Dynamics 365 for Sales and Customer Service
[ Online Video Course ]
Dynamics 365 Customer Engagement ( CRM) is the updated version of legacy Dynamics CRM, one of the leading CRM application in the market. The demand for Dynamics 365 CE developers and functional consultants are on rising, and it’s even more with the release of the latest version of the application, that is Dynamics 365.
This Dynamics 365 CE/CRM video course focuses on Sales and Customer service functionality of Dynamics 365 Customer Engagement(CRM).
This course explains the basics of Dynamics 365 Customer Engagement (previously known as ‘Dynamics CRM”) and the sales management operation in detail.
The course is designed for sales professionals and pre-sales consultants who want to learn to utilize Dynamics 365 CRM in their work. The course talks about topics such as basic CRM technologies from the scratch and sales entities such as Accounts, Contacts, Leads and Opportunities. It also walks you through sales process, sales life cycles, lead to opportunity qualification etc. You will learn to use Dynamics 365 CRM for your sales operations by working with records – perform operations like create, update, delete, assign and share records on basis records. Covers chapters on order processing – product catalog, quotes, orders and invoices and how to use them. Involves configuration of product catalog and its components.
The demand for certified Dynamics 365 Customer Engagement (CRM) consultants are higher in the market. A 2-3 years experienced Dynamics 365 CRM functional consultant can earn as much as $70k-90k on an average. This course on Dynamics 365 CRM Sales will help you on the following job roles:
- Sales and Marketing
- IT Business Analysts
- Pre-sales Consultants
- Functional Consultant
- Testing Professionals
Who should attend this course:
- Project Managers
- Quality Analysts/Testers
- Functional Consultants
- Business analysts
Section 1: Overview of CRM and Dynamics 365
This section of the course gives you an introduction to CRM concepts and Dynamics 365 Customer Engagement ( CRM) to start with. Also the course will give you an overview of different modules in Dynamics 365 customer engagement, basic CRM terminologies, dynamics 365 apps etc. The first chapters will walk you through the process of creating a Dynamics 365 trial account and configure it to use.
Chapter 1 – Intro to Dynamics 365 Customer Engagement (CRM)
Chapter 2 – Start Working with Dynamics 365 CRM
Section 2: Dynamics 365 for Sales
This section of the D365 Customer Engagement (CRM) video course focus on sales management where you will learn about lead management, opportunity management, product catalog, and advanced order processing topics such as quotes, orders and invoices.
Chapter 3 – Working with Customers in Dynamics 365
Chapter 4 – Working with Leads and Opportunities
Chapter 5 – Order Processing in Dynamics 365
Section 3 Dynamics 365 for Customer Service
This section of Dynamics 365 CE/CRM video course is on customer service management which will walk you through the basics of customer service, case life-cycle, knowledge base and KB articles, contracts, entitlements and Service Level Agreements( SLAs).
Chapter 6 – Introduction to Customer Service in Dynamics 365
Chapter 7 – Working with Queue and Knowledge Base
Chapter 8 – Contracts and Entitlements in Dynamics CRM
Chapter 9 – SLAs in Dynamics CRM
Section 4 Configure Dynamics 365 Customer Engagement
This section explains to you how to configure your Dynamics 365 Customer application. Chapter 10 covers topics on basics administration settings, auto-numbering, additional currency and language setup, Security models, how to setup the basics security elements in two parts.
Chapter 10 – Basic Administration and Configuration Settings
Chapter 11 – Security Settings Part One
Chapter 12 – Security Settings Part Two
Chapter 13 – Data Management Settings
Chapter 14 – Document Management and Auditing
Once you finish his video course you will be able to:
Understand Dynamics 365 Sales functionality
Understand Dynamics 365 Customer Service functionality
Work with Dynamics 365 CRM comfortably
Use Dynamics 365 for your sales operations
Perform customer service operations using Dynamics 365
Perform Order processing
Setup Sale process
Setup and Configure Product Catalog
Setup Entitlements for Customer support
Configure SLAs for customer service
- Lectures 14
- Quizzes 0
- Duration 9 hours
- Skill level All levels
- Language English
- Students 200
- Assessments Yes
Section 1 - Overview of CRM and Dynamics 365 2
Section 2 - Dynamics 365 for Sales 3
Section 3 - Dynamics 365 for Customer Service 4
Section 4 - Configure Dynamics 365 Customer Engagement 5