CoPilot, Customers and Activities, Customer Insights, Dynamics 365 Sales, Dynamics 365 Customer Services, Field Service

What you'll learn

Gain a deep understanding of Microsoft's Dynamics 365 platform, including its core functionalities and the various modules it offers

Learn how to navigate and use Dynamics 365 for various business processes such as sales, customer service, field service, and customer insights

Discover how to seamlessly integrate Dynamics 365 with other Microsoft tools like Excel, Word, Teams, and Outlook, enhancing productivity and collaboration

Understand how to manage customer data, track activities, and optimize customer interactions using Dynamics 365's CRM capabilities

Learn to manage the entire sales process, from lead generation to closing deals, using the Dynamics 365 Sales module

Master the tools available in Dynamics 365 to efficiently manage customer service requests, including logging, tracking, and resolving issues

Learn how to optimize field service operations, including scheduling, work order management, and resource allocation, using the Dynamics 365 Field Service

Gain skills in using the Dynamics 365 Customer Insights module to analyze customer data, understand behaviors

Requirements

Basic Computer Skills

Familiarity with Microsoft Office

Interest in Business Applications

No prior experience with Dynamics 365 or other CRM systems is necessary.

A basic understanding of Microsoft Office applications like Word, Excel, and Outlook is beneficial

Description

Course Overview:Welcome to "Mastering Microsoft Dynamics 365," an all-encompassing course designed to equip you with the essential skills and knowledge to effectively utilize Microsoft's Dynamics 365 suite. This course is structured to provide a thorough understanding of Dynamics 365, including its core functionalities, integrations, and specialized modules, catering to both beginners and professionals seeking to enhance their proficiency in this powerful business application platform.Course Content:Section 1: IntroductionIn the opening section of this course, we set the stage for your learning journey with Dynamics 365.Lecture 1: IntroductionKickstart your learning experience with an overview of the course objectives, structure, and key takeaways. This lecture provides a brief introduction to what you can expect from the course and how it will help you in mastering Dynamics 365.Lecture 2: Content of this CourseDive into the details of what each section of the course will cover, ensuring you have a clear roadmap of the learning path ahead. This lecture outlines the key topics and modules that will be explored throughout the course.Lecture 3: Try Dynamics 365 for FreeLearn how to access a free trial of Dynamics 365. This lecture guides you through the process of setting up your free trial, allowing you to get hands-on experience as you progress through the course.Section 2: What to Know in Dynamics 365This section delves into the foundational elements of Dynamics 365, ensuring you understand the ecosystem and its accessibility.Lecture 4: What's Around Dynamics 365Gain insights into the broader Dynamics 365 ecosystem. This lecture covers the various applications and services that are part of Dynamics 365, helping you understand how they interconnect and support business processes.Lecture 5: What is CoPilotExplore CoPilot, an AI-driven assistant integrated within Dynamics 365. Learn how CoPilot can enhance your productivity by providing intelligent suggestions and automating routine tasks.Lecture 6: How to Access Dynamics 365Understand the different ways to access Dynamics 365, whether through desktop, web, or mobile applications. This lecture provides practical instructions on logging in and navigating the platform.Lecture 7: Test Your KnowledgeAssess your understanding of the foundational concepts covered in this section with a knowledge check. This lecture offers a series of questions designed to reinforce your learning and identify areas for improvement.Lecture 8: Customers and ActivitiesLearn how to manage customers and activities within Dynamics 365. This lecture covers the basics of customer relationship management (CRM), focusing on how to efficiently track interactions and activities.Lecture 9: Excel and Word Integration and PDFDiscover how to integrate Microsoft Excel and Word with Dynamics 365. This lecture shows you how to leverage these tools to enhance your data management and documentation processes, including exporting and importing data and generating PDF reports.Lecture 10: Teams IntegrationUncover the benefits of integrating Microsoft Teams with Dynamics 365. This lecture explains how to collaborate seamlessly with your team, share information, and manage communications within the Dynamics 365 environment.Lecture 11: Outlook IntegrationLearn how to connect Microsoft Outlook with Dynamics 365. This lecture covers email tracking, calendar synchronization, and how to manage customer communications directly from your inbox.Lecture 12: Test Your KnowledgeConclude this section with another knowledge check to ensure you have a solid grasp of the integration features discussed. This lecture includes questions designed to test your understanding of how Dynamics 365 integrates with other Microsoft tools.Section 3: Dynamics 365 Customer InsightsThis section introduces you to the powerful Customer Insights module within Dynamics 365, which helps you understand and engage with your customers better.Lecture 13: What is Customer Insights in Dynamics 365Get an overview of the Customer Insights module, which allows you to consolidate customer data, analyze behaviors, and derive actionable insights. This lecture highlights the importance of customer data in driving business decisions.Lecture 14: Your JourneysExplore the concept of customer journeys within Dynamics 365. This lecture teaches you how to create and manage customer journeys, guiding customers through personalized experiences and improving engagement.Lecture 15: Test Your KnowledgeTest your understanding of the Customer Insights module with this lecture's knowledge check. The questions are designed to reinforce your learning and ensure you're ready to apply these concepts in real-world scenarios.Section 4: Dynamics 365 SalesSection 4 focuses on the Sales module, providing you with the tools to manage and accelerate sales processes within Dynamics 365.Lecture 16: What is Dynamics 365 SalesLearn about the Dynamics 365 Sales module, which is designed to streamline the sales process from lead generation to closing deals. This lecture provides an overview of the key features and functionalities of the Sales module.Lecture 17: Product CatalogDiscover how to manage your product catalog within Dynamics 365 Sales. This lecture covers the setup and organization of products, including pricing, discounts, and product variants.Lecture 18: Opportunities in Dynamics 365 SalesUnderstand how to manage sales opportunities within Dynamics 365. This lecture walks you through the process of tracking potential sales, from initial contact to deal closure.Lecture 19: Sales Orders in Dynamics 365 SalesLearn how to create and manage sales orders. This lecture covers the sales order lifecycle, from creation to fulfillment, ensuring you can effectively process orders and manage customer expectations.Lecture 20: Sales Acceleration in Dynamics 365 SalesExplore the tools and strategies available in Dynamics 365 to accelerate your sales process. This lecture introduces features like sales forecasting, AI-driven insights, and automated follow-ups to boost sales performance.Lecture 21: Test Your KnowledgeWrap up this section with a knowledge check on the Dynamics 365 Sales module. This lecture's questions will help you assess your readiness to apply what you've learned to your sales processes.Section 5: Dynamics 365 Customer ServicesSection 5 dives into the Customer Service module, focusing on delivering exceptional customer support through Dynamics 365.Lecture 22: What is Dynamics 365 Customer ServicesGet an overview of the Customer Services module, which helps organizations manage and resolve customer issues efficiently. This lecture introduces the key features and tools available in the module.Lecture 23: Dynamics 365 Customer Services Life CycleUnderstand the lifecycle of a customer service request in Dynamics 365. This lecture walks you through the process of logging, tracking, and resolving customer issues, ensuring a smooth and efficient service experience.Lecture 24: Dynamics 365 Customer Services Articles and Test Your KnowledgeLearn how to create and manage knowledge base articles within Dynamics 365 Customer Services. This lecture also includes a knowledge check to test your understanding of the customer service processes covered in this section.Section 6: Dynamics 365 Field ServiceThe final section introduces the Field Service module, which helps organizations manage their field operations effectively.Lecture 25: What is Dynamics 365 Field ServiceDiscover the Dynamics 365 Field Service module, designed to optimize field operations such as service calls, repairs, and maintenance. This lecture provides an overview of how to schedule resources, manage work orders, and ensure timely service delivery.This course is designed to be comprehensive yet accessible, ensuring you gain a deep understanding of Dynamics 365 and its various modules. Whether you're new to the platform or looking to expand your knowledge, this course will equip you with the skills to leverage Dynamics 365 effectively in your organization. Join us on this journey to mastering Dynamics 365 and transforming the way you manage your business processes.

