Microsoft Dynamics 365

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