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.
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.
After completing this course, students will be able to:
1 - Describe the foundations of Dynamics 365 customer engagement apps
2 - Describe shared activities and integration options in Dynamics 365 customer engagement apps
3 - Explore Dynamics 365 Marketing
4 - Describe Dynamics 365 Marketing apps
5 - Explore Dynamics 365 Sales
6 - Describe Dynamics 365 Sales capabilities and related apps
7 - Explore Dynamics 365 Customer Service
8 - Describe Dynamics 365 Customer Service capabilities and related apps
9 - Explore Dynamics 365 Field Service
10 - Describe Dynamics 365 Field Service scheduling capabilities and related apps
Learners should have a fundamental understanding of customer engagement principles and business operations. An understanding of cloud computing is helpful, but isn't necessary.
