Exploring Dynamics 365 CRM: Your Gateway to Career Success
In the ever-evolving landscape of modern business, staying ahead of the curve is not just an advantage – it’s a necessity. Introducing Dynamics 365 CRM, your gateway to a world of customer engagement excellence. This course, Microsoft Dynamics 365 Fundamentals, is your passport to unlocking a brighter future in marketing, sales, customer service, and field service.
Your Journey Starts Here
Imagine a world where you understand customer engagement on a profound level. This course is your ticket to that realm. Whether you’re an IT professional, a forward-thinking entrepreneur, a student on the verge of graduation, or someone seeking a career change, Dynamics 365 CRM offers you the key to a world of opportunities. And the best part? No prerequisites are required – just your eagerness to learn.
Elevate Your Game
From deciphering the foundations of Dynamics 365 to exploring its various applications, this course equips you with a comprehensive understanding of CRM. Dive into the intricacies of marketing, sales, customer service, and field service, and discover how these capabilities can revolutionize your career. As you journey through this course, you’re not just learning – you’re investing in your future. Dynamics 365 CRM is not just a software; it’s your stepping stone to a world of possibilities. Are you ready to unlock your potential? Your journey begins here.
Course Details
Course Code: MB-910T00; Duration: 1 day; Instructor-led
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, the core capabilities of customer engagement apps as well as with each of the customer engagement apps, including Dynamics 365 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Service and Dynamics 365 Field Service. This course will include lecture as well as hands-on-labs.
Audience
The Microsoft Dynamics 365 Fundamentals (CRM) course is targeted to those looking to familiarize themselves with and gain a broad exposure to the marketing, sales, customer service, and field service capabilities of Dynamics 365.
This audience wants to explore the features and capabilities of Microsoft Dynamics 365 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Service, and Dynamics 365 Field Service.
People in various roles and stages in their careers can benefit from this fundamentals course. The course is designed for IT professionals, business stakeholders, entrepreneurs, students, and people starting or changing careers who want to be exposed to the marketing, sales, customer service, and field service capabilities of Dynamics 365.
Â
Prerequisites
None. An understanding of cloud computing is helpful but isn’t necessary.
Methodology
This program will be conducted with interactive lectures, PowerPoint presentation, discussion and practical exercise.
Course Objectives
–
Outlines
Module 1: Describe the foundations of Dynamics 365 customer engagement apps
This module introduces learners to the customer engagement applications for Dynamics 365, the individual apps and how they relate to Microsoft Power Platform and Microsoft Dataverse.
Lessons
- Introduction
- 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
- Navigate to and within Dynamics 365 customer engagement apps
- Knowledge check
- Summary and resources
After completing this module, you will be able to:
- Describe use cases for Dynamics 365
- Describe how the Microsoft Power Platform relates to Dynamics 365 apps
- Explain what Microsoft Dataverse is and how it is used by Dynamics 365 customer engagement apps
- Describe the different Dynamics 365 customer engagement apps
- Describe options for accessing Dynamics 365 customer engagement apps
Module 2: Describe shared activities and integration options in Dynamics 365 customer engagement apps
In this module, learners will be introduced to activities and integration options across the customer engagement apps for Dynamics 365.
Lessons
- Introduction
- Describe customers and activities
- Exercise: Manage customers and activities
- Describe search criteria and filters
- Describe reporting capabilities including charts, dashboards, and views
- Describe Excel integrations
- Describe Microsoft Teams integration
- Describe Outlook integration
- Knowledge check
- Summary and resources
After completing this module, you will be able to:
- Work with customers and manage activities
- Explore different reporting options
- Describe the available integration options
Module 3: Explore Dynamics 365 Marketing
This module introduces learners to Dynamics 365 Marketing with a focus on email marketing, segments, customer journeys and lead generation and qualification.
Lessons
- Introduction
- Describe use cases for Dynamics 365 Marketing
- Explore a Dynamics 365 Marketing business scenario
- Describe email marketing
- Describe how to target customers by using marketing lists and segments
- Describe customer journeys
- Describe lead generation and qualification
- Describe use cases for marketing forms
- Describe event management features and capabilities
- Knowledge check
- Summary and resources
After completing this module, you will be able to:
- Identify use cases for Dynamics 365 Marketing
- Explain email marketing
- Describe how to target customers with segments
- Explain how to create and leverage customer journeys in Dynamics 365 Marketing
- Describe lead generation and qualification
Module 4: Describe Dynamics 365 Marketing apps
This module introduces learners to other applications that augment Dynamics 365 Marketing capabilities such as Dynamics 365 Customer Voice and Dynamics 365 Customer Insights.
Lessons
- Introduction
- Explore a Dynamics 365 Marketing related apps business scenario
- Describe use cases for and capabilities of Dynamics 365 Customer Insights
- Describe use cases for and capabilities of Dynamics 365 Customer Voice
- Knowledge check
- Summary and resources
After completing this module, you will be able to:
- Describe when other marketing applications may be required
- Describe how to use Customer Insights to create more targeted customer segments that can be brought into Dynamics 365 Marketing
- Describe how to capture customer feedback with Customer Voice
Module 5: Explore Dynamics 365 Sales
This module introduces learners to Dynamics 365 Sales focusing on managing leads, lead qualification, opportunities and sales orders as part of the standard sales lifecycle..
