Describe Dynamics 365 Customer Insights (15–20%)

Explore Customer Insights Journeys

Describe Use Cases for Customer Insights - Journeys

Customer Insights - Journeys is a powerful tool within Dynamics 365 that enables marketers to manage and optimize their organization’s customer marketing strategy comprehensively. Here are some of the key use cases for Customer Insights - Journeys:

1. Lead Generation and Scoring: Marketers can utilize Customer Insights - Journeys to identify potential customers effectively. The lead generation tools help in targeting prospects, while lead scoring mechanisms prioritize leads based on their likelihood to convert into business relationships https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-marketing/1-introduction .

2. Email Marketing: Customer Insights - Journeys provides capabilities for email marketing, allowing marketers to create, send, and track email campaigns. This helps in engaging with customers and personalizing communication based on customer behavior and preferences https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-marketing/1-introduction .

3. Segmentation: The platform enables marketers to target customers with precision using segments. Segmentation involves grouping customers based on specific criteria, which can then be used to tailor marketing efforts and messages to the right audience https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-marketing/1-introduction .

4. Automated Customer Journeys: Marketers can design and implement automated customer journeys. These are workflows that trigger specific actions based on customer interactions, ensuring that customers receive relevant content and offers at the right time in their journey https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-marketing/1-introduction .

5. Event Management: Customer Insights - Journeys includes features for managing events, from planning and promotion to registration and post-event follow-up. This helps in creating a seamless experience for event attendees and capturing valuable insights https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-marketing/1-introduction .

6. Real-time Journeys: New customers of Customer Insights - Journeys receive features that allow for real-time journey creation and management. This includes trigger-based and segment-based journeys that react instantly to customer actions https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-user-guide .

For additional information on creating and using customer journeys, you can refer to the following resources: - Create a trigger-based journey https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-user-guide - Create a segment-based journey https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-user-guide

These use cases demonstrate the versatility of Customer Insights - Journeys in enabling marketers to create a more personalized and effective marketing strategy that resonates with customers and drives business growth.

Please note that the URLs provided are for additional reading and should be accessed for more detailed guidance on implementing the use cases mentioned above.

Describe Dynamics 365 Customer Insights (15–20%)

Explore Customer Insights - Journeys

Lead Generation and Qualification

Lead generation and qualification are critical components of a comprehensive marketing strategy, particularly within the Dynamics 365 ecosystem. These processes involve identifying potential customers (leads) and assessing their likelihood to purchase (qualification), which can be significantly enhanced using Dynamics 365 tools.

Lead Generation

Lead generation in Dynamics 365 involves the use of marketing forms as part of a strategy to capture and score potential leads. Marketing forms are typically integrated into websites, landing pages, or marketing content, and are designed to collect information from individuals interested in your products or services. The data collected through these forms is then used to create or update contact and lead records within Dynamics 365 https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/marketing-forms .

Lead Qualification

Once leads are generated, they must be qualified to determine their sales-readiness. Dynamics 365 offers real-time journey qualification, which allows marketers to define qualification criteria based on scoring models. These models can include a variety of factors such as demographic information, engagement levels, and specific behaviors that indicate a lead’s potential to convert into a customer https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-qualify-leads .

To qualify leads, you can:

1. Set up qualification criteria using scoring models that are live within the system.
2. Specify a score threshold that, when met or exceeded by a lead, triggers qualification.
3. Combine multiple scoring models to create sophisticated criteria for lead qualification.
4. Define actions to be taken when a lead meets the qualification criteria, such as updating the lead’s status to “Marketing Qualified” or marking them as “Sales-Ready” https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-qualify-leads .

It’s important to note that only leads in an open status can be marketing-qualified, ensuring that leads are appropriately categorized and managed throughout their lifecycle https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-qualify-leads .

Additional Resources

For more detailed information on designing lead-scoring models and managing lead qualification, you can refer to the following resources:

• Design lead-scoring models https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/marketing-forms .
• Lead management and qualification criteria https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-qualify-leads .

By leveraging Dynamics 365 Customer Insights - Journeys, marketers can effectively manage the entire customer marketing strategy, from lead generation to qualification, and beyond. This suite of tools provides the capabilities needed to create dynamic marketing content, automate customer journeys, and ultimately, make better business decisions https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-marketing/1-introduction .

For a comprehensive understanding of the key marketing capabilities available in Dynamics 365 Customer Insights - Journeys, including lead generation and qualification, you can explore the following module:

• Dynamics 365 Customer Insights - Journeys https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-marketing/1-introduction .

Describe Dynamics 365 Customer Insights (15–20%)

Explore Customer Insights - Journeys

Describe Use Cases for Marketing Forms

Marketing forms are essential tools in Dynamics 365 Customer Insights - Journeys, serving as the primary means for capturing registration data and engaging with potential prospects. Here are some of the key use cases for marketing forms:

1. Webinar Registrations: Organizations can use marketing forms to capture attendee information for events such as webinars. For instance, a company like Contoso Coffee might use a form to drive customer sign-ups for a webinar about a new product, the Café A-100 Automatic https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-marketing/8-describe-use-cases-marketing-forms .

2. Lead Generation: Marketing forms are instrumental in generating leads. By embedding forms on marketing pages, businesses can collect information from interested parties, which can then be used to nurture these leads through the customer journey https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-marketing/8-describe-use-cases-marketing-forms .

3. Customer Engagement Tracking: Forms allow businesses to track how contacts have engaged with their journeys, including form submissions. This data is crucial for understanding audience behavior and tailoring marketing efforts to their preferences https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-user-guide .

4. Subscription Management: Certain types of marketing forms, such as subscription center forms, enable customers to manage their subscription preferences, thereby helping businesses maintain compliance with communication regulations and ensuring customer satisfaction https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/marketing-forms .

5. Custom Form Integration: With features like forms capture, businesses can maximize the potential of their custom-built forms. This allows for the seamless integration of form submissions into Customer Insights - Journeys without the need to recreate the forms, facilitating the automatic creation of new leads or contacts https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/transition-walkthrough-forms .

6. Data Deduplication: Marketing forms in Customer Insights - Journeys use matching strategies to avoid creating duplicate leads or contacts. This ensures that landing page submissions update existing records and new interactions are credited correctly for lead-scoring purposes https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/lead-lifecycle .

For additional information on marketing forms in Customer Insights - Journeys, you can refer to the following resources: - Overview of Customer Insights - Journeys forms https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/marketing-forms - Capture responses from external, third-party forms https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/transition-walkthrough-forms - Configure marketing pages https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/lead-lifecycle

These resources provide a comprehensive understanding of how marketing forms function within the Dynamics 365 Customer Insights - Journeys platform and how they can be leveraged to enhance marketing strategies and customer engagement.

Describe Dynamics 365 Customer Insights (15–20%)

Explore Customer Insights - Journeys

Targeting Customers Using Segments and Subscription Lists

To effectively target customers in marketing campaigns, it is essential to understand the use of segments and subscription lists. Here’s a detailed explanation of how to utilize these tools:

Using Segments

Segments are collections of related contacts that can be targeted in a customer journey. There are three types of segments you can use:

1. Dynamic Segments: These are created based on a dynamic database query. To target a customer journey using a dynamic segment, you must create the segment since dynamic marketing lists are not supported for this purpose https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/segments-vs-lists .

