Course 8598
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 lectures as well as hands-on labs.
In-Person
Online
In this course, you will learn how to:
Training Prerequisites
Learners should have a fundamental understanding of customer engagement principles and business operations. An understanding of cloud computing is helpful but isn't necessary.
Certification Information
This course prepares you for exam MB-910: Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM).
This module serves as an introduction to the shared features for customer engagement apps. Learners are introduced to Microsoft Dataverse, and how data is made accessible and managed in the customer engagement apps, from shared entities to searching and filtering data and, finally, available reporting and integration options.
Lessons
Lab : Validate lab environment and work with the customer engagement apps
Lab : Manage Customers and Activities
This module introduces learners to the core capabilities of Dynamics 365 Marketing. In the first lesson, you will learn about the core product capabilities to support key marketing tasks, from email marketing to segments and customer journeys. The next lesson covers event management, as well as Dynamics 365 Customer Voice for customer surveys and Dynamics 365 Customer Insights for AI-based analytics.
Lessons
Lab : Create a Customer Journey
Lab : Create a Segment
This module provides an introduction to Dynamics 365 Sales, focusing on managing leads, lead qualification, opportunities, and sales orders as part of the standard sales lifecycle. Then we shift our attention to sales forecasting and the use of LinkedIn Sales Navigator and Dynamics 365 Sales Insights for improved relationship selling.
Lessons
Lab : Create and manage a Lead
Lab : Create and manage an Opportunity
This module provides an introduction to Dynamics 365 Customer Service. We begin with the standard case management business processes and how Customer Service addresses those. Then we examine the product capabilities, including business process flows, entitlements and SLAs, and knowledge management. Finally, we cover Omnichannel for Customer Service and historical analytics.
Lessons
Lab : Create and manage Cases
Lab : Create and publish a Knowledge Base article
This module provides an introduction to Dynamics 365 Field Service. We begin with a discussion of the work order lifecycle. Then we examine the product capabilities, including work order generation, inspections, scheduling, asset management, and Connected Field Service.
Lessons
Lab : Create work orders in Dynamics 365 Field Service
Lab : Create an Inspection
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Yes! This class prepares you for the exam MB-910: Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM).
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.
