MB-910T00FR-AC - Principes fondamentaux de Microsoft Dynamics 365 (CRM)

Durée 1 Day

1000 

Catégorie :

tablet Prerequistes

Learners should have a fundamental understanding of customer engagement principles and business operations. An understanding of cloud computing is helpful, but isn't necessary.

check Description

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 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Service and Dynamics 365 Field Service. This course will include lecture as well as hands-on-labs.

check user Audience profile

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 as well as students, recent graduates, and people changing careers who want to leverage Dynamics 365 to move to the next level.

Job role: Business Owner

Preparation for exam: MB-910

Features: none

Discover lesson plan

Module 1 – Navigate the Dynamics 365 customer engagement apps – 8 units

This module introduces learners to the customer engagement applications for Dynamics 365. You will be introduced to the individual apps, learn how to navigate through them and to locate and filter data.

Learning objectives

After completing this module, you’ll be able to:

  • Describe use cases for Dynamics 365
  • Explain what Microsoft Dataverse is and how it is used
  • Examine the different Dynamics 365 CRM Apps
  • Review options for accessing applications
  • Locate and filter data in Dynamics 365

Module 2 – Explore common Dynamics 365 activities and integration options – 7 units

In this module, learners will be introduced to the common capabilities and activities across the customer engagement apps for Dynamics 365.

Learning objectives

After completing this module, you’ll be able to:

  • Work with customers and manage activities
  • Explore different reporting options
  • Describe the different integration options available

Prerequisites

None

Module 3 – Explore Dynamics 365 Marketing – 9 units

This module introduces learners to Dynamics 365 Marketing with a focus on email marketing, customer segmentation and customer journeys.

Learning objectives

After completing this module, you’ll be able to:

  • Identify use cases for Dynamics 365 Marketing
  • Explain email marketing
  • Describe how to target customers with segments
  • Explain how to create and leverage customer journeys in Dynamics 365 Marketing
  • Describe lead generation and qualification

Prerequisites

None

Module 4 – Explore other marketing capabilities and apps – 6 units

This module introduces learners to the event management capabilities of Dynamics 365 Customer Service. It also discusses Dynamics 365 Customer Voice and Dynamics 365 Customer Insights.

Learning objectives

After completing this module, you’ll be able to:

  • Examine the event management capabilities available
  • Explain Dynamics 365 Customer Voice
  • Describe Dynamics 365 Customer Insights

Prerequisites

None

Module 5 – Explore Dynamics 365 Sales – 10 units

This module introduces learners to Dynamics 365 Sales focusing on managing leads, lead qualification, opportunities and sales orders as part of the standard sales lifecycle.

Learning objectives

After completing this module, you’ll be able:

  • Explain Dynamics 365 Sales features and functionality
  • Review a typical sales lifecycle
  • Describe leads and the qualification process
  • Examine the opportunity management process
  • Explain sales order processing with Dynamics 365 Sales

Prerequisites

None