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Would you like to learn more about Dynamics 365? In this course, you will get a comprehensive introduction to the customer engagement features of Dynamics 365. You will familiarize yourself with the concept of customer engagement, the key features of the customer engagement apps and the individual customer engagement apps, including Dynamics 365 Customer Insights, Dynamics 365 Sales, Dynamics 365 Customer Service and Dynamics 365 Field Service. You will also learn how Copilot can help you perform customer engagement tasks in Dynamics 365. This course includes lessons and various practice labs.
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Course Contents
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- Explore the core capabilities of Microsoft Dynamics 365 customer engagement apps
- Explore the fundamentals of Microsoft Dynamics 365 Customer Insights
- Explore the fundamentals of Microsoft Dynamics 365 Sales
- Explore the fundamentals of Microsoft Dynamics 365 Customer Service
- Explore the fundamentals of Microsoft Dynamics 365 Field Service
The original Microsoft courseware is made available to you online.
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Target Group
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This course is aimed at those who want to familiarize themselves with the marketing, sales, customer service and field service functions of Dynamics 365 and gain a comprehensive insight. People in different roles and at different career stages will benefit from this foundation course. The course is aimed at IT professionals, business stakeholders, entrepreneurs, students and people who are starting their career or embarking on a new career path or who want to get to know the customer relationship functions of Dynamics 365.
-
Knowledge Prerequisites
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Learners should have a basic understanding of the principles of customer engagement and business processes. An understanding of cloud computing is helpful but not necessary.
-
Course Objective
-
The course helps participants prepare for the MB-910 exam, which is required for the "Microsoft Certified: Dynamics 365 Fundamentals (CRM)" certifications.
| Module 1: Learn the Fundamentals of Dynamics 365 Marketing |
| This module covers the basic concepts of customer engagement and what the customer engagement apps have in common before diving into Dynamics 365 Marketing. We begin with the standard marketing business processes and how Marketing addresses those. Then we examine the product capabilities. Finally, we cover additional marketing apps such as LinkedIn Campaign Manager, Dynamics 365 Customer Voice and Dynamics 365 Customer Insights. |
| Lessons |
| - Get introduced to the Dynamics 365 customer engagement apps |
| - Examine Dynamics 365 Marketing |
| - Describe Dynamics 365 Marketing capabilities |
| - Review Additional Marketing Apps |
| Lab : Working with customer engagement apps |
| Lab : Manage Customers and Activities |
| Lab : Search and filter data |
| Lab : Dynamics 365 Marketing Capstone Lab |
| - Create a marketing email |
| - Create a Segment in Dynamics 365 Marketing |
| - Create a Customer Journey |
| After completing this module, students will be able to: |
| - Describe the customer engagement apps and what they have in common |
| - Describe the standard marketing processes and how Dynamics 365 Marketing addresses them |
| - Describe Dynamics 365 Marketing features and capabilities |
| - Describe additional marketing apps |
| Module 2: Learn the Fundamentals of Dynamics 365 Sales |
| This module provides an introduction to Dynamics 365 Sales. We begin with the standard sales business processes and how Sales addresses those. Then we examine the product capabilities. Finally, we cover additional sales apps such as Sales Insights and Sales Navigator. |
| Lessons |
| - Explore Dynamics 365 Sales |
| - Manage the sales lifecycle with Dynamics 365 Sales |
| - Review additional sales apps |
| Lab : Dynamics 365 Sales Capstone Lab |
| - Create and qualify a Lead |
| - Manage a sales Opportunity |
| After completing this module, students will be able to: |
| - Describe the standard sales processes and how Dynamics 365 Sales addresses them |
| - Describe Dynamics 365 Sales capabilities |
| - Describe additional sales apps such as Sales Insights and Sales Navigator |
| Module 3: Learn the Fundamentals of Dynamics 365 Customer Service |
| This module provides an introduction to Dynamics 365 Customer Service. We begin with the standard customer service business processes and how Customer Service addresses those. Then we examine the product capabilities. Finally, we cover additional customer service apps such as Omnichannel for Customer Service, Dynamics 365 Customer Service Insights, Customer Service Scheduling and Connected Customer Service. |
| Lessons |
| - Examine Dynamics 365 Customer Service |
| - Describe Dynamics Customer Service capabilities |
| - Review additional customer service apps |
| Lab : Dynamics 365 Capstone Lab |
| - Create and publish a Knowledge Article |
| - Manage a support Case through its life cycle |
| After completing this module, students will be able to: |
| - Describe the standard customer service processes and how Dynamics 365 Customer Serviceaddresses them |
| - Describe Dynamics Customer Service capabilities |
| - Describe additional sales apps such as Sales Insights and Sales Navigator |
