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Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM) [MB-910T00]

23. september 2022 Taastrup
28. oktober 2022 Aarhus
6. december 2022 Taastrup
DKK  5.499
ekskl. moms
Nr. 90980 A

Få en god introduktion til CRM-delen i Dynamics 365 og de muligheder der findes inden for Customer Engagement. Du får kendskab til Customer Engagement Apps samt modulerne Dynamics 365 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Service og Dynamics 365 Field Service ved hjælp af praktiske øvelser.

Deltagerprofil

Dette kursus er for alle som gerne vil have en grundlæggende introduktion til Custom Engagement mulighederne i Dynamics 365.

Forudsætninger

Du forventes at have en grundlæggende forståelse for kundeengagement (CRM). En forståelse for Cloud Computing vil være en fordel, men er ikke en forudsætning for deltagelse.

Udbytte

  • Beskrivelse af funktionerne i Dynamics 365 Marketing
  • Beskrivelse af funktionerne i Dynamics 365 Sales
  • Beskrivelse af funktionerne i Dynamics 365 Customer Service
  • Beskrivelse af funktionerne i Dynamics 365 Field Service
  • Beskrivelse af de grundlæggende funktionerne i Dynamics 365 customer engagement apps

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Materiale på engelsk

Materiale på engelsk

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Indhold

Modul 1: Examine the core capabilities of Microsoft Dynamics 365 Customer Engagement Apps
  • This module serves as an introduction to the shared features for the customer engagement apps. Learners are introduced to Microsoft Dataverse, and how data is made accessible and managed in the customer engagement apps, from shared entities to searching and filtering data and finally, available reporting and integration options.
     
    - Navigate the Dynamics 365 customer engagement apps
    - Explore common Dynamics 365 activities and integration options
Modul 2: Learn the Fundamentals of Dynamics 365 Marketing
  • This module introduces learners to the core capabilities of Dynamics 365 Marketing. In the first lesson you will learn about the core product capabilities to support key marketing tasks, from email marketing to segments and customer journeys. The next lesson covers event management, as well as Dynamics 365 Customer Voice for customer surveys and Dynamics 365 Customer Insights for AI-based analytics.
     
    - Explore Dynamics 365 Marketing
    - Explore other marketing capabilities and apps
     
Modul 3: Learn the Fundamentals of Dynamics 365 Sales
  • This module provides an introduction to Dynamics 365 Sales, focusing on managing leads, lead qualification, opportunities and sales orders as part of the standard sales lifecycle. Then we shift our attention to sales forecasting and the use of LinkedIn Sales Navigator and Dynamics 365 Sales Insights for improved relationship selling.
     
    - Examine Dynamics 365 Sales
    - Use sales capabilities
     
Modul 4: Learn the Fundamentals of Dynamics 365 Customer Service
  • This module provides an introduction to Dynamics 365 Customer Service. We begin with the standard case mangement business processes and how Customer Service addresses those. Then we examine the product capabilities, including business process flows, entitlements and SLAs, and knowledge management. Finally, we cover Omnichannel for Customer Service and historical analytics.
     
    - Explore Dynamics Field Service
    - Examine knowledge management in Dynamics 365 Customer Service and related apps
     
Modul 5: Learn the Fundamentals of Dynamics 365 Field Service
  • This module provides an introduction to Dynamics 365 Field Service. We begin with a discussion of the work order lifecycle. Then we examine the product capabilities, including work order generation, inspections, scheduling, asset management and Connected Field Service
     
    - Explore Dynamics 365 Field Service
    - Describe the scheduling process
Additional Reading
  • Please review the content associated with this course on Microsoft Learn. Please note that there is a separate learning path per product.

Certificering

Dette kursus er rettet mod eksamen MB-910 Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM). Eksamen bestilles og betales særskilt. Ved beståelse opnås certificeringen Microsoft Certified: Dynamics 365 Fundamentals Customer Engagement Apps (CRM).

Microsoft skriver om denne eksamen:

  • This exam measures your ability to describe the following: Dynamics 365 Marketing; Dynamics 365 Sales; Dynamics 365 Customer Service; Dynamics 365 Field Service; Project Operations; and shared features.
  • Candidates for this exam should have general knowledge of or relevant working experience in an Information Technology (IT) environment. They should also have a fundamental understanding of customer engagement principles and business operations.

Læs mere om IT-certificering her.

25656
Underviser

Undervisningen varetages af en erfaren underviser fra Teknologisk Instituts netværk bestående af branchens dygtigste undervisere.

Vælg dato

Taastrup
23. september 2022
Aarhus
28. oktober 2022
Taastrup
6. december 2022

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