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TRAINING COURSE: Microsoft Dynamics 365 Fundamentals Customer Engagement Apps
(CRM)
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About the course

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Course Code: IT 198
266 Course Visits
Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM)
Course Sector:
Information Technology
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Course Dates and Locations
Choose a date and location to book your seat
No.
Date
Days
Location
Fees
Enrollment
01
05 - 09 Nov 2023
5 Days
Virtual
$2,150
Book Now
02
05 - 09 Nov 2024
5 Days
Virtual
$2,150
Book Now
Introduction
Training course introducion / brief

This training course is designed to provide participants with the fundamental
concepts of customer engagement and the shared functionality across the
Microsoft Dynamics 365 customer engagement apps. Subsequently, the course
thoroughly explores each customer engagement app, offering learners a
comprehensive overview of its capabilities.

Course Objectives
At the end of the training course, participants will be able to

 * Outline the functionalities and capabilities of Dynamics 365 Marketing.
 * Provide an overview of the features and capabilities of Dynamics 365 Sales.
 * Explain the capabilities and functionalities of Dynamics 365 Customer
   Service.
 * Detail the capabilities and functionalities of Dynamics 365 Field Service.



Course Audience
Who is this course for, and can benefit the most
 * Cloud Computing Engineer
 * Computer Network Specialist
 * Computer Support Specialist
 * Database Administrator
 * Information Technology Analyst
 * Information Technology Leadership
 * Information Security Specialist
 * Software/Application Developer
 * Web Developer
 * Technology sales consultant

Course Outline
The course aims and learning outcomes
 * 01 day One
   
 * 02 day Two
   
 * 02 day Two
   
 * 04 day Four
   
 * 05 day Five
   
   

Core capabilities of Dynamics 365 customer engagement apps



 * Customer engagement
 * Power Platform
 * Microsoft Dataverse
 * Customer engagement apps
 * Customers and activities
 * Locate and filter data
 * Reporting
 * Excel integration options
 * Teams integration
 * Outlook integration



Fundamentals of Dynamics 365 Marketing



 * Dynamics 365 Marketing capabilities overview
 * Marketing business scenario
 * Customer journeys
 * Segments and email marketing
 * Lead generation and qualification
 * Marketing forms
 * Event management
 * Related app business scenario
 * Dynamics 365 Customer Insights
 * Dynamics 365 Customer Voice



Fundamentals of Dynamics 365 Sales



 * Dynamics 365 Sales capabilities overview
 * Sales business scenario
 * Work with leads
 * Work with Opportunities
 * Sales order processing
 * Business process flows
 * Related app business scenario
 * Sales pipeline and forecasting
 * Sales Insights
 * Sales Navigator
 * Dynamics 365 Sales mobile app



Fundamentals of Dynamics 365 Customer Service



 * Customer Service overview
 * Service business scenario
 * Case lifecycle including SLA’s
 * Case management
 * Queues and workload management
 * Customer service business process flows
 * Knowledge management
 * Related apps business scenario
 * Omnichannel for Customer Service
 * Customer Service reporting
 * Customer Voice with Customer Service



Fundamentals of Dynamics 365 Field Service



 * Field Service business scenario
 * Work order lifecycle
 * Inspections
 * Field Service mobile app
 * Scheduling
 * Asset management
 * Connected Field Service



Providers and Associations
Providing the best training services and benefits to our valued clients
Boost certificate of completion

BOOST's Professional Attendance Certificate “BPAC” is always given to the
delegates after completing the training course, and depends on their attendance
of the program at a rate of no less than 80%, besides their active participation
and engagement during the program sessions.
ENDORSED EDUCATION PROVIDER

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Flexible deadlines
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Earn certificate upon completion

COURSE METHODOLOGY

Our Training programs are implemented by combining the participants' academic
knowledge and practical practice (30% theoretical / 70% practical activities).

At The end of the training program, Participants are involved in practical
workshop to show their skills in applying what they were trained for. A detailed
report is submitted to each participant and the training department in the
organization on the results of the participant's performance and the return on
training. Our programs focus on exercises, case studies, and individual and
group presentations.

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