Introduction to Microsoft Dynamics 365 from Coursera

Learners who complete this course will receive 50% off of the MB-910 Microsoft Certification Exam.

Being able to maximize your usage of a customer relationship management (CRM) tool like Microsoft Dynamics is a powerful way to strengthen relationships with customers and help keep yourself organized. But with tools that are so comprehensive, where do you begin? By the end of this course, you will be able to utilize the tools found within Microsoft Dynamics 365. You’ll build up your knowledge of the tools through a series of readings, videos, practice quizzes and graded assessments. This course will demonstrate your capabilities within customer engagement, marketing and sales and establish you as a source of knowledge of these tools within your organization. This course is designed for individuals who have zero to two years of relevant work experience across sales, marketing, and customer service, and possible prior experience using Microsoft Dynamics. To be successful in this course, you should be interested in an introduction to Microsoft Dynamics 365, and have access to a free trial or paid account.

What's inside

Syllabus

Introduction to Dynamics 365

After completion of this week, you will be able to discuss key capabilities of Dynamics 365. This includes marketing, sales, and service capabilities within the platform.

Introduction to Marketing Concepts in Dynamics 365

After completion of this week, you will be able to discuss key capabilities of Dynamics 365 Marketing. This includes generating and scoring leads, using customer journeys to automate activities, email marketing, event management, and the use of Dynamics 365 Customer Insights and Customer Voice.

Introduction to Sales Concepts in Dynamics 365

After completion of this week, you will be able to discuss key capabilities of Dynamics 365 Sales. This includes qualifying leads, the opportunity management process, order and invoice management, and the capabilities of Dynamics 365 Sales Insights and LinkedIn Sales Navigator.

Introduction to Customer Service Concepts in Dynamics 365

After completion of this week, you will be able to discuss key capabilities of Dynamics 365 Customer Service. This includes case lifecycle, using queues to manage work, historical analysis, and the capabilities of Omnichannel for Customer Service.

Introduction to Field Service Concepts in Dynamics 365

After completion of this week, you will be able to discuss key capabilities of Dynamics 365 Field Service. This includes the work order lifecycle, resource and scheduling processes, and scheduling options including Schedule Assistant and Resource Schedule Optimization (RSO).

Introduction to Shared Features in Dynamics 365

After completion of this week, you will be able to integrate customer engagement features and options with Dynamics 365. This includes the Dynamics 365 customer engagement apps, built-in reporting capabilities, and integration of Microsoft Teams, Excel, Word, and Outlook. You will also conduct data analysis using Power BI.

Program Recap

After completion of this week, you will be able to integrate all of your course concepts into successful use of Microsoft Dynamics 365.

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Explores the comprehensive capabilities of Microsoft Dynamics 365, a popular and widely-used CRM tool

Provides hands-on practice and assessments to reinforce learning

Taught by Microsoft instructors, ensuring high-quality and up-to-date content

Covers key concepts and features of Microsoft Dynamics 365, including marketing, sales, and customer service

May require prior experience with Microsoft Dynamics or related tools for optimal understanding

Assumes familiarity with CRM concepts and best practices

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in Introduction to Microsoft Dynamics 365 with these activities:

Read 'Marketing Management' by Philip Kotler

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Expand your theoretical understanding of marketing concepts by reading from a renowned textbook in the field.

View Marketing Management on Amazon

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Review Marketing Concepts

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Review foundational marketing principles to strengthen your understanding of Dynamics 365 Marketing capabilities.

Browse courses on Marketing Concepts

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Watch videos on key marketing concepts.
Read articles and blog posts on marketing fundamentals.
Complete practice quizzes on marketing terminology and strategies.

Join a Dynamics 365 Marketing Study Group

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Enhance your understanding and retention by discussing course concepts and sharing knowledge with other learners.

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Find or create a study group with other course participants.
Meet regularly to discuss course material, ask questions, and exchange ideas.
Work together on practice activities or projects.

Five other activities

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Practice Lead Generation

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Enhance your ability to generate and qualify leads using Dynamics 365 Marketing's lead management tools.

Browse courses on Lead Generation

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Create lead scoring rules in Dynamics 365 Marketing.
Design and implement lead nurturing campaigns.
Monitor and analyze lead conversion rates.

Explore Customer Journey Automation

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Develop proficiency in using Dynamics 365 Marketing's automation capabilities to create personalized customer experiences.

Browse courses on Marketing Automation

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Follow tutorials on creating and managing customer journeys.
Build automated email campaigns and landing pages.
Analyze the effectiveness of your automated campaigns.

Volunteer at a Marketing Non-Profit

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Gain practical experience and contribute to a worthy cause by volunteering your marketing skills to a non-profit organization.

Browse courses on Marketing

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Research and identify non-profits with a focus on marketing.
Contact the organizations and offer your services.
Assist with marketing campaigns, social media, or event planning.

Develop a Marketing Plan

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Apply your understanding of Dynamics 365 Marketing by creating a comprehensive marketing plan for a real-world scenario.

Browse courses on Marketing Plan

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Define your target audience and marketing goals.
Develop a marketing mix and budget.
Create a timeline and implementation plan.
Present your marketing plan to peers for feedback.

Contribute to Dynamics 365 Marketing Open Source Projects

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Deepen your technical understanding and contribute to the Dynamics 365 Marketing ecosystem by participating in open source projects.

Browse courses on Open Source

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Identify open source projects related to Dynamics 365 Marketing.
Review the project documentation and contribute code or documentation.
Interact with the project community and provide support.

