Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM)

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.

 

After completing this course, students will be able 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)

 

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

 

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.

 

Topics

 

Module 1: Learn the Fundamentals of Dynamics 365 Marketing

Module 2: Learn the Fundamentals of Dynamics 365 Sales

Module 3: Learn the Fundamentals of Dynamics 365 Customer Service

Module 4: Learn the Fundamentals of Dynamics 365 Field Service

Module 5: Learn the Fundamentals of Dynamics 365 Project Operations (CRM)