Description

This training program provides professionals with an introduction to Microsoft Dynamics 365 Customer Engagement by building a foundation for all subsequent training programs and learning. The key features and apps are introduced including Sales, Service and Marketing. Professionals will learn essential end user skills including ways to proficiently work in Microsoft Dynamics 365 to find information quickly and easily using the out of the box tools such as Advanced Find, the Report Wizard, Charts and Dashboards through the Web Browser and Dynamics 365 for Outlook.

No previous experience of Microsoft Dynamics 365 is needed to sit this training program. The training program applies to both Business and Enterprise Editions of Microsoft Dynamics 365 Version 9 as well as online and on-premise deployments.

 

Radiant Teachlearning offers Introduction to Microsoft Dynamics 365 Training Program in Classroom and Virtual instructor Led/Online mode.

 

Duration: 1 day

 

Learning Objectives

After accomplishing this training program, professionals will be able to:

  • Introduction with the Apps and Hubs in Microsoft Dynamics 365 Customer Engagement including Sales, Service and Marketing
  • Acknowledge the differences between the PowerApps and Dynamics 365 Apps
  • Be able to Create, Relate, Assign, Update and Delete records in Microsoft Dynamics 365
  • Create Posts, Notes and Activities in the Timeline control and interact with the Relationship Assistant
  • Manage, Assign and Complete Activities
  • Acknowledge Connections and use them to relate records together
  • Work with Views and create and save a Personal View of records
  • Acknowledge how work with Lookups and Related Records
  • Share records and views with other Users
  • Perform bulk operations on records
  • Configure Personal Options to customize the user experience
  • Track Email and Appointments in Outlook against records in Dynamics 365
  • Proficiently find information using Global Search, Quick Find and Advanced Find
  • Explore the out of the box Reports and create a custom Report using the Report Wizard
  • Create a Personal Chart and Dashboard and set as your homepage

Pre-requisite

Before attending this training program, professionals must have:

  • A working knowledge of Microsoft Office, Microsoft Excel and Microsoft Outlook. However, this training program assumes no prior knowledge of Microsoft Dynamics 365.

 

Audience Profile

This training program has been designed to apply to end users of Microsoft Dynamics 365 Customer Engagement, including:

  • Sales Representatives
  • Customer Service Representatives
  • Marketing Personnel
  • Project Managers
  • General End Users who are looking to improve skill in Dynamics 365

It is recommended that attendees of this training program have an existing working knowledge of Microsoft Office, Microsoft Excel and Microsoft Outlook. However, this training program assumes no prior knowledge of Microsoft Dynamics 365.

Course Content

Lesson 1: Introduction

This lesson provides the attendee with an introduction to Microsoft Dynamics 365 Customer Engagement.

Lessons

  • What is Dynamics 365?
  • The Benefits of Dynamics 365
  • The Sales Apps and Hubs
  • The Customer Service Apps and Hubs
  • The Marketing App
  • Dynamics 365 and PowerApps
  • The Web Interface
  • The Outlook Interface
  • Lists and Grids
  • Forms
  • Look ups and Related Records
  • Where to get Help
  • Further reading and resources

Lab: Setting up your lab environment

  • Install Sample Data

Lab: Dynanmics 365 Orientation

  • Explore Microsoft Dynamics 365

After accomplishing this lesson, professionals will be able to:

  • Explain the key features and benefits of Microsoft Dynamics 365 Customer Engagement
  • Be familiar with the Sales Hub, Customer Service Hub and the Marketing App
  • Acknowledge the differences between the Web and Outlook Interfaces
  • Know where to find help and further reading resources

 

Lesson 2: Records, Activities and Personal Options

This lesson presents the basic concepts and features in Microsoft Dynamics 365 Customer Engagement. We examine the relevance of Records and, configuring Personal and Options tracking Activities. You will also learn how to work with the Posts, Activities and Notes in the Timeline control.

