Overview

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Learners who complete this course will receive 50% off of the MB-910 Microsoft Certification Exam. Being able to maximize your usage of a customer relationship management (CRM) tool like Microsoft Dynamics is a powerful way to strengthen relationships with customers and help keep yourself organized. But with tools that are so comprehensive, where do you begin? By the end of this course, you will be able to utilize the tools found within Microsoft Dynamics 365. You’ll build up your knowledge of the tools through a series of readings, videos, practice quizzes and graded assessments. This course will demonstrate your capabilities within customer engagement, marketing and sales and establish you as a source of knowledge of these tools within your organization. This course is designed for individuals who have zero to two years of relevant work experience across sales, marketing, and customer service, and possible prior experience using Microsoft Dynamics. To be successful in this course, you should be interested in an introduction to Microsoft Dynamics 365, and have access to a free trial or paid account.

Syllabus

Introduction to Dynamics 365

After completion of this week, you will be able to discuss key capabilities of Dynamics 365. This includes marketing, sales, and service capabilities within the platform.

Introduction to Marketing Concepts in Dynamics 365

After completion of this week, you will be able to discuss key capabilities of Dynamics 365 Marketing. This includes generating and scoring leads, using customer journeys to automate activities, email marketing, event management, and the use of Dynamics 365 Customer Insights and Customer Voice.

Introduction to Sales Concepts in Dynamics 365

After completion of this week, you will be able to discuss key capabilities of Dynamics 365 Sales. This includes qualifying leads, the opportunity management process, order and invoice management, and the capabilities of Dynamics 365 Sales Insights and LinkedIn Sales Navigator.

Introduction to Customer Service Concepts in Dynamics 365

After completion of this week, you will be able to discuss key capabilities of Dynamics 365 Customer Service. This includes case lifecycle, using queues to manage work, historical analysis, and the capabilities of Omnichannel for Customer Service.

Introduction to Field Service Concepts in Dynamics 365

After completion of this week, you will be able to discuss key capabilities of Dynamics 365 Field Service. This includes the work order lifecycle, resource and scheduling processes, and scheduling options including Schedule Assistant and Resource Schedule Optimization (RSO).

Introduction to Shared Features in Dynamics 365

After completion of this week, you will be able to integrate customer engagement features and options with Dynamics 365. This includes the Dynamics 365 customer engagement apps, built-in reporting capabilities, and integration of Microsoft Teams, Excel, Word, and Outlook. You will also conduct data analysis using Power BI.