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Managing Customer Engagement with Microsoft Dynamics 365

Course Overview

Accelerate your career by gaining experience with the latest customer engagement applications from Microsoft.

Learn in-demand technology skills applicable for a wide range of job opportunities which include sales, service, marketing, information technology, and consultancy roles. Complete this customer engagement course to receive a certificate of achievement which will allow you to showcase your skills and give you a competitive advantage in the job market.

Microsoft Dynamics 365 business applications help organizations worldwide empower their employees, engage customers, and optimize operations. Powered by data and intelligence, Dynamics 365 allows organizations to capture new business opportunities and efficiently engage with customers.

This course prepares you for success in today's modern workplace by showing you how to use the customer engagement applications of Dynamics 365. Consume a variety of videos, scenarios, and success stories designed to showcase the powerful features available. Develop your customer engagement skills by completing the hands-on course activities.

Enroll in this course today! View the syllabus below.

What You’lll Learn:

Module 1: Customer Relationship Management

This module explains the basic concepts of Customer Relationship Management (CRM). Topics include:

  • What is CRM?
  • Examining CRM strategy
  • Exploring the concept of digital transformation
  • Learning how digital transformation is changing the way organizations manage customer relationships
  • Engaging and working with customers

Module 2: Dynamics 365 for Sales

This module examines how organizations use Dynamics 365 for Sales to empower sellers with insights to personalize relationships, predict customer needs, and increase sales. Topics include:

  • Leveraging social media to identify prospects and business opportunities
  • Utilizing tools such as LinkedIn to research and target customers
  • Managing and maintaining customer relationships

Module 3: Dynamics 365 for Customer Service

This module explains how organizations use Dynamics 365 for Customer Service to deliver faster personalized service and support, which adds value to every customer interaction. Topics include:

  • Managing customer support requests
  • Creating compelling customer experiences using routing automation
  • Enabling employees to resolve issues faster with knowledge management

Module 4: Customer Self-Service

This module examines how customers can interact with organizations and explores the methods organizations use to deliver customer self-support options. Topics include:

  • Examining industry trends affecting customer self-support
  • Delivering an omni-channel experience across multiple platforms
  • Creating chat solutions
  • Utilizing bots to provide automated support options

Module 5: Actionable Analytics

This module demonstrates the analytics and data visualization tools of Dynamics 365. Topics include:

  • Analyzing customer data using charts and dashboards
  • Connecting with Microsoft Excel for analytics
  • Interpreting customer data using Microsoft Power BI

Module 6: Dynamics 365 for Field Service

This module explores how organizations use Dynamics 365 for Field Service to better serve customers by tracking the field service experience at every step. Topics include:

  • Generating a work order using Internet of Things (IoT) devices
  • Associating qualified technicians to a work order
  • Dispatching technicians and updating customers
  • Delivering solutions on mobile devices

There is a graded assessment at the end of each module, including the course review. The course also includes multiple labs that are not graded.

You are graded on the following:

  • 90% of total available points - Module Assessment questions. There will be a short quiz at the end of each module that covers just the material from that module. You will have two attempts to answer each module assessment question correctly.

  • 10% of total available points - Course Review Assessment questions. There will be a short quiz at the end of the course review that covers material from the course. You will have two attempts to answer each module assessment question correctly.

You need to score 70% or better cumulatively to pass this course.

Please review the course syllabus for details about creating a trial environment to complete the labs.
View Course Syllabus

A lab is presented at the end of each module. You may download the entire lab document for future reference.
Open Lab Document

Prerequisites

None

Course Staff

 Derik Borrmann

Derik Borrmann

President and Director of learning for Myrium Technology Solutions

Myrium Technology Solutions.

Derik Bormann is the president and Director of learning for Myrium Technology Solutions. He began teaching soft skills, sales skills, and business processes in 1996. In 2000, he began teaching Information Technology courses which have included Network Infrastructure, SharePoint, Microsoft Office, as well as others.

Derik began working with Microsoft Dynamics 365 back in version 1.2 and has extensive experience with pre-sales, business process implementation, custom development, and system design. Derik has either authored or co-authored many Dynamics 365 courses. You can find many of his courses on the Dynamics Learning Portal. Derik’s courses include Dynamics 365, Customization and Configuration, Unified Service Desk, and Dynamics 365 for Field Service.

Derik is a regular contributor to Dynamics CRM tip of the Day. He often provides video tips and tricks on their YouTube channel Https://www.youtube.com/crmtipoftheday. Most recently, he has been delivering Microsoft Dynamics CRM Advanced level training around the world. He also often delivers Content to Microsoft Employees, helped to develop the content for Microsoft’s CRM Mentoring program, and authored or co-authoring many of Microsoft’s current and future CRM courses.

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