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.
Navigate the Dynamics 365 customer engagement apps
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.
Module2- Explore common Dynamics 365 activities and integration options
In this module, learners will be introduced to the common capabilities and activities across the customer engagement apps for Dynamics 365.
Module3 - Explore Dynamics 365 Marketing
This module introduces learners to Dynamics 365 Marketing with a focus on email marketing, customer segmentation and customer journeys.
Module4 - Explore other marketing capabilities and apps
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.
Module5 - 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.:
Module6 - Use sales capabilities
This module introduces learners to sales forecasting, LinkedIn Sales Navigator and Dynamics 365 Sales Insights.
Module7 - Explore Dynamics 365 Customer Service
In this module you will:
Module8 - Examine knowledge management in Dynamics 365 Customer Service and related apps
This module introduces learners to the knowledge management capabilities of Dynamics 365 Customer Service. It also covers Omnichannel for Customer Service and historical analytics.
Module9 - Explore Dynamics 365 Field Service
In this module, you will:
Module10 - Describe the scheduling process
In this module, you will:
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 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.
Navigate the Dynamics 365 customer engagement apps
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.
Module2- Explore common Dynamics 365 activities and integration options
In this module, learners will be introduced to the common capabilities and activities across the customer engagement apps for Dynamics 365.
Module3 - Explore Dynamics 365 Marketing
This module introduces learners to Dynamics 365 Marketing with a focus on email marketing, customer segmentation and customer journeys.
Module4 - Explore other marketing capabilities and apps
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.
Module5 - 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.:
Module6 - Use sales capabilities
This module introduces learners to sales forecasting, LinkedIn Sales Navigator and Dynamics 365 Sales Insights.
Module7 - Explore Dynamics 365 Customer Service
In this module you will:
Module8 - Examine knowledge management in Dynamics 365 Customer Service and related apps
This module introduces learners to the knowledge management capabilities of Dynamics 365 Customer Service. It also covers Omnichannel for Customer Service and historical analytics.
Module9 - Explore Dynamics 365 Field Service
In this module, you will:
Module10 - Describe the scheduling process
In this module, you will:
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.