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Introduction to Microsoft Dynamics 365 (CRM) - 81066

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Introduction to Microsoft Dynamics 365 (CRM) - 81066 Course Outline

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.

This course helps prepare you for assessment Microsoft Dynamics 365 Enterprise for Customer Service.

This course helps prepare you for assessment Microsoft Dynamics 365 Enterprise for Sales.

This course helps prepare you for exam MB2-717.

What are the goals for this course?
• 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

Course Outline

Module 01: Dynamics 365 CRM Overvie
Module Overview
Functional Areas
Entity Relationship Model
Differences between entity, record, form, field
Access Types
Help Areas
DEMO: Help Areas
Module Review

Module 02: Navigating Dynamics 365 Sales, Customer Service, and Marketing
Module Overview
Navigating Dynamics 365 with the Menu Bar
DEMO: Web Client Navigation
DEMO: Create an Account Record
DEMO: Create an Account Record
Record Action Types
DEMO: Create a Task Activity
Interaction Wall
DEMO: Working with Views
Search for Data
DEMO: Global Search
Module Review

Module 03: Sales Management
Module Overview
Introduction and Overview of Sales
DEMO: Create and Disqualify a Lead
DEMO: Create an Opportunity
Module Review

Module 04: Customer Service
Module Overview
Introduction and overview of Customer Service
Case Management
DEMO: Create a Case
Module Review

Module 05: Marketing
Module Overview
Introduction and Overview of Marketing
Marketing Lists
DEMO: Create a Quick Campaign
Track and Report
Module Review
View outline in Word


Attend hands-on, instructor-led Introduction to Microsoft Dynamics 365 (CRM) - 81066 training classes at ONLC's more than 300 locations. Not near one of our locations? Attend these same live classes from your home/office PC via our Remote Classroom Instruction (RCI) technology.

For additional training options, check out our list of CRM Courses and select the one that's right for you.


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