Length
4 Days
Price
$3,500
Audience
End User \ Information Workers
On Demand
$3,100
This Revision
55253
Technology
Microsoft Dynamics 365 Versions 9
Delivery Method
Instructor Led Classroom and On Demand
Language
English

55253: Learn Dynamics 365 in 4 days for End Users

 

** This course has been recently updated to accommodate the October 2019 update for Dynamics 365 and Power Apps **

 

This course is a 'fast track' approach for end users, to learn the main key features of Microsoft Dynamics 365 in 4 days, including the Sales, Service and Marketing Apps and Hubs.

This course assumes no existing experience with Microsoft Dynamics 365. At the end of the course students will have learnt how to navigate and proficiently work within the most important features of Dynamics 365.

The course applies to both Business and Enterprise Editions of Dynamics 365 as well as Online and On-premise deployments.

This course has been reviewed and tested by the external body ProCert Quality Courseware Review.

 

Course Schedule

Please note all Instructor Led courses will be in Australian EST time zone.

  •  Brisbane

Nov 18th | Dec 16th | Jan 20th

  • Sydney

Nov 25th | Dec 16th | Jan 20th

  • Melbourne

Nov 18th | Dec 16th | Jan 20th

  • Perth

Nov 25th | Dec 16th | Jan 20th

  • Canberra

Contact Us

  • Auckland

Contact Us

  • On Demand - Attend from the comfort of home or office

Contact Us

  • Private Group Training 

Contact Us

Module 1: Introduction

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

Lessons

  • What is Dynamics 365?
  • The benefits of Dynamics 365
  • The Sales Apps and Hubs
  • The Customer Service Apps and Hubs
  • The Marketing Apps
  • The Unified Client Interface (UCI)
  • The Web Interface
  • The Outlook Interface
  • Where to get Help
  • Further reading and resources

Lab 1: Setting up your lab environment

  • Install Sample Data

Lab 2: Web Interface Orientation

  • Explore the Web Interface in Microsoft Dynamics 365

Lab 3: Unified Client Interface Orientation

  • Explore the Unified Client Interface in Microsoft Dynamics 365

 

Module 2: Records, Activities and Personal Options

This module presents the basic concepts and features in Microsoft Dynamics 365. 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 control.

Lessons

  • Records and Relationships
  • Activities
  • Posts, Assistant, Activities and Notes
  • Connections
  • Setting your Personal Options

Lab 1: Set Personal Options

  • Change Your Homepage
  • Change Records Per Page
  • Configure Format Settings

Lab 2: Using 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

  

Module 3: Performing Work in Dynamics 365

This module presents common skills the end user requires to efficiently perform work in Microsoft Dynamics 365. You will learn how to work with Records, create Personal Views, Reassign Records to a different Owner and Share a Record with another User. 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 1: 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 2: Create a Personal View

  • Create a Personal View
  • Set a default Personal View

 

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, Tasks 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
  • Navigation considerations
  • Tracking Activities in Outlook

Lab 1: Tracking Activities in Outlook

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

 

Module 5: Searching in Dynamics 365

In this module we will learn how to search for and find information in Microsoft Dynamics. 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 1: Using Global Find

  • Use Global Find to search for Information

Lab 2: Using Quick Find

  • Use Quick Find to search Account Records

Lab 3: Using Advanced Find

  • Use Advanced Find to search for Information

 

 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 1: Create a custom Report

  • Create a Custom Report
  • Test your new Report 

Lab 2: Explore the Charts

  • Explore the Charts
  • Create a Custom Chart

 Lab 3: Explore the Dashboards

  • Explore the Dashboard
  • Create a Custom Dashboard

Module 7: The Sales Apps and Hubs

This module provides the attendee with an introduction to the concept of Sales in Microsoft Dynamics 365.

Lessons

  • Sales Order Process Scenarios
  • An Introduction to Sales in Dynamics 365
  • The Dynamics 365 Platform
  • Dynamics 365 Sales Fundamentals
  • Security Considerations
  • Where to get Help
  • Further Reading and Resources

Lab 1: Sales in Dynamics 365 Orientation

  • Explore the Sales features in Dynamics 365 

 

Module 8: Lead Management

This module presents the Lead Management Process in Dynamics 365. We examine the process to create and assign Lead records, how to create Leads from Activities and how to qualify and disqualify Leads. We also look at the various stages of the Lead to Opportunity Sales Process in Dynamics 365.

