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Using Microsoft Dynamics 365

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Dynamics 365 Customer Engagement Overview

Microsoft Dynamics 365 Customer Engagement is a Customer Relationship Management software package developed by Microsoft focusing on enhancing customer relationships for any organization. Out of the box, the product focuses mainly on Sales, Marketing, and Customer Service sectors. In this first chapter, participants will learn how to use and navigate the Dynamics 365 Customer Engagement Web Portal and the Outlook Plugin.

  • Microsoft Dynamics 365 concepts and terminology
  • Overview of the Microsoft Dynamics 365 User Interface
  • Navigating Microsoft Dynamics 365
  • Working with Dynamics 365 Applications
  • Using the Microsoft Dynamics 365 Command Bar
  • Record management in Microsoft Dynamics 365
  • Quick Find and Entity Filtering
  • Working with Advanced Find
  • Working with Relationship Hierarchies
  • Using Microsoft 365 for Outlook
  • Overview of Sales, Marketing and Service Management

Working with Customers

Account and contact records store much of the information that you and your team collect from your customers. You store data about companies you do business with in accounts. Similar to Microsoft Office Outlook or other email programs, you store data about the people you know and work with in contacts. Usually, an account has more than one contact associated with it, especially when you’re working with a larger company with many departments or locations and you deal with several people to manage the account.

  • Introduction to the Account and Contact Entity
  • Using the Account entity
  • Using the Contact entity
  • Account and Contact relationships
  • Working with Activities
  • Using Notes and Attachments
  • Hierarchy Visualization with Accounts and Contacts

Sales Management in Dynamics 365 Customer Engagement

Microsoft Dynamics 365 Customer Engagement supports the sales process from acquiring a new lead through the close of a sale. In this sales module, participants will learn how to create Leads, convert Leads into Opportunities and manage the Product Catalog inside Dynamics 365 Customer Engagement. Also, the usage of Opportunity records and how to convert them to Quotes, Orders and Invoices will be covered. At the end of this module, participants have seen the complete sales lifecycle in Dynamics 365 Customer Engagement.

  • The Sales Management Life Cycle
  • Core record types used in Microsoft Dynamics 365 sales management
  • Working with the Competitor and Sales Literature entities
  • Using Leads in Microsoft Dynamics 365
  • Qualifying Leads into Opportunities
  • Managing the Product Catalog in Microsoft Dynamics 365
  • Maintaining Price and Discount lists
  • Working with Opportunity Products
  • Creating and maintaining Quotes for Opportunities
  • Creating and working with Orders and Invoices

Marketing Automation in Dynamics 365 Customer Engagement

Microsoft Dynamics 365 can be a tool for creating and distributing marketing communications to your customers and prospective customers. In this module, participants will learn how to create Marketing Lists and use them inside a Marketing Campaign or Quick Campaign. Also, the execution of a Marketing Campaign and the follow up actions are covered in this module.

  • The concept of a Marketing List
  • Working with Static and Dynamic Marketing Lists
  • Working with Quick Campaigns
  • Planning and budgeting tasks related to marketing campaigns
  • Marketing Automation Life Cycle
  • Planning and Creating Marketing Campaigns
  • Campaign Execution and Response Management 

Service Management in Dynamics 365 Customer Engagement

You store all the data about customer issues or questions in a case. Cases can originate from phone calls, email, inquiries on your website, or even from posts on Facebook or Twitter. In this chapter, you will learn how to create cases, assign SLA's to case and create Entitlements or Support Contracts.

  • The Service Management Life Cycle
  • Core entities used in Microsoft Dynamics 365 Service Management
  • The lifecycle of a Case in Microsoft Dynamics 365
  • Writing and maintaining Knowledge Base Articles
  • Defining Entitlement Templates
  • Creating and using Entitlements
  • The Support Contract lifecycle
  • Working with Queues in Microsoft Dynamics 365
  • Defining and maintaining the Microsoft Dynamics 365 Subject Tree
  • Creating and using SLA's in Dynamics 365

Service Scheduling in Dynamics 365 Customer Engagement

  • Service Scheduling Life Cycle
  • Service Scheduling functionality. This includes Scheduling Services, Scheduling Administration, and Defining Services
  • Defining Sites in Microsoft Dynamics 365
  • Facility and Equipment management
  • The concepts of Resources and Resource Groups
  • Defining Services
  • Defining Selection Rules for Services
  • Overview of the Service Calendar
  • Scheduling Service Activities

This course is intended for end users, business users and key users new to Dynamics 365 Customer Engagement. Dynamics 365 Customer Engagement refers to the applications that make up the CRM portion of Dynamics 365, which includes the Sales, Customer Service, Field Service, and Project Service Automation applications. It provides the knowledge required to use and understand Dynamics 365 Customer Engagement. You learn about the out-of-the-box application functionality in Dynamics 365 Customer Engagement, including Sales Management, Marketing Automation, Service Management and Service Scheduling.

This course is intended for end users, business users and key users new to Dynamics 365 Customer Engagement.

No prior knowledge of Dynamics 365 Customer Engagement is necessary.

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