2. Static Segments: Static marketing lists can be used to create segments by setting up a dynamic segment that queries the static list. This is limited to static marketing lists, as dynamic lists are not supported for direct querying https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/segments-vs-lists .

3. Targeting Leads: It is now possible to create dynamic segments that target leads directly. This is done by creating a new segment in Customer Insights - Journeys, selecting “Lead” as the target audience, and using the segment builder to define the segment https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-build-segments .

Using Subscription Lists

Subscription lists are a type of static marketing list that allows contacts to sign up for various mailing lists. These lists can be targeted directly in a customer journey:

1. Creating Subscription Lists: To create a subscription list, you must set up a customer journey that targets an audience based on a segment. The segment field should be set to “Subscription List,” and you can then use the “Look for Marketing list” field to find the desired subscription list https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/customer-journeys-create-automated-campaigns .

2. Subscription Center: All instances of Dynamics 365 Customer Insights - Journeys must provide a subscription center. This enables contacts to manage their mailing list subscriptions. When targeting a mailing list with a customer journey, you should place a segment tile configured to load a subscription list as the first tile in the journey https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/customer-journeys-create-automated-campaigns .

Important Considerations

• When a customer journey targets a subscription list, contacts who unsubscribe will still be processed by any journeys already in progress and will continue to receive messages until all active journeys are complete https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/customer-journeys-create-automated-campaigns .
• To build segments directly in Dynamics 365 Customer Insights - Journeys, you can use the logic builder without needing specialized knowledge of data structures and logical operators https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-user-guide .

For additional information on these topics, you can refer to the following resources: - Dynamics 365 Customer Insights FAQs: [https://learn.microsoft.com/en-us/dynamics365/marketing/ci-faq] https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-user-guide - Set up subscription lists and subscription centers: [https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/set-up-subscription-center] https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/customer-journeys-create-automated-campaigns

By leveraging segments and subscription lists, marketers can create more targeted and effective customer journeys, ultimately improving marketing return on investment.

Describe Dynamics 365 Customer Insights (15–20%)

Explore Customer Insights - Journeys

Email Marketing Overview

Email marketing is a digital marketing strategy that involves sending emails to prospects and customers. Effective email marketing converts prospects into customers and turns one-time buyers into loyal, raving fans. In the context of Dynamics 365 Customer Insights - Journeys, email marketing is a key capability that allows marketers to engage with their audience through personalized, relevant, and dynamic content.

Key Features of Email Marketing in Dynamics 365 Customer Insights - Journeys:

1. Personalization: Dynamics 365 provides tools to personalize email content for each recipient, enhancing the relevance of the communication and increasing engagement rates https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-marketing/1-introduction .

2. Segmentation: Marketers can target customers with precision using segments, which are groups of customers categorized based on specific criteria such as behavior, demographics, or transaction history https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-marketing/1-introduction .

3. Automated Customer Journeys: The platform enables the creation of automated customer journeys. These are sequences of actions and communications triggered by customer behaviors or predefined schedules https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-marketing/1-introduction .

4. Lead Generation and Scoring: Dynamics 365 Customer Insights - Journeys includes lead generation and scoring tools to identify and prioritize potential customers, helping to streamline the marketing and sales funnel https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-marketing/1-introduction .

5. Event Management: The platform also offers event management features, allowing marketers to organize, track, and manage events as part of their email marketing campaigns https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-marketing/1-introduction .

6. Drag and Drop Tools: Marketers can quickly create dynamic marketing content using easy-to-use drag and drop tools, saving time and resources https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-marketing/1-introduction .

7. Analytics and Reporting: The effectiveness of email marketing campaigns can be measured through analytics and reporting features, providing insights into open rates, click-through rates, and conversion rates.

Additional Resources:

• For more information on how to use Dynamics 365 Customer Insights - Journeys for email marketing, please refer to the Dynamics 365 documentation: Dynamics 365 Customer Insights - Journeys https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-marketing/1-introduction .

• To learn about setting up and managing email marketing in Dynamics 365, visit the following link: Dynamics 365 Marketing User Guide https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/email-templates .

By leveraging these features, businesses can create effective email marketing campaigns that resonate with their audience, drive engagement, and contribute to the overall success of their marketing strategy.

Describe Dynamics 365 Customer Insights (15–20%)

Explore Customer Insights - Journeys

Describe Customer Journeys

Customer journeys in Dynamics 365 Customer Insights - Journeys are automated pathways that customers are guided through in various marketing and engagement efforts. These journeys are designed to provide a personalized experience for each customer, based on their interactions with the organization. Here’s a detailed explanation of customer journeys:

1. Creation of Customer Journeys: Marketers can use Dynamics 365 Customer Insights to create customer journeys. These journeys can be tailored to specific goals, such as welcoming new members to a loyalty program. The Copilot feature in Customer Insights allows marketers to describe the journey they want to create or choose from examples, and Copilot will suggest a journey that includes the target segment and each step in the process https://learn.microsoft.com/en-us/training/modules/navigate-dynamics-customer-engagement-apps/6-describe-copilot-dynamics-365-customer-engagement-apps .

2. Custom Triggers: During a customer journey, custom triggers can be set up to activate when a customer reaches a certain stage. These triggers can carry customer information to the next step in the journey. For example, the name of the source journey can be passed to a nurture journey, allowing for journey filtering and branching based on the activation source https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-custom-actions .

3. Attribute Mapping: Attributes can be specified in two ways: as a fixed value or using a field from the customer profile or another trigger in the journey. This allows for the passing of relevant customer details, such as a phone number, to the next step in the journey, ensuring that the customer’s context is maintained throughout https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-custom-actions .

4. Workflow Integration: Customer journeys can include the use of a Run workflow tile to invoke custom workflows. This allows for additional actions such as advancing process stages, creating alerts, and more, providing a highly customizable journey experience https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-marketing/6-describe-customer-journeys .

5. Marketing Tools: Dynamics 365 Customer Insights - Journeys offers a suite of marketing tools that assist in managing the entire customer marketing strategy. This includes lead generation, scoring tools, and drag-and-drop tools for creating dynamic marketing content and automated customer journeys https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-marketing/1-introduction .

For additional information on customer journeys in Dynamics 365 Customer Insights - Journeys, you can refer to the following resources:

• Dynamics 365 Customer Insights - Journeys Overview
• Using Custom Triggers in Customer Journeys
• Mapping Attributes in Customer Journeys

By understanding and utilizing these features, organizations can create effective and personalized customer journeys that guide customers through a seamless experience with the brand.

Describe Dynamics 365 Customer Insights (15–20%)

Explore Customer Insights - Journeys

Event Management Features and Capabilities in Dynamics 365

Event management within Dynamics 365 Customer Insights - Journeys offers a comprehensive suite of features designed to assist in the planning, execution, and analysis of live events and webinars. These features are integrated into the Dynamics 365 platform, providing a seamless experience for managing sales and marketing events. Below is a detailed explanation of the key capabilities:

Dashboard Overview

• A preconfigured Event Management Dashboard provides a broad overview of event-planning activities and results for all events, including a wall feed tracking activities linked to primary event-related records https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/event-management-dashboard-outbound .

