Using Microsoft Dynamics 365

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Using Microsoft Dynamics 365

Author: Amber Israelsen

Microsoft's CRM functionality is encompassed in Dynamics 365, with applications for Sales, Customer Service, Field Service, and Project Service. This suite of business... Read more

What You Will Learn:

  • How to set up Microsoft Dynamics 365 environment
  • How to create and customize Dynamics 365 solutions
  • How to create forms, views, charts and dashboards
  • How to use Microsoft Dynamics 365 Sales
  • How to use Microsoft Dynamics 365 Customer Service
  • How to use Microsoft Dynamics 365 Field Service
  • How to use Microsoft Dynamics 365 Project Service Automation

Pre-requisites

No prerequisite knowledge needed.

Using Microsoft Dynamics 365

This section covers core features and functionality of Microsoft Dynamics 365 and how to get started. We also cover how to customize and configure the system to your specific needs, using Power Apps.

Microsoft Dynamics 365: Getting Started

by Amber Israelsen

Mar 20, 2020 / 2h 26m

2h 26m

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Description

In today’s business environment, organizations are driven by data. This data helps provide insights into customers, and also gives organizations a comprehensive view into their own business. Dynamics 365 enables both of these, by providing Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) functionality all under the same umbrella. In this course, Microsoft Dynamics 365: Getting Started, you’ll look at the overall Dynamics 365 platform, as well as the common applications that comprise it. First, you'll focus on sales, customer service, field service, project service automation, finance, and supply chain management. Next, you’ll 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. Then, you’ll explore navigation, entities, views, forms, search, business process flows, dashboards, and activities. Finally, you’ll discover how to extend and build on the platform using the Common Data Service and Power Apps. When you’re finished with the course, you’ll have a foundational understanding of Dynamics 365 and how to use it to manage the end-to-end customer lifecycle.

Table of contents
  1. Course Overview
  2. Course Introduction
  3. Introducing Dynamics 365
  4. Accessing and Navigating Dynamics 365
  5. Understanding the Foundations of Dynamics 365
  6. A Brief Look at the Dynamics 365 Apps
  7. Introduction to Power Apps and Common Data Service
  8. Dynamics 365 Summary and Next Steps

Microsoft Dynamics 365: Customizing with Power Apps

by Amber Israelsen

Jul 15, 2020 / 2h 56m

2h 56m

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Description

Today more than ever, companies need innovative and engaging ways to attract new customers and service existing customers. That’s what Dynamics 365 is all about. And the platform offers powerful functionality out of the box, but what if you need to make changes or extend the platform to make it “just right” for your business?

In this course, Microsoft Dynamics 365: Customizing with Power Apps, we will guide you through how to get started with that, customizing, and configuring the platform to fit your specific needs. First, you’ll learn how to create, and customize your data schema, including entities, fields, and relationships. Next, you’ll explore ways to customize the UI--updating forms and views, creating charts and dashboards, and seeing how to do basic styling and branding. Finally, you'll learn what happens behind the scenes with flows, processes, business rules, security and settings.

When you’re finished with the course, you’ll have a foundational understanding of how to maximize Dynamics 365 through customization with Power Apps and the Common Data Service.

Table of contents
  1. Course Overview
  2. Introduction to Customization in Dynamics 365
  3. Power Apps and the Common Data Service
  4. Creating and Customizing Entities
  5. Working with Fields
  6. Understanding Relationships in the Data Model
  7. Customizing the User Interface in Dynamics 365
  8. Automating Using Flows, Processes, and Business Rules
  9. Configuring Security and Settings in Dynamics 365
  10. Course Summary and Next Steps

Dynamics 365 Applications

This section covers core features and functionality of each application and how to get started using it.

Microsoft Dynamics 365 for Sales

by Amber Israelsen

May 1, 2018 / 1h 19m

1h 19m

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Description

Today, in our competitive business environment, the importance of sales and happy customers can’t be underestimated. Whether you have a brick-and-mortar store, an online presence, a business-to-business model, or a business-to-consumer model, sales will make or break your business. In this course, Microsoft Dynamics 365 for Sales, you’ll learn the fundamentals of sales for Dynamics 365. First, you’ll become familiar with the Account, Contact, Lead, Opportunity, and Competitor entities and the out-of-the-box sales process. Next, you’ll explore products and their associated collateral of quotes, orders, and invoices. Finally, you’ll learn about goals, sales literature, and also take a closer look at the in-app marketing capabilities, including marketing lists, campaigns, and quick campaigns. When you’re finished with the course, you’ll have a foundational understanding of Dynamics 365 for Sales and how to use it to gain greater insight into your current and prospective customers.

