Microsoft Dynamics 365 Fundamentals (CRM)

Möchten Sie mehr über den Dynamics 365 erfahren?
In diesem Training erhalten Sie eine umfassende Einführung in die Customer Engagement-Funktionen von Dynamics 365. Sie werden sich mit dem Konzept der Kundenbindung (Customer Engagement), den wichtigsten Funktionen der Customer Engagement-Apps sowie mit den einzelnen Customer Engagement-Apps vertraut machen, einschließlich Dynamics 365 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Service und Dynamics 365 Field Service.
Dieses Training umfasst Lektionen und praktische Übungen.

Das Training „Microsoft Dynamics 365 Fundamentals (CRM)“ richtet sich an Personen, die sich mit den Marketing-, Vertriebs-, Kundendienst- und Außendienstfunktionen von Dynamics 365 vertraut machen und einen umfassenden Einblick dazu erhalten möchten.
Diese Zielgruppe möchte die Features und Funktionen von Microsoft Dynamics 365 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Services und Dynamics 365 Field Service erkunden.
Von diesem Grundlagentraining profitieren Personen in verschiedenen Rollen und verschiedenen Karrierephasen. Der Kurs richtet sich an IT-Expert*innen, Geschäftsbeteiligte, Unternehmer*innen, Studierende und Personen, die Ihre Karriere beginnen oder einen neuen Karriereweg einschlagen oder die die Marketing-, Vertriebs-, Kundendienst- und Außendienstfunktionen von Dynamics 365 kennenlernen möchten

Keine. Kenntnisse zu Cloud Computing sind zwar hilfreich, aber nicht unbedingt erforderlich.

Describe the foundations of Dynamics 365 customer engagement apps

• Describe customer relationship management
• Describe Microsoft Power Platform and Dynamics 365 customer engagement apps
• Describe Microsoft Dataverse and Dynamics 365 customer engagement apps
• Describe use cases for Dynamics 365 customer engagement apps
• Describe Copilot in Dynamics 365 customer engagement apps
• Navigate to and within Dynamics 365 customer engagement apps

Describe shared activities and integration options in Dynamics 365 customer engagement apps

• Describe customers and activities
• Describe search criteria and filters
• Describe reporting capabilities including charts, dashboards, and views
• Describe Excel integrations
• Describe Microsoft Teams integration
• Describe Outlook integration

Explore Dynamics 365 Customer Insights - Journeys

• Describe use cases for Dynamics 365 Customer Insights - Journeys
• Explore a Dynamics 365 Customer Insights - Journeys business scenario
• Describe email marketing
• Describe how to target customers by using marketing lists and segments
• Describe customer journeys
• Describe lead generation and qualification
• Describe use cases for marketing forms
• Describe event management features and capabilities

Describe Dynamics 365 Customer Insights - Data

• Describe the core capabilities of Dynamics 365 Customer Insights-Data
• Explore a Dynamics 365 Customer Insights - Data business scenario
• Describe unified customer profiles
• Describe measures, segments, and predictions
• Describe consuming Dynamics 365 Customer Insights - Data in other apps

Explore Dynamics 365 Sales

• Describe use cases for Dynamics 365 Sales
• Review the sales lifecycle
• Explore a Dynamics 365 Sales business scenario
• Describe leads and the process for qualifying leads
• Describe the opportunity management process
• Describe sales order processing
• Describe Dynamics 365 Sales business process flows
• Describe Sales Accelerator

Describe Dynamics 365 Sales capabilities and related apps

• Identify additional Dynamics 365 Sales capabilities and related apps
• Explore a Dynamics 365 Sales related apps business scenario
• Describe sales pipeline and forecasting concepts
• Describe use cases for and capabilities of Sales Insights
• Describe use cases for and capabilities of LinkedIn Sales Navigator
• Describe the Dynamics 365 Sales mobile app
• Describe Microsoft Sales Copilot

Explore Dynamics 365 Customer Service

• Describe use cases for Dynamics 365 Customer Service
• Explore a Dynamics 365 Customer Service business scenario
• Describe the case lifecycle including service-level agreements (SLAs) and entitlements
• Describe the functionality for workload management
• Describe Dynamics 365 Customer Service business process flows
• Describe knowledge management in Dynamics 365 Customer Service

Describe Dynamics 365 Customer Service capabilities and related apps

• Explore a Dynamics 365 Customer Service-related apps business scenario
• Describe Omnichannel for Customer Service
• Describe Omnichannel Supervisor Experiences
• Describe Dynamics Customer Voice use cases for customer service
• Describe reporting and data visualization options in Dynamics 365 Customer Service

Explore Dynamics 365 Field Service

• Describe use cases for Dynamics 365 Field Service
• Explore a Dynamics 365 Field Service business scenario
• Describe the work order lifecycle
• Describe the Dynamics 365 Field Service app for Outlook for work order creation and scheduling
• Describe inspections in Dynamics 365 Field Service
• Describe the Dynamics 365 Field Service mobile app

Describe Dynamics 365 Field Service scheduling capabilities and related apps

• Describe resource and scheduling processes
• Explore a Dynamics 365 Field Service-related apps business scenario
• Describe asset management and customer assets
• Describe Connected Field Service for Dynamics 365