Course Outline
Pre-Requisites
Learners should have a fundamental understanding of customer engagement principles and business operations. An understanding of cloud computing is helpful, but isn't necessary.
Lessons
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.
WHO SHOULD ATTEND?
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.
WHAT YOU'LL LEARN
Students will learn to:
- Describe the capabilities and functionality of Dynamics 365 Marketing
- Describe the capabilities and functionality of Dynamics 365 Sales
- Describe the capabilities and functionality of Dynamics 365 Customer Service
- Describe the capabilities and functionality of Dynamics 365 Field Service
- Describe the capabilities and functionality of Dynamics 365 Project Operations (CRM)
COURSE OUTLINE
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
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
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
After completing this module, students will be able to:
- Describe the standard customer service processes and how Dynamics 365 Customer Service addresses 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
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
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
Additional Reading
Please review the content associated with this course on Microsoft Learn. Please note that there is a separate learning path per product.
LABS OUTLINE
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
Lab : Dynamics 365 Sales Capstone Lab
- Create and qualify a Lead
- Manage a sales Opportunity
Lab : Dynamics 365 Capstone Lab
- Create and publish a Knowledge Article
- Manage a support Case through its life cycle
Lab : Dynamics 365 Capstone Lab
- Create a Case and escalate to a Work Order
- Schedule items with Dynamics 365 Field Service
Lab : Dynamics 365 Project Operations Capstone Lab
- Create a project-based Lead
- Manage a project-based Opportunity
- Create a Project Quote and Project Estimate
Cancellation Policy
We require 16 calendar days notice to reschedule or cancel any registration. Failure to provide the required notification will result in 100% charge of the course. If a student does not attend a scheduled course without prior notification it will result in full forfeiture of the funds and no reschedule will be allowed. Within the required notification period, only student substitutions will be permitted. Reschedules are permitted at anytime with 16 or more calendar days notice. Enrollments must be rescheduled within six months of the cancel date or funds on account will be forfeited.
Training Location
Online Classroom
your office
your city,
your province
your country
I would never take another course that starts at 11AM and goes to 9PM again. The way the course was laid out really took away from the capturing of what was presented as it was 5-6 hours of watching a screen before getting to the actual labs. There has to be a better way to lay out this particular course. In my previous course, the lectures were broken up by labs which worked out fantastic and kept you engaged in the course. There were days when in order to actually complete the labs, would go over the 9PM day end time frame. Was able to get the primary labs done, but if you want to get all the content completed, you cannot complete it in the window of this course, you will need to come back on your own time.