Microsoft - Introduction to Microsoft Dynamics 365
- Offered byCoursera
- Public/Government Institute
Introduction to Microsoft Dynamics 365 at Coursera Overview
Duration | 10 hours |
Total fee | Free |
Mode of learning | Online |
Difficulty level | Beginner |
Official Website | Explore Free Course  |
Credential | Certificate |
- Overview
- Highlights
- Course Details
- Curriculum
Introduction to Microsoft Dynamics 365 at Coursera Highlights
- Earn a certificate of completion
- Add to your LinkedIn profile
- 8 quizzes
Introduction to Microsoft Dynamics 365 at Coursera Course details
- Learners who complete this course will receive 50% off of the MB-910 Microsoft Certification Exam.
- Being able to maximize your usage of a customer relationship management (CRM) tool like Microsoft Dynamics is a powerful way to strengthen relationships with customers and help keep yourself organized. But with tools that are so comprehensive, where do you begin? By the end of this course, you will be able to utilize the tools found within Microsoft Dynamics 365. You will build up your knowledge of the tools through a series of readings, videos, practice quizzes and graded assessments. This course will demonstrate your capabilities within customer engagement, marketing and sales and establish you as a source of knowledge of these tools within your organization. This course is designed for individuals who have zero to two years of relevant work experience across sales, marketing, and customer service, and possible prior experience using Microsoft Dynamics. To be successful in this course, you should be interested in an introduction to Microsoft Dynamics 365, and have access to a free trial or paid account.
Introduction to Microsoft Dynamics 365 at Coursera Curriculum
Introduction to Dynamics 365
Course introduction
Overview of the Dynamics 365 interface
Welcome to Dynamics 365
Set your learning goals
Introduction to Marketing Concepts in Dynamics 365
Key capabilities of Dynamics 365 Marketing
Overview of Dynamics 365 Marketing Interface
Creating customer journeys
Set up lead scoring
Segments and subscription lists
Create and design an email
Add dynamic and conditional content
Design and run A/B tests
Real-time marketing concepts
Event planning and management
Customer Insights and Customer Voice
Get Started in Dynamics 365 Marketing
Set up your Dynamics 365 Marketing Sandbox
Marketing forms and pages
Describe lead generation and qualification
Generate behavioral segments from journey results
Create real-time marketing emails
Send targeted emails in real-time marketing
Explore Customer Voice
Exercise: Create a Customer Voice survey
Administrator settings
Plan a survey
Practice quiz
End-of-module graded quiz
Example A/B test
Introduction to Sales Concepts in Dynamics 365
Key capabilities of Dynamics 365 Sales
Overview of Dynamics 365 Sales Interface
Create and edit leads
Create an opportunity
Quote lifecycle overview
Create and send a quote
Create orders
Sales order processing lifecycle
Understanding sales forecasting
Manage Performance with Forecast Snapshots
Product overviews
Enable and configure Sales Insights
LinkedIn Sales Navigator features
Get started in Dynamics 365 Sales
Set up your Dynamics 365 Sales Sandbox
Manage duplicate leads
Exercise: Practice managing duplicate leads
Add products, stakeholders, sales teams, and competitors
Exercise: Practice creating quotes
Sales pipeline phases
Sales Insights standard and premium features
LinkedIn Sales Insights
Practice quiz
End-of-module graded quiz
Lead organization strategy
Quote essentials
Introduction to Customer Service Concepts in Dynamics 365
Key capabilities of Dynamics 365 Customer Service
Overview of the Dynamics 365 Customer Service interface
Introduction to the workspace
Review the case lifecycle
Creating queues
Creating a case
Service-level agreements (SLAs)
Follow up with Customer Voice
Roles within knowledge management
Historical analysis report types
Omnichannel administration
Omnichannel chat
Set up your Dynamics 365 Customer Service Sandbox
Working with cases
Exercise: Practice creating a case
Effective case management
Describe SLAs
Create and search knowledge articles
Capabilities of Omnichannel for Customer Service
End-of-module graded quiz
Leveraging SLAs in your role
Introduction to Field Service Concepts in Dynamics 365
Key capabilities of Dynamics 365 Field Service
Overview of Dynamics 365 Field Service Interface
Work order lifecycle overview
Create a new work order
Create an inspection
Add inspections to work orders
Configure advanced options for inspections
Scheduling overview
Resource Scheduling Optimization overview
Schedule Board overview
Scheduling Assistant overview
Inventory overview
Create customer assets
Create a warehouse to track inventory
Set up agreements for preventative maintenance
Connected Field for Dynamics 365 Field Service
Get started in Dynamics 365 Field Service
Set up your Dynamics 365 Field Service Sandbox
Field Service mobile app overview
Use incident types to define work orders
Exercise: Practice adding an inspection to a work order
Inspections on mobile
Enable an entity for scheduling
Architecture of Connected Field Service with IoT Hub
Receive IoT alerts in Connected Field Service
Practice quiz
End-of-module graded quiz
Access to information
Optimizing processes
Introduction to Shared Features in Dynamics 365
Key integrations within Dynamics 365
Microsoft Dataverse as the foundation
Explore and access the Dynamics 365 customer engagement apps
Work with activities and customers
Tips and solutions for reporting
Use parameters
Power BI overview
Identify common customer engagement features
Exercise: Practice navigating to and within Dynamics 365 customer engagement apps
Set up your Dynamics 365 Shared Features Sandbox
Third-party adaptors for SSIS and ETL tools
Data exploration through Power BI
Extending, creating, and distributing Power BI reports
Pinning Power BI content to the client
End-of-module graded quiz
Current implementation and future additions
Implementation options
Program Recap
Program Recap
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