Dynamics 365 for Sales and Customer Service
Dynamics 365 Customer Engagement ( CRM), popularly known as Dynamics CRM, is one of the leading CRM application in the market. The demand for Dynamics 365 CE developers and functional consultants are quite higher, and its even more with the release of latest version of the application, Dynamics 365.
This course focuses on the sales and customer service functionality of Dynamics 365 CE.
Section 1 – Overview of CRM and Dynamics 365
Section 1 of the course gives you an introduction to CRM concept and Dynamics 365 CE ( CRM) to start with. It will give you an overview of different modules in Dynamics 365 customer engagement, basic CRM terminologies, dynamics 365 apps. The chapter will also 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 is 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
Chapter 4 – Working with Leads and Opportunities
Chapter 5 – Order Processing in Dynamics 365
Section 3 Dynamics 365 for Customer Service
This section 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 the 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 3505
- 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