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Overview

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.
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What You'll Learn

  • 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
  • Work with customers and manage activities
  • Explore different reporting options
  • Describe the available integration options
  • 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
  • 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
  • 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
  • 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
  • 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 entitlements
  • 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
  • Describe a typical field service lifecycle
  • Examine the lifecycle of a work order
  • Explain inspections
  • Describe the Field Service mobile app
  • 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

Who Should Attend

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 how customer engagement apps (CRM) for Dynamics 365 can be used to:

  • Unify profiles and tailor targeted customer journeys by using Dynamics 365 Customer Insights apps.
  • Efficiently assist users through the complete sales order lifecycle by using Dynamics 365 Sales.
  • Assist agents with case management through the complete customer support lifecycle by using Dynamics 365 Customer Service.
  • Schedule and complete work orders by using Dynamics 365 Field Service.
  • Evaluate how Copilot can assist with each of these. 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 customer relationship capabilities of Dynamics 365.
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Prerequisites

N/A

Learning Journey

Want to boost your career in Microsoft? Click on the roles below to see the learning pathways, specially designed to give you the skills to succeed.

  • Dynamics 365 Consultant
  • Dynamics 365 Developer
  • Dynamics 365 Solution Architect
  • ERP Analyst
  • ERP Architect
  • ERP Developer
  • Power Platform Architect
  • Solution Architect

Dynamics 365 Consultant

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Fundamentals

MB-910T00 : Microsoft Dynamics 365 Fundamentals (CRM)

Course Duration

1 Day

Certification

Intermediate

MB-300T00 : Microsoft Dynamics 365: Core Finance and Operations

Course Duration

2 Days

Certification

Expert

MB-700T00 : Microsoft Dynamics 365: Finance and Operations Apps Solution Architect

Course Duration

5 Days

Certification

Dynamics 365 Developer

icon-trainocate-certified.png

Fundamentals

MB-910T00 : Microsoft Dynamics 365 Fundamentals (CRM)

Course Duration

1 Day

Certification

Intermediate

MB-500T00 : Microsoft Dynamics 365: Finance and Operations Apps Developer

Course Duration

5 Days

Certification

Expert

MB-700T00 : Microsoft Dynamics 365: Finance and Operations Apps Solution Architect

Course Duration

5 Days

Certification

Dynamics 365 Solution Architect

icon-trainocate-certified.png

Fundamentals

MB-910T00 : Microsoft Dynamics 365 Fundamentals (CRM)

Course Duration

1 Day

Certification

Intermediate

MB-500T00 : Microsoft Dynamics 365: Finance and Operations Apps Developer

Course Duration

5 Days

Certification

Expert

MB-700T00 : Microsoft Dynamics 365: Finance and Operations Apps Solution Architect

Course Duration

5 Days

Certification

ERP Analyst

icon-trainocate-certified.png

Fundamentals

MB-910T00 : Microsoft Dynamics 365 Fundamentals (CRM)

Course Duration

1 Day

Certification

Intermediate

MB-300T00 : Microsoft Dynamics 365: Core Finance and Operations

Course Duration

2 Days

Certification

Expert

MB-700T00 : Microsoft Dynamics 365: Finance and Operations Apps Solution Architect

Course Duration

5 Days

Certification

ERP Architect

icon-trainocate-certified.png

Fundamentals

MB-910T00 : Microsoft Dynamics 365 Fundamentals (CRM)

Course Duration

1 Day

Certification

Intermediate

MB-500T00 : Microsoft Dynamics 365: Finance and Operations Apps Developer

Course Duration

5 Days

Certification

Expert

MB-700T00 : Microsoft Dynamics 365: Finance and Operations Apps Solution Architect

Course Duration

5 Days

Certification

ERP Developer

icon-trainocate-certified.png

Fundamentals

MB-910T00 : Microsoft Dynamics 365 Fundamentals (CRM)

Course Duration

1 Day

Certification

Intermediate

MB-500T00 : Microsoft Dynamics 365: Finance and Operations Apps Developer

Course Duration

5 Days

Certification

Expert

MB-700T00 : Microsoft Dynamics 365: Finance and Operations Apps Solution Architect

Course Duration

5 Days

Certification

Power Platform Architect

icon-trainocate-certified.png

Fundamentals

MB-910T00 : Microsoft Dynamics 365 Fundamentals (CRM)

Course Duration

1 Day

Certification

Intermediate

Expert

Solution Architect

icon-trainocate-certified.png

Fundamentals

MB-910T00 : Microsoft Dynamics 365 Fundamentals (CRM)

Course Duration

1 Day

Certification

Intermediate

Expert

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.