| Module 4: Learn the Fundamentals of Dynamics 365 Field Service |
| This module provides an introduction to Dynamics 365 Field Service. We begin with the standard field service business processes and how Field Service addresses those. Then we examine the product capabilities, including work order generation, scheduling, inventory management and asset management. |
| Lessons |
| - Examine Dynamics Field Service |
| - Generate Work Orders in Dynamics 365 Field Service |
| - Describe the scheduling capabilities of Dynamics 365 Field Service |
| - Examine the inventory management capabilities of Dynamics 365 Field Service |
| - Review the asset management capabilities of Dynamics 365 Field Service |
| Lab : Dynamics 365 Capstone Lab |
| - Create a Case and escalate to a Work Order |
| - Schedule items with Dynamics 365 Field Service |
| After completing this module, students will be able to: |
| - Describe the standard field service business processes and how Dynamics 365 Field Service addresses |
| - Describe how to generate Work Orders |
| - Describe the scheduling capabilities of Dynamics 365 Field Service |
| - Describe the inventory management capabilities of Dynamics 365 Field Service |
| - Describe the asset management capabilities of Dynamics 365 Field Service |
| Module 5: Learn the Fundamentals of Dynamics 365 Project Operations (CRM) |
| This module provides an introduction to the customer engagement aspects of Dynamics 365 Project Operations. We begin with the standard project-based business processes and how Project Operations addresses those. Then we examine the product capabilities, including sales, project management, and resource utilization. |
| Lessons |
| - Examine Dynamics 365 Project Operations |
| - Describe the sales capabilities of Dynamics 365 Project Operations |
| - Plan projects with Dynamics 365 Project Operations |
| - Review the resource utilization capabilities of Dynamics 365 Project Operations |
| Lab : Dynamics 365 Project Operations Capstone Lab |
| - Create a project-based Lead |
| - Manage a project-based Opportunity |
| - Create a Project Quote and Project Estimate |
| After completing this module, students will be able to: |
| - Describe project-based customer engagement processes addressed by Dynamics 365 Project Operations |
| - Describe the sales capabilities of Dynamics 365 Project Operations |
| - Describe the project management capabilities of Dynamics 365 Project Operations |
| - Describe the resource utilization capabilities of Dynamics 365 Project Operations |
-
Classroom training
- Do you prefer the classic training method? A course in one of our Training Centers, with a competent trainer and the direct exchange between all course participants? Then you should book one of our classroom training dates!
-
Online training
- You wish to attend a course in online mode? We offer you online course dates for this course topic. To attend these seminars, you need to have a PC with Internet access (minimum data rate 1Mbps), a headset when working via VoIP and optionally a camera. For further information and technical recommendations, please refer to.
-
Tailor-made courses
-
You need a special course for your team? In addition to our standard offer, we will also support you in creating your customized courses, which precisely meet your individual demands. We will be glad to consult you and create an individual offer for you.
You can find the complete description of this course with dates and prices ready for download at as PDF.-
Would you like to learn more about Dynamics 365? In this course, you will get a comprehensive introduction to the customer engagement features of Dynamics 365. You will familiarize yourself with the concept of customer engagement, the key features of the customer engagement apps and the individual customer engagement apps, including Dynamics 365 Customer Insights, Dynamics 365 Sales, Dynamics 365 Customer Service and Dynamics 365 Field Service. You will also learn how Copilot can help you perform customer engagement tasks in Dynamics 365. This course includes lessons and various practice labs.
-
Course Contents
-
- Explore the core capabilities of Microsoft Dynamics 365 customer engagement apps
- Explore the fundamentals of Microsoft Dynamics 365 Customer Insights
- Explore the fundamentals of Microsoft Dynamics 365 Sales
- Explore the fundamentals of Microsoft Dynamics 365 Customer Service
- Explore the fundamentals of Microsoft Dynamics 365 Field Service
The original Microsoft courseware is made available to you online.
-
Target Group
-
This course is aimed at those who want to familiarize themselves with the marketing, sales, customer service and field service functions of Dynamics 365 and gain a comprehensive insight. People in different roles and at different career stages will benefit from this foundation course. The course is aimed at IT professionals, business stakeholders, entrepreneurs, students and people who are starting their career or embarking on a new career path or who want to get to know the customer relationship functions of Dynamics 365.
-
Knowledge Prerequisites
-
Learners should have a basic understanding of the principles of customer engagement and business processes. An understanding of cloud computing is helpful but not necessary.
-
Course Objective
-
The course helps participants prepare for the MB-910 exam, which is required for the "Microsoft Certified: Dynamics 365 Fundamentals (CRM)" certifications.
