Dynamics 365 Customer Engagement
[Pages:2]Dynamics 365 Customer Engagement: Introduction
WorkshopPLUS
Duration: 3 Days | Focus Area: Business/IT Alignment | Level: 100
Gain understanding of how to work with Dynamics 365 Customer Engagement for optimal functionality, performance, user adoption, and ultimately return on investment. Users are going to get understanding of the key components, sales, marketing, and customer service, that are necessary for mastering the application as well as
introduced to advanced topics, such as reporting, dashboards, security model as well as an introduction to customizations. All through practical exposure in handson labs.
OUTCOMES
Application
How to find your way around in Dynamics 365 Customer Engagement
Efficiency
Effectively managing the sales process, marketing campaigns, and
customer service
PREREQUISITES
Customization
Learn the techniques of customizing the product. Understand the concepts behind customization and extensibility
Participants that have existing experience in sales or customer service will receive the most value from this course.
Recommended Qualifications
? Understanding of Customer Relationship Management (CRM) concepts
? Experience with Office 365 products
Hardware Requirements
? An Intel Core-i5-based PC ? Office 365
? 4 GB RAM or more
? Windows 7, 8.x or 10
? Internet access with at least 1 Mbps bandwidth per student
2018 ? Microsoft Corporation. All rights reserved. This data sheet is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY
AGENDA
Duration: 3 days
START
DAY 1
DAY 2
DAY 3
End
APPLICATION
Feature overview of Dynamics 365
Customer Engagement
SALES, MARKETING
Opportunity and Account management,
Sales goals and Marketing Automation
CUSTOMER SERVICE, REPORTING
Customer Service, creating Reports and
Dashboards
ADVANCED TOPICS
Customizations and Office 365 integration
SYLLABUS
? Introducing Dynamics 365 Customer Engagement ? User Interface and System Navigation ? System Security and User Access ? Editable Grids
? Sales in Dynamics 365 Customer Engagement ? Dynamics 365: Sales Account Management ? Dynamics 365: Sales Opportunity Management ? Dynamics 365: Sales Goals and Metrics
? Charts, Dashboards & Reports ? Dynamics 365: Charts ? Dynamics 365: Dashboards ? Dynamics 365: Reports
? Marketing ? Dynamics 365: Marketing ? Dynamics 365: Campaigns
? Customer Service ? Dynamics 365: Customer Service ? Dynamics 365: Cases
? Customization and Extensibility ? Dynamics 365: Configuration vs. Customizations ? Dynamics 365: Entities, Relationships and Forms ? Dynamics 365: Business Process Flows
? Dynamics 365 Customer Engagement with Office 365 ? Dynamics 365: App for Outlook ? Team Collaboration in Dynamics 365
NEXT STEPS: If you are interested in an advanced Workshop on Dynamics 365 Customer Engagement, contact your Microsoft Account Representative.
2018 ? Microsoft Corporation. All rights reserved. This data sheet is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY
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