Agenda

• Describe the foundations of Dynamics 365 customer engagement apps
• Describe customer relationship management
• Describe Microsoft Power Platform and Dynamics 365 customer engagement apps
• Describe Microsoft Dataverse and Dynamics 365 customer engagement apps
• Describe use cases for Dynamics 365 customer engagement apps
• Navigate to and within Dynamics 365 customer engagement apps
• Describe shared activities and integration options in Dynamics 365 customer engagement apps
• Describe customers and activities
• Describe search criteria and filters
• Describe reporting capabilities including charts, dashboards, and views
• Describe Excel integrations
• Describe Microsoft Teams integration
• Describe Outlook integration
• Explore Dynamics 365 Customer Insights - Journeys
• Describe use cases for Dynamics 365 Customer Insights - Journeys
• Explore a Dynamics 365 Customer Insights - Journeys business scenario
• Describe email marketing
• Describe how to target customers by using marketing lists and segments
• Describe customer journeys
• Describe lead generation and qualification
• Describe use cases for marketing forms
• Describe event management features and capabilities
• Describe Dynamics 365 Customer Insights - Data and Dynamics 365 Customer Voice
• Explore a Dynamics 365 Customer Insights - Data business scenario
• Describe use cases for and capabilities of Dynamics 365 Customer Insights - Data
• Describe use cases for and capabilities of Dynamics 365 Customer Voice
• Explore Dynamics 365 Sales
• Describe use cases for Dynamics 365 Sales
• Review the sales lifecycle
• Explore a Dynamics 365 Sales business scenario
• Describe leads and the process for qualifying leads
• Describe the opportunity management process
• Describe Dynamics 365 Sales business process flows
• Describe sales order processing
• Describe Dynamics 365 Sales capabilities and related apps
• Identify additional Dynamics 365 Sales capabilities and related apps
• Explore a Dynamics 365 Sales related apps business scenario
• Describe sales pipeline and forecasting concepts
• Describe use cases for and capabilities of Sales Insights
• Describe use cases for and capabilities of LinkedIn Sales Navigator
• Describe the Dynamics 365 Sales mobile app
• Describe Microsoft Sales Copilot
• Explore Dynamics 365 Customer Service
• Describe use cases for Dynamics 365 Customer Service
• Explore a Dynamics 365 Customer Service business scenario
• Describe the case lifecycle including service-level agreements (SLAs) and entitlements
• Describe the functionality for workload management
• Describe Dynamics 365 Customer Service business process flows
• Describe knowledge management in Dynamics 365 Customer Service
• Describe Dynamics 365 Customer Service capabilities and related apps
• Explore a Dynamics 365 Customer Service-related apps business scenario
• Describe Omnichannel for Customer Service
• Describe reporting and data visualization options in Dynamics 365 Customer Service
• Describe Dynamics Customer Voice use cases for customer service
• Explore Dynamics 365 Field Service
• Describe use cases for Dynamics 365 Field Service
• Explore a Dynamics 365 Field Service business scenario
• Describe the work order lifecycle
• Describe inspections in Dynamics 365 Field Service
• Describe the Dynamics 365 Field Service mobile app
• Describe Dynamics 365 Field Service scheduling capabilities and related apps
• Describe resource and scheduling processes
• Explore a Dynamics 365 Field Service-related apps business scenario
• Describe asset management and customer assets
• Describe Connected Field Service for Dynamics 365