MB910T00: Microsoft Dynamics 365 Fundamentals (CRM)

Microsoft Dynamics 365 Fundamentals (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.

Duration: 1 Day

Prerequisites

• Fundamental understanding of customer engagement principles and business operations
• Understanding of cloud computing (suggested)

Audience

• Business Stakeholders
• IT Professionals
• Individuals who want to be exposed to the customer engagement capabilities of Dynamics 365 to leverage Dynamics 365 to move to the next level, such as students, recent graduates, and people changing careers

Learning Objectives

• Create a marketing email
• Create a segment in Dynamics 365 Marketing
• Create a customer journey
• Create and qualify a Lead
• Manage a sales opportunity
• Create and publish a Knowledge Article
• Manage a support case through its life cycle
• Create a case and escalate to a Work Order
• Schedule items with Dynamics 365 Field Service
• Create a project-based Lead
• Manage a project-based Opportunity
• Create a Project Quote and Project Estimate

Topics

• Learn the Fundamentals of Dynamics 365 Marketing
• Learn the Fundamentals of Dynamics 365 Sales
• Learn the Fundamentals of Dynamics 365 Customer Service
• Learn the Fundamentals of Dynamics 365 Field Service
• Learn the Fundamentals of Dynamics 365 Project Operations (CRM)