Course Outline
Module 1: Power BI Foundation & Data Connection

• Power BI interface and core concepts

• Connecting to data sources: CRM APIs, SQL, Excel exports

• Introduction to Power Query for data transformation

• Lab: Connect to a sample CRM dataset and perform basic cleaning

Module 2: Data Modeling & Relationships

• Principles of star schema data modeling

• Creating and managing relationships between tables (e.g., Contacts, Cases, Accounts)

• Handling role-playing tables and many-to-many relationships (conceptual)

• Workshop: Build a optimized data model from related CRM tables

Module 3: Introduction to DAX (Data Analysis Expressions)

• DAX syntax and core concepts (row vs. filter context)

• Creating calculated columns vs. measures

• Essential DAX functions: CALCULATE, FILTER, SUMX, RELATED

• Lab: Write measures for key metrics like Total Cases, Open Cases, etc.

Module 4: Advanced DAX for Service Analytics

• Time intelligence functions: DATEADD, DATESYTD, SAMEPERIODLASTYEAR

• Creating complex measures for YoY growth, rolling averages, and trend analysis

• Using DAX to segment customers based on behavior

• Workshop: Build a measure to calculate Average Resolution Time by priority

Module 5: Visualization, Dashboards & Deployment

• Designing effective and user-friendly dashboards

• Applying advanced filters, slicers, and drill-throughs

• Publishing to Power BI Service and setting up scheduled data refreshes

• Final Project: Build and present a complete Customer Service Executive Dashboard