create custom fields, forms, views, charts, and more.

Quick example:

Course (1) --> (N) Class

Class (1) --> (N) Class Activities

Account (N) --> (N) Class

The above model would allow you to setup courses that are setup as classes that would be time based and then assign these classes to the Accounts. You could also record specific custom class activity or standard activities to them as well to record details (or set fields if needed as well).

The above is just a simple example of setting up a structure in Dynamics 365 to manage this type of information. Note, setting up these types of custom entities that do not relate to service and sales functionality might work well with leveraging Team Member licensing which can be very advantageous to pricing as well with the platform.

Normally I will bring in some specific partner solutions depending on specific needs as well but you can do a lot with Dynamics 365 xRM capabilities!

Good luck!

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