Microsoft Dynamics 365 Customer Engagement (CRM): Getting Started

Customer Relationship Management, or CRM, is core to all businesses today. This course teaches you the basics of Microsoft's CRM solution, Dynamics 365 Customer Enagement, which includes Sales, Customer Service, Field Service and more.
Course info
Rating
(68)
Level
Beginner
Updated
Dec 13, 2017
Duration
2h 19m
Table of contents
Description
Course info
Rating
(68)
Level
Beginner
Updated
Dec 13, 2017
Duration
2h 19m
Description

At the core of every business is customers. Successful businesses know they need to engage with their customers, not only in the initial sales process, but also afterwards, when the customer needs service and support. In essence, this is Customer Relationship Management, or CRM.

As CRM has grown in importance over the years, so too have the skills and software needed to manage it. This course, Microsoft Dynamics 365 Customer Engagement (CRM): Getting Started, provides an introductory look at Microsoft's CRM solution called Dynamics 365 Customer Engagement, which encompasses Sales, Customer Service, Field Service and Project Service Automation.

First, you will learn how to set up a trial instance of Dynamics 365, and the core skills needed to be a successful user, customizer or developer on the platform. Along the way, you’ll explore entities, views, forms, search, business processes, dashboards and reports. You’ll also discover how to extend the platform through customization and configuration.

When you’re finished with the course, you’ll have a foundational understanding of Dynamics 365 Customer Engagement and how to use it to gain insight into your customers.

About the author
About the author

Amber has been a software developer and technical trainer since the early 2000s. She holds certifications for AWS and a variety of Microsoft technologies. She also focuses on user experience and professional skills training, bridging the gap between techies and non-techies.

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Section Introduction Transcripts
Section Introduction Transcripts

Course Overview
Hi there. My name is Amber Israelsen, and welcome to my course Microsoft Dynamics 365 Customer Engagement (CRM): Getting Started. I've been a developer, author, and technical trainer for 15+ years. During that time, I've seen an increased focus on customer engagement, meaning the way we attract and sell to new customers and how we service and interact with existing customers. This is also known as customer relationship management, or CRM. Every company in the world has needs around CRM, and there's a growing demand for people with skills in this area. This course provides an introductory look at Dynamics 365 Customer Engagement, which encompasses sales, customer service, field service, and project service automation. For each application, we'll explore what it does and common scenarios for its use. You'll learn how to set up a trial instance of Dynamics 365 and the core skills needed to be successful in the platform. Along the way, you'll explore entities, views, forms, search, business processes, dashboards, and reports. You'll also get a short preview of how to extend the platform through customization and configuration. When you're finished with the course, you'll have a foundational understanding of Dynamics 365 Customer Engagement and how to use it to gain insight into your customers. This course targets Dynamics 365 users who are new to the platform, including end-users, customizers, managers, developers, and ITOps professionals. The knowledge you'll gain in this course can be used as the foundation for future functional and technical training. There's no prior knowledge or experience required. I hope you'll join me in this journey in Microsoft Dynamics 365 Customer Engagement (CRM): Getting Started, at Pluralsight.