Lessons
- Introduction
- Describe use cases for Dynamics 365 Sales
- Review the sales lifecycle
- Explore a Dynamics 365 Sales business scenario
- Describe leads and the process for qualifying leads
- Describe the opportunity management process
- Exercise: Lab: Work with leads and opportunities
- Describe Dynamics 365 Sales business process flows
- Describe sales order processing
- Knowledge check
- Summary and resources
After completing this module, you will be able to:
- Describe the typical sales lifecycle process looks like and how an organization might use it to manage their sales
- Describe the tools provided in Dynamics 365 Sales to assist organizations in creating, managing, and qualifying potential sales leads
- Describe the process for creating and managing opportunities
- Describe how Dynamics 365 Sales uses business process flows to provide sellers assistance while managing sales opportunities
- Describe the options available for building and delivering quotes using Dynamics 365 Sales
- Describe how to use orders and invoices
Module 6: Describe Dynamics 365 Sales capabilities and related apps
This module introduces learners to sales forecasting, LinkedIn Sales Navigator and Dynamics 365 Sales Insights and Viva Sales.
Lessons
- Introduction
- Identify additional Dynamics 365 Sales capabilities and related apps
- Explore a Dynamics 365 Sales related apps business scenario
- Describe sales pipeline and forecasting concepts
- Describe use cases for and capabilities of Sales Insights
- Describe use cases for and capabilities of LinkedIn Sales Navigator
- Describe the Dynamics 365 Sales mobile app
- Describe Viva Sales
- Knowledge check
- Summary and resources
After completing this module, you will be able to:
- Identify cases where additional sales apps could be leveraged
- Examine the sales pipeline and forecasting available in Dynamics 365 Sales
- Describe the capabilities of Dynamics 365 Sales Insights
- Describe the capabilities of LinkedIn Sales Navigator
- Examine the Dynamics 365 Sales mobile application
- Describe the capabilities of Microsoft Viva Sales
Module 7: Explore Dynamics 365 Customer Service
This module introduces learners to Dynamics 365 Customer Service, focusing on core elements such as cases, case lifecycle, queues, business process flows and Service-level agreements.
Lessons
- Introduction
- Describe use cases for Dynamics 365 Customer Service
- Explore a Dynamics 365 Customer Service business scenario
- Describe the case lifecycle including service-level agreements (SLAs) and entitlements
- Describe the functionality for workload management
- Describe Dynamics 365 Customer Service business process flows
- Describe knowledge management in Dynamics 365 Customer Service
- Knowledge check
- Summary and resources
After completing this module, you will be able to:
- Identify use cases for Dynamics 365 Customer Service
- Explain the case lifecycle
- Examine how to manage queues
- Dynamics 365 Customer Service business process flows
- Describe Service-Level agreements (SLAs) and entitlement
Module 8: Describe Dynamics 365 Customer Service capabilities and related apps
This module introduces learners to Omnichannel for Customer Service, reporting and data visualization and Dynamics 365 Customer Voice for Dynamics 365 Customer Service.
Lessons
- Introduction
- Explore a Dynamics 365 Customer Service-related apps business scenario
- Describe Omnichannel for Customer Service
- Describe reporting and data visualization options in Dynamics 365 Customer Service
- Describe Dynamics Customer Voice use cases for customer service
- Knowledge check
- Summary and resources
After completing this module, you will be able to:
- Describe Omnichannel for Dynamics 365 Customer Service
- Explain reporting and visualization options in Dynamics 365 Customer Service
- Describe Dynamics 365 Customer Voice use cases for Dynamics 365 Customer Service
Module 9: Explore Dynamics 365 Field Service
This module introduces learners to Dynamics 365 Field Service, focusing on work orders, inspections and the Field Service mobile app.
Lessons
- Introduction
- Describe use cases for Dynamics 365 Field Service
- Explore a Dynamics 365 Field Service business scenario
- Describe the work order lifecycle
- Describe inspections in Dynamics 365 Field Service
- Describe the Dynamics 365 Field Service mobile app
- Knowledge check
- Summary and resources
After completing this module, you will be able to:
- Describe a typical field service lifecycle
- Examine the lifecycle of a work order
- Explain inspections
- Describe the Field Service mobile app
Module 10: Describe Dynamics 365 Field Service scheduling capabilities and related apps
This module introduces learners to the scheduling capabilities of Dynamics 365 Field Service. It also discusses asset management and Connected Field Service.
Lessons
- Introduction
- Describe resource and scheduling processes
- Explore a Dynamics 365 Field Service-related apps business scenario
- Describe asset management and customer assets
- Describe Connected Field Service for Dynamics 365
- Knowledge check
- Summary and resources
After completing this module, you will be able to:
- Describe the scheduling capabilities available in Dynamics 365 Field Service
- Schedule qualified resources
- Describe the asset management capabilities available
- Explain the relationship between Customer Assets and Connected Field Service