Lessons

  • Records and Relationships
  • Activities
  • The Timeline Control
  • The Relationship Assistant
  • Connections
  • Setting your Personal Options

Lab: Set Personal Options

  • Change your Homepage
  • Change Records Per Page
  • Configure Format Settings

Lab: Working with Activities

  • Create a Task Activity
  • Track an Activity with the help of the Set Regarding field
  • Assign an Activity using the Owner Field
  • Find and Complete an Activity

After accomplishing this lesson, professionals will be able to:

  • Work with Records and Activities
  • Interact with Posts, Notes and Attachments in the Timeline control
  • Create Record Connections
  • Configure Personal Options
  • Work with Activity Records
  • Know where to find help and further reading resources

 

Lesson 3: Performing Work in Dynamics 365

This lesson presents common skills the end user requires to efficiently perform work in Microsoft Dynamics 365 Customer Engagement. You will learn how to work with Records, create Personal Views, Reassign Records to a different Owner and Share Records, Views and Charts with other Users. professionals will also learn how to perform bulk operations such as Edit Multiple.

Lessons

  • Working with data and records
  • Security considerations
  • System Views and Personal Views
  • Creating a Record
  • Editing an existing Record
  • Deleting a Record
  • Related Records
  • Reassigning a Record to a new Owner
  • Sharing a record with another team or user
  • Performing operations on multiple Records

Lab: Managing Records

  • Create an Account Record
  • Relate a Contact to an Account
  • Reassign an Account Record
  • Share an Account Record
  • Make an Account Inactive

Lab: Create a Personal View

  • Create a Personal View
  • Set a default Personal View

After accomplishing this lesson, professionals will be able to:

  • Perform operations on Records
  • Create and manage Personal Views
  • Reassign and Share Records
  • Perform bulk operations on Records

Lesson 4: Dynamics 365 for Outlook

In this lesson we will learn how to use Dynamics 365 for Outlook. The Outlook Add-in will be considered including the Dynamics 365 navigation options, the process to track Emails and Appointments against records in Dynamics 365 and how to synchronize your work with the Dynamics 365 server.

Lessons

  • Introduction to Dynamics 365 for Outlook
  • Dynamics 365 Pop-out Window
  • Tracking Activities in Outlook
  • Templates, Sales Literature and Articles
  • Creating Dynamics 365 Records in Outlook
  • Searching Dynamics 365 Records in Outlook

Lab: Tracking Activities in Outlook

  • Track an Email in Dynamics 365 for Outlook
  • Track an Appointment in Dynamics 365 for Outlook

After accomplishing this lesson, professionals will be able to:

  • Be familiar with the Dynamics 365 for Outlook App
  • Acknowledge the differences between the Web and Outlook Interfaces
  • Track Activities in Outlook against records in Dynamics 365

 

Lesson 5: Searching in Dynamics 365

In this lesson we will learn how to search for and find information in Microsoft Dynamics Customer Engagement. This lesson emphasis on out of the box search tools including Global Find, Quick Find and Advanced Find.

Lessons

  • Introduction to searching in Dynamics 365
  • Global Search
  • Quick Find
  • Advanced Find

Lab: Using Global Find

  • Use Global Find to search for Information

Lab: Using Quick Find

  • Use Quick Find to search Account Records

Lab: Using Advanced Find

  • Use Advanced Find to search for Information

After accomplishing this lesson, professionals will be able to:

  • Use Global Search
  • Use Quick Find
  • Be proficient in the Advanced Find Tool

 

Lesson 6: Reports, Charts and Dashboards

This lesson looks at the different methods available in Microsoft Dynamics 365 to analyse information. This lesson emphasis at the out of the box ‘Default’ reports and the process to create a custom report using the Dynamics 365 Report Wizard. This lesson also examines the out of the box Charts and Dashboards as well as the process to construct a custom Chart and Dashboard.

