- Course overview
- Course details
Course overview
About this course
This course will provide you with a broad introduction to the customer engagement capabilities of Dynamics 365. You will become familiar with the concept of customer engagement, as well as each of the customer engagement apps, including Dynamics 365 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, and the customer relationship management (CRM) capabilities of Dynamics 365 Project Operations. This course will include lecture as well as hands-on labs.
Audience profile
People in different roles and at various stages in their careers can benefit from this fundamentals course. This includes IT professionals, business stakeholders and others who want to be exposed to the customer engagement capabilities of Dynamics 365, students, recent graduates, and people changing careers who want to leverage Dynamics 365 to move to the next level.
Course details
Module 1: Describe the foundations of Dynamics 365 customer engagement apps
- Describe use cases for Dynamics 365
- Describe how the Microsoft Power Platform relates to Dynamics 365 apps
- Explain what Microsoft Dataverse is and how it is used by Dynamics 365 customer engagement apps
- Describe the different Dynamics 365 customer engagement apps
- Describe options for accessing Dynamics 365 customer engagement apps
- Describe Copilot in Dynamics 365 customer engagement apps
Module 2: Describe shared activities and integration options in Dynamics 365 customer engagement apps
- Work with customers and manage activities
- Explore different reporting options
- Describe the available integration options
Module 3: Explore Dynamics 365 Customer Insights - Journeys
- Identify use cases for Dynamics 365 Customer Insights - Journeys
- Explain email marketing
- Describe how to target customers with segments
- Explain how to create and leverage customer journeys in Dynamics 365 Customer Insights - Journeys
- Describe lead generation and qualification
Module 4: Describe Dynamics 365 Customer Insights - Data and Dynamics 365 Customer Voice
- Describe when other marketing applications might be required
- Describe how to use Customer Insights - Data to create more targeted customer segments that can be brought into Dynamics 365 Customer Insights - Journeys
- Describe how to capture customer feedback with Customer Voice
Module 5: Explore Dynamics 365 Sales
- Describe the typical sales lifecycle process looks like and how an organization might use it to manage their sales
- Describe the tools provided in Dynamics 365 Sales to assist organizations in creating, managing, and qualifying potential sales leads
- Describe the process for creating and managing opportunities
- Describe how Dynamics 365 Sales uses business process flows to provide sellers assistance while managing sales opportunities
- Describe the options available for building and delivering quotes using Dynamics 365 Sales
- Describe Sales Accelerator
- Describe how to use orders and invoices
Module 6: Describe Dynamics 365 Sales capabilities and related apps
- Identify cases where additional sales apps could be leveraged
- Examine the sales pipeline and forecasting available in Dynamics 365 Sales
- Describe the capabilities of Dynamics 365 Sales Insights
- Describe the capabilities of LinkedIn Sales Navigator
- Examine the Dynamics 365 Sales mobile application
- Describe the capabilities of Microsoft Sales Copilot
Module 7: Explore Dynamics 365 Customer Service
- Identify use cases for Dynamics 365 Customer Service
- Explain the case lifecycle
- Examine how to manage queues
- Dynamics 365 Customer Service business process flows
- Describe Service-Level agreements (SLAs) and entitlements
Module 8: Describe Dynamics 365 Customer Service capabilities and related apps
- Describe Omnichannel for Dynamics 365 Customer Service
- Describe Omnichannel Supervisor Experiences
- Explain reporting and visualization options in Dynamics 365 Customer Service
- Describe Dynamics 365 Customer Voice use cases for Dynamics 365 Customer Service
Module 9: Explore Dynamics 365 Field Service
- Describe a typical field service lifecycle
- Examine the lifecycle of a work order
- Explain inspections
- Describe the Field Service mobile app
Module 10: Describe Dynamics 365 Field Service scheduling capabilities and related apps
- Describe the scheduling capabilities available in Dynamics 365 Field Service
- Schedule qualified resources
- Describe the asset management capabilities available
- Explain the relationship between Customer Assets and Connected Field Service
Enquiry
Course : MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
Enquiry
request for : MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