Lessons

  • The Lead Management Process
  • Working with Lead Records
  • Working with the Lead Form
  • Lead Assignment
  • Leads and Activities
  • Qualifying a Lead
  • Disqualifying a Lead

Lab 1: Working with Leads

  • Create a Lead record
  • Update a Lead record
  • Qualify a Lead to an Opportunity record
  • Disqualify a Lead record
  • Convert an Email activity to a Lead record

  

Module 9: Opportunities Management

This module presents the concepts of Opportunities in Dynamics 365. We examine the Opportunity Views and Forms, and the Opportunity Sales Process when closing an Opportunity record. We also look at Resolution Activities and how they influence the Sales Order Process.

Lessons

  • Introduction to Opportunities
  • The Opportunity Views
  • The Opportunity Form
  • Opportunity Sales Process
  • Closing an Opportunity
  • Resolution Activities

Lab 1: Working with Opportunities

  • Working on Opportunities
  • Closing an Opportunity as Lost
  • Closing an Opportunity as Won

 

Module 10: Products

In this module we will start to look at the Product Catalog in Dynamics 365. We look at how to create Products and configure Unit Groups and Price Lists. Finally, we look at Product Properties, Product Bundles and Product Families.

Lessons

  • Introduction to the Product Catalog
  • Adding Products
  • Configuring Unit Groups
  • Price Lists and Price List Items
  • Product Properties, Bundles and Families

Lab 1: Configuring the Product Catalog

  • Configure Unit Groups
  • Add a Product
  • Create and Configure a Price List

Lab 2: Working with the Product Catalog

  • Clone a Product
  • Create a Product Bundle
  • Create a Product Family 

 

Module 11: Quotes, Orders and Invoices

This module presents Quotes, Orders and Invoices in Microsoft Dynamics 365. We look at how to add Products from the Product Catalog to Opportunities and Quotes, and when to use ‘write-in’ Products. This module also steps through the process to convert Quotes to Orders, Order fulfillment and the procedure of Invoice management.

Lessons

  • Introduction to Order Processing
  • Adding Products to an Opportunity
  • Working with Quotes
  • Working with Orders
  • Working with Invoices

Lab 1: Working with Quotes, Orders and Invoices

  • Add Products to an Opportunity
  • Add a Quote to an Opportunity
  • Convert a Quote to an Order and Invoice

 

Module 12: Sales Analysis

This module looks at the different methods available to analyse sales information that is stored in Dynamics 365. We look at the out of the box sales reports and the process to create a custom report using the Dynamics 365 Report Wizard. This module also demonstrates the Chart and Dashboard designer, as well as reviewing the out of the box sales dashboards to analyse service data.

Lessons

  • Introduction to Sales Analysis in Dynamics 365
  • The Sales Reports
  • The Reporting Wizard
  • Working with Sales Charts
  • Working with Sales Dashboards
  • Working with Sales Goals and Metrics

Lab 1: Explore the Sales Reports

  • Exploring the Sales Pipeline Report
  • Exploring the Quote Report

Lab 2: Sales Goals and Metrics

  • Create Goals for the Sales Team
  • Create a Personal View
  • View Sales Goals and Chart

Lab 3: Explore the Sales Charts and Dashboards

  • Explore the Lead and Opportunity Charts
  • Create a custom Sales Chart
  • Explore the Sales Dashboards
  • Create a custom Sales Dashboard

 

 Module 13: The Service Apps and Hubs

This module provides the attendee with an introduction to the concept of Customer Service the Microsoft Dynamics 365.

Lessons

  • Examine common Customer Service Scenarios
  • An Introduction to Service in Dynamics 365
  • The Dynamics 365 Platform
  • Dynamics 365 Service Fundamentals
  • Security Considerations
  • Where to get Help
  • Further Reading and Resources

Lab 1: Service in Dynamics 365 Orientation

  • Explore the Service features in Dynamics 365 

 

Module 14: Case Management

This module presents the Service Case Management Process in Microsoft Dynamics 365. We also examine the various stages a Case record can go through during its lifespan, and how Service Level Agreements can be used with Cases to define and track Service Entitlements.    

