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.

Associated Certification:

• Microsoft Certified: Dynamics 365 Fundamentals (CRM) (Exam MB-910)

Dynamics 365 Marketing

• Dynamics 365 Marketing capabilities
• Related marketing apps

Dynamics 365 Sales

• Dynamics 365 Sales lifecycle
• Related sales apps

Dynamics 365 Customer Service

• Dynamics 365 Customer Service components
• Related customer service apps

Dynamics 365 Field Service

• Work order lifecycle
• Scheduling capabilities
• Schedule Assistant, Resource Schedule Optimization (RSO), and geolocation for technicians
• Inventory and asset management capabilities

Project Operations

• Project Operations capabilities
• Project sales capabilities
• Project planning and resource management capabilities

Shared features

• Common customer engagement features
• Reporting capabilities
• Integration options

This one-day course is intended for individuals looking to understand the core capabilities across the Dynamic 365 customer engagement apps, validate their broad knowledge of the customer engagement apps in Microsoft Dynamics 365, including marketing capabilities, and the automation of the sales, service, and support lifecycles, and demonstrate capability in Dynamics 365 customer engagement capabilities to move to the next level

Before attending this course, students must have:

– Basic knowledge of business functions like marketing, sales, and services.