Planning and Execution

• Dynamics 365 Customer Insights - Journeys supports the entire event lifecycle, from initial planning and budgeting to promotion, publication, and attendee registration https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/event-management .
• The platform offers business processes that guide users through the essential steps of event planning https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/event-management .
• Session, session tracking, and speaker management are available to organize event content and presenters https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/event-management .
• Attendee passes can be managed to grant access to specific sessions or tracks https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/event-management .
• Venue management features help track buildings, rooms, and room layouts https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/event-management .

Logistics and Management

• Guest logistics are included for registering hotels, room allocation, and reservations https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/event-management .
• The system allows for tracking sponsors and their contributions to each event https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/event-management .
• Integration with Microsoft Teams enables the creation of webinars and live events https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/event-management .

Post-Event Analysis and Marketing

• Final analytics and lead generation tools help evaluate the return on investment (ROI) of events https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-marketing/9-describe-event-management-features-capabilities .
• Attendance history can be reviewed for each contact, providing insights into events and sessions attended https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/event-management .

Event Website and Publication

• A fully functioning event website can be published, which includes self-service attendee registration and details about all published events https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/event-management-outbound .
• All information is drawn directly from Dynamics 365 Customer Insights - Journeys event-planning records, with updates automatically reflected on the event website https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/event-management-outbound .

Integration with Other Dynamics 365 Tools

• Dynamics 365 Customer Insights - Data can be used to create targeted customer segments for marketing https://learn.microsoft.com/en-us/training/modules/describe-dynamics-365-marketing-capabilities-2/1-introduction .
• Dynamics 365 Customer Voice survey integration is available for capturing customer feedback https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/event-management-outbound .

Maintenance and Updates

• For those with a Portal hosted event website, manual updates are required to maintain functionality after applying any Dynamics 365 Customer Insights - Journeys update https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/event-management-outbound .
• For self-hosted event websites, installation of the latest self-hosted sample website is necessary after updates https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/event-management-outbound .

For additional information on these features, you can refer to the following resources: - Dynamics 365 Customer Insights FAQs https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/event-management-dashboard-outbound https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/event-management https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/event-management-outbound - Default real-time journeys installation https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/event-management-dashboard-outbound https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/event-management https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/event-management-outbound - Outbound marketing user guide https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/event-management-dashboard-outbound - Publish events, sessions, tracks, and related records to the website https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/event-management-outbound - Manually overwrite your sample website with the latest version https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/event-management-outbound - Install the latest self-hosted sample website https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/event-management-outbound

This comprehensive set of features ensures that Dynamics 365 Customer Insights - Journeys can support a wide range of event management needs, from small gatherings to large-scale conferences, providing tools for every stage of the event lifecycle.

Describe Dynamics 365 Customer Insights (15–20%)

Explore Customer Insights - Journeys

Using Copilot with Customer Insights - Journeys

Copilot in Customer Insights - Journeys is a feature that allows users to create marketing journeys using conversational language. This tool is designed to simplify the journey creation process, making it accessible even to those without deep product knowledge. Here’s how to use Copilot with Customer Insights - Journeys:

1. Accessing Copilot:
   • Navigate to the Journey tab under Engagement within Customer Insights - Journeys.
   • Click on New Journey to open the journey copilot window https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-use-copilot-create-journey .
2. Getting Started:
   • At the top of the copilot window, you will find six suggested prompts to help you begin. For more examples, select See more examples https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-use-copilot-create-journey .
   • Alternatively, you can use the guided prompt experience by selecting the two-star icon in the text entry window https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-use-copilot-create-journey .
3. Creating a Journey:
   • Enter a prompt for your campaign, such as “Create a journey that will send a welcome email to all customers that are part of the loyalty member segment. After two days, send them an exclusive offer email” https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-use-copilot-create-journey .
   • Copilot will process the prompt and respond with a journey suggestion, including the automatically detected segment and each step of the journey https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-use-copilot-create-journey .
4. Reviewing and Editing:
   • Once you are satisfied with the suggested journey, you can select Create journey https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-use-copilot-create-journey .
   • Before publishing, you have the option to add your content, modify conditions, and make any necessary adjustments https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-use-copilot-create-journey .
5. Feedback and Improvement:
   • Use the thumbs up and thumbs down icons to provide feedback on the copilot, which helps improve its suggestions over time https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-use-copilot-create-journey .
6. Publishing the Journey:
   • After finalizing the journey and adding your content, select Publish to activate the journey https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-use-copilot-create-journey .
7. Consent and Usage:
   • Be aware that there are three levels of consent required to use generative AI Copilot features in Customer Insights - Journeys, which can be managed in Settings > Feature switches > Copilot https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/copilot-consent-journeys .
8. Additional Resources:
   • For more detailed information and FAQs, you can refer to the Dynamics 365 Customer Insights FAQs https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/content-rewrite https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/content-ideas https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-use-copilot-create-journey https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/copilot-consent-journeys .
   • To learn about the default installation of real-time journeys features for new Customer Insights - Journeys customers, see the Default real-time journeys installation guide https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/content-rewrite https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/content-ideas https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-use-copilot-create-journey https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/copilot-consent-journeys .

Please note that Copilot is a powerful tool that can significantly streamline the journey creation process, but it is important to review and customize the suggestions it provides to ensure they meet your specific marketing goals and comply with your organization’s policies.

For additional information on using Copilot with Customer Insights - Journeys, you can visit the following URLs: - Dynamics 365 Customer Insights FAQs https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/content-rewrite https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/content-ideas https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-use-copilot-create-journey https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/copilot-consent-journeys - Default real-time journeys installation https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/content-rewrite https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/content-ideas https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-use-copilot-create-journey https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/copilot-consent-journeys

Describe Dynamics 365 Customer Insights (15–20%)

Describe Customer Insights - Data

Use Cases and Capabilities for Customer Insights - Data

Customer Insights - Data is a robust tool within the Dynamics 365 ecosystem designed to enhance an organization’s understanding and engagement with customers. Below are the use cases and capabilities that make Customer Insights - Data an essential asset for businesses aiming to optimize their customer relationships.

Use Cases for Customer Insights - Data

1. Segmentation and Targeting: Utilize Customer Insights - Data to create targeted customer segments based on specific criteria, which can then be integrated into broader marketing strategies https://learn.microsoft.com/en-us/training/modules/describe-dynamics-365-marketing-capabilities-2/1-introduction .

2. Customer Feedback Capture: Leverage Dynamics 365 Customer Voice in conjunction with Customer Insights - Data to gather and analyze customer feedback, thereby informing product development and customer service improvements https://learn.microsoft.com/en-us/training/modules/describe-dynamics-365-marketing-capabilities-2/1-introduction .

3. Personalized Marketing Campaigns: Implement Customer Insights to process disparate customer data, enabling the creation of personalized marketing campaigns that resonate with individual customer preferences and behaviors https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/customer-insights-quickstart-guide .

