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Course Summary

Whether you are a business stakeholder, functional consultant at the start of your career or a student, this certification is a validation of your broad knowledge of the customer engagement apps in Microsoft Dynamics 365, including:

• Marketing capabilities
• The automation of the sales, service, and support lifecycles

The Microsoft Certified: Dynamics Fundamentals (CRM) certification could be a great fit for you if you’d like to:

• Understand the core capabilities across the Dynamic 365 customer engagement apps.
• Validate your Dynamics 365 skills.
• Highlight your understanding of business operations and customer engagement.
• Demonstrate capability in Dynamics 365 customer engagement capabilities to move to the next level.

Describe Dynamics 365 Customer Insights (15–20%)
• Explore Customer Insights – Journeys
• Describe use cases for Customer Insights – Journeys
• Describe lead generation and qualification
• Describe use cases for marketing forms
• Describe how to target customers by using segments and subscription lists
• Describe email marketing
• Describe customer journeys
• Describe event management features and capabilities
• Describe Customer Insights – Data and Dynamics 365 Customer Voice
• Describe use cases of and capabilities for Customer Insights – Data
• Describe use cases for and capabilities of Customer Voice

Describe Dynamics 365 Sales (15–20%)
Explore Sales
• Describe use cases for Dynamics 365 Sales
• Describe leads and the process for qualifying leads
• Describe the opportunity management process
• Describe the quote lifecycle
• Describe the order management and invoice management processes
• Describe use cases for business process flows
• Describe Sales capabilities and related apps
• 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 use cases for the Dynamics 365 Sales mobile app

Describe Dynamics 365 Customer Service (20–25%)
Explore Customer Service
• Describe use cases for Dynamics 365 Customer Service
• Describe the functionality for workload management, including basic routing (basic queues), Unified Routing, and Agent Inbox
• Describe knowledge management in Dynamics 365 Customer Service
• Describe the case lifecycle including service-level agreements (SLAs) and entitlements
• Describe Customer Service capabilities and related apps
• Describe Omnichannel for Customer Service
• Describe reporting and data visualization options in Dynamics 365 Customer Service
• Describe use cases of Dynamics 365 Customer Voice for Customer Service

Describe Dynamics 365 Field Service (15–20%)
• Explore Field Service
• Describe use cases for Dynamics 365 Field Service
• Describe common field service processes
• Describe the work order lifecycle
• Describe inspections in Dynamics 365 Field Service
• Describe the Field Service mobile app
• Describe the scheduling capabilities of Field Service
• Describe resource and scheduling processes
• Describe asset management and customer assets
• Describe Connected Field Service for Dynamics 365

Explore the core capabilities of customer engagement apps in Dynamics 365 (20–25%)
• Describe the foundations of customer engagement apps
• Describe use cases for customer engagement apps
• Describe Microsoft Power Platform as it relates to customer engagement apps
• Describe Microsoft Dataverse as the foundation for customer engagement apps
• Navigate to and within customer engagement apps
• Describe shared activities and integration options in customer engagement apps
• Describe customers and activities
• Describe search options and filter criteria
• Describe reporting capabilities including dashboards, charts, and views
• Describe Microsoft Teams integration
• Describe Microsoft Outlook integration
• Describe Microsoft Excel integration

There are no prerequisites for taking this course.

Describe Dynamics 365 Customer Insights (15–20%) Describe Dynamics 365 Sales (15–20%) Describe Dynamics 365 Customer Service (20–25%) Describe Dynamics 365 Field Service (15–20%) Explore the core capabilities of customer engagement apps in Dynamics 365 (20–25%)

Following your booking, a confirmation message will be sent to all participants, ensuring you're well-informed of your successful enrollment. Calendar placeholders will also be dispatched to assist you in scheduling your commitments around the course. Rest assured, all course materials and access to necessary labs or platforms will be provided no later than one week before the course begins, allowing you ample time to prepare and engage fully with the learning experience ahead.

Our comprehensive training package includes all the necessary materials and resources to facilitate a full learning experience. Enrollees will be provided with detailed course content, encompassing a wide array of topics to ensure a thorough understanding of the subject matter. Additionally, participants will receive a certificate of completion to recognize their dedication and hard work. It's important to note that while the course fee covers all training materials and experiences, the examination fee for certification is not included but can be purchased separately.
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