Course 55250-A: Introduction to Microsoft Dynamics 365

Microsoft

Course 55250-A: Introduction to Microsoft Dynamics 365

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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.

Audience Profile

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.

Prerequisites

Course outline

Module 1: Introduction

Module Overview

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

Lessons

What is Dynamics 365 ?
The Benefits of Dynamics 365
The Sales Apps and Hubs
The Customer Service Apps and Hubs
The Marketing App
Dynamics 365 and PowerApps
The Web Interface
The Outlook Interface
Lists and Grids
Forms
Look ups and Related Records
Where to get Help
Further reading and resources

Lab Sessions

Setting up your lab environment
Dynanmics 365 Orientation

Lab Lessons

Install Sample Data
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

Module Overview

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

Records and Relationships
Activities
The Timeline Control
The Relationship Assistant
Connections
Setting your Personal Options

Lab Sessions

Set Personal Options
Working with Activities

Lab Lessons

Change your Homepage
Change Records Per Page
Configure Format Settings
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

Module Overview

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 Sessions

Managing Records
Create a Personal View

Lab Lessons

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

Module Overview

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 Sessions

Tracking Activities in Outlook

Lab Lessons

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

Module Overview

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 Sessions

Using Global Find
Using Quick Find
Using Advanced Find

Lab Lessons

Use Global Find to search for Information
Use Quick Find to search Account Records
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

Module Overview

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 Sessions

Create a custom Report
Explore the Charts
Explore the Dashboards

Lab Lessons

Create a Custom Report
Test your new Report
Explore the Charts
Create a Custom Chart
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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