Understand Dynamics 365 CRM apps and their business use cases
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.
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.
Prerequisites
There are no prerequisites for this course.
What You'll Walk Away With
- ✓ Understand core CRM concepts and Dynamics 365 business use cases
- ✓ Identify key features across Sales, Marketing, Customer Service, and Field Service modules
- ✓ Leverage integrations with Microsoft 365 tools such as Teams, Outlook, Excel, and SharePoint
- ✓ Analyze customer data using Customer Insights and reporting tools
- ✓ Use Copilot capabilities to enhance productivity and business processes
Training content
1 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
2 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
3 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
4 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
5 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
6 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
7 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
8 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
9 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
10 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
Keep in Mind
Some product names are kept in English (Sales, Journeys, etc.), as is standard in Microsoft's French documentation.
📌 Practical information
Our training sessions are available as private sessions, delivered in person at your premises, in a virtual format, or in our training rooms according to your needs.
Dates, schedules, language of instruction, and formats are fully customizable for your team.
To schedule a training session or request a proposal, please fill out the request form below and our team will get back to you shortly.