4. Loyalty Program Optimization: For retailers, Customer Insights can automate the processing of loyalty points and purchase data to offer tailored rewards and discounts, enhancing customer loyalty and satisfaction https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/customer-insights-quickstart-guide .

Capabilities of Customer Insights - Data

1. Automated Customer Journeys: Design automated customer journeys that guide and nurture prospects, aiding in their conversion into revenue-generating customers https://learn.microsoft.com/en-us/training/modules/describe-dynamics-365-marketing-capabilities-2/1-introduction .

2. Event Management: Manage various types of in-person and virtual events using the event management capabilities within Customer Insights - Data https://learn.microsoft.com/en-us/training/modules/describe-dynamics-365-marketing-capabilities-2/1-introduction .

3. Integration with Dynamics 365 Tools: Improve marketing effectiveness by integrating with other Dynamics 365 applications, such as Dynamics 365 Marketing, for a more cohesive customer relationship management experience https://learn.microsoft.com/en-us/training/modules/describe-dynamics-365-marketing-capabilities-2/1-introduction .

4. Data Ingestion and Action: Harness and act on customer data from multiple sources, reaching customers effectively at the most opportune times https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/customer-insights-quickstart-guide .

For additional information on the capabilities and use cases of Customer Insights - Data, refer to the following resources:

• Dynamics 365 Customer Insights FAQs: [https://learn.microsoft.com/en-us/dynamics365/marketing/ci-faq] https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-personalization .
• Consent to use Copilot in Customer Insights – Data: [https://learn.microsoft.com/en-us/dynamics365/customer-insights/data/copilot-global-consent] https://learn.microsoft.com/en-us/power-platform/admin/geographical-availability-copilot .
• Overview of Dynamics 365 Customer Insights - Data: [https://learn.microsoft.com/en-us/dynamics365/marketing/real-time-marketing-move#default-customer-insights—journeys-installation] https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-personalization .

These resources provide a comprehensive understanding of how Customer Insights - Data can be leveraged to create a more personalized and effective customer engagement strategy.

Describe Dynamics 365 Customer Insights (15–20%)

Describe Customer Insights - Data

Describe Unified Customer Profiles

Unified customer profiles are a central feature within Dynamics 365 Customer Insights - Data, serving as a comprehensive and actionable representation of each individual customer. These profiles are constructed by integrating and harmonizing data from various sources within an organization, effectively breaking down data silos to create a single, cohesive view of a customer. This process is essential for businesses aiming to understand and engage with their customers more effectively.

Creation of Unified Customer Profiles

The creation of unified customer profiles involves several key steps:

1. Data Importation: Initially, data is imported from multiple sources, which may include transactional systems, organizational databases, and behavioral data repositories https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/customer-insights-quickstart-guide .

2. Data Matching and Merging: Using a unique identifier such as email, phone number, loyalty status, or purchase history, data from different sources is matched and merged to form a unified profile for each customer https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/customer-insights-quickstart-guide .

3. Data Enrichment: Unified profiles can be further enriched with additional attributes, including demographics, preferences, and scores, to provide a more detailed understanding of the customer https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/customer-insights-quickstart-guide .

Benefits of Unified Customer Profiles

Unified customer profiles offer several advantages:

• 360-Degree Customer View: They provide a 360-degree view of customers, which is crucial for personalized marketing, sales, and service interactions https://learn.microsoft.com/en-us/training/modules/describe-dynamics-365-marketing-capabilities-2/3-describe-use-cases-capabilities-customer-insights .

• Targeted Marketing: Marketers can build segments using the logic builder in Dynamics 365 Customer Insights - Journeys to target the right audience effectively, without requiring specialized knowledge of complex data structures https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-user-guide .

• Predictive Analytics: Predictions based on unified customer profiles can help anticipate customer behavior, enabling the creation of scenarios, recommendations, or actions tailored to individual customers https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/customer-insights-quickstart-guide .

Additional Resources

For more information on unified customer profiles and related features, you can visit the following URLs:

• Dynamics 365 Customer Insights FAQs: Dynamics 365 Customer Insights FAQs https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-user-guide .
• Data Enrichment Overview: Data enrichment (preview) overview https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/customer-insights-quickstart-guide .
• Data Unification Overview: Data unification overview https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/customer-insights-quickstart-guide .
• Create and Manage Predictions: Create and manage predictions https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/customer-insights-quickstart-guide .

By leveraging unified customer profiles, organizations can gain a deeper understanding of their customers, leading to more effective engagement strategies and improved customer experiences.

Describe Dynamics 365 Customer Insights (15–20%)

Describe Customer Insights - Data

Describe Measures, Segments, and Predictions

Measures are quantitative data points that can be used to assess customer behavior and preferences. They are derived from the unified customer profiles and can include a wide range of metrics such as loyalty status, subscription renewal dates, or any other relevant data captured within the customer profile. Measures help in creating dynamic content that is personalized for the customer, enhancing the effectiveness of marketing efforts.

Segments refer to specific groups of customers that share common characteristics or behaviors. By utilizing Customer Insights - Data, segments can be created based on transactional, behavioral, and demographic data. This enables marketers to target not just any customer, but those within specific segments that are most likely to respond to certain marketing initiatives. Segments can be used to personalize customer engagement further by tailoring marketing messages to meet the unique needs and preferences of each segment.

Predictions involve the use of analytics to forecast future customer behaviors or trends. Predictive models analyze past and current data to make informed guesses about future actions, such as the likelihood of a customer making a payment or the probability of a customer responding to a marketing campaign. In Dynamics 365 Finance, for example, the accuracy of payment predictions can be viewed and improved upon by selecting the most relevant fields for predicting payment probabilities.

For additional information on these concepts, you can refer to the following URLs: - For Measures and Segments: Dynamics 365 Customer Insights - Data - For Predictions: Finance insights parameters

These resources provide a deeper understanding of how to leverage measures, segments, and predictions to create impactful, automated interactions that resonate with customers, and how to improve the performance of prediction models within Microsoft Dynamics 365 https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-user-guide https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/customer-insights-quickstart-guide https://learn.microsoft.com/en-us/dynamics365/finance/finance-insights/use-customer-payment-predictions https://learn.microsoft.com/en-us/dynamics365/finance/finance-insights/improve-model .