Career center

Learners who complete Introduction to Microsoft Dynamics 365 will develop knowledge and skills that may be useful to these careers:

CRM Specialist

A CRM Specialist is a technical professional who helps organizations to implement and use CRM systems. They work with CRM Managers and other stakeholders to configure the system, train users, and provide ongoing support. This course would be beneficial for CRM Specialists who are looking to learn more about Microsoft Dynamics 365, a popular CRM system.

See salaries and explore the career path for CRM Specialist

Sales Manager

A Sales Manager is responsible for leading and managing sales teams. They work with sales teams to develop and implement sales strategies, and track sales performance. This course would be beneficial for Sales Managers who want to learn more about Microsoft Dynamics 365, a CRM tool that can help them to manage customer relationships and track sales performance.

See salaries and explore the career path for Sales Manager

Sales Operations Manager

A Sales Operations Manager is responsible for planning and executing sales operations. They work with sales teams to develop and implement sales processes, and track sales performance. This course would be beneficial for Sales Operations Managers who want to learn more about Microsoft Dynamics 365, a CRM tool that can help them to manage customer relationships and track sales performance.

See salaries and explore the career path for Sales Operations Manager

CRM Manager

A CRM Manager is responsible for overseeing the implementation and use of CRM systems within an organization. They work with sales, marketing, and customer service teams to ensure that the CRM system is meeting their needs and helping them to achieve their goals. This course would be particularly helpful for CRM Managers who are looking to learn more about Microsoft Dynamics 365, a leading CRM system.

See salaries and explore the career path for CRM Manager

Digital Marketing Manager

A Digital Marketing Manager is responsible for planning and executing digital marketing campaigns. They work with marketing teams to develop and implement strategies that reach target audiences and achieve marketing goals. This course would be beneficial for Digital Marketing Managers who want to learn more about Microsoft Dynamics 365, a CRM tool that can help them to manage customer relationships and track marketing campaigns.

See salaries and explore the career path for Digital Marketing Manager

Marketing Manager

A Marketing Manager is responsible for planning and executing marketing campaigns. They work with marketing teams to develop and implement strategies that reach target audiences and achieve marketing goals. This course would be beneficial for Marketing Managers who want to learn more about Microsoft Dynamics 365, a CRM tool that can help them to manage customer relationships and track marketing campaigns.

See salaries and explore the career path for Marketing Manager

Customer Relationship Manager

A Customer Relationship Manager (CRM) is responsible for managing and developing relationships with customers. They work to build rapport with customers, understand their needs, and provide them with excellent service. This course may be useful for CRMs who want to learn more about Microsoft Dynamics 365, a CRM tool that can help them to better manage customer relationships.

See salaries and explore the career path for Customer Relationship Manager

Support Specialist

A Support Specialist is responsible for providing technical support to customers. They work with customers to resolve technical issues and provide product support. This course may be useful for Support Specialists who want to learn more about Microsoft Dynamics 365, a CRM tool that can help them to better manage customer relationships and provide support.

See salaries and explore the career path for Support Specialist

Technical Support Engineer

A Technical Support Engineer is responsible for providing technical support to customers. They work with customers to resolve technical issues and provide product support. This course may be useful for Technical Support Engineers who want to learn more about Microsoft Dynamics 365, a CRM tool that can help them to better manage customer relationships and provide support.

See salaries and explore the career path for Technical Support Engineer

Social Media Manager

A Social Media Manager is responsible for planning and executing social media campaigns. They work with marketing teams to develop and implement social media strategies, and track social media performance. This course may be useful for Social Media Managers who want to learn more about Microsoft Dynamics 365, a CRM tool that can help them to manage customer relationships and track social media campaigns.

See salaries and explore the career path for Social Media Manager

System Analyst

A System Analyst is a professional who analyzes and designs computer systems. They work with stakeholders to identify business needs and develop system solutions that meet those needs. This course may be useful for System Analysts who want to learn more about Microsoft Dynamics 365, a CRM tool that can help them to better understand and manage business processes.

See salaries and explore the career path for System Analyst

Data Analyst

A Data Analyst is a professional who collects, analyzes, and interprets data to help organizations make better decisions. They work with data from a variety of sources to identify trends, patterns, and insights that can be used to improve business performance. This course may be helpful for Data Analysts who want to learn more about Microsoft Dynamics 365, a CRM tool that can be used to collect and analyze customer data.

See salaries and explore the career path for Data Analyst

Project Manager

A Project Manager is responsible for planning, executing, and closing projects. They work with project teams to define project scope, develop project plans, and track project progress. This course may be useful for Project Managers who want to learn more about Microsoft Dynamics 365, a CRM tool that can help them to manage projects and track customer interactions.

See salaries and explore the career path for Project Manager

Web Developer

A Web Developer is a professional who designs and develops websites. They work with clients to understand their needs and develop websites that meet those needs. This course may be useful for Web Developers who want to learn more about Microsoft Dynamics 365, a CRM tool that can help them to better understand and manage customer relationships.

See salaries and explore the career path for Web Developer

Business Analyst

A Business Analyst is a professional who helps organizations improve their business processes and systems. They work with stakeholders to identify and understand business needs, and then develop and implement solutions that meet those needs. This course may be useful for Business Analysts who want to learn more about Microsoft Dynamics 365, a powerful CRM tool that can help them to better understand and manage customer relationships.

See salaries and explore the career path for Business Analyst

Introduction to Microsoft Dynamics 365

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