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Introduction to Microsoft Dynamics 365
  • Level Foundation
  • Duration 11 hours
  • Course by Microsoft
  • Offered by

About

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’ll 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. Learners who complete this course will receive 50% off of the MB-910 Microsoft Certification Exam.

Modules

Introduction to Dynamics 365

    • 2 Videos
    • 1 Readings
    • 1 Discussion
Show info about module content

1 Discussions

  • Set your learning goals

2 Videos

  • Course introduction
  • Overview of the Dynamics 365 interface

1 Readings

  • Welcome to Dynamics 365

Dynamics 365 Marketing

    • 2 Videos
    • 2 Readings
Show info about module content

2 Videos

  • Key capabilities of Dynamics 365 Marketing
  • Overview of Dynamics 365 Marketing Interface

2 Readings

  • Get Started in Dynamics 365 Marketing
  • Set up your Dynamics 365 Marketing Sandbox

Generating Leads and Targeting Customers

    • 3 Videos
    • 2 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice quiz

3 Videos

  • Creating customer journeys
  • Set up lead scoring
  • Segments and subscription lists

2 Readings

  • Marketing forms and pages
  • Describe lead generation and qualification

Automatic and Email Marketing

    • 3 Videos
    • 1 Readings
    • 1 Discussion
Show info about module content

1 Discussions

  • Example A/B test

3 Videos

  • Create and design an email
  • Add dynamic and conditional content
  • Design and run A/B tests

1 Readings

  • Generate behavioral segments from journey results

Real-time Marketing and Event Management

    • 2 Videos
    • 2 Readings
Show info about module content

2 Videos

  • Real-time marketing concepts
  • Event planning and management

2 Readings

  • Create real-time marketing emails
  • Send targeted emails in real-time marketing

Customer Insights and Customer Voice

    • 1 Videos
    • 4 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • End-of-module graded quiz

1 Videos

  • Customer Insights and Customer Voice

4 Readings

  • Explore Customer Voice
  • Exercise: Create a Customer Voice survey
  • Administrator settings
  • Plan a survey

Dynamics 365 Sales

    • 2 Videos
    • 2 Readings
Show info about module content

2 Videos

  • Key capabilities of Dynamics 365 Sales
  • Overview of Dynamics 365 Sales Interface

2 Readings

  • Get started in Dynamics 365 Sales
  • Set up your Dynamics 365 Sales Sandbox

Leads and the Opportunity Management Process

    • 2 Videos
    • 3 Readings
    • 1 Discussion
Show info about module content

1 Discussions

  • Lead organization strategy

2 Videos

  • Create and edit leads
  • Create an opportunity

3 Readings

  • Manage duplicate leads
  • Exercise: Practice managing duplicate leads
  • Add products, stakeholders, sales teams, and competitors

From Quote to Order and Invoice

    • 3 Videos
    • 1 Readings
    • 1 Discussion
Show info about module content

1 Discussions

  • Quote essentials

3 Videos

  • Quote lifecycle overview
  • Create and send a quote
  • Create orders

1 Readings

  • Exercise: Practice creating quotes

Sales Pipeline and Forecasting

    • 3 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice quiz

3 Videos

  • Sales order processing lifecycle
  • Understanding sales forecasting
  • Manage Performance with Forecast Snapshots

1 Readings

  • Sales pipeline phases

Dynamics 365 Sales Insights and LinkedIn Sales Navigator

    • 3 Videos
    • 2 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • End-of-module graded quiz

3 Videos

  • Product overviews
  • Enable and configure Sales Insights
  • LinkedIn Sales Navigator features

2 Readings

  • Sales Insights standard and premium features
  • LinkedIn Sales Insights

Dynamics 365 Customer Service

    • 2 Videos
    • 1 Readings
Show info about module content

2 Videos

  • Key capabilities of Dynamics 365 Customer Service
  • Overview of the Dynamics 365 Customer Service interface

1 Readings

  • Set up your Dynamics 365 Customer Service Sandbox

Overview of Customer Service

    • 1 Videos
    • 2 Readings
Show info about module content

1 Videos

  • Introduction to the workspace

2 Readings

  • Working with cases
  • Exercise: Practice creating a case

Case Lifecycle and Queues

    • 5 Videos
    • 2 Readings
    • 1 Discussion
Show info about module content

1 Discussions

  • Leveraging SLAs in your role

5 Videos

  • Review the case lifecycle
  • Creating queues
  • Creating a case
  • Service-level agreements (SLAs)
  • Follow up with Customer Voice