Lessons

  • The Case Management Process
  • Working with Case Records
  • Working with the Case Form
  • Case Assignment and Routing
  • Cases and Activities
  • Resolving Cases
  • Reactivating, Cancelling and Deleting Cases
  • Service Level Agreements

Lab 1: Working with Cases

  • Create a Case record
  • Assign a Case record
  • Resolve a Case record
  • Reactivate a Case record
  • Cancel a Case record

Lab 2: Service Level Agreements and Cases

  • Crate a Customer Schedule for the SLA
  • Create a new Service Level Agreement
  • Activate a Service Level Agreement
  • Create an Entitlement
  • Relate a Case to a Service Level Agreement

 

Module 15: Working with Queues

This module presents the concepts of Service Queues in Microsoft Dynamics 365. We examine common Service scenarios where Queues can be useful, and step through the process to create and manage Queues. We also look at how Workflow and Routing Rules can automate Case assignment using Queues.

Lessons

  • Introduction to Service Queues
  • Common Service Queue Scenarios
  • Creating and Managing Queues
  • Working with Queue Items
  • Case Routing Rules
  • Processes and Queues

Lab 1: Create a Case Routing Queue

  • Creating Queues
  • Create a Case Routing Rule
  • Route a Case to a Queue
  • Working with Queues and Queue Items

 

Module 16: Using the Knowledge Base

In this module we will start to look at the Knowledge Base in Microsoft Dynamics 365. We look at where the Knowledge Base fits into the Service Management Process, present Knowledge Base Article Templates and examine the Article approval process. Finally, we wrap up with searching the Knowledge Base and relating Articles to Case records.

Lessons

  • Introduction to the Knowledge Base
  • Knowledge Base Concepts
  • Working with Articles
  • Searching the Knowledge Base
  • Email a Knowledge Article

Lab 1: Create Knowledge Base Articles

  • Create an Article Template
  • Update the Subject Tree
  • Create a new Knowledge Base Article
  • Submit a Knowledge Base Article for Approval
  • Reject a Knowledge Base Article
  • Approve a Knowledge Base Article

Lab 2: Create a Case and interact with the Knowledge Base

  • Create a new Case
  • Relate a Knowledge Base Article to a Case
  • Email a Knowledge Base Article to a Customer

 

Module 17: The Customer Service Hub

This module presents how CSR’s and Service Managers can benefit from the features provided by the Customer Service Hub. We look at the rich controls and dynamic streams of information presented by this alternative interface to Microsoft Dynamics 365. Finally, we look at the alternative approaches to Case management, Knowledge Articles and tracking Service information.

Lessons

  • Introduction the Customer Service Hub
  • The Tier 1 Dashboard
  • The Tier 2 Dashboard
  • The My Knowledge Dashboard
  • The Knowledge Manager Dashboard
  • Working with Cases in the Hub
  • Working with Knowledge Articles in the Hub
  • Working with Visualizations and Filters in the Hub

Lab 1: Using the Customer Service Hub

  • Explore the Customer Service Hub
  • Manage Streams in the Customer Service Hub
  • Resolve a Case in the Customer Service Hub
  • Create a KB Article in the Customer Service Hub
  • Manage KB Articles in the Customer Service Hub
  • Relating a Case to an Customer Service Hub KB Article

 

Module 18: Service Analysis

This module looks at the different methods available to analyse service information that is stored in Microsoft Dynamics 365. We look at the out of the box service reports and the process to create a custom report using the Dynamics 365 Report Wizard. This module also demonstrates the Chart and Dashboard designer, as well as reviewing the out of the box service dashboards to analyse service data.

Lessons

  • Introduction to Service Analysis in Dynamics 365
  • The Service Reports
  • The Reporting Wizard
  • Working with Service Charts
  • Working with Service Dashboards
  • Working with Service Goals and Metrics

Lab 1: Explore the Service Reports

  • Exploring the Case Summary Table Report
  • Exploring the Neglected Cases Report

Lab 2: Service Goals and Metrics

  • Create Goals for the Service Team
  • Create a Personal View
  • View Service Goals and Chart

Lab 3: Explore the Service Charts and Dashboards

  • Explore the Case Charts
  • Create a custom Service Chart
  • Explore the Service Dashboards
  • Create a custom Service Dashboard

 

Module 19: The Marketing Apps and Hubs

 In this module, you will learn about advanced settings, marketing content, templates and integrations in Dynamics 365 for Marketing.

