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
Lesson 1: Navigate the Dynamics 365 customer engagement apps
- Describe customer relationship management
- Describe Microsoft Dataverse
- Explore the Dynamics 365 customer engagement apps
- Access the Dynamics 365 customer engagement apps
- Locate and filter data
Lesson 2: Explore common Dynamics 365 activities and integration options
- Explore customers and activities
- Exercise: Manage customers and activities
- Explore Dynamics 365 reporting options
- Describe integration technologies
Lesson 3: Explore Dynamics 365 Marketing
- Identify key capabilities of Dynamics 365 Marketing
- Describe marketing tasks
- Describe email marketing
- Describe marketing segments
- Explore customer journeys
- Describe lead generation and qualification
Lesson 4: Explore other marketing capabilities and apps
- Explore event managements capabilities
- Describe Dynamics 365 Customer Voice
- Describe Dynamics 365 Customer Insights
Lesson 5: Explore Dynamics 365 Sales
- Overview
- Review the sales lifecycle
- Work with leads
- Describe opportunity management
- Exercise: Create and manage Opportunities in Dynamics 365 Sales
- Describe quote management
- Describe order and invoice management
Lesson 6: Use sales capabilities
- Describe Dynamics 365 Sales forecasting
- Describe Linkedin Sales Navigator
- Describe Dynamics 365 Sales Insights
Lesson 7: Explore Dynamics 365 Customer Service
- Overview
- Review the case lifecycle
- Work with cases and queues
- Describe case management
- Describe business process flows
- Describe entitlements and service-level agreements (SLAs)
Lesson 8: Examine knowledge management in Dynamics 365 Customer Service and related apps
- Describe knowledge management
- Explore Omnichannel for Customer Service
- Explore historical analytics
Lesson 9: Explore Dynamics 365 Field Service
- Overview
- Identify Dynamics 365 Field Service
- Describe the work order lifecycle
- Describe inspections
Lesson 10: Describe the scheduling process
- Describe scheduling
- Define resources
- Schedule qualified resources
- Describe Resource Scheduling Optimization (RSO)
- Describe the asset management capabilities of Dynamics 365 Field Service
- Describe customer assets
- Describe assets and Connected Field Service
