1. 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.
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2. 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.
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3. Explore Dynamics 365 Marketing
This module introduces learners to Dynamics 365 Marketing with a focus on email marketing, customer segmentation and customer journeys.
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4. 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.
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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.
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6. Use sales capabilities
This module introduces learners to sales forecasting, LinkedIn Sales Navigator and Dynamics 365 Sales Insights.
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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 and Service-level agreements (SLAs)
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8. 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.
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9. Explore Dynamics 365 Field Service
This module introduces learners to Dynamics 365 Field Service, focusing on work orders and inspections.
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10. Describe the scheduling process
This module introduces learners to the scheduling capabilities of Dynamics 365 Field Service. It also discusses asset management and Connected Field Service.
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