Dynamics 365 Plan 1 : Sales, Customer Service, Field Service and Project Services Automation Review (1 day)

Code: 816707
Course duration: 1 days
Price: $995
Location Period
NYC-23rd Street (Virtual Instructor-Led) 02-09
09:00AM to 05:00PM
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Northern New Jersey (Virtual Instructor-Led) 02-09
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Wilkes-Barre, Pennslyvania (Virtual Instructor-Led) 02-09
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Secaucus, New Jersey (Virtual Instructor-Led) 02-09
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Greenwich, Connecticut (Virtual Instructor-Led) 02-09
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Palm Beach County Florida (Instructor-Led) 02-09
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Fort Lauderdale, Florida (Virtual Instructor-Led) 02-09
09:00AM to 05:00PM
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Mid-Town New York City (Instructor-Led) 02-09
09:00AM to 05:00PM
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Newark, New Jersey (Virtual Instructor-Led) 02-09
09:00AM to 05:00PM
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Attend Online 02-09
09:00AM to 05:00PM
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Raleigh, North Carolina (Virtual Instructor-Led) 02-09
09:00AM to 05:00PM
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Washington, D.C. (Virtual Instructor-Led) 02-09
09:00AM to 05:00PM
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Washington, D.C. (Instructor-Led) 03-09
09:00AM to 05:00PM
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NYC-23rd Street (Instructor-Led) 03-09
09:00AM to 05:00PM
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Northern New Jersey (Virtual Instructor-Led) 03-09
09:00AM to 05:00PM
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Wilkes-Barre, Pennslyvania (Virtual Instructor-Led) 03-09
09:00AM to 05:00PM
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Secaucus, New Jersey (Virtual Instructor-Led) 03-09
09:00AM to 05:00PM
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Greenwich, Connecticut (Virtual Instructor-Led) 03-09
09:00AM to 05:00PM
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Palm Beach County Florida (Instructor-Led) 03-09
09:00AM to 05:00PM
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Fort Lauderdale, Florida (Virtual Instructor-Led) 03-09
09:00AM to 05:00PM
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Mid-Town New York City (Virtual Instructor-Led) 03-09
09:00AM to 05:00PM
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Newark, New Jersey (Virtual Instructor-Led) 03-09
09:00AM to 05:00PM
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Attend Online 03-09
09:00AM to 05:00PM
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Raleigh, North Carolina (Virtual Instructor-Led) 03-09
09:00AM to 05:00PM
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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

Guaranteed to Run

2018-03-07 09:00 to 2018-03-09 17:00
Fort Lauderdale, Florida (Virtual Instructor-Led)
2018-02-12 09:00 to 2018-02-16 17:00
Attend Online
2018-02-12 09:00 to 2018-02-16 17:00
Secaucus, New Jersey (Virtual Instructor-Led)
2018-02-09
09:00 to 17:00
Newark, New Jersey (Virtual Instructor-Led)
2018-01-29 09:00 to 2018-02-02 17:00
Attend Online
2018-01-25 09:00 to 2018-01-26 17:00
Fort Lauderdale, Florida (Virtual Instructor-Led)

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