Expanded Library

Microsoft Dynamics 365 Customer Engagement (CRM): Getting Started

by Amber Israelsen

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.

What you'll learn

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

Amber has been a software developer and technical trainer since the early 2000s. She holds certifications for AWS and a variety of Microsoft technologies. In recent years, she has focused on AWS, Azure, Dynamics 365, SharePoint and ASP.NET, teaching students around the world. She also works to bridge the gap between developers, designers and businesspeople with her expertise in visual communication, user experience and business/professional skills.

Ready to upskill? Get started