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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