Click here to know more

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.

Click here to know more

3. Explore Dynamics 365 Customer Insights - Journeys

This module introduces learners to Dynamics 365 Customer Insights - Journeys. Its marketing automation capabilities provide organizations with a solid foundation to design automated customer journeys that help guide and nurture prospects.

Click here to know more

4. Describe Dynamics 365 Customer Insights - Data

This module introduces learners to how to use Dynamics 365 Customer Insight – Data to generate unified customer profiles and how to use that data in other apps.

Click here to know more

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.

Click here to know more

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.

Click here to know more

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.

Click here to know more

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.

Click here to know more

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.

Click here to know more

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.

Click here to know more

Instructors

Scott Duffy

Bestselling Azure & TOGAF® Trainer, Microsoft Azure MVP

4.8 (4.1k)
|
10 Courses
profile-instructor-a.png
Scott Duffy

Bestselling Azure & TOGAF® Trainer, Microsoft Azure MVP

4.8 (4.1k)
|
10 Courses
profile-instructor-a.png

Skills Measured

  • Describe Dynamics 365 Marketing (15-20%)
  • Describe Dynamics 365 Sales (15-20%)
  • Describe Dynamics 365 Customer Service (15-20%)
  • Describe Dynamics 365 Field Service (15-20%)
  • Describe shared features (20-25%)

Frequently Asked Questions (FAQs)

  • Why get Microsoft certified?

    Microsoft certifications validate your skills and expertise in Microsoft technologies and solutions, demonstrating your ability to design, implement, and manage cutting-edge technologies.

    These certifications are globally recognized and highly sought after by employers, as they signify your proficiency in using Microsoft products and services to drive innovation and solve business challenges.

    Microsoft-certified professionals are in high demand, opening doors to new career opportunities and higher earning potential.

  • What to expect for the examination?

    Microsoft certification exams are designed to assess your knowledge and skills in specific Microsoft technologies and solutions.

    Exams typically consist of multiple-choice, multiple-select, and case study questions, and some may include lab simulations to evaluate your practical skills.

    Note: Certification requirements and policies may be updated by Microsoft from time to time. We apologize for any discrepancies; do get in touch with us if you have any questions.

  • How long is Microsoft certification valid for?

    Most Microsoft role-based and specialty certifications are valid for one year from the date of passing the exam.

    To maintain your certification, you will need to renew it annually by passing a free online assessment on Microsoft Learn.

    However, Microsoft Applied Skills credentials and Fundamentals certifications do not expire.

    Note: Certification requirements and policies may be updated by Microsoft from time to time. We apologize for any discrepancies; do get in touch with us if you have any questions.

  • Why take this course with Trainocate?

    Here’s what sets us apart:

    - Global Reach, Localized Accessibility: Benefit from our geographically diverse training hubs in 16 countries (and counting!).

    - Top-Rated Instructors: Our team of subject matter experts (with high average CSAT and MTM scores) are passionate to help you accelerate your digital transformation.

    - Customized Training Solutions: Choose from on-site, virtual classrooms, or self-paced learning to fit your organization and individual needs.

    - Experiential Learning: Dive into interactive training with our curated lesson plans. Participate in hands-on labs, solve real-world challenges, and take on comprehensive assessments.

    - Learn From The Best: With 30+ authorized training partnerships and countless awards from Microsoft, AWS, Google – you're guaranteed learning from the industry's elite.

    - Your Bridge To Success: We provide up-to-date course materials, helpful exam guides, and dedicated support to validate your expertise and elevate your career.

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