- Duration: 10 weeks
1. Describe the foundations of Dynamics 365 customer engagement apps
This module introduces learners to the customer engagement applications for Dynamics 365, the individual apps, and how they relate to Microsoft Power Platform and Microsoft Dataverse.
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2. Describe shared activities and integration options in Dynamics 365 customer engagement apps
In this module, learners will be introduced to activities and integration options across the customer engagement apps for Dynamics 365.
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3. Explore Dynamics 365 Marketing
This module introduces learners to Dynamics 365 Marketing with a focus on email marketing, segments, customer journeys and lead generation and qualification.
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4. Describe Dynamics 365 Marketing apps
This module introduces learners to other applications that augment Dynamics 365 Marketing capabilities such as Dynamics 365 Customer Voice and Dynamics 365 Customer Insights.
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5. Explore Dynamics 365 Sales
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.
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6. Describe Dynamics 365 Sales capabilities and related apps
This module introduces learners to sales forecasting, LinkedIn Sales Navigator and Dynamics 365 Sales Insights and Viva Sales.
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7. Explore Dynamics 365 Customer Service
This module introduces learners to Dynamics 365 Customer Service, focusing on core elements such as cases, case lifecycle, queues, business process flows and Service-level agreements.
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8. Describe Dynamics 365 Customer Service capabilities and related apps
This module introduces learners to Omnichannel for Customer Service, reporting and data visualization and Dynamics 365 Customer Voice for Dynamics 365 Customer Service.
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9. Explore Dynamics 365 Field Service
This module introduces learners to Dynamics 365 Field Service, focusing on work orders, inspections and the Field Service mobile app.
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10. Describe Dynamics 365 Field Service scheduling capabilities and related apps
This module introduces learners to the scheduling capabilities of Dynamics 365 Field Service. It also discusses asset management and Connected Field Service.
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