Course 55250-A: Introduction to Microsoft Dynamics 365

Course Modality

Instructor-led (classroom)

Course Level

Intermediate

Course Time

1 day

Course Language

English

Course Overview

This course provides students with an introduction to Microsoft Dynamics 365 Customer Engagement by building a foundation for all subsequent courses and learning. The main features and apps are introduced including Sales, Service and Marketing. Students will learn important end user skills including how to proficiently work in Microsoft Dynamics 365 to find information quickly and easily using the out of the box tools such as Advanced Find, the Report Wizard, Charts and Dashboards through the Web Browser and Dynamics 365 for Outlook.

No previous experience of Microsoft Dynamics 365 is needed to sit this course. The course applies to both Business and Enterprise Editions of Microsoft Dynamics 365 Version 9 as well as online and on-premise deployments.

Prerequisites

Before attending this course, students must have:
- A working knowledge of Microsoft Office, Microsoft Excel and Microsoft Outlook. However, this course assumes no prior knowledge of Microsoft Dynamics 365.

Intended Audience

This course has been designed to apply to end users of Microsoft Dynamics 365 Customer Engagement, including:

Sales Representatives
Customer Service Representatives
Marketing Personnel
Project Managers
General End Users who are looking to improve skill in Dynamics 365

It is recommended that attendees of this course have an existing working knowledge of Microsoft Office, Microsoft Excel and Microsoft Outlook. However, this course assumes no prior knowledge of Microsoft Dynamics 365.

Why The DataTech Labs ?

Self-Paced Online Video

A 360-degree learning approach that you can adapt to your learning style

A 360-degree learning

Engage and learn more with these live and highly-interactive classes alongside your peers

24/7 Teaching Assistance

24/7 Teaching Assistance Keep engaged with integrated teaching

Online Practice Labs

Projects provide you with sample work to show prospective employers.

Applied Projects

Real-world projects relevant to what you’re learning throughout the program

Learner Social Forums

A support team focused on helping you succeed alongside a peer community

Skill Covered

After completing this course, students will be able to:

Be familiar with the Apps and Hubs in Microsoft Dynamics 365 Customer Engagement including Sales, Service and Marketing
Understand the differences between the Dynamics 365 Apps and PowerApps
Be able to Create, Update, Relate, Assign and Delete records in Microsoft Dynamics 365
Create Posts, Notes and Activities in the Timeline control and interact with the Relationship Assistant
Manage, Assign and Complete Activities

Understand Connections and use them to relate records together
Work with Views and create and save a Personal View of records
Understand how work with Lookups and Related Records
Share records and views with other Users
Perform bulk operations on records
Configure Personal Options to customize the user experience
Track Email and Appointments in Outlook against records in Dynamics 365
Proficiently find information using Global Search, Quick Find and Advanced Find
Explore the out of the box Reports and create a custom Report using the Report Wizard
Create a Personal Chart and Dashboard and set as your homepage

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Course Curriculum

Module 1

Introduction

This module provides the attendee with an introduction to Microsoft Dynamics 365 Customer Engagement.

Lessons

Lab : Setting up your lab environment

Install Sample Data

Lab : Dynanmics 365 Orientation

Explore Microsoft Dynamics 365

After completing this module, students will be able to:

Describe the key features and benefits of Microsoft Dynamics 365 Customer Engagement
Be familiar with the Sales Hub, Customer Service Hub and the Marketing App
Understand the differences between the Web and Outlook Interfaces
Know where to find help and further reading resources

Module 2

Records, Activities and Personal Options

This module presents the basic concepts and features in Microsoft Dynamics 365 Customer Engagement. We examine the relevance of Records and Relationships, tracking Activities and configuring Personal Options. You will also learn how to work with the Posts, Activities and Notes in the Timeline control.

Lessons

Lab : Set Personal Options

Change your Homepage
Change Records Per Page
Configure Format Settings

Lab : Working with Activities

Create a Task Activity
Track an Activity using the Set Regarding field
Assign an Activity using the Owner Field
Find and Complete an Activity

After completing this module, students will be able to:

Work with Records and Activities
Interact with Posts, Notes and Attachments in the Timeline control
Create Record Connections
Configure Personal Options
Work with Activity Records
Know where to find help and further reading resources

Module 3

Performing Work in Dynamics 365

This module presents common skills the end user requires to efficiently perform work in Microsoft Dynamics 365 Customer Engagement. You will learn how to work with Records, create Personal Views, Reassign Records to a different Owner and Share Records, Views and Charts with other Users. You will also learn how to perform bulk operations such as Edit Multiple.

Lessons

Working with data and records
Security considerations
System Views and Personal Views
Creating a Record
Editing an existing Record
Deleting a Record
Related Records
Reassigning a Record to a new Owner
Sharing a record with another User or Team
Performing operations on multiple Records

Lab : Managing Records

Create an Account Record
Relate a Contact to an Account
Reassign an Account Record
Share an Account Record
Make an Account Inactive

Lab : Create a Personal View

Create a Personal View
Set a default Personal View

After completing this module, students will be able to:

Perform operations on Records
Create and manage Personal Views
Reassign and Share Records
Perform bulk operations on Records

Module 4

Dynamics 365 for Outlook

In this module we will learn how to use Dynamics 365 for Outlook. The Outlook Add-in will be considered including the Dynamics 365 navigation options, the process to track Emails and Appointments against records in Dynamics 365 and how to synchronize your work with the Dynamics 365 server.

Lessons

Introduction to Dynamics 365 for Outlook
Dynamics 365 Pop-out Window
Tracking Activities in Outlook
Templates, Sales Literature and Articles
Creating Dynamics 365 Records in Outlook
Searching Dynamics 365 Records in Outlook

Lab : Tracking Activities in Outlook

Track an Email in Dynamics 365 for Outlook
Track an Appointment in Dynamics 365 for Outlook

After completing this module, students will be able to:

Be familiar with the Dynamics 365 for Outlook App
Understand the differences between the Web and Outlook Interfaces
Track Activities in Outlook against records in Dynamics 365

Module 5

Searching in Dynamics 365

In this module we will learn how to search for and find information in Microsoft Dynamics Customer Engagement. We will look at all the out of the box search tools including Global Find, Quick Find and Advanced Find.

Lessons

Introduction to searching in Dynamics 365
Global Search
Quick Find
Advanced Find

Lab : Using Global Find

Use Global Find to search for Information

Lab : Using Quick Find

Use Quick Find to search Account Records

Lab : Using Advanced Find

Use Advanced Find to search for Information

After completing this module, students will be able to:

Use Global Search
Use Quick Find
Be proficient in the Advanced Find Tool

Module 6

Reports, Charts and Dashboards

This module looks at the different methods available in Microsoft Dynamics 365 to analyse information. We look at the out of the box ‘Default’ reports and the process to create a custom report using the Dynamics 365 Report Wizard. This module also examines the out of the box Charts and Dashboards as well as the process to construct a custom Chart and Dashboard.

Lessons

Introduction to Reports, Charts and Dashboards
The Default Reports
The Reporting Wizard
Working with Charts
Working with Dashboards

Lab : Create a custom Report

Create a Custom Report
Test your new Report

Lab : Explore the Charts

Explore the Charts
Create a Custom Chart

Lab : Explore the Dashboards

Explore the Dashboard
Create a Custom Dashboard

After completing this module, students will be able to:

Be familiar with the out of the box Reports
Use the Reporting Wizard to create a custom Report
Understand the Dynamics 365 Charts
Create a custom Personal Chart
Understand the Dynamics 365 Dashboards
Create a custom Personal Dashboard

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