Course Description
Do you wish to learn more about Dynamics 365? A thorough introduction to Dynamics 365's customer engagement features will be provided in this course. You will become familiar with the idea of customer engagement, the fundamental features of customer engagement apps, and each of the customer engagement apps, including Dynamics 365 Marketing, Dynamics 365 Customer Service, Dynamics 365 Sales, and Dynamics 365 Field Service. Both lectures and practical labs are part of this course.
Prerequisites
Students should have a fundamental understanding of customer engagement principles & business operations. A version of cloud computing is helpful but isn't necessary.
Target Audience
This fundamentals course can benefit people in a variety of roles and stages of their careers. This includes IT professionals, business stakeholders, & others who want to learn about Dynamics 365's customer engagement capabilities, as well as professionals, recent graduates, and people changing careers who want to use Dynamics 365 to advance their careers.
Content Outline
- Explain use cases for Dynamics 365
- Explain what Microsoft Dataverse is & how it is used
- Examine the different Dynamics 365 CRM Apps
- Review options for accessing applications
- Locate & filter data in Dynamics 365
- Work with customers & manage activities
- Explore different reporting options
- Explain the various integration options available
- Identify use cases for Dynamics 365 Marketing
- Explain email marketing
- Explain how to target customers with segments
- Explain how to create & leverage customer journeys in Dynamics 365 Marketing
- Explain lead generation & qualification
- Examine the event management capabilities available
- Explain Dynamics 365 Customer Voice
- Explain Dynamics 365 Customer Insights
- Explain Dynamics 365 Sales features & functionality
- Review a typical sales lifecycle
- Explain leads & the qualification process
- Examine the opportunity management process
- Explain sales order processing with Dynamics 365 Sales
- Explain Dynamics 365 Sales forecasting
- Explain LinkedIn Sales Navigator
- Explain Dynamics 365 Sales Insights
- Identify use cases for Dynamics 365 Customer Service
- Explain the case lifecycle
- Examine how to manage Queues
- Explain Service-Level agreements (SLAs) & entitlements
- Explain Knowledge Management
- Explain Omnichannel for Customer Service
- Explain the Customer Service Historical Analytic Reports
- Explain field service
- Examine the lifecycle of a work order
- Explain inspections
- Explain the scheduling capabilities available in Dynamics 365 Field Service
- Schedule qualified resources
- Explain the asset management capabilities available
- Explain the relationship between Customer Assets & Connected Field Service
FAQs
Microsoft Dynamics 365 is a platform for cloud-based business applications that combines productivity software, artificial intelligence tools, and elements of enterprise resource planning (ERP) and customer relationship management (CRM).
Customer relationship management (CRM) is mainly a technology used for managing all your company's relationships as well as interactions with customers & potential customers. A CRM system especially helps companies stay connected to customers, streamline processes, & also to improve profitability.
Dynamics 365 is a set of intelligent business applications that mainly helps you run your entire business & deliver more significant results with the help of predictive, AI-driven insights.
To run the setup wizard, you must meet all the following requirements: You must already have a Microsoft 365 tenant. Presence of an unconfigured Dynamics 365 Marketing app for users. A security role (like Global admin or Service support admin) that mainly allows you to modify the target Dynamics 365 instance.
To attend the training session, you should have operational Desktops or Laptops with the required specification and a good internet connection to access the labs.
We would always recommend you attend the live session to practice & clarify the doubts instantly & get more value from your investment. However, if, due to some contingency, you have to skip the class, Radiant Techlearning will help you with the recorded session of that particular day. However, those recorded sessions are not meant only for personal consumption & NOT for distribution or commercial use.
Radiant Techlearning has a data center containing the Virtual Training environment for participants' hand-on-practice.
Participants can easily access these labs over Cloud with the help of a remote desktop connection.
Radiant virtual labs allow you to learn from anywhere in the world & in any time zone.
The learners will be enthralled as we engage them the real-world & industry Oriented projects during the training program. These projects will improve your skills & knowledge & you will gain a better experience. These real-time projects will help you a lot in your future tasks & assignments.