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