2 Readings

  • Effective case management
  • Describe SLAs

Knowledge Management and Historical Analysis

    • 2 Videos
    • 1 Readings
Show info about module content

2 Videos

  • Roles within knowledge management
  • Historical analysis report types

1 Readings

  • Create and search knowledge articles

Omnichannel for Customer Service

    • 2 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • End-of-module graded quiz

2 Videos

  • Omnichannel administration
  • Omnichannel chat

1 Readings

  • Capabilities of Omnichannel for Customer Service

Dynamics 365 Field Service

    • 2 Videos
    • 2 Readings
Show info about module content

2 Videos

  • Key capabilities of Dynamics 365 Field Service
  • Overview of Dynamics 365 Field Service Interface

2 Readings

  • Get started in Dynamics 365 Field Service
  • Set up your Dynamics 365 Field Service Sandbox

Work Order Lifecycle within Dynamics 365 Field Service

    • 2 Videos
    • 2 Readings
    • 1 Discussion
Show info about module content

1 Discussions

  • Access to information

2 Videos

  • Work order lifecycle overview
  • Create a new work order

2 Readings

  • Field Service mobile app overview
  • Use incident types to define work orders

The Inspections Feature of Dynamics 365 Field Service

    • 3 Videos
    • 2 Readings
Show info about module content

3 Videos

  • Create an inspection
  • Add inspections to work orders
  • Configure advanced options for inspections

2 Readings

  • Exercise: Practice adding an inspection to a work order
  • Inspections on mobile

Resource and Scheduling Processes in Dynamics 365 Field Service

    • 4 Videos
    • 1 Readings
    • 1 Discussion
    • 1 Assignment
Show info about module content

1 Assignment

  • Practice quiz

1 Discussions

  • Optimizing processes

4 Videos

  • Scheduling overview
  • Resource Scheduling Optimization overview
  • Schedule Board overview
  • Scheduling Assistant overview

1 Readings

  • Enable an entity for scheduling

Customer Assets and Connected Field Service

    • 5 Videos
    • 2 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • End-of-module graded quiz

5 Videos

  • Inventory overview
  • Create customer assets
  • Create a warehouse to track inventory
  • Set up agreements for preventative maintenance
  • Connected Field for Dynamics 365 Field Service

2 Readings

  • Architecture of Connected Field Service with IoT Hub
  • Receive IoT alerts in Connected Field Service

Dynamics 365 Shared Features

    • 1 Videos
    • 3 Readings
Show info about module content

1 Videos

  • Key integrations within Dynamics 365

3 Readings

  • Identify common customer engagement features
  • Exercise: Practice navigating to and within Dynamics 365 customer engagement apps
  • Set up your Dynamics 365 Shared Features Sandbox

Customer Engagement Apps and the Microsoft Dataverse

    • 3 Videos
    • 1 Discussion
Show info about module content

1 Discussions

  • Current implementation and future additions

3 Videos

  • Microsoft Dataverse as the foundation
  • Explore and access the Dynamics 365 customer engagement apps
  • Work with activities and customers

Reporting Capabilities within Dynamics 365

    • 2 Videos
    • 1 Readings
    • 1 Discussion
Show info about module content

1 Discussions

  • Implementation options

2 Videos

  • Tips and solutions for reporting
  • Use parameters

1 Readings

  • Third-party adaptors for SSIS and ETL tools

Integration with Microsoft Tools

    • 1 Videos
    • 3 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • End-of-module graded quiz

1 Videos

  • Power BI overview

3 Readings

  • Data exploration through Power BI
  • Extending, creating, and distributing Power BI reports
  • Pinning Power BI content to the client

Program Recap

    • 1 Videos
Show info about module content

1 Videos

  • Program Recap

Auto Summary

Dive into the dynamic world of customer relationship management with the "Introduction to Microsoft Dynamics 365" course, offered by Coursera. This foundational course is perfect for individuals with up to two years of experience in sales, marketing, or customer service who want to enhance their skills using Microsoft Dynamics 365. Guided by expert instructors, you'll explore the comprehensive tools within Microsoft Dynamics 365 through engaging readings, informative videos, practical quizzes, and graded assessments. By the end of the course, you'll be proficient in customer engagement, marketing, and sales, positioning yourself as a knowledgeable resource within your organization. The course spans 660 minutes and is available through Coursera's Starter and Professional subscription plans. Additionally, learners who complete the course receive a 50% discount on the MB-910 Microsoft Certification Exam, further solidifying their expertise. Whether you're new to Microsoft Dynamics 365 or looking to deepen your understanding, this course offers the essential knowledge and skills to leverage this powerful CRM tool effectively. Enroll today and take the first step towards mastering Microsoft Dynamics 365.

Microsoft
Instructor

Microsoft