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Course 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 Customer Insights, Dynamics 365 Sales, Dynamics 365 Customer Service and Dynamics 365 Field Service. You will also learn how Copilot can assist you in executing customer engagement tasks in Dynamics 365. This course includes lectures and 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 how customer engagement apps (CRM) for Dynamics 365 can be used to:
- Unify profiles and tailor targeted customer journeys by using Dynamics 365 Customer Insights apps.
- Efficiently assist users through the complete sales order lifecycle by using Dynamics 365 Sales.
- Assist agents with case management through the complete customer support lifecycle by using Dynamics 365 Customer Service.
- Schedule and complete work orders by using Dynamics 365 Field Service.
- Evaluate how Copilot can assist with each of these.
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 customer relationship capabilities of Dynamics 365.
Course 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
- Describe Copilot in 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 Microsoft Excel and Microsoft Word integrations
- Describe Microsoft Sharepoint integration
- Describe Microsoft Teams integration
- Describe Microsoft Outlook integration
3 - Explore Dynamics 365 Customer Insights - Journeys
- Describe use cases for Dynamics 365 Customer Insights - Journeys
- Explore a Dynamics 365 Customer Insights - Journeys 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 Customer Insights - Data
- Describe the core capabilities of Dynamics 365 Customer Insights-Data
- Explore a Dynamics 365 Customer Insights - Data business scenario
- Describe unified customer profiles
- Describe measures, segments, and predictions
- Describe consuming Dynamics 365 Customer Insights - Data in other apps
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 Product catalog
- Describe the opportunity management process
- Describe sales order processing
- Describe Dynamics 365 Sales business process flows
- Describe Sales accelerator
- Describe using Copilot in Dynamics 365 Sales
6 - Describe Dynamics 365 Sales capabilities and related apps
- Identify more 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 Insights
- 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 knowledge management in Dynamics 365 Customer Service
- Describe use cases for Copilot 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 Omnichannel Historical Analytics
- Describe the Dynamics 365 Productivity Tools app
- Describe reporting and data visualization options in Dynamics 365 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 the Dynamics 365 Field Service app for Outlook for work order creation and scheduling
- 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