About the course

Do you want to learn more about Dynamics 365? 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, the core capabilities of customer engagement apps as well as with each of the customer engagement apps, including Dynamics 365 Customer Insights, Dynamics 365 Sales, Dynamics 365 Customer Service and Dynamics 365 Field Service. You will also learn how Copilot can assist you in executing customer engagement tasks in Dynamics 365. This course includes lectures and hands-on-labs.

Audience Profile

The Microsoft Dynamics 365 Fundamentals (CRM) course is targeted to those looking to familiarize themselves with and gain a broad exposure to the marketing, sales, customer service, and field service capabilities of Dynamics 365. This audience wants to explore how customer engagement apps (CRM) for Dynamics 365 can be used to:

• Unify profiles and tailor targeted customer journeys by using Dynamics 365 Customer Insights apps.
• Efficiently assist users through the complete sales order lifecycle by using Dynamics 365 Sales.
• Assist agents with case management through the complete customer support lifecycle by using Dynamics 365 Customer Service.
• Schedule and complete work orders by using Dynamics 365 Field Service.
• Evaluate how Copilot can assist with each of these. People in various roles and stages in their careers can benefit from this fundamentals course. The course is designed for IT professionals, business stakeholders, entrepreneurs, students, and people starting or changing careers who want to be exposed to the customer relationship capabilities of Dynamics 365.

Course Syllabus

Explore the core capabilities of Microsoft Dynamics 365 customer engagement apps
This learning path introduces learners to the capabilities shared across Dynamics 365 customer engagement apps. You'll learn about Microsoft Dataverse, get an overview of Dynamics 365 customer engagement apps, and learn about common capabilities.

Explore the fundamentals of Microsoft Dynamics 365 Customer Insights
This learning path introduces learners to the core capabilities of Dynamics 365 Customer Insights - Journeys and Dynamics 365 Customer Insights - Data. You also learn about the tasks involved in using those products.

Explore the fundamentals of Microsoft Dynamics 365 Sales
This learning path introduces learners to Dynamics 365 Sales. You'll learn about core product capabilities and other tools and AI capabilities that you can use to successfully and effectively manage the sales process.

Explore the fundamentals of Microsoft Dynamics 365 Customer Service
This learning path introduces learners to Dynamics 365 Customer Service. You'll learn about the core product capabilities and other tools that you can use to effectively and efficiently manage the support process for customers.

Explore the fundamentals of Microsoft Dynamics 365 Field Service
This learning path introduces learners to Dynamics 365 Field Service. You'll learn about core product capabilities and discuss the scheduling process and other tools that you can use to support your field service activities.

Certification

This training prepares you for:

• Exam: MB-910: Microsoft Dynamics 365 Fundamentals (CRM) for the
• Certification: Microsoft Certified: Dynamics 365 Fundamentals (CRM)

*Certificiranje ni vključeno v ceno

Prerequisites

None. An understanding of cloud computing is helpful but isn't necessary.

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