Do you want to learn more about Dynamics 365? 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.
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 as well as students, recent graduates, and people changing careers who want to leverage Dynamics 365 to move to the next level.
Learners should have a fundamental understanding of customer engagement principles and business operations. An understanding of cloud computing is helpful, but isn't necessary.
This module introduces learners to the customer engagement applications for Dynamics 365. You will be introduced to the individual apps, learn how to navigate through them and to locate and filter data.
After completing this module, you'll be able to:
In this module, learners will be introduced to the common capabilities and activities across the customer engagement apps for Dynamics 365.
After completing this module, you'll be able to:
This module introduces learners to Dynamics 365 Marketing with a focus on email marketing, customer segmentation and customer journeys.
After completing this module, you'll be able to:
This module introduces learners to the event management capabilities of Dynamics 365 Customer Service. It also discusses Dynamics 365 Customer Voice and Dynamics 365 Customer Insights.
After completing this module, you'll be able to:
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.
After completing this module, you'll be able:
This module introduces learners to sales forecasting, LinkedIn Sales Navigator and Dynamics 365 Sales Insights.
After completing this module, you'll be able to:
This module introduces learners to Dynamics 365 Customer Service, focusing on core elements such as cases, case lifecycle, queues and Service-level agreements (SLAs)
After completing this module, you'll be able to:
This module introduces learners to the knowledge management capabilities of Dynamics 365 Customer Service. It also covers Omnichannel for Customer Service and historical analytics.
After completing this module, you'll be able to:
This module introduces learners to Dynamics 365 Field Service, focusing on work orders and inspections.
After completing this module, you'll be able to:
This module introduces learners to the scheduling capabilities of Dynamics 365 Field Service. It also discusses asset management and Connected Field Service.
After completion of this module, you'll be able to:
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