Course Description
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.
Who Should Attend?
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.
About this course
Course Outline
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Describe Microsoft Dynamics 365 Marketing (15–20%)
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Describe Dynamics 365 Sales (15–20%)
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Describe Dynamics 365 Customer Service (20–25%)
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Describe Dynamics 365 Field Service (15–20%)
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Explore the core capabilities of Dynamics 365 customer engagement apps (20–25%)
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Describe use cases for Dynamics 365 Marketing
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Describe lead generation and qualification
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Describe use cases for marketing forms
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Describe how to target customers by using segments and subscription lists
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Describe email marketing
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Describe customer journeys
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Describe event management features and capabilities
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Describe use cases of and capabilities for Customer Insights
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Describe use cases of Customer Voice for Marketing
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Describe use cases for Dynamics 365 Sales
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Describe leads and the process for qualifying leads
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Describe the opportunity management process
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Describe the quote lifecycle
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Describe the order management and invoice management processes
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Describe use cases for business process flows
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Describe sales pipeline and forecasting concepts
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Describe use cases for and capabilities of Sales Insights
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Describe use cases for and capabilities of LinkedIn Sales Navigator
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Describe use cases for the Dynamics 365 Sales mobile app
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Describe use cases for Dynamics 365 Customer Service
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Describe the functionality for workload management, including basic routing (basic queues), Unified Routing, and Agent Inbox
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Describe knowledge management in Dynamics 365 Customer Service
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Describe the case lifecycle including service-level agreements (SLAs) and entitlements
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Describe Omnichannel for Customer Service
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Describe reporting and data visualization options in Dynamics 365 Customer Service
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Describe use cases of Dynamics 365 Customer Voice for Customer Service
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Describe use cases for Dynamics 365 Field Service
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Describe common field service processes
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Describe the work order lifecycle
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Describe inspections in Dynamics 365 Field Service
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Describe the Field Service mobile app
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Describe resource and scheduling processes
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Describe asset management and customer assets
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Describe Connected Field Service for Dynamics 365
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Describe use cases for Dynamics 365 customer engagement apps
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Describe Microsoft Power Platform as it relates to Dynamics 365 customer engagement apps
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Describe Microsoft Dataverse as the foundation for Dynamics 365 customer engagement apps
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Navigate to and within Dynamics 365 customer engagement apps
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Describe customers and activities
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Describe search options and filter criteria
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Describe reporting capabilities including dashboards, charts, and views
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Describe Microsoft Teams integration
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Describe Microsoft Outlook integration
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Describe Microsoft Excel integration
Where
This will be a virtual event hosted on Microsoft Teams. In the Microsoft Teams platform and sessions, your name, email address, or title may be viewable by other participants. By joining this event, you agree to this experience.