Describe Dynamics 365 Sales (20–25%)

Explore Sales

Use Cases for Dynamics 365 Sales

Dynamics 365 Sales is a customer relationship management (CRM) application that enables organizations to streamline their sales processes, foster customer relationships, and drive sales performance. Below are several use cases that illustrate how Dynamics 365 Sales can be utilized within different business scenarios:

1. Lead to Cash Process Integration
   • Dynamics 365 Sales can be integrated with Business Central to provide a seamless lead-to-cash process. This integration allows for backend activities such as order processing, inventory management, and financials to be handled in Business Central, while customer engagement is managed in Dynamics 365 Sales https://learn.microsoft.com/en-us/dynamics365/business-central/marketing-integrate-dynamicscrm .
2. Synchronization of Customer and Sales Data
   • The application allows for the synchronization of common data between Dynamics 365 Sales and Business Central, such as customers, contacts, and sales information. This ensures that data is up-to-date in both systems, providing a unified view of customer interactions and sales activities https://learn.microsoft.com/en-us/dynamics365/business-central/marketing-integrate-dynamicscrm .
3. Sales Order Management
   • Sales personnel can utilize price lists from Business Central when creating sales orders in Dynamics 365 Sales. They can also view the inventory levels of items from Business Central, which helps in managing customer expectations regarding product availability https://learn.microsoft.com/en-us/dynamics365/business-central/marketing-integrate-dynamicscrm .
4. Coupling and Synchronization of Records
   • Dynamics 365 Sales provides the ability to couple specific records, such as accounts in Dynamics 365 Sales with customers in Business Central. This feature allows for targeted synchronization of records, ensuring that data is consistent across both platforms https://learn.microsoft.com/en-us/dynamics365/business-central/marketing-integrate-dynamicscrm .
5. Automated and Manual Transfer of Sales Orders
   • Order processors in Business Central can handle sales orders that are transferred from Dynamics 365 Sales, either automatically or manually. This includes the ability to create and post sales order lines for items or resources entered in Dynamics 365 Sales https://learn.microsoft.com/en-us/dynamics365/business-central/marketing-integrate-dynamicscrm .
6. Bidirectional Synchronization of Sales Orders
   • The system supports bidirectional synchronization of sales orders, meaning changes made in Dynamics 365 Sales can be reflected in Business Central and vice versa. This helps in maintaining accurate and current sales order information across both platforms https://learn.microsoft.com/en-us/dynamics365/business-central/admin-prepare-dynamics-365-for-sales-for-integration .
7. Collaboration with Microsoft Teams
   • Dynamics 365 Sales integrates with Microsoft Teams, allowing stakeholders to collaborate directly within the CRM application. This integration links chats to Dynamics 365 records, facilitating communication and coordination around sales opportunities and service cases https://learn.microsoft.com/en-us/training/modules/examine-common-activities-integration-options/7-describe-teams-integrations .

For additional information on integrating Dynamics 365 Sales with Business Central, you can refer to the following URLs: - Integrating with Dynamics 365 Sales https://learn.microsoft.com/en-us/dynamics365/business-central/marketing-integrate-dynamicscrm . - Handling Sales Order Data https://learn.microsoft.com/en-us/dynamics365/business-central/marketing-integrate-dynamicscrm . - Enable sales order processing integration https://learn.microsoft.com/en-us/dynamics365/business-central/admin-prepare-dynamics-365-for-sales-for-integration . - Handling Sales Quotes Data https://learn.microsoft.com/en-us/dynamics365/business-central/admin-prepare-dynamics-365-for-sales-for-integration .

These use cases demonstrate the versatility of Dynamics 365 Sales in managing and optimizing sales processes, providing valuable insights into customer behavior, and enhancing collaboration across different business functions.

Describe Dynamics 365 Sales (20–25%)

Explore Sales

Describe Leads and the Process for Qualifying Leads

Leads are potential customers who have shown interest in a company’s products or services. The process of qualifying leads is a critical step in the sales cycle, where the viability of leads as future customers is assessed. Dynamics 365 Sales offers a structured approach to manage and qualify leads effectively.

Lead Qualification Criteria

The qualification of leads in Dynamics 365 Sales is based on scoring models that are live within the system. To qualify a lead, the following steps are typically taken:

1. Navigate to Lead management > Qualification > Qualification criteria and add a scoring model.
2. Input a score threshold that qualifies a lead. Multiple models can be used to create sophisticated criteria, such as combining engagement and demographic scoring models.
3. Define actions to be taken when the criteria are met, such as updating the Status Reason to “Marketing Qualified” or setting the Sales-Ready attribute to “Yes”.
4. Select Publish to activate the qualification criteria and start the process of qualifying leads.

Once a lead meets the qualification criteria, several actions can be triggered, including marketing to qualified leads using real-time journeys, assigning leads to the sales team, or initiating a sales sequence to enhance sales efficiency https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-qualify-leads .

Lead Journey and Status Updates

Leads can follow multiple paths from being an open lead to becoming an opportunity. The lead’s stage can be updated either through automation or manually. It is important to note that only leads in an open status can be marketing-qualified. If a lead is already in a “Qualified” status, it will not be marked as Marketing Qualified or Sales Ready even if it meets the qualification criteria. Furthermore, if a lead has been Marketing Qualified but later falls below the qualification threshold, it will retain its Marketing Qualified status https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-qualify-leads .

Lead Qualification Process

The lead qualification process involves gathering information, contacting the lead, and deciding whether to pursue the opportunity. For instance, a potential customer may inquire about a product, but their viability as a customer is determined only after engagement with a salesperson. Dynamics 365 Sales provides various methods to capture leads, such as manual entry, converting activities like emails, or bulk importing. Once a lead is captured, the seller focuses on qualifying the lead through activities like phone calls, customer research, and stakeholder engagement https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-sales/5-describe-leads-process-qualifying-leads .

Dynamics 365 Sales Lead Management

Dynamics 365 Sales simplifies the capture and qualification of leads. Leads can be created in multiple ways to suit different sales models. Business process flows guide sellers in capturing necessary information and following steps to qualify leads that meet the organization’s criteria https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-sales/8-describe-dynamics-365-sales-business-process-flows .

For a hands-on demonstration of the lead management process in Dynamics 365 Sales, including creating and qualifying a lead, you can refer to the following URL: Lead Management Process Demonstration https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-sales/8-describe-dynamics-365-sales-business-process-flows .

This structured approach ensures that only the most promising leads are pursued, increasing the efficiency and effectiveness of the sales process.

Describe Dynamics 365 Sales (20–25%)

Explore Sales

Opportunity Management Process

Opportunity management is a critical aspect of customer relationship management (CRM) that involves tracking and managing potential sales opportunities from initiation through to the closing of a deal. In Dynamics 365, the opportunity management process is facilitated by Business Process Flows (BPFs), which provide a structured approach to guide sales personnel through the various stages of a sales lifecycle.

Stages of Opportunity Management

1. Lead to Opportunity Sales Process
   • Qualify Stage: This initial stage involves identifying whether a lead presents a viable sales opportunity. Sales representatives capture key information such as the company’s purchasing process, estimated budget, and purchasing timeframe. Steps in this stage ensure that the lead meets the necessary criteria to be pursued further https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-sales/8-describe-dynamics-365-sales-business-process-flows .
   • Develop Stage: Once a lead is qualified, the focus shifts to developing the relationship and understanding the customer’s needs in greater detail. This may involve identifying the decision-makers, understanding the customer’s business pain points, and aligning the offered products or services as solutions https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-sales/8-describe-dynamics-365-sales-business-process-flows .
   • Propose Stage: In this stage, the sales team prepares a tailored proposal for the customer. This includes creating a quote that outlines the products or services offered, pricing, and terms. The proposal is then presented to the customer for consideration https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-sales/8-describe-dynamics-365-sales-business-process-flows .
   • Close Stage: The final stage involves negotiating terms, addressing any remaining concerns, and ultimately closing the deal. This may also include running necessary credit checks or finalizing the contract details .
2. Opportunity Sales Process
   • Similar to the Lead to Opportunity process, this process also consists of the Qualify, Develop, Propose, and Close stages. However, it begins when an opportunity is directly created, bypassing the lead qualification stage https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-sales/8-describe-dynamics-365-sales-business-process-flows .