Table of contents
  1. Course Overview
  2. Course Introduction
  3. Core Entities
  4. The Sales Process
  5. Products
  6. Quotes, Orders, and Invoices
  7. Goals
  8. Sales Literature
  9. Marketing
  10. Course Summary and Next Steps

Microsoft Dynamics 365 for Customer Service

by Amber Israelsen

Nov 27, 2018 / 1h 32m

1h 32m

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Description

In business today, it may seem obvious that you need to make sales and get new customers. However, it’s equally important to provide great customer service to those customers once they’re onboard. Customers’ expectations are higher than ever, and they want fast, personalized service through a variety of channels.

That’s where the Customer Service application comes in. In this course, Microsoft Dynamics 365 for Customer Service, you’ll learn the fundamentals of this important part of Dynamics 365. First, you’ll become familiar with the core entities used in the Service app, with a special focus on cases. Next, you’ll explore how to work with cases, through queues and routing rules. You’ll also learn about service terms such as service level agreements, or SLAs, and entitlements. Finally, you’ll discover the knowledge management capabilities of the platform that enable customer service agents to quickly search for and share knowledge articles.

When you’re finished with the course, you’ll have a foundational understanding of Dynamics 365 for Customer Service, and how to use it to provide great service to your customers.

Table of contents
  1. Course Overview
  2. Course Introduction
  3. Core Entities
  4. Queues and Routing Rules
  5. Schedules
  6. Service Level Agreements
  7. Entitlements
  8. Knowledge Management
  9. Course Summary and Next Steps

Microsoft Dynamics 365 for Field Service

by Amber Israelsen

Mar 18, 2019 / 1h 17m

1h 17m

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Description

When you think of customer service, you might think of a call center where customer service reps provide assistance over the phone. But for some companies and industries, that service extends beyond the office, and technicians are sent into the field to make service calls. That’s what the Field Service application is all about: delivering on-site service to your customers and managing a mobile workforce.

In this course, Microsoft Dynamics 365 for Field Service, you’ll learn the fundamentals of this important part of Dynamics 365. First, you’ll become familiar with the core entities used in the Field Service app, with a special focus on Work Orders. You’ll learn how to create and schedule work orders, and then see how a field technician would use the Field Service Mobile app to complete work on-site. Next, you’ll explore ways to automate some of the data entry work, using incident types and agreements. Finally, you’ll get an overview of how assets, inventory, and purchasing work in Field Service.

When you’re finished with the course, you’ll have a foundational understanding of Dynamics 365 for Field Service, and how to use it to provide great on-site service to your customers.

Table of contents
  1. Course Overview
  2. Course Introduction
  3. Core Entities
  4. Creating Work Orders
  5. Scheduling
  6. Mobility
  7. Agreements
  8. Assets, Inventory, and Purchasing
  9. Course Summary and Next Steps

Microsoft Dynamics 365 for Project Service Automation

by Amber Israelsen

Jul 22, 2019 / 1h 32m

1h 32m

Start Course
Description

When you think of project management software, you might think of Gannt charts and milestones and delivery dates. But before any of that happens, you need to sell the work, plan and resource the project, and also track time and expenses for billing purposes. That's what the Project Service Automation application is all about: end-to-end support for managing the project sales and delivery process.

In this course, Microsoft Dynamics 365 for Project Service Automation, you’ll learn the fundamentals of this important part of Dynamics 365. First, you'll have a special focus on Opportunities, Quotes, Project Contracts, and Projects. Then, you'll become familiar with the core entities used in the Project Service application. Finally, you’ll understand how to manage a project through its entire lifecycle: selling the work, creating a detailed breakdown of work, staffing resources to the project, submitting time and expenses, and finally billing the customer.

When you’re finished with the course, you’ll have a foundational understanding of Dynamics 365 for Project Service, and how to use it to sell and manage a project.

Table of contents
  1. Course Overview
  2. Course Introduction
  3. Core Entities
  4. The Sales Process for Projects
  5. Project Planning
  6. Resource Management
  7. Time and Expenses
  8. Customer Billing
  9. Course Summary and Next Steps