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This course will provide you with a broad introduction to the customer engagement capabilities of Dynamics 365.

  • Course Start Date: 2022-08-18
  • Time: 09:00:00 - 17:00:00
  • Duration: 2 days 09:00 AM - 05:00 PM
  • Location: Virtual
  • Delivery Method(s): Virtual Instructor Led
$636.00
REGULAR PRICE $795.00 Save $159.00
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Course Outline

Pre-Requisites

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

Lessons

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.

WHO SHOULD ATTEND?

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.

WHAT YOU'LL LEARN

Students will learn to:

  • Describe the capabilities and functionality of Dynamics 365 Marketing
  • Describe the capabilities and functionality of Dynamics 365 Sales
  • Describe the capabilities and functionality of Dynamics 365 Customer Service
  • Describe the capabilities and functionality of Dynamics 365 Field Service
  • Describe the capabilities and functionality of Dynamics 365 Project Operations (CRM)

COURSE OUTLINE

Module 1: Learn the Fundamentals of Dynamics 365 Marketing

This 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

  • Get introduced to the Dynamics 365 customer engagement apps
  • Examine Dynamics 365 Marketing
  • Describe Dynamics 365 Marketing capabilities
  • Review Additional Marketing Apps

After completing this module, students will be able to:

  • Describe the customer engagement apps and what they have in common
  • Describe the standard marketing processes and how Dynamics 365 Marketing addresses them
  • Describe Dynamics 365 Marketing features and capabilities
  • Describe additional marketing apps

 

Module 2: Learn the Fundamentals of Dynamics 365 Sales

This 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

  • Explore Dynamics 365 Sales
  • Manage the sales lifecycle with Dynamics 365 Sales
  • Review additional sales apps

After completing this module, students will be able to:

  • Describe the standard sales processes and how Dynamics 365 Sales addresses them
  • Describe Dynamics 365 Sales capabilities
  • Describe additional sales apps such as Sales Insights and Sales Navigator

 

Module 3: Learn the Fundamentals of Dynamics 365 Customer Service

This 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

  • Examine Dynamics 365 Customer Service
  • Describe Dynamics Customer Service capabilities
  • Review additional customer service apps

After completing this module, students will be able to:

  • Describe the standard customer service processes and how Dynamics 365 Customer Service addresses them
  • Describe Dynamics Customer Service capabilities
  • Describe additional sales apps such as Sales Insights and Sales Navigator

 

Module 4: Learn the Fundamentals of Dynamics 365 Field Service

This 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

  • Examine Dynamics Field Service
  • Generate Work Orders in Dynamics 365 Field Service
  • Describe the scheduling capabilities of Dynamics 365 Field Service
  • Examine the inventory management capabilities of Dynamics 365 Field Service
  • Review the asset management capabilities of Dynamics 365 Field Service

After completing this module, students will be able to:

  • Describe the standard field service business processes and how Dynamics 365 Field Service addresses
  • Describe how to generate Work Orders
  • Describe the scheduling capabilities of Dynamics 365 Field Service
  • Describe the inventory management capabilities of Dynamics 365 Field Service
  • Describe the asset management capabilities of Dynamics 365 Field Service

 

Module 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

  • Examine Dynamics 365 Project Operations
  • Describe the sales capabilities of Dynamics 365 Project Operations
  • Plan projects with Dynamics 365 Project Operations
  • Review the resource utilization capabilities of Dynamics 365 Project Operations

After completing this module, students will be able to:

  • Describe project-based customer engagement processes addressed by Dynamics 365 Project Operations
  • Describe the sales capabilities of Dynamics 365 Project Operations
  • Describe the project management capabilities of Dynamics 365 Project Operations
  • Describe the resource utilization capabilities of Dynamics 365 Project Operations

Additional Reading

Please review the content associated with this course on Microsoft Learn. Please note that there is a separate learning path per product.

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LABS OUTLINE

Lab : Working with customer engagement apps

Lab : Manage Customers and Activities

Lab : Search and filter data

Lab : Dynamics 365 Marketing Capstone Lab

  • Create a marketing email
  • Create a Segment in Dynamics 365 Marketing
  • Create a Customer Journey

Lab : Dynamics 365 Sales Capstone Lab

  • Create and qualify a Lead
  • Manage a sales Opportunity

Lab : Dynamics 365 Capstone Lab

  • Create and publish a Knowledge Article
  • Manage a support Case through its life cycle

Lab : Dynamics 365 Capstone Lab

  • Create a Case and escalate to a Work Order
  • Schedule items with Dynamics 365 Field Service

Lab : Dynamics 365 Project Operations Capstone Lab

  • Create a project-based Lead
  • Manage a project-based Opportunity
  • Create a Project Quote and Project Estimate​

Cancellation Policy

We require 16 calendar days notice to reschedule or cancel any registration. Failure to provide the required notification will result in 100% charge of the course. If a student does not attend a scheduled course without prior notification it will result in full forfeiture of the funds and no reschedule will be allowed. Within the required notification period, only student substitutions will be permitted. Reschedules are permitted at anytime with 16 or more calendar days notice. Enrollments must be rescheduled within six months of the cancel date or funds on account will be forfeited.

Training Location

Online Classroom
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About Global Knowledge

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Global Knowledge is the world's leading learning services and professional development solutions provider. We deliver learning solutions to support customers as they adapt to key business transformations and technological advancements that drive the way that organizations around the world differentiate themselves and thrive. Our learning programs, whether designed for a global organization or an individual professional, help businesses close skills gaps and foster an environment of continuous talent development.

Training Provider Rating

This vendor has an overall average rating of 4.38 out of 5 based on 431 reviews.

I would never take another course that starts at 11AM and goes to 9PM again. The way the course was laid out really took away from ... Read more
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I would never take another course that starts at 11AM and goes to 9PM again. The way the course was laid out really took away from the capturing of what was presented as it was 5-6 hours of watching a screen before getting to the actual labs. There has to be a better way to lay out this particular course. In my previous course, the lectures were broken up by labs which worked out fantastic and kept you engaged in the course. There were days when in order to actually complete the labs, would go over the 9PM day end time frame. Was able to get the primary labs done, but if you want to get all the content completed, you cannot complete it in the window of this course, you will need to come back on your own time.

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Instructor was great
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Wasn’t as advanced as I thought it would be. There was an issue when the day my course was the first time they used a new platfo ... Read more
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Wasn’t as advanced as I thought it would be. There was an issue when the day my course was the first time they used a new platform.. from adobe to something called zoom; I had to call support line cause it stated our instructor wasn’t present. Thankfully I called cause everyone online was in the adobe virtual classroom waiting for what looked like a teacher who didn’t show up for class (IT didn’t get anything resolved until 10mins after start time). I felt like he was really getting hung up on very basic knowledge for the first half of the course (talking about how to create tabs and drag formulas as an example). I completed files a few times before he was done explaining. There was a scheduled fire drill for them (roughly 30mins)that also cut into our time, which wasn’t deducted from the hour lunch break or the two, fifteen min breaks. I also really wish he touched base more on the automating workbook functions portion which we barely did. I'm happy there were/are those study guides (learning videos) and exams to take on my own time that I hope after I've had the class are still available for me to learn from.

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