This course will provide you with a broad introduction to the customer engagement capabilities of Dynamics 365. You will become familiar with the concept of customer engagement, as well as each of the customer engagement apps, including Dynamics 365 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, and the customer relationship management (CRM) capabilities of Dynamics 365 Project Operations. This course will include lecture as well as hands-on labs. This course may earn a Credly Badge.

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* Actual course outline may vary depending on offering center. Contact your sales representative for more information.

Learning Objectives

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
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
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
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
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

1

  • LEARN THE FUNDAMENTALS OF DYNAMICS 365 MARKETING

  • Get introduced to the Dynamics 365 customer engagement apps

    Examine Dynamics 365 Marketing

    Describe Dynamics 365 Marketing capabilities

    Review Additional Marketing Apps

2

  • LEARN THE FUNDAMENTALS OF DYNAMICS 365 SALES

  • Explore Dynamics 365 Sales

    Manage the sales lifecycle with Dynamics 365 Sales

    Review additional sales apps

3

  • LEARN THE FUNDAMENTALS OF DYNAMICS 365 CUSTOMER SERVICE

  • Examine Dynamics 365 Customer Service

    Describe Dynamics Customer Service capabilities

    Review additional customer service apps

4

  • LEARN THE FUNDAMENTALS OF DYNAMICS 365 FIELD SERVICE

  • 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

5

  • LEARN THE FUNDAMENTALS OF DYNAMICS 365 PROJECT OPERATIONS (CRM)

  • 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

Audience

People in different roles and at various stages in their careers can benefit from this fundamentals course. This includes IT professionals, business stakeholders and others who want to be exposed to the customer engagement capabilities of Dynamics 365, students, recent graduates, and people changing careers who want to leverage Dynamics 365 to move to the next level.

Language

English

Prerequisites

$695

Length: 1.0 day (8 hours)

Level:

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30
Oct
Monday
9:00 AM ET -
5:00 PM ET
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01
Feb
Thursday
8:00 AM PT -
4:00 PM PT
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20
Jun
Thursday
9:00 AM ET -
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