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, students, 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
Describe the fundamentals of Dynamics 365 customer engagement apps
- Describe customer relationship management
- Describe Microsoft Power Platform and Dynamics 365 customer engagement apps
- Describe Microsoft Dataverse and Dynamics 365 customer engagement apps
- Describe use cases for Dynamics 365 customer engagement apps
- Describe Copilot in Dynamics 365 customer engagement apps
- Access and use Dynamics 365 customer engagement apps
Describe shared activities and integration options in Dynamics 365 customer engagement apps
- Describe customers and activities
- Describe search criteria and filters
- Describe reporting features, including charts, dashboards, and views
- Describe Microsoft Excel and Microsoft Word integrations
- Describe Microsoft SharePoint integration
- Describe Microsoft Teams integration
- Describe Microsoft Outlook integration
See more + / -
Discover Dynamics 365 Customer Insights – Journeys
- Describe use cases for Dynamics 365 Customer Insights – Journeys
- Discover a Dynamics 365 Customer Insights – Journeys business scenario
- Describe email marketing
- Describe how to target customers using marketing lists and segments
- Describe customer journeys
- Describe lead generation and qualification
- Describe marketing form use cases
- Describe event management features and capabilities
Describe Dynamics 365 Customer Insights – Data
- Describe the core features of Dynamics 365 Customer Insights – Data
- Discover a Dynamics 365 Customer Insights – Data business scenario
- Describe unified customer profiles
- Describe measures, segments, and predictions
- Describe consumption of Dynamics 365 Customer Insights – Data in other apps
Discover Dynamics 365 Sales
- Describe use cases for Dynamics 365 Sales
- Review the sales lifecycle
- Discover a Dynamics 365 Sales business scenario
- Describe leads and the lead qualification process
- Describe the product catalog
- Describe the opportunity management process
- Describe sales order processing
- Describe Dynamics 365 Sales business process flows
- Describe the sales accelerator
- Describe the use of Copilot in Dynamics 365 Sales
Describe Dynamics 365 Sales features and associated apps
- Identify additional features of Dynamics 365 Sales and associated apps
- Discover a business scenario related to Dynamics 365 Sales apps
- Describe sales pipeline and forecasting concepts
- Describe use cases and capabilities of Sales Insights
- Describe use cases and features of LinkedIn Sales Insights
- Describe the Dynamics 365 Sales mobile app
- Describe Microsoft Sales Copilot
Discover Dynamics 365 Customer Service
- Describe use cases for Dynamics 365 Customer Service
- Discover a Dynamics 365 Customer Service business scenario
- Describe the case lifecycle, including service level agreements (SLAs) and entitlements
- Describe the workload management feature
- Describe knowledge management in Dynamics 365 Customer Service
- Describe use cases for Copilot in Dynamics 365 Customer Service
Describe Dynamics 365 Customer Service features and associated apps
- Discover a business scenario for Dynamics 365 Customer Service-related apps
- Describe Omnichannel for Customer Service
- Describe omnichannel historical analytics
- Describe the Dynamics 365 Productivity Tools app
- Describe reporting and data visualization options in Dynamics 365 Customer Service
Discover Dynamics 365 Field Service
- Describe use cases for Dynamics 365 Field Service
- Discover a Dynamics 365 Field Service business scenario
- Describe the work order lifecycle
- Describe the Dynamics 365 Field Service for Outlook app for work order creation and scheduling
- Describe inspections in Dynamics 365 Field Service
- Describe the Dynamics 365 Field Service mobile app
Describe Dynamics 365 Field Service scheduling features and associated apps
- Describe resource and scheduling processes
- Discover a business scenario related to Dynamics 365 Field Service apps
- Describe asset management and customer assets
- Describe Connected Field Service for Dynamics 365
💡 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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