Module 1: Foundations of Dynamics 365 Customer Engagement Apps

Module 2: Shared Activities and Integration Options

• Lab 1: Hands-on experience with customer engagement apps
• Lab 2: Managing customers and activities

Demos:

• Dynamics 365 Customer Engagement Apps
• Dynamics 365 Customers and Activities
• Search and Filter Data
• Teams Integration

Module 1: Explore Dynamics 365 Customer Insights

Module 2: Dynamics 365 Customer Insights – Data and Customer Voice

• Lab 1: Creating a simple customer journey

Demos:

• Create Customer Segments
• Manage an Event

Module 1: Explore Dynamics 365 Sales

Module 2: Sales Capabilities and Related Apps

• Lab 1: Create and Manage Opportunities in Dynamics 365 Sales

Demos:

• Dynamics 365 Sales Business Process Flow
• Dynamics 365 Sales Insights
• Dynamics 365 Sales Mobile App

Module 1: Explore Dynamics 365 Customer Service

Module 2: Dynamics 365 Customer Service Capabilities and Related Apps

• Lab 1: Create and Manage Cases in Dynamics 365 Customer Service

Demo:

• Use Omnichannel for Customer Service

Module 1: Explore Dynamics 365 Field Service

Module 2: Scheduling Capabilities in Dynamics 365 Field Service

Demos:

• Work with Work Orders
• Work with Inspections
• Dynamics 365 Field Service Mobile App
• Connected Field Service