Course Overview
As a candidate for this certification, you aspire to understand how customer engagement apps for Dynamics 365 can be used to: Unify profiles and tailor targeted, personalized customer journeys by using Dynamics 365 Customer Insights apps. Efficiently assist users through the complete sales order lifecycle by using Dynamics 365 Sales. Assist agents with case management through the complete customer support lifecycle by using Dynamics 365 Customer Service. Schedule and complete work orders by using Dynamics 365 Field Service. Evaluate how Microsoft 365 Copilot can assist with each of these. The certification is intended for you if you’re seeking to start your journey using Dynamics 365 customer engagement solutions. You can use this certification to prepare for role-based or specialty certifications, but it’s not a prerequisite for any of them.
- The Introduction to Microsoft Dynamics 365 (CRM) course is designed for individuals who want to familiarize themselves with and gain broad exposure to the marketing
- customer service
- and field service capabilities of Dynamics 365.This fundamentals course is ideal for:
- IT professionals
- Business stakeholders
- Individuals starting or transitioning careersThese learners are interested in understanding how customer engagement apps (CRM) within Dynamics 365 can help organizations improve and unify their customer interactions.What Participants Will LearnParticipants will explore how Dynamics 365 customer engagement apps can be used to:
- Unify customer profiles and design targeted customer journeys using Dynamics 365 Customer Insights.
- Support the complete sales order lifecycle efficiently using Dynamics 365 Sales.
- Assist service agents with end-to-end case management using Dynamics 365 Customer Service.
- Schedule and complete work orders effectively with Dynamics 365 Field Service.
- Understand how Microsoft Copilot enhances each module with AI support.
- Gain insight into Dynamics 365 autonomous agents and their role in modern CRM automation.
- Describe Dynamics 365 Customer Insights
- Describe Dynamics 365 Sales
- Describe Dynamics 365 Customer Service
- Describe Dynamics 365 Field Service
- Explore the core capabilities of customer engagement apps in Dynamics 365
- Multiple choice format
- Time: 45 minutes
- Exam policy: Proctored Exam
Policies
Training Options
Corporate Training
We work with customers to provide tailor made training solutions, onsite and off site delivery with customized content to cover areas of key importance. Please contact for private batches or any other requirements.