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MB2-717/81066: Introduction to Microsoft Dynamics 365

This course provides insight on the components within the Customer Service module to put customer service at the forefront of an organization’s intelligent customer engagement strategy.

This course provides information on the basic concepts of Microsoft Dynamics 365. It discusses some of the terms, concepts and many of the components that make up the Microsoft Dynamics 365 system. In addition, it provides an overview of information about application navigation, setting up accounts, contacts and activities, using the sales, customer service, and marketing processes within Microsoft Dynamics 365, as well as some of the features and functionalities related to Operations.

This course helps prepare you for exam MB2-717.

For a high-level introduction to Microsoft Dynamics 365 for Operations, please review course 81073: Introduction to Microsoft Dynamics 365 for Operations

This course is intended for Application Consultant, Pre – sales, Sales, Technology Consultant

Yêu cầu cơ bản/Prerequisites

General knowledge of Microsoft Windows

  • Discover how to navigate through various client types
  • Work with records through various client types
  • Explore the different action types that can be taken on a record
  • Track activities and data in Outlook
  • Dive deeper into views and how they are utilized
  • Review how to search for data using Global Search
  • Recognize the role of leads within Microsoft Dynamics 365
  • Examine the Lead to Opportunity Process Flow
  • Discuss communication tracking
  • Explore case types
  • Review the basic steps of the marketing process
  • Recognize how to plan and budget a marketing campaign
  • Examine marketing lists and how they can be used
  • Discuss quick campaign and when to use a marketing campaign

Module 01: Dynamics 365 CRM Overview

  • Module Overview
  • Functional Areas
  • Entity Relationship
  • Relationships and Records
  • Access Types
  • Help Area
  • DEMO: Help Areas
  • Module Review

Module 02: Navigating Dynamics 365 Sales, Customer Service, and Marketing

  • Module Overview
  • Client Types
  • DEMO: Web Client Navigation
  • Open and Create Records
  • Accounts and Contacts
  • DEMO: Create an Account Record
  • Other Actions on Records
  • Activities
  • DEMO: Create a Task Activity
  • Interaction Wall
  • Views
  • DEMO: Working with Views
  • Search for Data
  • DEMO: Global Search
  • Module Review

Module 03: Sales Management

  • Module Overview
  • Overview of Sales
  • Leads
  • DEMO: Create and Disqualify a Lead
  • Opportunities
  • DEMO: Create an Opportunity
  • Module Review

Module 04: Customer Service

  • Module Overview
  • Overview Customer Service
  • Case Management
  • DEMO: Create a Case
  • Module Review

Module 05: Marketing

  • Module Overview
  • Overview of Marketing
  • Marketing Lists
  • Marketing Campaigns
  • DEMO: Create a Quick Campaign
  • Campaign Responses
  • Module Review

Module 06: Overview of Operations

  • Module Overview
  • Cloud Based Solution
  • Value of Workspaces
  • Workflow Definition
  • Industry Focus
  • Reporting Tools
  • Module Review
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