Business Process Flow Elements

• Stages: Represent the phases of the sales process, such as qualifying a customer or proposing a solution https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-sales/8-describe-dynamics-365-sales-business-process-flows .
• Steps: Within each stage, there are specific steps or fields that need to be completed, which guide the sales representative through the necessary actions to advance the opportunity https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-sales/8-describe-dynamics-365-sales-business-process-flows .

Utilizing Dynamics 365 Features

• Interaction Log: Dynamics 365 Business Central records interactions with contacts, such as email exchanges, which can be turned into sales opportunities. The Interaction Log provides a history of communications and can be accessed to view details or create opportunities based on promising interactions https://learn.microsoft.com/en-us/dynamics365/business-central/marketing-set-up-email-logging .

Additional Resources

For more information on managing sales opportunities within Dynamics 365, you can refer to the following resources: - Managing Sales Opportunities in Dynamics 365 Business Central https://learn.microsoft.com/en-us/dynamics365/business-central/marketing-set-up-email-logging . - Explore Dynamics 365 Sales https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-sales/8-describe-dynamics-365-sales-business-process-flows .

The opportunity management process in Dynamics 365 is designed to ensure that sales teams follow a consistent and repeatable process, maximizing the chances of winning deals and ensuring that no critical steps are missed. By leveraging the structured approach of Business Process Flows, organizations can streamline their sales activities and drive successful outcomes.

Describe Dynamics 365 Sales (20–25%)

Explore Sales

Describe the Quote Lifecycle

The quote lifecycle in Dynamics 365 Sales is a critical process that involves several stages, from the initial creation of a sales quote to its eventual conversion into a sales order or invoice. Here’s a detailed explanation of the quote lifecycle:

1. Creation of Sales Quotes: Sales quotes are created in Dynamics 365 Sales to propose prices for products and services to potential customers. These quotes can be manually or automatically processed in Business Central if integrated with Dynamics 365 Sales https://learn.microsoft.com/en-us/dynamics365/business-central/marketing-integrate-dynamicscrm .

2. Activation of Sales Quotes: Once a sales quote is finalized and agreed upon, it is activated. This activation can trigger an automatic transfer to Business Central when the “Automatically Process Quotes” checkbox is selected on the “Microsoft Dynamics 365 Connection Setup” page https://learn.microsoft.com/en-us/dynamics365/business-central/marketing-integrate-dynamicscrm .

3. Revision and Archiving: Sales quotes often go through multiple revisions during negotiations. Both Dynamics 365 Sales and Business Central ensure that previous versions of sales quotes are archived before processing new revisions https://learn.microsoft.com/en-us/dynamics365/business-central/marketing-integrate-dynamicscrm .

4. Conversion to Sales Orders: When a quote is in the “Won” state and a corresponding sales order is submitted in Dynamics 365 Sales, a sales order is created in Business Central. If the sales order is submitted later, the “Quote No.” is updated on the sales order, and the original quote is archived https://learn.microsoft.com/en-us/dynamics365/business-central/marketing-integrate-dynamicscrm .

5. Order Fulfillment: After a sales order is placed, it needs to be fulfilled by providing the products or services requested. Dynamics 365 Sales allows tracking of order fulfillment, which can be marked as complete or partial https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-sales/7-describe-sales-order-processing .

6. Invoicing: Following order fulfillment, an invoice can be created. Invoices are typically generated from orders and include all products associated with the order. Additional products or services can be added or removed, and pricing can be locked or unlocked as needed https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-sales/7-describe-sales-order-processing .

7. Payment: Once the invoice is paid by the customer, it can be marked as paid, with options for marking it as “Completed” or “Partial” based on the amount paid https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-sales/7-describe-sales-order-processing .

For additional information on handling sales quotes data, you can refer to the following URL: Handling Sales Quotes Data https://learn.microsoft.com/en-us/dynamics365/business-central/admin-prepare-dynamics-365-for-sales-for-integration .

For more details on the synchronization of sales orders and quotes between Dynamics 365 Sales and Business Central, please visit: Single and bi-directional synchronization of sales orders https://learn.microsoft.com/en-us/dynamics365/business-central/admin-prepare-dynamics-365-for-sales-for-integration .

Understanding the quote lifecycle is essential for effectively managing sales processes and ensuring a smooth transition from potential sales to actual revenue.

Describe Dynamics 365 Sales (20–25%)

Explore Sales

Order Management and Invoice Management Processes

Order management and invoice management are critical components of a business’s operations, ensuring that customer orders are processed efficiently and that invoicing is handled accurately. Below is a detailed explanation of these processes:

Order Management Process

1. Order Creation: An order management process typically begins with the creation of a customer order. This can be done manually by a sales representative or automatically through an online ordering system.

2. Order Processing: Once an order is created, it needs to be processed. This involves checking the availability of the items, confirming prices, and possibly scheduling the order for delivery.

3. Inventory Reservation: Inventory items are reserved for the order to ensure that they are available when needed for fulfillment.

4. Order Fulfillment: The order is then fulfilled, which may involve picking the items from the warehouse, packing them, and preparing them for shipment.

5. Shipping: The order is shipped to the customer. Shipping details and tracking information are often provided to the customer.

6. Order Completion: Once the order has been delivered, the order management process is completed. This may involve confirming receipt with the customer and handling any returns or exchanges if necessary.

Invoice Management Process

1. Invoice Creation: After the order is fulfilled, an invoice is generated. This invoice details the products or services provided, the quantities, the prices, and the total amount due.

2. Invoice Delivery: The invoice is then sent to the customer, either electronically through email or an online portal, or physically by mail.

3. Payment Tracking: The business tracks the payment of the invoice, noting any partial payments or full payment of the total amount due.

4. Payment Follow-up: If payment is not received by the due date, follow-up actions may be taken, which can include sending reminders, making phone calls, or employing collection management practices.

5. Payment Receipt: Upon receipt of payment, the invoice is marked as paid, and the payment is recorded in the business’s financial system.

6. Invoice Archiving: Finally, the paid invoice is archived for record-keeping and future reference. This may be required for tax purposes or financial auditing.

For additional information on these processes, you can refer to the following resources:

• Work with warehouse management only mode in Supply Chain Management
• Process automation with batch jobs in Dynamics 365

Please note that the specific steps and details of the order and invoice management processes can vary depending on the business’s policies, the industry, and the software systems in use.

Describe Dynamics 365 Sales (20–25%)

Explore Sales

Describe Use Cases for Business Process Flows

Business process flows in Dynamics 365 are designed to guide users through a set of steps towards a desired outcome. They are particularly useful in ensuring that processes are consistently followed across an organization. Here are some use cases for business process flows:

1. Standardizing Customer Service: Business process flows can be used to standardize the handling of customer service requests. By defining a process that all service agents must follow, organizations can ensure that each customer service request is handled in a consistent manner, which can improve customer satisfaction and service quality https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-customer-service/6-describe-dynamics-365-customer-service-business-process-flows .

