As a candidate for this certification, you aspire to understand how customer engagement apps for Dynamics 365 can be used to:
- Unify profiles and tailor targeted, personalized customer journeys by using Dynamics 365 Customer Insights apps.
- Efficiently assist users through the complete sales order lifecycle by using Dynamics 365 Sales.
- Assist agents with case management through the complete customer support lifecycle by using Dynamics 365 Customer Service.
- Schedule and complete work orders by using Dynamics 365 Field Service.
- Evaluate how Copilot can assist with each of these.
The certification is intended for you if you’re seeking to start your journey using Dynamics 365 customer engagement solutions.
You can use this certification to prepare for role-based or specialty certifications, but it’s not a prerequisite for any of them.
- Describe Dynamics 365 Customer Insights
- Describe Dynamics 365 Sales
- Describe Dynamics 365 Customer Service
- Describe Dynamics 365 Field Service
- Explore the core capabilities of customer engagement apps in Dynamics 365
- Aspiring CRM Professionals
- Business Analysts
- Sales and Marketing Professionals
- IT Professionals
- CRM End Users
- Small Business Owners
- Consultants and Advisors
- Professionals Seeking Certification
Learners should have a fundamental understanding of customer engagement principles and business operations. An understanding of cloud computing is helpful but isn't necessary.
- Lesson: Describe the foundations of Dynamics 365 customer engagement apps
- Lesson: Describe shared activities and integration options
- Lab exercise: Working with customer engagement apps
- Lab exercise: Manage customers and activities
- Lesson: Explore Dynamics 365 Dynamics 365 Customer Insights - Journeys
- Lesson: Describe Dynamics 365 Customer Insights - Data
- Lab exercise: Create a simple customer journey
- Lesson: Explore Dynamics 365 Sales
- Lesson: Describe Dynamics 365 Sales capabilities and related apps
- Lab exercise: Create and manage a lead and an opportunity in Dynamics 365 Sales
- Lesson: Explore Dynamics 365 Customer Service.
- Lesson: Describe Dynamics 365 Customer Service capabilities and related apps.
- Lab exercise: Create and manage cases
- Lesson: Explore Dynamics 365 Field Service.
- Lesson: Describe the scheduling process.
The Dynamics 365 Fundamentals (CRM) course is designed for anyone interested in learning about customer engagement apps.
Students don't need to have any experience with Dynamics 365 before taking this course; however, students should have a fundamental understanding of customer engagement principles and business operations. Additionally, a basic level of familiarity with computer technology, cloud computing, and the Internet is assumed.
Yes! This class prepares you for the exam MB-910: Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM)
Please reach out to info@industechservices.com after your course to obtain your exam voucher.
