Microsoft Dynamics 365 CRM Concepts

Description:

This course will be introduced to the basic concepts of customer relationship management, as well as each of the customer engagement apps in the Dynamics 365 family,

The course will cover:

• Dynamics 365 Marketing
• Dynamics 365 Sales
• Dynamics 365 Customer Service
• Dynamics 365 Field Service

Duration: 1 Day

Course Code: BDT336

Learning Objectives:

The goals of CRM are generally to create a better customer experience and because of that customer experience, to get more sales. That's why it's called CRM (Customer Relationship Management) software, and if you focus on your relationships, you'll be on your way to your CRM goals.

• Should have a fundamental understanding of customer engagement principles and business operations.
• An understanding of cloud computing is helpful but isn't necessary.

• IT professionals who want to show a general understanding of the applications they work with.
• Business stakeholders and others who know Dynamics 365 and who want to validate their skills and experience.
• Functional consultants who want to highlight their understanding of business operations and CRM.
• Students, recent graduates, and people changing careers who want to leverage Dynamics 365 customer engagement capabilities to move to the next level.

• IT professionals who want to show a general understanding of the applications they work with.
• Business stakeholders and others who know Dynamics 365 and who want to validate their skills and experience.
• Functional consultants who want to highlight their understanding of business operations and CRM.
• Students, recent graduates, and people changing careers who want to leverage Dynamics 365 customer engagement capabilities to move to the next level.

Course Outline:

M01 : Core Capabilities

• Navigate the Dynamics 365 customer engagement apps
• Explore common Dynamics 365 activities integration options

M02 : Dynamics 365 Marketing

• Explore Dynamics 365 Marketing
• Explore additional marketing capabilities and apps

M03 : Dynamics 365 Sales

• Explore Dynamics 365 Sales
• Leverage sales capabilities

M04 : Dynamics 365 Customer Service

• Explore Dynamics 365 Customer Service
• Examine knowledge management and related customer service apps

M05 : Dynamics 365 Field Service

• Explore Dynamics 365 Field Service
• Describe the scheduling capabilities of Dynamics 365 Field Service

Training material provided: Yes (Digital format)