Overview

Skills at a glanceDescribe Dynamics 365 Customer Insights (15-20%)Describe Dynamics 365 Sales (20-25%)Describe Dynamics 365 Customer Service (20-25%)Describe Dynamics 365 Field Service (15-20%)Explore the core capabilities of customer engagement apps in Dynamics 365 (15-20%)Describe Dynamics 365 Customer Insights (15-20%)Explore Customer Insights - JourneysDescribe use cases for Customer Insights - JourneysDescribe lead generation and qualificationDescribe use cases for marketing formsDescribe how to target customers by using segmentsDescribe email marketingDescribe customer journeysDescribe event management features and capabilitiesDescribe how to use Microsoft 365 Copilot with Customer Insights - JourneysDescribe Customer Insights - DataDescribe use cases of and capabilities for Customer Insights - DataDescribe unified customer profilesDescribe measures, segments, and predictionsDescribe Dynamics 365 Sales (20-25%)Explore SalesDescribe use cases for SalesDescribe leads and the process for qualifying leadsDescribe the opportunity management processDescribe the quote lifecycleDescribe the order management and invoice management processesDescribe use cases for guided selling including business process flowsDescribe the product catalog, prices list, and unit groupsDescribe Microsoft 365 Copilot in SalesDescribe the Sales acceleratorDescribe Sales capabilities and related appsDescribe sales pipeline and forecasting conceptsDescribe use cases for and capabilities of Sales Insights featuresDescribe use cases for and capabilities of LinkedIn Sales InsightsDescribe use cases for the Dynamics 365 Sales mobile appDescribe Microsoft 365 Copilot for SalesDescribe Dynamics 365 Customer Service (20-25%)Explore Customer ServiceDescribe use cases for Customer ServiceDescribe the functionality for workload management, including cases, basic routing rulesets (basic queues), Unified Routing, and the inbox for agentsDescribe knowledge management in Customer ServiceDescribe the case lifecycle including service-level agreements (SLAs) and entitlementsDescribe use cases for Copilot in Customer ServiceDescribe Customer Service capabilities and related appsDescribe Omnichannel for Customer ServiceDescribe reporting and data visualization options in Customer ServiceDescribe use cases for agent productivity toolsDescribe Dynamics 365 Field Service (15-20%)Explore Field ServiceDescribe use cases for Field ServiceDescribe the work order lifecycleDescribe inspections in Field ServiceDescribe the Field Service mobile appDescribe use cases of Copilot in Field ServiceDescribe capabilities related to Field ServiceDescribe resource management and scheduling processesDescribe asset management and customer assetsDescribe Connected Field Service for Dynamics 365Explore the core capabilities of customer engagement apps in Dynamics 365 (15-20%)Describe the foundations of customer engagement appsDescribe customer engagement appsDescribe Microsoft Power Platform as it relates to customer engagement appsDescribe Microsoft Dataverse as the foundation for customer engagement appsNavigate to and within customer engagement appsDescribe capabilities of Microsoft 365 Copilot in the Dynamics 365 customer engagement appsDescribe shared activities and integration options in customer engagement appsDescribe customers and activitiesDescribe search options and filter criteriaDescribe reporting capabilities including dashboards, charts, and viewsDescribe Microsoft Teams integrationDescribe Microsoft Outlook integrationDescribe Microsoft Excel and Word integrationDescribe Microsoft SharePoint integration

Skills

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