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
DurationThis 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.
What You’ll Learn
After completing this course, students will be able to:
Describe Microsoft Dynamics 365 Customer Insights - Journeys
Describe Dynamics 365 Sales
Describe Dynamics 365 Customer Service
Describe Dynamics 365 Field Service
Explore the core capabilities of customer engagement apps in Dynamics
365
Who Is The Course For?
The Microsoft Dynamics 365 Fundamentals (CRM) course is targeted to those looking to familiarise 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.
Course Subjects
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 and Dynamics 365 Customer Voice
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
Prerequisites
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Getting Started with Microsoft Dynamics 365
This course provides students with a detailed hands-on experience of setting up, configuring, customizing, extending and maintaining Microsoft Dynamics 365 Customer Engagement (CRM) Apps and Model-driven Apps using the Power Apps Maker Portal and the Power Platform Admin Center.
Developer training. Microsoft Dynamics 365 Finance and Operations Apps Developers implement and extend applications to meet the requirements of the business.
Microsoft Dynamics 365 for Customer Service offers any organisation an opportunity for customer success. Using tools such as automatic case creation and queue management frees up your time to dedicate it where you can have a greater impact, directly with your customers.
This course provides students with a detailed hands-on experience of setting up, customizing, configuring and maintaining the components of Microsoft Dynamics 365 Customer Engagement
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