This course provides an introduction to the customer engagement features of Dynamics 365. It covers key CRM applications such as marketing, sales, customer service, field service, and project management, as well as their role in customer relationship management.
Objectives
By the end of the training, participants will be able to understand the key customer engagement applications in Dynamics 365 and identify how they are used to manage marketing, sales, customer service, and field operations.
Is it for you ?
This course is designed for IT professionals, business users, and anyone interested in learning the basics of Dynamics 365 and understanding its key customer engagement applications.
Prerequisite
There are no prerequisites for this course.
Your benefits
Content
Fundamentals of Dynamics 365 Customer Engagement Apps
- Customer Relationship Management (CRM)
- Microsoft Power Platform and Dynamics 365 Customer Engagement apps
- Microsoft Dataverse and Dynamics 365 Customer Engagement apps
- Dynamics 365 Customer Engagement apps use cases
- Copilot in Dynamics 365 Customer Engagement apps
- Accessing and using Dynamics 365 Customer Engagement apps
Shared activities and integration options in Dynamics 365 Customer Engagement apps
- Customers and activities
- Search criteria and filters
- Reporting features, including charts, dashboards, and views
- Microsoft Excel and Microsoft Word integrations
- Microsoft SharePoint integration
- Microsoft Teams integration
- Microsoft Outlook integration
Dynamics 365 Customer Insights – Journeys
- Dynamics 365 Customer Insights – Journeys use cases
- A Dynamics 365 Customer Insights – Journeys business scenario
- Email marketing
- Targeting customers using marketing lists and segments
- Customer journeys
- Lead generation and qualification
- Marketing forms use cases
- Event management features and capabilities
See more + / -
Dynamics 365 Customer Insights – Data
- Key features of Dynamics 365 Customer Insights – Data
- A Dynamics 365 Customer Insights – Data business scenario
- Unified customer profiles
- Measures, segments, and predictions
- Consuming Dynamics 365 Customer Insights – Data in other applications
Dynamics 365 Sales
- Dynamics 365 Sales use cases
- The sales lifecycle
- A Dynamics 365 Sales business scenario
- Leads and the lead qualification process
- Product catalog
- Opportunity management process
- Sales order processing
- Dynamics 365 Sales business process flows
- Sales accelerator
- Using Copilot in Dynamics 365 Sales
Dynamics 365 Sales features and associated applications
- Dynamics 365 Sales and associated applications features
- A business scenario related to Dynamics 365 Sales applications
- Sales pipeline and forecasting concepts
- Sales Insights use cases and capabilities
- LinkedIn Sales Insights use cases and features
- Dynamics 365 Sales mobile app
- Microsoft Sales Copilot
Dynamics 365 Customer Service
- Dynamics 365 Customer Service use cases
- A Dynamics 365 Customer Service business scenario
- Case lifecycle, including Service Level Agreements (SLAs) and entitlements
- Workload management functionality
- Knowledge management in Dynamics 365 Customer Service
- Copilot use cases in Dynamics 365 Customer Service
Dynamics 365 Customer Service features and associated applications
- A business scenario for Dynamics 365 Customer Service-related applications
- Omnichannel for Customer Service
- Omnichannel historical analytics
- Dynamics 365 Productivity Tools app
- Reporting and data visualization options in Dynamics 365 Customer Service
Dynamics 365 Field Service
- Dynamics 365 Field Service use cases
- A Dynamics 365 Field Service business scenario
- Work order lifecycle
- Dynamics 365 Field Service for Outlook for creating and scheduling work orders
- Inspections in Dynamics 365 Field Service
- Dynamics 365 Field Service mobile app
Dynamics 365 Field Service scheduling features and associated applications
- Resources and scheduling processes
- A business scenario related to Dynamics 365 Field Service applications
- Asset management and customer assets
- Connected Field Service for Dynamics 365
Notes
Some product names are kept in English (Sales, Journeys, etc.), as is standard in Microsoft's French documentation.
💡 Informations utiles
Our training programs are delivered in private sessions tailored to your needs—on-site at your location, virtually, or in our training rooms. Dates, schedules, language, and format are all fully customizable to fit your team. Ready to get started? Fill out the request form below to plan your training or receive a personalized proposal—our team will be happy to connect with you shortly.
Trainers
Private or personalized training
Do you have several employees interested in the same training course? Whether in person at your offices or remotely in virtual mode, we offer private training courses tailored to your team's needs. Group rates are available. Contact us for more details or request a quote online.
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