Course subjects
Module 1: Examine the core capabilities of Microsoft Dynamics 365 customer engagement apps
This module serves as an introduction to the shared features for the customer engagement apps. Learners are introduced to Microsoft Dataverse, and how data is made accessible and managed in the customer engagement apps, from shared entities to searching and filtering data and finally, available reporting and integration options.
Lesson
Lab : Validate lab environment and work with the customer engagement apps
Lab : Manage Customers and Activities
Module 2: Learn the fundamentals of Dynamics 365 Marketing
This module introduces learners to the core capabilities of Dynamics 365 Marketing. In the first lesson you will learn about the core product capabilities to support key marketing tasks, from email marketing to segments and customer journeys. The next lesson covers event management, as well as Dynamics 365 Customer Voice for customer surveys and Dynamics 365 Customer Insights for AI-based analytics.
Lesson
Lab : Create a Segment
Lab : Create a Customer Journey
Module 3: Learn the fundamentals of Dynamics 365 Sales
This module provides an introduction to Dynamics 365 Sales, focusing on managing leads, lead qualification, opportunities and sales orders as part of the standard sales lifecycle. Then we shift our attention to sales forecasting and the use of LinkedIn Sales Navigator and Dynamics 365 Sales Insights for improved relationship selling.
Lesson
Lab : Create and manage a Lead
Lab : Create and manage an Opportunity
Module 4: Learn the Fundamentals of Dynamics 365 Customer Service
This module provides an introduction to Dynamics 365 Customer Service. We begin with the standard case management business processes and how Customer Service addresses those. Then we examine the product capabilities, including business process flows, entitlements and SLAs, and knowledge management. Finally, we cover Omnichannel for Customer Service and historical analytics.
Lesson
Lab : Create and publish a Knowledge Base article
Lab : Create and manage Cases
Module 5: Learn the Fundamentals of Dynamics 365 Field Service
This module provides an introduction to Dynamics 365 Field Service. We begin with a discussion of the work order lifecycle. Then we examine the product capabilities, including work order generation, inspections, scheduling, asset management and Connected Field Service.
Lesson
Lab : Create work orders in Dynamics 365 Field Service
Lab : Create an Inspection
Additional Reading: Please review the content associated with this course on Microsoft Learn. Please note that there is a separate learning path per product.
