Navigate the Dynamics 365 customer engagement apps
This module introduces learners to the customer engagement applications for Dynamics 365. You will be introduced to the individual apps, learn how to navigate through them and to locate and filter data.
- Describe use cases for Dynamics 365
- Explain what Microsoft Dataverse is and how it is used
- Examine the different Dynamics 365 CRM Apps
- Review options for accessing applications
- Locate and filter data in Dynamics 365
Module2- Explore common Dynamics 365 activities and integration options
In this module, learners will be introduced to the common capabilities and activities across the customer engagement apps for Dynamics 365.
- Work with customers and manage activities
- Explore different reporting options
- Describe the different integration options available
Module3 – Explore Dynamics 365 Marketing
This module introduces learners to Dynamics 365 Marketing with a focus on email marketing, customer segmentation and customer journeys.
- Identify use cases for Dynamics 365 Marketing
- Explain email marketing
- Describe how to target customers with segments
- Explain how to create and leverage customer journeys in Dynamics 365 Marketing
- Describe lead generation and qualification
Module4 – Explore other marketing capabilities and apps
This module introduces learners to the event management capabilities of Dynamics 365 Customer Service. It also discusses Dynamics 365 Customer Voice and Dynamics 365 Customer Insights.
- Examine the event management capabilities available
- Explain Dynamics 365 Customer Voice
- Describe Dynamics 365 Customer Insights
Module5 – Explore Dynamics 365 Sales
This module introduces learners to Dynamics 365 Sales focusing on managing leads, lead qualification, opportunities and sales orders as part of the standard sales lifecycle.:
- Explain Dynamics 365 Sales features and functionality
- Review a typical sales lifecycle
- Describe leads and the qualification process
- Examine the opportunity management process
- Explain sales order processing with Dynamics 365 Sales
Module6 – Use sales capabilities
This module introduces learners to sales forecasting, LinkedIn Sales Navigator and Dynamics 365 Sales Insights.
- Explain Dynamics 365 Sales forecasting
- Describe LinkedIn Sales Navigator
- Explain Dynamics 365 Sales Insights
Module7 – Explore Dynamics 365 Customer Service
In this module you will:
- Identify use cases for Dynamics 365 Customer Service
- Explain the case lifecycle
- Examine how to manage Queues
- Describe Service-Level agreements (SLAs) and entitlements
Module8 – Examine knowledge management in Dynamics 365 Customer Service and related apps
This module introduces learners to the knowledge management capabilities of Dynamics 365 Customer Service. It also covers Omnichannel for Customer Service and historical analytics.
- Describe Knowledge Management
- Describe Omnichannel for Customer Service
- Explain the Customer Service Historical Analytic Reports
Module9 – Explore Dynamics 365 Field Service
In this module, you will:
- Describe field service
- Examine the lifecycle of a work order
- Describe inspections
Module10 – Describe the scheduling process
In this module, you will:
- Describe the scheduling capabilities available in Dynamics 365 Field Service
- Schedule qualified resources
- Describe the asset management capabilities available
- Explain the relationship between Customer Assets and Connected Field Service