Beskrivelse
Få en god introduktion til CRM-delen i Dynamics 365 og de muligheder der findes inden for Customer Engagement. Du får kendskab til modulerne Dynamics 365 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Service og Dynamics 365 Field Service ved hjælp af praktiske øvelser.
Forudsætninger
Du forventes at have en grundlæggende forståelse for kundeengagement (CRM). En forståelse for Cloud Computing vil være en fordel, men er ikke en forudsætning for deltagelse.
Deltagerprofil
Dette kursus er for alle som gerne vil have en grundlæggende introduktion til Custom Engagement mulighederne i Dynamics 365.
Udbytte
Beskrivelse af funktionerne i Dynamics 365 Marketing
Beskrivelse af funktionerne i Dynamics 365 Sales
Beskrivelse af funktionerne i Dynamics 365 Customer Service
Beskrivelse af funktionerne i Dynamics 365 Field Service
Beskrivelse af funktionerne i Dynamics 365 Project Operations (CRM)
Indhold
Modul 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.
- Get introduced to the Dynamics 365 customer engagement apps
- Examine Dynamics 365 Marketing
- Describe Dynamics 365 Marketing capabilities
- Review Additional Marketing Apps
Modul 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.
- Explore Dynamics 365 Sales
- Manage the sales lifecycle with Dynamics 365 Sales
- Review additional sales apps
Modul 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.
- Examine Dynamics 365 Customer Service
- Describe Dynamics Customer Service capabilities
- Review additional customer service apps
Modul 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.
- Examine Dynamics Field Service
- Generate Work Orders in Dynamics 365 Field Service
- Describe the scheduling capabilities of Dynamics 365 Field Service
- Examine the inventory management capabilities of Dynamics 365 Field Service
- Review the asset management capabilities of Dynamics 365 Field Service
Modul 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.
- Examine Dynamics 365 Project Operations
- Describe the sales capabilities of Dynamics 365 Project Operations
- Plan projects with Dynamics 365 Project Operations
- Review the resource utilization capabilities of Dynamics 365 Project Operations
Certificering Dette kursus er rettet mod eksamen MB-910 Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM). Eksamen bestilles og betales særskilt. Ved beståelse opnås certificeringen Microsoft Certified: Dynamics 365 Fundamentals Customer Engagement Apps (CRM).
Microsoft skriver om denne eksamen:
This exam measures your ability to describe the following: Dynamics 365 Marketing; Dynamics 365 Sales; Dynamics 365 Customer Service; Dynamics 365 Field Service; Project Operations; and shared features.
Candidates for this exam should have general knowledge of or relevant working experience in an Information Technology (IT) environment. They should also have a fundamental understanding of customer engagement principles and business operations.
Læs mere om IT-certificering her.
Microsoft Software Assurance Vouchere Kurset kan betales med 2 SA-vouchere. De skal dog være reserveret senest den 30. juni 2021.
Undervisere Undervisningen varetages af en erfaren underviser fra Teknologisk Instituts netværk bestående af branchens dygtigste undervisere.
Deltagerprofil Dette kursus er for dig, som gerne vil have en grundlæggende introduktion til Dynamics 365 - Custom Engagement samt de muligheder og services i Dynamics 365.
Forudsætninger Du forventes at have en grundlæggende forståelse for kundeengagement (CRM). En forståelse for Cloud Computing vil være en fordel, men er ikke en forudsætning for deltagelse.
Få en grundlæggende introduktion til Microsoft Dynamics 365/CRM. På kurset får du et samlet overblik over de mange muligheder der findes inden for Customer Engagement. Du lærer at navigere i account, kontakter oog aktiviteter og du får et god kendskab til Customer Engagement Apps samt modulerne Dynamics 365 Customer Insights, Dynamics 365 Sales, Dynamics 365 Customer Service og Dynamics 365 Field Service.
Grundlæggende introduktion til Dynamics 365 customer engagement apps og hvordan du navigerer
Forståelse for funktionerne i Dynamics 365 Customer Insights - Journeys
Forståelse for funktionerne i Dynamics 365 Sales
Forståelse for funktionerne i Dynamics 365 Customer Service
Forståelse for funktionerne i Dynamics 365 Field Service
Certificering Dette kursus er rettet mod eksamen MB-910 Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM). Eksamen bestilles og betales særskilt. Ved beståelse opnås certificeringen Microsoft Certified: Dynamics 365 Fundamentals Customer Engagement Apps (CRM).
Microsoft skriver om denne eksamen:
This exam measures your ability to describe the following: Dynamics 365 Customer Insights - Journeys; Dynamics 365 Sales; Dynamics 365 Customer Service; Dynamics 365 Field Service, and exlpore the core capabilities of Dynamics 365 customer engagement apps.
Whether you are a business stakeholder, functional consultant at the start of your career or a student, this certification is a validation of your broad knowledge of the customer engagement apps in Microsoft Dynamics 365.
Læs mere om IT-certificering her.
Indhold Modul 1: Explore the core capabilities of Microsoft Dynamics 365 customer engagement apps
Get an introduction to the capabilities shared across Dynamics 365 customer engagement apps. Youll learn about Dataverse, get an overview of Dynamics 365 customer engagement apps, and learn about common capabilities. - Describe the foundations of Dynamics 365 customer engagement apps- Describe shared activities and integration options in Dynamics 365 customer engagement apps
Modul 2: Explore Dynamics 365 Customer Insights - Journeys
This module introduces learners to the core capabilities of Dynamics 365 Customer Insights - Journeys. Its marketing automation capabilities provide organizations with a solid foundation to design automated customer journyes that help guide and nuture prospects. - Explore Dynamics 365 Customer Insights - Journeys- Describe Dynamics 365 Customer Insights - Data and Dynamics 365 Customer Voice
Modul 3: Explore the Fundamentals of Dynamics 365 Sales
This module introduces you to Dynamics 365 Sales. Youll learn about core product capabilities and other tools that you can use to successfully and effectively manage the sales process. - Explore Dynamics 365 Sales- Describe Dynmiacs 365 Sales capabilities and related apps
Modul 4: Explore the Fundamentals of Dynamics 365 Customer Service
This module introduces you to Dynamics 365 Customer Service. Youll learn about the cores product capabilities and other tools that you can use to effectively and efficiently manage the support process for customers. - Explore Dynamics 365 Customer Service- Describe Dynamics 365 Customer Service capabilities and related apps
Modul 5: Explore the Fundamentals of Dynamics 365 Field Service
This module introduces you to Dynamics 365 Field Service. Youll learn about core product capabilities and discuss the scheduling process and other tools that you can use to support your field service activities. - Explore Dynamics 365 Field Service- Describe Dynamics 365 Field Service scheduling capabilities and related apps
Bemærk: Indhold for dette kursus tilpasses løbende af Microsoft for at følge med den løbende teknologiske udvikling, der kan derfor ske ændringer af kursusindhold uden varsel. 