Microsoft Dynamics 365 Customization Customer Engagement Apps CRM (55263)

This course will provide you with the skills needed to deploy and support business applications that make up the customer engagement capabilities of Dynamics 365.

Description

In this course you will learn best practice techniques to successfully execute projects to deploy and support Dynamics 365 Customer Engagement Apps, including Dynamics 365 Sales, Dynamics 365 Marketing, Dynamics 365 Customer Service, Dynamics 365 Field Service and Dynamics 365 Project Operations. This course is perfect for organizations that are planning to embark on a new Dynamics 365 Customer Engagement Apps project, with best practice techniques and methodologies to help make your project a success. In addition, this course provides you with an understanding of strategies to help you own, support and maintain Dynamics 365 Customer Engagement Apps.

Audience profile

This course is suitable for IT professionals, business stakeholders and others who want to learn how to deploy Microsoft Dynamics 365 Customer Engagement Apps. Including the following:

Learn how to Deploy, Customize, Configuring and Support Dynamics 365 Sales
Learn how to Deploy, Customize, Configuring and Support Dynamics 365 Marketing
Learn how to Deploy, Customize, Configuring and Support Dynamics 365 Customer Service
Learn how to Deploy, Customize, Configuring and Support Dynamics 365 Field Service
Learn how to Deploy, Customize, Configuring and Support Dynamics 365 Project Operations (CRM)

Course Outline

Module 1: Overview

In this module you will learn about the different approaches and methodologies available to help you deploy, own and support Microsoft Dynamics 365 Customer Engagement Apps in your organization.

Lessons

Microsoft licensing options
Considerations for Microsoft Dynamics 365 Projects
Extending Dynamics 365 Apps with the Power Platform
Waterfall Project Methodologies
Agile Project Methodologies
Project Stages and Phases
Project Teams and Roles
The need for Design
The need for Governance
Recommended Change Management Strategies

Lab : Starting a Microsoft Dynamics 365 Customer Engagement Project

Change Management in the Datavserse
Implementing an Agile Project Methodology

Module 2: Deploy, Customize, Configuring and Support Dynamics 365 Sales

In this module you will learn how to deploy and support the Microsoft Dynamics 365 Sales App in your organization.

Lessons

Dynamics 365 Sales Settings Configuration
Making Customizations the Sales App Navigation
Capturing custom Sales data
Customizing the Sales Business Process in Power Automate
Customizing the Lead Qualification Process
Configuring Sales Users Permissions
Configuring Sales Settings in the Power Platform
Product Catalog Settings
Creating a custom Quote process
Deploying Updates and Supporting the Sales App
Create a Sales Dashboard for your Sales Users

Lab : Dynamics 365 Sales Lab

Deploy a Sales App
Configure and customize a Sales App
Make changes to the Sales App

Module 3: Deploy, Customize, Configuring and Support Dynamics 365 Marketing

In this module you will learn how to deploy and support the Microsoft Dynamics 365 Marketing in your organization.

Lessons

Dynamics 365 Marketing Settings Configuration
Making Customizations in the Marketing App Navigation
Capturing custom Marketing data
Customizing the Marketing Process in Power Automate
Configuring Marketing Users Permissions
Configuring Marketing Settings in the Power Platform
Configuring and customizing Event Management
Branding Marketing Pages, Forms and Email Templates
Deploying Updates and Supporting the Marketing App
Create a Marketing Dashboard for your Marketing Users

Lab : Dynamics 365 Marketing Lab

Deploy the Marketing App
Configure and customize a Marketing App
Make changes to the Marketing App

Module 4: Deploy, Customize, Configuring and Support Dynamics 365 Customer Service

In this module you will learn how to deploy and support the Microsoft Dynamics 365 Customer Service in your organization.

Lessons

Dynamics 365 Customer Service Settings Configuration
Making Customizations in the Customer Service App Navigation
Capturing custom Customer Service data
Customizing the Case Resolution Process in Power Automate
Configuring Customer Service Users Permissions
Configuring Customer Service Settings in the Power Platform
Configuring and customizing the Knowledge Base
Customizing Case Management to fit your Organization
Deploying Updates and Supporting the Customer Service App
Create a Customer Service Dashboard for your Customer Service Users

Lab : Dynamics 365 Customer Service Lab

Deploy the Customer Service App
Configure and customize a Customer Service App
Make changes to the Customer Service App

Module 5: Deploy, Customize, Configuring and Support Dynamics 365 Field Service

In this module you will learn how to deploy and support the Microsoft Dynamics 365 Field Service in your organization.

Lessons

Dynamics 365 Field Service Settings Configuration
Making Customizations in the Field Service App Navigation
Capturing custom Field Service data
Customizing the Field Service Process in Power Automate
Configuring Field Service Users Permissions
Configuring Field Service Settings in the Power Platform
Configuring and customizing Inventory Management
Customizing Field Service to fit your Organization
Deploying Updates and Supporting the Field Service App
Create a Field Service Dashboard for your Field Service Users

Lab : Dynamics 365 Marketing Lab

Deploy the Field Service App
Configure and customize a Field Service App
Make changes to the Field Service App

Module 6: Deploy, Customize, Configuring and Support Dynamics 365 Project Service

In this module you will learn how to deploy and support the Microsoft Dynamics 365 Project Service in your organization.

Lessons

Dynamics 365 Project Service Settings Configuration
Making Customizations in the Project Service App Navigation
Capturing custom Project Service data
Customizing the Project Service Process in Power Automate
Configuring Project Service Users Permissions
Configuring Project Service Settings in the Power Platform
Configuring and customizing Project Operations
Customizing Project Service to fit your Organization
Deploying Updates and Supporting the Project Service App
Create a Project Service Dashboard for your Project Service Users

Lab : Dynamics 365 Project Service Lab

Deploy the Project Service App
Configure and customize a Project Service App
Make changes to the Project Service App

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