Dynamics 365 Plan 1 (CRM) Sales, Customer Service, Field Service, Project Service, Power BI, PowerApps, Flow Bootcamp (1day)
Course Description
Dynamics 365 (Plan 1)
Sales Force automation and customer service for your organization.
If you use Dynamics 365 Plan 1, this class is for you. Learn how to use the modules that you are paying for each month.
What You'll Learn
In a single day, this class covers:
- Planning for Dynamics 365
- Dynamics 365 for Sales
- Dynamics 365 for Customer Service
- Dynamics 365 for Field Service
- Dynamics 365 for Project Service Automation
Course Outline
PLANNING FOR DYNAMICS 365 PLAN 1
Module 01: Planning Your Dynamics 365 Implementation
Lessons
- Match your organizations needs to the Features offered by Dynamics 365 (CRM)
- Learn what you need to know about planning and managing a Dynamics 365 Deployment
- Compare a checklist of you needs to the features provided in Dynamics 365
Module 02: Dynamics 365 CRM Overview
Lessons
- Concepts and Sales Force Automation
- Navigation and using the feature of CRM for Sales
- The Apps that compose Dynamics 365 (CRM) for Sales
- Example of how companies are using Dynamics 365 (CRM)
SALES FORCE AUTOMATION
Module 03: Sales Force Automation
Lessons
- Sales and aligning CRM and your sales organization
- Features and functions to support a sales organization
- Matching your sales process to Dynamics 365
- Features you can use to track sales
- The default three step sales process
- Focusing your organization on sales activities
- Your sales qualification process
- Qualified Leads
- Creating Customer Quotes
- Closing Opportunities
- Sales Processes to Business Flows
Module 04: Dashboards, Metrics and Goals
Lessons
- Establishing Sales Goals
- Sales Metrics
- Tracking Sales Progress
- Creating Charts
CUSTOMER SERVICE and CASE MANAGEMENT
Module 05: Introduction to Service Module
Lessons
- Sales vs Service
- An overview of the Customer Service modules
- Customer Service and product warranty claims
- Customer Service after the sale
- Managing Customer Service
Module 06: Case Management
Lessons
- Cases or Incidents are the basic premise
- Establishing a case, attaching to a customer
- Case Resolution Processes
Module 07: Service Level Agreements
Lessons
- Service Contracts
- Service Levels
- Service Contract Templates
- Selling Service Contracts
- Allotments: minutes or incidents
Module 08: Queue Management
Lessons
- Establishing a Framework to process cases
- Moving and Escalating Cases
- Monitoring progress
Module 09: Knowledge Management
Lessons
- Creating Knowledge Base Articles
- Templates and publishing
- Emailing Articles
Module 12: Voice of the Customer
Lessons
- Survey Creation
- Distribution and Responses
- Reporting and Analytics
Module 11: Unified Service Desk Introduction and Overview
Lessons
- Managing Multiple Channels
- The Multiple Channels for case submissions
- Key Performance Indicators
- Using Unified Service Desk
FIELD SERVICE
Lessons
- Introduction to Field Service
- Field Service Home Page and Login
- Field Service User Accounts
- Field Service for Dynamics 365 mobile application
- Field Service Demo Steps
- Customer Service Case to Work Order
- Work Order Management
- Scheduling
- Booking
- Schedule Board
- Interactive Map
- Schedule Board Features
- Mobile Workflow
- Inventory
- Connected Field Services
PROJECT SERVICE AUTOMATION
Lessons
- Introduction
- Practice Management Dashboard
- Opportunity Quotes and Pricing
- Project Planning and Estimation
- Resource Management
- Collaboration
- Time and Expense
- Approvals
- Invoicing
- Integration