2. Streamlining Approvals: In scenarios where approvals are required, such as invoice processing, business process flows can enforce that all the necessary steps are taken before an order is submitted. This ensures that all the required checks and approvals are in place, reducing errors and ensuring compliance with organizational policies https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-customer-service/6-describe-dynamics-365-customer-service-business-process-flows .

3. Onboarding and Training: For new employees, business process flows can reduce the learning curve by providing clear guidance on what needs to be done next. This can decrease the need for extensive training and allow new users to become productive more quickly https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-customer-service/6-describe-dynamics-365-customer-service-business-process-flows .

4. Case Management: Dynamics 365 Customer Service includes a “Phone to Case” business process flow that assists agents in resolving cases. It consists of three stages: Identify, Research, and Resolve. This flow helps agents to systematically handle cases, from identifying the issue to researching potential solutions and ultimately resolving the case https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-customer-service/6-describe-dynamics-365-customer-service-business-process-flows .

5. Ensuring Data Consistency: By using the attributes of the business process flow entity rather than legacy process-related attributes, organizations can ensure the consistency of the business process flow state. This is important for maintaining data integrity and reliability https://learn.microsoft.com/en-us/power-platform/important-changes-coming .

For additional information on creating, retrieving, updating, and deleting business process flow entity records, you can refer to the following resource: Create, retrieve, update, and delete business process flow entity records https://learn.microsoft.com/en-us/power-platform/important-changes-coming .

In summary, business process flows are a powerful tool in Dynamics 365 that can be leveraged across various use cases to ensure process adherence, improve efficiency, and enhance the overall quality of work within an organization.

Describe Dynamics 365 Sales (20–25%)

Explore Sales

Product Catalog, Price Lists, and Unit Groups

Product Catalog

The product catalog in Dynamics 365 is a centralized repository that allows for the management of products that an organization offers to its customers. It can function as a standalone system or be integrated with Enterprise Resource Planning (ERP) applications, such as Dynamics 365 ERP applications. The product catalog facilitates the quick building of sales quotes by enabling the addition of products directly from the catalog. It also supports automated pricing options, which can automatically update pricing details to reflect the most current information https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-sales/2-describe-use-cases-dynamics-365-sales .

Price Lists

Price lists in Dynamics 365 represent the prices of products and services offered to customers. They can be tailored to specific customer segments or apply universally across all customers. In Dynamics 365, default sales price lists are generated based on the price specified in the “Unit Price” field on the “Item Card” page for items. For customer-specific pricing, the system allows the synchronization of prices based on customer price groups. This synchronization creates an active price list in Dynamics 365 with the same name as the customer price group, ensuring that all items for which the customer price group defines the price are automatically synchronized https://learn.microsoft.com/en-us/dynamics365/business-central/marketing-integrate-dynamicscrm .

For more information on setting up and managing prices and discounts, including the streamlined processes introduced in the 2020 release wave 2, you can refer to the following URL: Enabling Upcoming Features Ahead of Time https://learn.microsoft.com/en-us/dynamics365/business-central/marketing-integrate-dynamicscrm .

Unit Groups

Unit groups in Dynamics 365 are used to define the units of measure for products. They are essential for maintaining consistency across transactions and reports. In the context of synchronization with Business Central, unit groups in Dynamics 365 Sales are synchronized with units of measure in Business Central. It is important to note that there can only be one unit of measure defined in the unit group to ensure proper synchronization https://learn.microsoft.com/en-us/dynamics365/business-central/admin-prepare-dynamics-365-for-sales-for-integration .

For additional details on the synchronization rules between Dynamics 365 Sales and Business Central, including unit groups, you can visit the following URL: Standard Entity Mapping https://learn.microsoft.com/en-us/dynamics365/business-central/admin-prepare-dynamics-365-for-sales-for-integration .

Synchronization with Business Central

The integration between Dynamics 365 Sales and Business Central allows for the synchronization of various entities, such as products, prices, and units of measure. This synchronization ensures that data is consistent and up-to-date across both systems. For instance, when synchronizing items with Dynamics 365 Sales products, Business Central automatically creates a price list in Dynamics 365 Sales, and it is recommended not to modify this price list manually to avoid synchronization errors https://learn.microsoft.com/en-us/dynamics365/business-central/admin-prepare-dynamics-365-for-sales-for-integration .

For a comprehensive understanding of the default synchronization jobs for Dynamics 365 Sales and their frequency, you can refer to the following URL: Couple and Synchronize Records Manually https://learn.microsoft.com/en-us/dynamics365/business-central/admin-prepare-dynamics-365-for-sales-for-integration .

---

The information provided here is designed to give a detailed understanding of the product catalog, price lists, and unit groups within Dynamics 365. This knowledge is crucial for effectively managing sales processes and ensuring data integrity across integrated systems.

Describe Dynamics 365 Sales (20–25%)

Explore Sales

Describe Copilot in Sales

Copilot in Dynamics 365 Sales is an AI-powered feature designed to enhance the productivity of sales professionals. It assists users in various day-to-day activities, streamlining their workflow and allowing them to focus on more strategic tasks. Below are some of the key functionalities provided by Sales Copilot:

• Record Summarization: Sales Copilot can automatically summarize records, making it easier for sales representatives to quickly understand key information and prepare for meetings https://learn.microsoft.com/en-us/training/modules/navigate-dynamics-customer-engagement-apps/6-describe-copilot-dynamics-365-customer-engagement-apps .
• Meeting Preparation: It helps in preparing for upcoming meetings by providing relevant data and insights, ensuring that sales professionals are well-informed and ready to engage with clients .
• Data Entry Automation: Microsoft Sales Copilot automates routine data entry tasks, reducing the administrative burden on sales teams and allowing them to concentrate on selling https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/10-summary .
• Actionable Insights: The tool provides actionable insights based on data analysis, which can help sellers to be more effective in their customer engagements https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/10-summary .
• Integration with LinkedIn Sales Navigator: Sales Copilot integrates with LinkedIn Sales Navigator, offering powerful search capabilities and insights from LinkedIn connections to drive personalized engagement with buyers https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/10-summary .

For additional information on the regional support for Dynamics 365 Copilot and generative AI features, you can refer to the following documentation: - Dynamics 365 Customer Insights - Data: Give consent to use Copilot in Customer Insights – Data https://learn.microsoft.com/en-us/power-platform/admin/geographical-availability-copilot . - Dynamics 365 Sales: Copilot data movement across geographies https://learn.microsoft.com/en-us/power-platform/admin/geographical-availability-copilot .

Furthermore, Microsoft is dedicated to improving the quality of Copilot features by understanding user inputs, outputs, and telemetry. This is done through the Data sharing for Dynamics 365 Copilot and Power Platform Copilot AI Features setting in the Power Platform admin center https://learn.microsoft.com/en-us/power-platform/faqs-copilot-data-sharing .

