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Machine Learning Engineer
Familiarize yourself with the concept of customer engagement and also with 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.
Module 1: Learn the basics of Dynamics 365 Marketing
This module covers the basic concepts of customer engagement and the commonalities of customer engagement apps before delving deeper into Dynamics 365 Marketing. We start with the standard business processes and how marketing addresses them. Then we look at the capabilities of the product. Finally, we look at additional marketing apps such as LinkedIn Campaign Manager, Dynamics 365 Customer Voice and Dynamics 365 Customer Insights.
Lessons
- Introduction to Dynamics 365 customer engagement apps
- Testing Dynamics 365 Marketing
- Describe the capabilities of Dynamics 365 Marketing
- Review additional marketing apps
Lab :
- Working with customer engagement apps
- Manage customers and activities
- Search and filter data
- Dynamics 365 Marketing Capstone Lab
- Create a marketing email
- Creating a segment in Dynamics 365 Marketing
- Creating a customer contact history
Module 2: Learn the basics of Dynamics 365 Sales
This module provides an introduction to Dynamics 365 Sales. We start with the standard sales business processes and how Sales addresses them. Then we look at the capabilities of the product. Finally, we look at additional sales apps such as Sales Insights and Sales Navigator.
Lessons
- Exploring Dynamics 365 Sales
- Manage the sales lifecycle with Dynamics 365 Sales
- Check additional sales apps
Lab : Dynamics 365 Marketing Capstone Lab
- Creating and qualifying a lead
- Managing an opportunity
Module 3: Learn the basics of Dynamics 365 Customer Service
This module provides an introduction to Dynamics 365 Customer Service. We start with the standard customer service business processes and how Customer Service addresses them. Then we look at the capabilities of the product. Finally, we look at additional customer service apps such as Omnichannel for Customer Service, Dynamics 365 Customer Service Insights, Customer Service Scheduling and Connected Customer Service.
Lessons
- Testing Dynamics 365 Customer Service
- Describe the capabilities of Dynamics 365 Customer Service
- Check additional customer service apps
Lab : Dynamics 365 Capstone Lab
- Creating and publishing a knowledge article
- Managing a support case through its lifecycle
Module 4: Learn the basics of Dynamics 365 Field Service
This module provides an introduction to Dynamics 365 Field Service. We start with the standard field business processes and how Field Service addresses them. Then we'll examine the product's capabilities, including work order creation, scheduling, inventory management and asset management.
Lessons
- Testing Dynamics Field Service
- Creating work orders in Dynamcis 365 Field Service
- Describe the scheduling capabilities of Dynamics 365 Field Service
- Describe the warehouse management capabilities of Dynamics 365 Field Service
- Describe the asset management capabilities of Dynamics 365 Field Service
Lab : Dynamics 365 Capstone Lab
- Create a request and escalate to a work order
- Planning elements with Dynamics 365 Field Service
Module 5: Learn the basics of Dynamics 365 Project Operations (CRM)
This module provides an introduction to the customer engagement aspects of Dynamics 365 Project Operations. We start with the standard project-based business processes and how Project Operations addresses them. We then examine the capabilities of the product, including utilization of sales, project management and resources.
Lessons
- Testing Dynamics 365 Project Operations
- Describe the sales capabilities of Dynamics 365 Project Operations
- Project planning with Dynamics 365 Project Operations
- Testing the resource utilization capabilities of Dynamics 365 Project Operations
Lab : Dynamics 365 Project Operations Capstone Lab
- Creating a project-based lead
- Managing a project-based sales opportunity
- Preparation of a project offer and a preliminary project calculation
- 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)
This course consists of training training and is led by a trainer who supervises the participants live. Theory and practice are taught with live demonstrations and practical exercises. The video conferencing software Zoom is used.
Individuals in different roles and at different stages in their career can benefit from this foundation course. This includes experts professionals, business stakeholders and others who want to learn the customer engagement capabilities of Dynamics 365, students, university graduates and people who are changing careers and want to use Dynamics 365 to reach the next level. Learners should have a basic understanding of the principles of customer engagement and business operations. An understanding of cloud computing is helpful but not necessary.
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