Learners should have a fundamental understanding of customer engagement principles and business operations. An understanding of cloud computing is helpful, but isn’t necessary.

Module 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.

Lessons

• Get introduced to the Dynamics 365 customer engagement apps
• Examine Dynamics 365 Marketing
• Describe Dynamics 365 Marketing capabilities
• Lastly, review Additional Marketing Apps

Labs:

Working with customer engagement apps

Manage Customers and Activities

Search and filter data

Dynamics 365 Marketing Capstone Lab

• Create a marketing email
• Segment in Dynamics 365 Marketing
• And lastly, create a customer Journey

After completing this module, students will be able to describe:

Module 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.

Lessons

• Explore Dynamics 365 Sales
• Manage the sales lifecycle with Dynamics 365 Sales
• Lastly, review additional sales apps

Lab : Dynamics 365 Sales Capstone Lab

• Create and qualify a Lead
• Manage a sales Opportunity

After completing this module, students will be able to describe:

• Standard sales processes and how Dynamics 365 Sales addresses them
• Dynamics 365 Sales capabilities
• Lastly, additional sales apps such as Sales Insights and Sales Navigator

Module 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.

Lessons

• Examine Dynamics 365 Customer Service
• Describe Dynamics Customer Service capabilities
• Lastly, review additional customer service apps

Lab : Dynamics 365 Capstone Lab

• Create and publish a Knowledge Article
• Manage a support Case through its life cycle

After completing this module, students will be able to describe:

• Standard customer service processes and how Dynamics 365 Customer Service addresses them
• Dynamics Customer Service capabilities
• Lastly, additional sales apps such as Sales Insights and Sales Navigator

Module 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.

Lessons

• 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
• Lastly, review the asset management capabilities of Dynamics 365 Field Service

Lab : Dynamics 365 Capstone Lab

• Create a Case and escalate to a Work Order
• Schedule items with Dynamics 365 Field Service

After completing this module, students will be able to describe:

• Standard field service business processes and how Dynamics 365 Field Service addresses
• How to generate Work Orders
• Scheduling capabilities of Dynamics 365 Field Service
• Inventory management capabilities of Dynamics 365 Field Service
• Lastly, asset management capabilities of Dynamics 365 Field Service

Module 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.

Lessons

• Examine Dynamics 365 Project Operations
• Describe the sales capabilities of Dynamics 365 Project Operations
• Plan projects with Dynamics 365 Project Operations
• Lastly, review the resource utilization capabilities of Dynamics 365 Project Operations

Lab : Dynamics 365 Project Operations Capstone Lab

• Create a project-based Lead
• Manage a project-based Opportunity
• Lastly, create a Project Quote and Project Estimate

After completing this module, students will be able to describe the:

• Project-based customer engagement processes addressed by Dynamics 365 Project Operations
• Sales capabilities of Dynamics 365 Project Operations
• Project management capabilities of Dynamics 365 Project Operations
• Lastly, resource utilization capabilities of Dynamics 365 Project Operations

Related Courses:

MB-300 Microsoft Dynamics 365: Core Finance and Operations

MB-310 Microsoft Dynamics 365 Finance

MB-320 Microsoft Dynamics 365 Supply Chain Management, Manufacturing

MB-330 Microsoft Dynamics 365 Supply Chain Management

MB-340 Microsoft Dynamics 365 Commerce Functional Consultant

MB-500 Microsoft Dynamics 365: Finance and Operations Apps Developer

MB-300 and MB-500 D365 Developer  and Power Apps Integration Workshop

MB-700 Microsoft Dynamics 365: Finance and Operations Apps Solution Architect

MB-800 Microsoft Dynamics 365 Business Central Functional Consultant

MB-920 Microsoft Dynamics 365 Fundamentals (ERP)

Related Certifications:

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