Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM)

Type
Virtual
Classroom ILT
Skill Level

Available dates
Learning Path
Virtual
Duration
1 Day

TYPE
Virtual
Classroom ILT
LEARNING PATH
SKILL LEVEL

DURATION
AVAILABLE DATES
Choose date
From: R3 400,00
Price excluding VAT
Introduction
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, as well as each of the customer engagement apps, including Dynamics 365 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, and the customer relationship management (CRM) capabilities of Dynamics 365 Project Operations. This course will include lecture as well as hands-on labs.
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, students, recent graduates, and people changing careers who want to leverage Dynamics 365 to move to the next level.
Job role: Business Owner
Pre-requisites
- Learners should have a fundamental understanding of customer engagement principles and business operations. An understanding of cloud computing is helpful, but isn’t necessary.
Course Objectives
After completing this course, students will be able to:
- Describe the capabilities and functionality of Dynamics 365 Marketing
- Describe the capabilities and functionality of Dynamics 365 Sales
- Describe the capabilities and functionality of Dynamics 365 Customer Service
- Describe the capabilities and functionality of Dynamics 365 Field Service
- Describe the capabilities and functionality of Dynamics 365 Project Operations (CRM)
Course content
Module 1: Learn the Fundamentals of Dynamics 365 Marketing |
This module covers the basic concepts of customer engagement and what the customer engagement apps have in common before diving into Dynamics 365 Marketing. We begin with the standard marketing business processes and how Marketing addresses those. Then we examine the product capabilities. Finally, we cover additional marketing apps such as LinkedIn Campaign Manager, Dynamics 365 Customer Voice and Dynamics 365 Customer Insights.
Lessons |
|
Lab : Working with customer engagement apps
Lab : Manage Customers and Activities Lab : Search and filter data Lab : Dynamics 365 Marketing Capstone Lab |
|
After completing this module, students will be able to: |
|
Module 2: Learn the Fundamentals of Dynamics 365 Sales |
This module provides an introduction to Dynamics 365 Sales. We begin with the standard sales business processes and how Sales addresses those. Then we examine the product capabilities.
Finally, we cover additional sales apps such as Sales Insights and Sales Navigator. Lessons |
|
Lab : Dynamics 365 Sales Capstone Lab |
|
After completing this module, students will be able to |
|
Module 3: Learn the Fundamentals of Dynamics 365 Customer Service |
This module provides an introduction to Dynamics 365 Customer Service. We begin with the standard customer service business processes and how Customer Service addresses those. Then we examine the product capabilities. Finally, we cover additional customer service apps such as Omnichannel for Customer Service, Dynamics 365 Customer Service Insights, Customer Service Scheduling and Connected Customer Service.
Lessons |
|
Lab: Dynamics 365 Capstone Lab |
|
After completing this module, you will be able to: |
|
Module 4: Learn the Fundamentals of Dynamics 365 Field Service |
This module provides an introduction to Dynamics 365 Field Service. We begin with the standard field service business processes and how Field Service addresses those. Then we examine the product capabilities, including work order generation, scheduling, inventory management and asset management.
Lessons |
|
Lab : Dynamics 365 Capstone Lab |
|
After completing this module, students will be able to: |
|
Module 5: Learn the Fundamentals of Dynamics 365 Project Operations (CRM) |
This module provides an introduction to the customer engagement aspects of Dynamics 365 Project
Operations. We begin with the standard project-based business processes and how Project Operations addresses those. Then we examine the product capabilities, including sales, project management, and resource utilization. Lessons |
|
Lab : Dynamics 365 Project Operations Capstone Lab |
|
After completing this module, students will be able to: |
|
Associated certifications and exam
This course prepares students to write the MB-910: Microsoft Dynamics 365 Fundamentals Customer Engagement Apps exam.
On successful completion of this course students will receive a Torque IT attendance certificate.

Microsoft Overview
Skilled Microsoft engineers add significant value to the marketplace by reducing the cost of technology solutions whilst improving efficiency and fuelling innovation. Through authorized Microsoft training, Torque IT empowers engineers, developers and end-users to realise their full potential by providing them with the necessary knowledge and skills to optimise the adoption and use of Microsoft solutions.
Torque IT considers authorised Microsoft training to be an integral part of any Microsoft implementation. Microsoft authorised training, and associated certification, ensures that you get the most from your technology investment and that you are able to operate above the technology curve. Microsoft career certifications are universally recognised as demonstrating a high level of expertise and credibility for individuals and the organisations that employ them.
Authorized Microsoft training and certification is the industry standard for any solution that includes designing, selling, implementing, upgrading, managing, and operating Microsoft solutions.
For 19 years, Torque IT has maintained the status of Gold Learning Partner for Microsoft in South Africa. This is the highest level of accreditation that Microsoft awards to Learning Partners that specialize in technical, product, sales, development, end-user and solutions training.
These achievements reflect our commitment to providing our customers with quality skills development, enablement, training, and certification solutions that demonstrate exceptional depth, breadth, and expertise across Windows Server, Windows Client, Microsoft Virtualization, Microsoft Azure, Office 365, Exchange Server, SharePoint Server, Skype for Business, System Centre Server, Visual Studio and Microsoft Office technologies.
Torque is recognized by Microsoft, and the industry, as having met rigorous standards for educational competency, service, customer satisfaction and investment in Microsoft technologies that will prepare the next generation of IT industry professionals.