Microsoft Dynamics 365 Fundamentals CRM

A portfolio of business applications that empowers your organization to deliver operational excellence and create more engaging customer experience.

16
16
Hours

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The learners gain foundational knowledge  to the customer engagement capabilities of Dynamics 365 with hands on practice in the modules outlined below. It elucidates the concept of customer engagement, customer engagement apps, including Dynamics 365 Marketing, Sales, Customer Service, Field Service, and the Customer Relationship Management (CRM) capabilities of Dynamics 365 Project Operations.

Course Objectives

At the completion of this course, learners will be able to

  • Recognize the Customer Engagement Apps and their common features.
  • Appraise the standard marketing processes and how Dynamics 365 Marketing addresses them.
  • Describe Dynamics 365 Marketing features, capabilities and additional Marketing Applications
  • Elucidate the standard sales processes and how Dynamics 365 Sales addresses them.
  • Recognize and understand Dynamics Customer Service capabilities and additional Sales apps such as Sales Insights And Sales Navigator.
  • Appraise the standard Field Service business processes and how Dynamics 365 Field Service addresses them.
  • Recognize and understand the Scheduling capabilities, Inventory Management capabilities, Asset Management capabilities of Dynamics 365 Field Service.
  • Evaluate project-based customer engagement processes addressed by Dynamics 365 Project Operations.
  • Recognize and understand the Resource Utilization capabilities, Project Management capabilities of Dynamics 365 Project Operations.

I. Fundamentals Of Dynamics 365 Marketing

  • Dynamics 365 Customer Engagement Apps
  • Overview of Dynamics 365 Marketing
  • Dynamics 365 Marketing capabilities
  • Additional Marketing Apps

II. Fundamentals Of Dynamics 365 Sales

  • Overview of Dynamics 365 Sales
  • Sales Lifecycle with Dynamics 365 Sales
  • Additional Sales Apps

III. Fundamentals Of Dynamics 365 Customer Service

  • Overview of Dynamics 365 Customer Service
  • Dynamics Customer Service Capabilities
  • Review Additional Customer Service Apps

IV. Fundamentals Of Dynamics 365 Field Service

  • Overview of Dynamics Field Service
  • Generating Work Orders in Dynamics 365 Field Service
  • Inventory Management Capabilities of Dynamics 365 Field Service
  • Asset Management Capabilities of Dynamics 365 Field Service

V. Fundamentals Of Dynamics 365 Project Operations (CRM)

  • Overview of Dynamics 365 Project Operations
  • Sales Capabilities of Dynamics 365 Project Operations
  • Project Planning
  • Resource Utilization Capabilities of Dynamics 365 Project Operations

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