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