Lessons

  • Introduction to Reports, Charts and Dashboards
  • The Default Reports
  • The Reporting Wizard
  • Working with Charts
  • Working with Dashboards

Lab: Create a custom Report

  • Create a Custom Report
  • Test your new Report

Lab: Explore the Charts

  • Explore the Charts
  • Create a Custom Chart

Lab: Explore the Dashboards

  • Explore the Dashboard
  • Create a Custom Dashboard

After accomplishing this lesson, professionals will be able to:

  • Get introduced with out of the box Reports
  • Utilize Reporting Wizard to craft a custom Report
  • Acknowledge the Dynamics 365 Charts
  • Create a custom Personal Chart
  • Acknowledge the Dynamics 365 Dashboards
  • Create a custom Personal Dashboard

 

Additional Reading

  • N/A

 

 

 

 

FAQs

Q: What is the difference between Dynamics 365 and Dynamics CRM?

 

A: Microsoft replaced Dynamics CRM with Dynamics 365, a fully rebranded product specifically designed for customer engagement. Dynamics 365 is a combined CRM and ERP product that includes full Dynamics AX suite for ERP and the Business Edition includes the financial suite built from Dynamics NAV.

 

Q: What is Microsoft Dynamics 365 used for?

 

A: Microsoft Dynamics 365 is a cloud-based business applications platform that combines components of customer relationship management (CRM) and enterprise resource planning (ERP), along with productivity applications and artificial intelligence tools.

 

Q: What is Microsoft Dynamics written in?

 

A: The Server side code is written in C# and Front end is written in DHTML which includes the JavaScript and Off course HTML and It uses Microsoft SQL Server for storing Database (Entities) and MSCRM 4.0 (and Later versions) uses MS SQL Server Views as Filtered Views extensively for Providing strong security for Role 

 

Q: What is included with Microsoft Dynamics 365? 

 

A: Microsoft combines Dynamics CRM and ERP solutions into one, cloud-enabled product offering. The Dynamics 365 Apps are mainly include Sales, Project Service Automation, Field Service, Customer Service, Marketing, Financials as well as Operations.

 

Q: What if I/we have doubts after attending your training program?

 

A: Radiant team of experts would be available on the email Support@radianttechlearning.com to answer your technical queries, even after the training program.

We also conduct a 3 – 4 hours online session after 2 weeks of the training program, to respond on your queries & project assigned to you.  

 

Q: If I face technical difficulty during the class what should I do?

 

A: Technical issues are unpredictable and might occur with you as well. Participants have to ensure that they have the system with required configuration with good internet speed to access online labs.  

If the problem still persists or you face any challenge during the class then you can report to us or your trainer. In that case Radiant would provide you the recorded session of that particular day. However, those recorded sessions are not meant only for personal consumption and NOT for distribution or any commercial use. 

 

Q: Does this training program include any project?

 

A: Yes, Radiant will provide you the most updated, high valued and relevant real time projects and case studies in each training program. 

We included projects in each training program from fundamental level to advance level so that you don’t have to face any difficulty in future. You will work on highly exciting projects and that will upgrade your skill, knowledge and industry experience.

 

Q: How the training will be delivered or conducted?

 

A: Radiant Techlearning offers customized training delivery solutions for individuals, teams and businesses depending upon what they require. Here is how we help each one through our diverse formats.

Dedicated Classroom Training program

Onsite: To meet the needs & expectations of our corporate clients all over the world, our expert will travel all the way to your location to deliver the training program at a premise of your choice & convenience. 

Offsite: Our client and Individual professionals across the world travel all the way to India to attend our classroom training sessions. We assist them in services like accommodation, Airport pick & drop, daily cab & Visa assistance. 

Public Batches: Corporates & Individual professionals across the world can nominate their employees or themselves in our classroom or online public batches. Our public batches would have limited number of participants to ensure individual attention. As the participants are from different background and companies, you learn from everyone’s experience. 

On-the-Job Learning: Our team of consultant would help you to execute end-to-end project and simultaneously learn the technology.  

 

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