Instructor-led (classroom)
Intermediate
1 day
English
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.
Before attending this course, students must have:
This course has been designed to apply to end users of Microsoft Dynamics 365 Customer Engagement, including:
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.
A 360-degree learning approach that you can adapt to your learning style
Engage and learn more with these live and highly-interactive classes alongside your peers
24/7 Teaching Assistance Keep engaged with integrated teaching
Projects provide you with sample work to show prospective employers.
Real-world projects relevant to what you’re learning throughout the program
A support team focused on helping you succeed alongside a peer community
After completing this course, students will be able to:
Introduction
This module provides the attendee with an introduction to Microsoft Dynamics 365 Customer Engagement.
Lessons
Lab : Setting up your lab environment
Lab : Dynanmics 365 Orientation
After completing this module, students will be able to:
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
Lab : Working with Activities
After completing this module, students will be able to:
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
Lab : Managing Records
Lab : Create a Personal View
After completing this module, students will be able to:
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
Lab : Tracking Activities in Outlook
After completing this module, students will be able to:
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
Lab : Using Global Find
Lab : Using Quick Find
Lab : Using Advanced Find
After completing this module, students will be able to:
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
Lab : Create a custom Report
Lab : Explore the Charts
Lab : Explore the Dashboards
After completing this module, students will be able to:
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