Microsoft Dynamics 365

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Getting Started with Microsoft Dynamics 365

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Course Details

Getting Started with Microsoft Dynamics 365

The Getting Started with  Microsoft Dynamics 365 course covers the following:

  • What are your aims from this course?

  • What business challenges are you hoping to address with Microsoft Dynamics 365?

  • Introduction to CRM

  • What is CRM?

  • Using Microsoft Dynamics 365 via your browser, Outlook, and mobile device

  • Configurability of Microsoft Dynamics 365, and what that means to you

  • Navigation and Key terms

  • Different ways of searching for data in Microsoft Dynamics 365

  • B2B and B2C – which is most important to you?

 

Sales in Dynamics 365

  • The customer model in Microsoft Dynamics 365

  • Handling more complex relationships with Connections

  • The transition points within a sale – in plain English

  • Sales Processes in Microsoft Dynamics 365

  • Interacting with a lead

  • Qualifying a Lead

  • The entire Sale Process

 

Marketing in Dynamics 365

  • Overview of marketing automation functionality in Microsoft Dynamics 365

  • Marketing Lists

  • Campaigns

  • Quick Campaigns

  • Campaigns

  • Quick Campaigns

  • What marketing does not include

 

Customer Service in Dynamics 365

  • Introduction to Customer Service

  • Incident management

  • Entitlement management

  • Knowledge Management

  • Getting to grips with Incident Management

  • Using more detailed activities

  • An overview of Entitlement management

  • An introduction to Knowledge Management

  • Articles

  • Article Templates

 

Introduction to the Product Catalogue in Dynamics 365

  • Families and Products

  • Discount lists and discount levels

  • Units and Unit Groups

  • Price Lists and Price List items

  • Setting up the Product Catalogue

 

Getting more from Dynamics 365

  • Understanding Views and Forms

  • Charts

  • Advanced Find

  • Dashboards

  • Standard reports

  • Custom reports

  • SSRS Reports

  • Report Wizard

 

Learning Outcomes:

At the end of this course, you have:

  • An understanding of navigating CRM

  • How CRM manages your customers – giving that single source of truth

  • Manage communication

  • How CRM supports sales, service and marketing

  • Introduction to reporting with CRM

  • Melbourne Branch

    85-91 Queen St, Melbourne
  • Gold Coast Branch

    42 Bundall Rd, Gold Coast

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