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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.

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Description

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Overview:

Do you want to learn more about Dynamics 365? 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, the core capabilities of customer engagement apps as well as with each of the customer engagement apps, including Dynamics 365 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Service and Dynamics 365 Field Service. This course will include lecture as well as hands-on-labs.

Prerequisite(s):

There are no prerequisites for this course.

Audience:

The Microsoft Dynamics 365 Fundamentals (CRM) course is targeted to those looking to familiarize themselves with and gain a broad exposure to the marketing, sales, customer service, and field service capabilities of Dynamics 365.

This audience wants to explore the features and capabilities of Microsoft Dynamics 365 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Service, and Dynamics 365 Field Service.

People in various roles and stages in their careers can benefit from this fundamentals course. The course is designed for IT professionals, business stakeholders, entrepreneurs, students, and people starting or changing careers who want to be exposed to the marketing, sales, customer service, and field service capabilities of Dynamics 365.

Outline:

1 – Describe the foundations of Dynamics 365 customer engagement apps

  • Describe customer relationship management
  • Describe Microsoft Power Platform and Dynamics 365 customer engagement apps
  • Describe Microsoft Dataverse and Dynamics 365 customer engagement apps
  • Describe use cases for Dynamics 365 customer engagement apps
  • Navigate to and within Dynamics 365 customer engagement apps

2 – Describe shared activities and integration options in Dynamics 365 customer engagement apps

  • Describe customers and activities
  • Describe search criteria and filters
  • Describe reporting capabilities including charts, dashboards, and views
  • Describe Excel integrations
  • Describe Microsoft Teams integration
  • Describe Outlook integration

3 – Explore Dynamics 365 Marketing

  • Describe use cases for Dynamics 365 Marketing
  • Explore a Dynamics 365 Marketing business scenario
  • Describe email marketing
  • Describe how to target customers by using marketing lists and segments
  • Describe customer journeys
  • Describe lead generation and qualification
  • Describe use cases for marketing forms
  • Describe event management features and capabilities

4 – Describe Dynamics 365 Marketing apps

  • Explore a Dynamics 365 Marketing related apps business scenario
  • Describe use cases for and capabilities of Dynamics 365 Customer Insights
  • Describe use cases for and capabilities of Dynamics 365 Customer Voice

5 – Explore Dynamics 365 Sales

  • Describe use cases for Dynamics 365 Sales
  • Review the sales lifecycle
  • Explore a Dynamics 365 Sales business scenario
  • Describe leads and the process for qualifying leads
  • Describe the opportunity management process
  • Describe Dynamics 365 Sales business process flows
  • Describe sales order processing

6 – Describe Dynamics 365 Sales capabilities and related apps

  • Identify additional Dynamics 365 Sales capabilities and related apps
  • Explore a Dynamics 365 Sales related apps business scenario
  • Describe sales pipeline and forecasting concepts
  • Describe use cases for and capabilities of Sales Insights
  • Describe use cases for and capabilities of LinkedIn Sales Navigator
  • Describe the Dynamics 365 Sales mobile app
  • Describe Microsoft Sales Copilot

7 – Explore Dynamics 365 Customer Service

  • Describe use cases for Dynamics 365 Customer Service
  • Explore a Dynamics 365 Customer Service business scenario
  • Describe the case lifecycle including service-level agreements (SLAs) and entitlements
  • Describe the functionality for workload management
  • Describe Dynamics 365 Customer Service business process flows
  • Describe knowledge management in Dynamics 365 Customer Service

8 – Describe Dynamics 365 Customer Service capabilities and related apps

  • Explore a Dynamics 365 Customer Service-related apps business scenario
  • Describe Omnichannel for Customer Service
  • Describe reporting and data visualization options in Dynamics 365 Customer Service
  • Describe Dynamics Customer Voice use cases for customer service

9 – Explore Dynamics 365 Field Service

  • Describe use cases for Dynamics 365 Field Service
  • Explore a Dynamics 365 Field Service business scenario
  • Describe the work order lifecycle
  • Describe inspections in Dynamics 365 Field Service
  • Describe the Dynamics 365 Field Service mobile app

10 – Describe Dynamics 365 Field Service scheduling capabilities and related apps

  • Describe resource and scheduling processes
  • Explore a Dynamics 365 Field Service-related apps business scenario
  • Describe asset management and customer assets
  • Describe Connected Field Service for Dynamics 365

Additional information

Length

1 day

Guaranteed to run

Yes