Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM) (M-MB910) Voeg toe aan favorieten

Overview 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 lecture as well as hands-on labs.

Objectives Describe the capabilities and functionality of Dynamics 365 MarketingDescribe the capabilities and functionality of Dynamics 365 SalesDescribe the capabilities and functionality of Dynamics 365 Customer ServiceDescribe the capabilities and functionality of Dynamics 365 Field ServiceDescribe the capabilities and functionality of Dynamics 365 Project Operations (CRM)

Content Module 1: Learn the Fundamentals of Dynamics 365 MarketingThis module covers the basic concepts of customer engagement and what the customer engagement apps have in common before diving into Dynamics 365 Marketing. We begin with the standard marketing business processes and how Marketing addresses those. Then we examine the product capabilities. Finally, we cover additional marketing apps such as LinkedIn Campaign Manager, Dynamics 365 Customer Voice and Dynamics 365 Customer Insights.Lessons for module 1Get introduced to the Dynamics 365 customer engagement appsExamine Dynamics 365 MarketingDescribe Dynamics 365 Marketing capabilitiesReview Additional Marketing AppsLab : Working with customer engagement appsLab : Manage Customers and ActivitiesLab : Search and filter dataLab : Dynamics 365 Marketing Capstone LabCreate a marketing emailCreate a Segment in Dynamics 365 MarketingCreate a Customer JourneyAfter completing module 1, students will be able to:Describe the customer engagement apps and what they have in commonDescribe the standard marketing processes and how Dynamics 365 Marketing addresses themDescribe Dynamics 365 Marketing features and capabilitiesDescribe additional marketing appsModule 2: Learn the Fundamentals of Dynamics 365 SalesThis module provides an introduction to Dynamics 365 Sales. We begin with the standard sales business processes and how Sales addresses those. Then we examine the product capabilities. Finally, we cover additional sales apps such as Sales Insights and Sales Navigator.Lessons for module 2Explore Dynamics 365 SalesManage the sales lifecycle with Dynamics 365 SalesReview additional sales appsLab : Dynamics 365 Sales Capstone LabCreate and qualify a LeadManage a sales OpportunityAfter completing module 2, students will be able to:Describe the standard sales processes and how Dynamics 365 Sales addresses themDescribe Dynamics 365 Sales capabilitiesDescribe additional sales apps such as Sales Insights and Sales NavigatorModule 3: Learn the Fundamentals of Dynamics 365 Customer ServiceThis module provides an introduction to Dynamics 365 Customer Service. We begin with the standard customer service business processes and how Customer Service addresses those. Then we examine the product capabilities. Finally, we cover additional customer service apps such as Omnichannel for Customer Service, Dynamics 365 Customer Service Insights, Customer Service Scheduling and Connected Customer Service.Lessons for module 3Examine Dynamics 365 Customer ServiceDescribe Dynamics Customer Service capabilitiesReview additional customer service appsLab : Dynamics 365 Capstone LabCreate and publish a Knowledge ArticleManage a support Case through its life cycleAfter completing module 3, students will be able to:Describe the standard customer service processes and how Dynamics 365 Customer Serviceaddresses themDescribe Dynamics Customer Service capabilitiesDescribe additional sales apps such as Sales Insights and Sales NavigatorModule 4: Learn the Fundamentals of Dynamics 365 Field ServiceThis module provides an introduction to Dynamics 365 Field Service. We begin with the standard field service business processes and how Field Service addresses those. Then we examine the product capabilities, including work order generation, scheduling, inventory management and asset management.Lessons for module 4Examine Dynamics Field ServiceGenerate Work Orders in Dynamics 365 Field ServiceDescribe the scheduling capabilities of Dynamics 365 Field ServiceExamine the inventory management capabilities of Dynamics 365 Field ServiceReview the asset management capabilities of Dynamics 365 Field ServiceLab : Dynamics 365 Capstone LabCreate a Case and escalate to a Work OrderSchedule items with Dynamics 365 Field ServiceAfter completing module 4, students will be able to:Describe the standard field service business processes and how Dynamics 365 Field Service addressesDescribe how to generate Work OrdersDescribe the scheduling capabilities of Dynamics 365 Field ServiceDescribe the inventory management capabilities of Dynamics 365 Field ServiceDescribe the asset management capabilities of Dynamics 365 Field ServiceModule 5: Learn the Fundamentals of Dynamics 365 Project Operations (CRM)This module provides an introduction to the customer engagement aspects of Dynamics 365 Project Operations. We begin with the standard project-based business processes and how Project Operations addresses those. Then we examine the product capabilities, including sales, project management, and resource utilization.Lessons for module 5Examine Dynamics 365 Project OperationsDescribe the sales capabilities of Dynamics 365 Project OperationsPlan projects with Dynamics 365 Project OperationsReview the resource utilization capabilities of Dynamics 365 Project OperationsLab : Dynamics 365 Project Operations Capstone LabCreate a project-based LeadManage a project-based OpportunityCreate a Project Quote and Project EstimateAfter completing module 5, students will be able to:Describe project-based customer engagement processes addressed by Dynamics 365 Project OperationsDescribe the sales capabilities of Dynamics 365 Project OperationsDescribe the project management capabilities of Dynamics 365 Project OperationsDescribe the resource utilization capabilities of Dynamics 365 Project Operations Additional ReadingPlease review the content associated with this course on Microsoft Learn. Please note that there is a separate learning path per product.

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.

Target Audience 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.Job role: Business Owner, Functional Consultant, StudentPreparation for exam: MB-910Features: none