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.

• Describe use cases for Dynamics 365
• Explain what Microsoft Dataverse is and how it is used
• Examine the different Dynamics 365 CRM Apps
• Review options for accessing applications
• Locate and filter data in Dynamics 365

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.

• Work with customers and manage activities
• Explore different reporting options
• Describe the different integration options available

Module3 – Explore Dynamics 365 Marketing

This module introduces learners to Dynamics 365 Marketing with a focus on email marketing, customer segmentation and customer journeys.

• 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

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.

• Examine the event management capabilities available
• Explain Dynamics 365 Customer Voice
• Describe 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.:

• Explain Dynamics 365 Sales features and functionality
• Review a typical sales lifecycle
• Describe leads and the qualification process
• Examine the opportunity management process
• Explain sales order processing with Dynamics 365 Sales

Module6 – Use sales capabilities

This module introduces learners to sales forecasting, LinkedIn Sales Navigator and Dynamics 365 Sales Insights.

• Explain Dynamics 365 Sales forecasting
• Describe LinkedIn Sales Navigator
• Explain Dynamics 365 Sales Insights

Module7 – Explore Dynamics 365 Customer Service

In this module you will:

• Identify use cases for Dynamics 365 Customer Service
• Explain the case lifecycle
• Examine how to manage Queues
• Describe Service-Level agreements (SLAs) and entitlements

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.

• Describe Knowledge Management
• Describe Omnichannel for Customer Service
• Explain the Customer Service Historical Analytic Reports

Module9 – Explore Dynamics 365 Field Service

In this module, you will:

• Describe field service
• Examine the lifecycle of a work order
• Describe inspections

Module10 – Describe the scheduling process

In this module, you will:

• 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

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.