Lessons

  • Configure advanced settings
  • Manage marketing content and templates
  • Manage LinkedIn and Power BI integrations

 


Module 20: Marketing and Leads

This module will review how to create, manage and score leads.

Lessons

  • Create and manage leads
  • Assess Sales Readiness


After completing this module, you will be able to:

  • Create and manage leads
  • Synchronize leads from LinkedIn
  • Assess sales readiness using lead scoring models


Module 21: Marketing Forms and Pages

This module will cover how to create marketing forms and pages.

 Lessons

  • Create marketing forms
  • Create marketing pages
  • Manage internet marketing


After completing this module, you will be able to:

  • Create marketing forms and embed them on marketing pages
  • Create a marketing page
  • Preview, validate and go live with a marketing page
  • Create marketing form and page templates


Module 22: Marketing Segments and Lists

This module will cover how to manage segments, subscription centers, lists and double opt-in.


After completing this module, you will be able to:

  • Configure static and dynamic segments
  • Create a subscription list
  • Set up a subscription center page
  • Set up and enable a double opt-in process

Module 23: Marketing Emails

This module will cover how to create email messages in Dynamics 365 for Marketing.

Lessons

  • Create Email Message


After completing this module, you will be able to:

  • Create and design email messages
  • Preview, validate and go live with email messages
  • Save an email message as a template


Module 24: Customer Journeys

This module will review the customer journey creation process.

Lessons

  • Create customer journeys


After completing this module, you will be able to:

  • Create a customer journey from a template
  • Identify customer journey tiles and properties
  • Validate and go live with a customer journey
  • Create an account-based customer journey
  • Understand the marketing calendar features

Module 25: Marketing Analysis and Insights

This module will demonstrate how to view, understand and manage customer insights.

Lessons

  • Marketing insights
  • Customer insights
  • Marketing execution insights
  • Lead management insights
  • Internet marketing insights


After completing this module, you will be able to:

  • Locate insights
  • Understand marketing insights such as contact, segment, customer journey, marketing email, lead, lead scoring, marketing form, marketing page, website and redirect URL

Prerequisites

Students should have an existing working knowledge of either Microsoft Dynamics 365 or Microsoft Dynamics CRM.  As a minimum, students should attend the prerequisite course ‘Introduction to Microsoft Dynamics 365’.

This course is intended for Sales Representatives (SR), Sales Managers and End-users who have an interest in the Sales components of Dynamics 365.

At Course Completion

After completing this course, students will be able to:

  •  Understand the features and tools that exist in Microsoft Dynamics 365 for SR’s and Sales Managers

    • Be familiar with the stages of the Sales Order Process in Microsoft Dynamics 365

    • Understand the fundamentals of Lead and Opportunity Management. Be able to track, manage, qualify Leads and convert to Opportunities and related customer records in Microsoft Dynamics 365

    • Know how to disqualify and cancel Leads, and convert Activity records to Leads and Opportunities

    • Understand how to collaborate on Opportunities with other SR’s and close Opportunity records as Won and Lost

    • Be able to track Competitors and Stakeholders

    • Understand how to view Resolution Activities

    • Add Products and Write-In Products to Opportunities

    • Build and maintain a repository of Products, Product Bundles and Product Families in the Product Catalog

    • Configure Unit Groups, Price Lists and Discount Lists 

    • Work with Product Properties and view a Product Hierarchy

    • Create Quotes and add Products

    • Work with the Sales Order Process to convert Quotes to Orders and Invoices

    • Fulfill Orders and manage Invoice payments

    • Explore the Sales Reports and create a custom Sales Report using the Reporting Wizard in Microsoft Dynamics 365

    • Understand the significance of Sales Goal Management and Metrics in Microsoft Dynamics 365 

    • Explore the Sales Charts and Dashboards and create a custom Sales Dashboard in Microsoft Dynamics 365