| Module 1: Learn the Fundamentals of Dynamics 365 Marketing |
| This module covers the basic concepts of customer engagement and what the customer engagement apps have in common before diving into Dynamics 365 Marketing. We begin with the standard marketing business processes and how Marketing addresses those. Then we examine the product capabilities. Finally, we cover additional marketing apps such as LinkedIn Campaign Manager, Dynamics 365 Customer Voice and Dynamics 365 Customer Insights. |
| Lessons |
| - Get introduced to the Dynamics 365 customer engagement apps |
| - Examine Dynamics 365 Marketing |
| - Describe Dynamics 365 Marketing capabilities |
| - Review Additional Marketing Apps |
| Lab : Working with customer engagement apps |
| Lab : Manage Customers and Activities |
| Lab : Search and filter data |
| Lab : Dynamics 365 Marketing Capstone Lab |
| - Create a marketing email |
| - Create a Segment in Dynamics 365 Marketing |
| - Create a Customer Journey |
| After completing this module, students will be able to: |
| - Describe the customer engagement apps and what they have in common |
| - Describe the standard marketing processes and how Dynamics 365 Marketing addresses them |
| - Describe Dynamics 365 Marketing features and capabilities |
| - Describe additional marketing apps |
| Module 2: Learn the Fundamentals of Dynamics 365 Sales |
| This module provides an introduction to Dynamics 365 Sales. We begin with the standard sales business processes and how Sales addresses those. Then we examine the product capabilities. Finally, we cover additional sales apps such as Sales Insights and Sales Navigator. |
| Lessons |
| - Explore Dynamics 365 Sales |
| - Manage the sales lifecycle with Dynamics 365 Sales |
| - Review additional sales apps |
| Lab : Dynamics 365 Sales Capstone Lab |
| - Create and qualify a Lead |
| - Manage a sales Opportunity |
| After completing this module, students will be able to: |
| - Describe the standard sales processes and how Dynamics 365 Sales addresses them |
| - Describe Dynamics 365 Sales capabilities |
| - Describe additional sales apps such as Sales Insights and Sales Navigator |
| Module 3: Learn the Fundamentals of Dynamics 365 Customer Service |
| This module provides an introduction to Dynamics 365 Customer Service. We begin with the standard customer service business processes and how Customer Service addresses those. Then we examine the product capabilities. Finally, we cover additional customer service apps such as Omnichannel for Customer Service, Dynamics 365 Customer Service Insights, Customer Service Scheduling and Connected Customer Service. |
| Lessons |
| - Examine Dynamics 365 Customer Service |
| - Describe Dynamics Customer Service capabilities |
| - Review additional customer service apps |
| Lab : Dynamics 365 Capstone Lab |
| - Create and publish a Knowledge Article |
| - Manage a support Case through its life cycle |
| After completing this module, students will be able to: |
| - Describe the standard customer service processes and how Dynamics 365 Customer Serviceaddresses them |
| - Describe Dynamics Customer Service capabilities |
| - Describe additional sales apps such as Sales Insights and Sales Navigator |
| Module 4: Learn the Fundamentals of Dynamics 365 Field Service |
| This module provides an introduction to Dynamics 365 Field Service. We begin with the standard field service business processes and how Field Service addresses those. Then we examine the product capabilities, including work order generation, scheduling, inventory management and asset management. |
| Lessons |
| - Examine Dynamics Field Service |
| - Generate Work Orders in Dynamics 365 Field Service |
| - Describe the scheduling capabilities of Dynamics 365 Field Service |
| - Examine the inventory management capabilities of Dynamics 365 Field Service |
| - Review the asset management capabilities of Dynamics 365 Field Service |
| Lab : Dynamics 365 Capstone Lab |
| - Create a Case and escalate to a Work Order |
| - Schedule items with Dynamics 365 Field Service |
| After completing this module, students will be able to: |
| - Describe the standard field service business processes and how Dynamics 365 Field Service addresses |
| - Describe how to generate Work Orders |
| - Describe the scheduling capabilities of Dynamics 365 Field Service |
| - Describe the inventory management capabilities of Dynamics 365 Field Service |
| - Describe the asset management capabilities of Dynamics 365 Field Service |
| Module 5: Learn the Fundamentals of Dynamics 365 Project Operations (CRM) |
| This module provides an introduction to the customer engagement aspects of Dynamics 365 Project Operations. We begin with the standard project-based business processes and how Project Operations addresses those. Then we examine the product capabilities, including sales, project management, and resource utilization. |
| Lessons |
| - Examine Dynamics 365 Project Operations |
| - Describe the sales capabilities of Dynamics 365 Project Operations |
| - Plan projects with Dynamics 365 Project Operations |
| - Review the resource utilization capabilities of Dynamics 365 Project Operations |
| Lab : Dynamics 365 Project Operations Capstone Lab |
| - Create a project-based Lead |
| - Manage a project-based Opportunity |
| - Create a Project Quote and Project Estimate |
| After completing this module, students will be able to: |
| - Describe project-based customer engagement processes addressed by Dynamics 365 Project Operations |
| - Describe the sales capabilities of Dynamics 365 Project Operations |
| - Describe the project management capabilities of Dynamics 365 Project Operations |
| - Describe the resource utilization capabilities of Dynamics 365 Project Operations |
-
Classroom training
- Do you prefer the classic training method? A course in one of our Training Centers, with a competent trainer and the direct exchange between all course participants? Then you should book one of our classroom training dates!
-
Online training
- You wish to attend a course in online mode? We offer you online course dates for this course topic. To attend these seminars, you need to have a PC with Internet access (minimum data rate 1Mbps), a headset when working via VoIP and optionally a camera. For further information and technical recommendations, please refer to.
-
Tailor-made courses
-
You need a special course for your team? In addition to our standard offer, we will also support you in creating your customized courses, which precisely meet your individual demands. We will be glad to consult you and create an individual offer for you.
You can find the complete description of this course with dates and prices ready for download at as PDF.