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.
Course Outline
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 Marketing
- Explain email marketing
- Describe how to target customers with segments
- Explain how to create and use customer journeys in Dynamics 365 Customer Insights - Journeys.
- Describe lead generation and qualification
- Describe event management features and capabilities.
Module 4: Describe Dynamics 365 Customer Insights - Data
- Describe the use cases of Customer Insights - Data.
- Explain unified customer profile.
- Describe measures, segments, and predictions.
- Describe consuming Customer Insights ñ Data in other applications such as Customer Insights - Journeys.
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 how to use orders and invoices
- Describe Sales Accelerator.
- Describe how to use Copilot in Dynamics 365 Sales.
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 including service level agreements and entitlements.
- Describe the functionality for workload management.
- Describe knowledge management.
- Describe how Copilot is used in Dynamics 365 Customer Service.
Module 8: Describe Dynamics 365 Customer Service capabilities and related apps
- Describe Omnichannel for Dynamics 365 Customer Service
- Describe Omnichannel supervisor experiences.
- Describe the Dynamics 365 Productivity Tools app.
- Explain reporting and visualization options in 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 available asset management capabilities
- Explain the relationship between Customer Assets and Connected Field Service
Course Objectives
Students will learn to:
- Describe the foundations of Dynamics 365 customer engagement apps
- Describe shared activities and integration options in Dynamics 365 customer engagement apps
- Explore Dynamics 365 Customer Insights - Journeys
- Describe Dynamics 365 Customer Insights - Data
- Explore Dynamics 365 Sales
- Describe Dynamics 365 Sales capabilities and related apps
- Explore Dynamics 365 Customer Service
- Describe Dynamics 365 Customer Service capabilities and related apps
- Explore Dynamics 365 Field Service
- Describe Dynamics 365 Field Service scheduling capabilities and related apps
Course Prerequisites
- An understanding of cloud computing is helpful but isn't necessary.
Course Information
Length: 1 day
Format: Lecture and Lab
Delivery Method: n/a
Max. Capacity: 16
Schedule
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Labs
- Lab : Validate lab environment and work with the customer engagement apps
- Lab : Manage Customers and Activities
- Lab : Create a Customer Journey
- Lab : Create a Segment
- Lab : Create and manage a Lead
- Lab : Create and manage an Opportunity
- Lab : Create and manage Cases
- Lab : Create and publish a Knowledge Base article
- Lab : Create work orders in Dynamics 365 Field Service
- Lab : Create an Inspection
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.