Overview

Section 1: Introduction

Lecture 1 Introduction

Lecture 2 Content of this course

Lecture 3 Try Dynamics 365 for free

Section 2: What to know in Dynamics 365

Lecture 4 What's around Dynamics 365

Lecture 5 What is CoPilot

Lecture 6 How to access Dynamics 365

Lecture 7 Test your knowledge

Lecture 8 Customers and activities

Lecture 9 Excel and Word integration and PDF

Lecture 10 Teams integration

Lecture 11 Outlook integration

Lecture 12 Test your knowledge

Section 3: Dynamics 365 Customers Insights

Lecture 13 What is Customers Insights Dynamics 365

Lecture 14 Your Journeys

Lecture 15 Test your knowledge

Section 4: Dynamics 365 Sales

Lecture 16 What is Dynamics 365 Sales

Lecture 17 Product catalog

Lecture 18 Opportunities Dynamics 365 Sales

Lecture 19 Sale orders Dynamics 365 Sales

Lecture 20 Sales acceleration Dynamics 365 Sales

Lecture 21 Test your knowledge

Section 5: Dynamics 365 customer services

Lecture 22 What is Dynamics 365 customer services

Lecture 23 Dynamics 365 customer services life cycle

Lecture 24 Dynamics 365 customer services articles and test your knowledge

Section 6: Dynamics 36 field service

Lecture 25 What is Dynamics 36 field service

This course is specifically designed for beginners who are new to Microsoft Dynamics 365