Knowledge Management with Microsoft Dynamics 365 Course

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We are proud to offer this course in a variety of training formats to suit your needs. We use the highest quality learning facilities to make sure your experience is as comfortable as possible. Our face to face calendar allows you to choose any classroom course of your choice to be delivered at any venue of your choice - offering you the ultimate in convenience and value for money.

June 2024

Code Date Duration Location Fee Action
KMMD009 24 Jun 2024 - 28 Jun 2024 5 days Nakuru, Kenya KES 84,000 | $1,100 Register
KMMD009 24 Jun 2024 - 28 Jun 2024 5 days Pretoria, South Africa $2,400 Register
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June 2024

24 Jun - 28 Jun 2024
5 days
KES 84,000 $1,100
24 Jun - 28 Jun 2024
5 days
I Want To See More Dates...
I Want To See More Dates...


Knowledge is one of the most valuable assets a company possesses, and harnessing it can lead to increased productivity, improved decision-making, enhanced customer satisfaction and help the organization to stay competitive.

Microsoft Dynamics 365 is a powerful Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) platform that offers powerful tools and features for knowledge management. This course is designed to empower you with the skills and knowledge needed to leverage Microsoft Dynamics 365 as a robust knowledge management solution. With MS. Dynamics 365, you can create, manage, and share knowledge articles, collaborate on content, and provide your team with quick and easy access to the information they need. It's a powerful solution that can transform how your organization handles knowledge.


5 days

Who Should Attend:

  • Records managers
  • Knowledge base administrators
  • Librarians
  • Archivists
  • Information specialists
  • Managers and Team Leaders
  • All Team members

Course Level:

Course Objectives

By the end of this course you will be able to:

  • Understand the fundamental concepts of Knowledge Management.
  • To recognize the role of knowledge management in improving organizational efficiency and customer satisfaction.
  • Effectively use Microsoft Dynamics 365 as a Knowledge Management platform.
  • Create, organize, and share knowledge articles using Dynamics 365.
  • Implement best practices for knowledge management in a business environment.
  • Utilize reporting and analytics in Dynamics 365 for continuous improvement.

Course Outline

Module 1: Introduction to Knowledge Management

  • Understanding Knowledge Management (KM)
  • Benefits and importance of KM in organizations
  • Knowledge Management processes and components

Module 2: Introduction to Microsoft Dynamics 365

  • Introduction to Microsoft Dynamics 365
  • Role of Dynamics 365 in Knowledge Management
  • Licensing and deployment options

Module 3: Setting up Dynamics 365 for Knowledge Management

  • Configuring Dynamics 365 environments
  • Creating and managing user accounts and roles
  • Customizing Dynamics 365 for Knowledge Management
  • Configure AI features

Module 4: Creating and Managing Knowledge Articles

  • Creating knowledge articles
  • Organizing articles using categories and keywords
  • Version control and collaboration in Dynamics 365
  • Approvals and publishing workflows

Module 5: Knowledge Article Templates

  • Designing knowledge article templates
  • Creating consistent and informative articles
  • Using templates for various types of content
  • Taxonomies, Metadata and Tagging

Module 6: Search and Retrieval of Knowledge

  • Effective search techniques
  • Retrieving knowledge articles for customer support
  • Integrating knowledge into customer interactions
  • Power Virtual Agents bot

Module 7: Knowledge Analyze and report

  • Tracking article views, searches, and feedback
  • Using analytics for continuous improvement
  • Identifying knowledge gaps and trends
  • Reporting on knowledge base performance

Module 8: Knowledge Management Best Practices

  • Industry best practices in knowledge management
  • Knowledge capturing and sharing culture
  • User training and adoption strategies

Module 9: Integration with Other Tools

  • Integrating MS Dynamics 365 with other tools and platforms
  • Knowledge sharing via Microsoft Teams

Related Courses

Course Administration Details:


The instructor-led training is delivered using a blended learning approach and comprises of presentations, guided sessions of practical exercise, web-based tutorials and group work. Our facilitators are seasoned industry experts with years of experience, working as professional and trainers in these fields.

All facilitation and course materials will be offered in English. The participants should be reasonably proficient in English.


Upon successful completion of this training, participants will be issued with an Indepth Research Institute (IRES) certificate certified by the National Industrial Training Authority (NITA).


The training will be held at IRES Training Centre. The course fee covers the course tuition, training materials, two break refreshments and lunch.

All participants will additionally cater for their, travel expenses, visa application, insurance, and other personal expenses.


Accommodation and airport pickup are arranged upon request. For reservations contact the Training Officer.

Email:[email protected].  

Mob: +254 715 077 817


This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our IRES Training Centre or at a convenient location.

For further inquiries, please contact us on Tel: +254 715 077 817.

Mobile: +254 792516000+254 792516010 or mail [email protected]


Payment should be transferred to IRES account through bank before the course start date

Send proof of payment to [email protected]

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