Introduction to Dynamics 365-Introduction to Dynamics 365
Course introduction
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Welcome to Dynamics 365
Overview of the Dynamics 365 interface
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Introduction to Marketing Concepts in Dynamics 365-Dynamics 365 Marketing
Key capabilities of Dynamics 365 Marketing
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Get Started in Dynamics 365 Marketing
Overview of Dynamics 365 Marketing Interface
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Set up your Dynamics 365 Marketing Sandbox
Introduction to Marketing Concepts in Dynamics 365-Generating Leads and Targeting Customers
Creating customer journeys
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Marketing forms and pages
Set up lead scoring
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Describe lead generation and qualification
Segments and subscription lists
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Introduction to Marketing Concepts in Dynamics 365-Automatic and Email Marketing
Create and design an email
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Add dynamic and conditional content
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Design and run A/B tests
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Generate behavioral segments from journey results
Introduction to Marketing Concepts in Dynamics 365-Real-time Marketing and Event Management
Real-time marketing concepts
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Create real-time marketing emails
Send targeted emails in real-time marketing
Event planning and management
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Introduction to Marketing Concepts in Dynamics 365-Customer Insights and Customer Voice
Customer Insights and Customer Voice
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Explore Customer Voice
Exercise: Create a Customer Voice survey
Administrator settings
Plan a survey
Introduction to Sales Concepts in Dynamics 365-Dynamics 365 Sales
Key capabilities of Dynamics 365 Sales
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Get started in Dynamics 365 Sales
Overview of Dynamics 365 Sales Interface
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Set up your Dynamics 365 Sales Sandbox
Introduction to Sales Concepts in Dynamics 365-Leads and the Opportunity Management Process
Create and edit leads
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Manage duplicate leads
Exercise: Practice managing duplicate leads
Create an opportunity
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Add products, stakeholders, sales teams, and competitors
Introduction to Sales Concepts in Dynamics 365-From Quote to Order and Invoice
Quote lifecycle overview
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Create and send a quote
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Exercise: Practice creating quotes
Create orders
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Introduction to Sales Concepts in Dynamics 365-Sales Pipeline and Forecasting
Sales order processing lifecycle
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Sales pipeline phases
Understanding sales forecasting
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Manage Performance with Forecast Snapshots
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Introduction to Sales Concepts in Dynamics 365-Dynamics 365 Sales Insights and LinkedIn Sales Navigator
Product overviews
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Enable and configure Sales Insights
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Sales Insights standard and premium features
LinkedIn Sales Navigator features
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LinkedIn Sales Insights
Introduction to Customer Service Concepts in Dynamics 365-Dynamics 365 Customer Service
Key capabilities of Dynamics 365 Customer Service
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Overview of the Dynamics 365 Customer Service interface
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Set up your Dynamics 365 Customer Service Sandbox
Introduction to Customer Service Concepts in Dynamics 365-Overview of Customer Service
Introduction to the workspace
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Working with cases
Exercise: Practice creating a case
Introduction to Customer Service Concepts in Dynamics 365-Case Lifecycle and Queues
Review the case lifecycle
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Creating queues
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Effective case management
Creating a case
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Service-level agreements (SLAs)
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Describe SLAs
Follow up with Customer Voice
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Introduction to Customer Service Concepts in Dynamics 365-Knowledge Management and Historical Analysis
Roles within knowledge management
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Create and search knowledge articles
Historical analysis report types
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Introduction to Customer Service Concepts in Dynamics 365-Omnichannel for Customer Service
Capabilities of Omnichannel for Customer Service
Omnichannel administration
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Omnichannel chat
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Introduction to Field Service Concepts in Dynamics 365-Dynamics 365 Field Service
Key capabilities of Dynamics 365 Field Service
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Get started in Dynamics 365 Field Service
Overview of Dynamics 365 Field Service Interface
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Set up your Dynamics 365 Field Service Sandbox
Introduction to Field Service Concepts in Dynamics 365-Work Order Lifecycle within Dynamics 365 Field Service
Work order lifecycle overview
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Create a new work order
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Field Service mobile app overview
Use incident types to define work orders
Introduction to Field Service Concepts in Dynamics 365-The Inspections Feature of Dynamics 365 Field Service
Create an inspection
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Add inspections to work orders
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Exercise: Practice adding an inspection to a work order
Inspections on mobile
Configure advanced options for inspections
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Introduction to Field Service Concepts in Dynamics 365-Resource and Scheduling Processes in Dynamics 365 Field Service
Scheduling overview
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Enable an entity for scheduling
Resource Scheduling Optimization overview
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Schedule Board overview
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Scheduling Assistant overview
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Introduction to Field Service Concepts in Dynamics 365-Customer Assets and Connected Field Service
Inventory overview
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Create customer assets
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Architecture of Connected Field Service with IoT Hub
Create a warehouse to track inventory
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Set up agreements for preventative maintenance
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Connected Field for Dynamics 365 Field Service
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Receive IoT alerts in Connected Field Service
Introduction to Shared Features in Dynamics 365-Dynamics 365 Shared Features
Key integrations within Dynamics 365
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Identify common customer engagement features
Exercise: Practice navigating to and within Dynamics 365 customer engagement apps
Set up your Dynamics 365 Shared Features Sandbox
Introduction to Shared Features in Dynamics 365-Customer Engagement Apps and the Microsoft Dataverse
Microsoft Dataverse as the foundation
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Explore and access the Dynamics 365 customer engagement apps
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Work with activities and customers
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Introduction to Shared Features in Dynamics 365-Reporting Capabilities within Dynamics 365
Tips and solutions for reporting
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Third-party adaptors for SSIS and ETL tools
Use parameters
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Introduction to Shared Features in Dynamics 365-Integration with Microsoft Tools
Power BI overview
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Data exploration through Power BI
Extending, creating, and distributing Power BI reports
Pinning Power BI content to the client
Program Recap-Program Recap
Program Recap
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