Describe Dynamics 365 Marketing
Identify Dynamics 365 Marketing capabilities
• Describe how to target customers by using segments and subscription lists
• Describe the lead generation and qualification process including lead scoring
• Describe customer journeys
• Describe event management features and capabilities
Describe related marketing apps
• Describe the capabilities of LinkedIn Campaign Manager
• Describe the capabilities of Dynamics 365 Customer Voice
• Describe the capabilities of Dynamics 365 Customer Insights including audience insights and experience insights
Describe Dynamics 365 Sales
Describe the Dynamics 365 Sales lifecycle
• Describe leads and the process for qualifying leads
• Describe the opportunity management process
• Describe the quote lifecycle
• Describe use cases for orders and invoices
• Describe processes and tools used for forecasting sales
Describe related sales apps
• describe capabilities of Dynamics 365 Sales Insights
• describe capabilities of LinkedIn Sales Navigator
Describe Dynamics 365 Customer Service
Describe Dynamics 365 Customer Service components
• Describe cases, queues, and entitlements
• Describe knowledge management
• Describe service-level agreements (SLAs)
Describe related customer service apps
• describe Omnichannel for Customer Service
• describe Connected Customer Service
• describe Customer Service Insights
Describe Dynamics 365 Field Service
Describe the work order lifecycle
• Describe the lifecycle of a work order including work order creation
• Describe sources for work orders including cases, opportunities, IoT device sensor alerts, and
• Agreements
• Describe capabilities for the inspections feature
Describe scheduling capabilities
• Describe resource management capabilities including skills, and proficiency models
• Identify available universal resource scheduling (urs) scheduling options including
Schedule Assistant, Resource Schedule Optimization (RSO), and geolocation for
technicians
• Describe how dynamics 365 field service uses artificial intelligence (ai) to help organizations become more efficient
Describe inventory and asset management capabilities
• Describe inventory management transaction types
• Describe customer asset management and preventive maintenance processes
• Describe options for performing proactive customer asset maintenance by implementing IoT
Describe Project Operations
Identify Project Operations capabilities
• Describe project components including contracts, stages, assignments, and fixed price versus time and material estimates versus retainer contracts
• Identify views and reports that aid a project service company in making decisions
Describe project sales capabilities
• Describe the process for converting leads into projects
• Describe opportunity management and quote management for project-based and product-based quotes
• Describe use cases for project contracts
Describe project planning and resource management capabilities
• Describe allocation methods, tasks, subtasks, and assignments
• Describe time and expenses entry, and entry approvals
• Describe resource skills and proficiency models
• Identify interactive Gantt charts, Kanban boards, resource utilization boards, and schedule boards
Describe shared features
Identify common customer engagement features
• describe customers and activities
• describe the product catalog
• describe price lists, discounts, and currencies
• describe cases
• describe resources
Describe reporting capabilities
• Describe built-in reporting capabilities including dashboards, charts, views, and Report Wizard
• Describe options for exporting data to Microsoft Excel
• Describe options for analyzing data by using Power BI
Describe integration options
• Describe Microsoft Teams integration capabilities
• Describe use cases for integrating with Microsoft Excel and Microsoft Word
• Describe options for managing documents by using SharePoint Online
• Describe email integration capabilities