For a practical application of Copilot in Dynamics 365 Customer Insights, consider the feature that allows users to create customer journeys using Copilot. This feature enables the creation of tailored customer experiences, such as a welcome journey for new members of a loyalty program https://learn.microsoft.com/en-us/training/modules/navigate-dynamics-customer-engagement-apps/6-describe-copilot-dynamics-365-customer-engagement-apps .

By leveraging these features, sales professionals can become trusted advisors to their customers, using tools like warm introductions and AI-backed relationship monitoring to build long-lasting relationships and drive sales success https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/10-summary .

Describe Dynamics 365 Sales (20–25%)

Explore Sales

Describe Sales Accelerator

The Sales Accelerator is a feature within Dynamics 365 Sales that provides sellers with a streamlined and prioritized experience, enabling them to focus on the most important customer interactions. It is designed to minimize the time sellers spend on deciding which customer to contact next by gathering and presenting information from multiple sources in an actionable format. Here are the key aspects of the Sales Accelerator:

• Engagement Across Multiple Channels: Sellers can engage with customers using various communication channels within a single workspace, ensuring consistent and efficient customer interactions https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-sales/9-describe-sales-accelerator .

• Prioritized Worklist: The Sales Accelerator includes a worklist that prioritizes activities for sellers based on AI-based recommendations. This helps sellers concentrate on tasks that are likely to have a positive impact on sales outcomes https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-sales/9-describe-sales-accelerator .

• Sequences: Sequences are sets of consecutive activities that guide sellers through the sales process. These can be connected to lead and opportunity records to enforce best practices and ensure that sellers follow a structured approach to nurturing leads and closing deals https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-sales/9-describe-sales-accelerator .

• Sequence Analytics: Organizations can use sequence analytics to monitor the effectiveness of sequences and make data-driven decisions to improve sales outcomes. This includes monitoring the inflow and outflow at each step of the sequence and identifying areas for process improvement https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-sales/9-describe-sales-accelerator .

For additional information on sequences in Dynamics 365, you can refer to the following URL: Sequences in Dynamics 365 https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-sales/9-describe-sales-accelerator .

The Sales Accelerator is a powerful tool within Dynamics 365 Sales that helps sellers understand customer needs better and respond more effectively, ultimately contributing to smarter selling and improved customer engagement.

Note: The URLs provided are for reference purposes to offer additional information on the topic.

Describe Dynamics 365 Sales (20–25%)

Describe Sales capabilities and related apps

Sales Pipeline and Forecasting Concepts

Sales Pipeline

The sales pipeline is a visual representation of where potential sales deals stand in the sales process. It typically consists of several stages that a sales opportunity moves through, starting from initial contact with a prospect and ending with the closing of a deal. Each stage reflects a step that brings the prospect closer to making a purchase. The stages might include qualification, needs analysis, proposal, negotiation, and closure. The pipeline provides sales teams with a clear overview of their sales efforts and helps them prioritize their activities to push deals towards completion.

Sales Forecasting

Sales forecasting is the process of estimating future sales. It is a critical component for managing and steering a business because accurate forecasts enable businesses to make informed business decisions, predict short-term and long-term performance, and manage resources effectively. Forecasting involves using historical sales data, market analysis, and sales pipeline status to predict sales revenue over a given period. It helps businesses identify potential revenue, allocate resources efficiently, and plan for growth.

Enhancing Sales Pipeline and Forecasting with Dynamics 365 Sales

Dynamics 365 Sales offers tools to enhance the management of the sales pipeline and forecasting. Sales Forecasting allows organizations to create and manage sales forecasts with precision, while Sales Insights uses AI to provide actionable insights that can streamline selling approaches and improve forecasting accuracy https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/10-summary .

Additional Resources

• For a deeper understanding of how Dynamics 365 Sales can enhance sales pipeline management and forecasting, you can explore the following resources:
  • Sales Forecasting in Dynamics 365 Sales
  • Dynamics 365 Sales Insights

By utilizing these tools, sales professionals can become more effective in managing their sales pipeline and forecasts, ultimately becoming trusted advisors to their customers and driving business growth https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/10-summary .

Describe Dynamics 365 Sales (20–25%)

Describe Sales capabilities and related apps

Use Cases for and Capabilities of Sales Insights

Sales Insights is an AI-driven feature within Dynamics 365 Sales that enhances the sales process by providing actionable insights and recommendations. Below are some of the key use cases and capabilities of Sales Insights:

1. AI-Backed Relationship Monitoring: Sales Insights uses artificial intelligence to monitor customer relationships. It analyzes interaction data to provide sales professionals with insights that help them understand customer needs and preferences, enabling them to tailor their approach and build stronger, more personalized relationships https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/10-summary .

2. Sales Forecasting: The tool allows organizations to create and manage sales forecasts. Accurate forecasting is essential for businesses to identify potential revenue, allocate resources efficiently, and plan for growth. Sales Insights contributes to this by analyzing sales data and predicting future sales trends https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/10-summary .

3. Streamlined Selling Approaches: By leveraging AI, Sales Insights streamlines the selling process. It provides recommendations and next best actions, helping sales teams to prioritize their efforts and focus on the most promising leads and opportunities https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/10-summary .

4. Integration with LinkedIn Sales Navigator: Sales Insights can be integrated with LinkedIn Sales Navigator, providing powerful search capabilities and insights from LinkedIn connections. This integration allows sellers to engage with prospects through personalized content and gain more insight into their interests and activities https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/6-describe-use-cases-capabilities-linkedin-sales-navigator .

5. Real-Time Alerts: Sellers receive real-time alerts when a prospect connects with someone in their network or is mentioned in the news. This feature helps sellers to stay informed about their prospects’ activities and find opportune moments to engage https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/6-describe-use-cases-capabilities-linkedin-sales-navigator .

6. Automation of Data Entry Tasks: Microsoft Sales Copilot, part of the Sales Insights suite, automates routine data entry tasks. This automation frees up time for sales professionals to focus on more strategic activities and improves overall productivity https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/10-summary .

For more detailed information on how to use Sales Insights and its capabilities, you can refer to the following resources:

• To learn about administering Sales Insights features, visit Introduction to administering Sales Insights features.
• For guidance on using the assistant feature within Sales Insights, see Use the assistant to guide customer communications.
• For information on the regions supported by Dynamics 365 copilots and generative AI features, refer to Copilot data movement across geographies.

By understanding and utilizing these capabilities, sales professionals can become trusted advisors to their customers, build long-lasting relationships, and ultimately close opportunities faster.

Describe Dynamics 365 Sales (20–25%)

Describe Sales capabilities and related apps

Use Cases for LinkedIn Sales Navigator

LinkedIn Sales Navigator is a powerful tool designed for sales professionals to enhance their sales processes through social selling. Here are some use cases for LinkedIn Sales Navigator:

1. Social Selling: Sales professionals use LinkedIn Sales Navigator to leverage social media to find, connect with, and nurture sales prospects, replacing traditional methods like cold calling https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/6-describe-use-cases-capabilities-linkedin-sales-navigator .

2. Prospect Identification: With its advanced search capabilities, Sales Navigator allows users to identify potential customers, such as finding healthcare CEOs in a specific geographic region who are new to their roles https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/6-describe-use-cases-capabilities-linkedin-sales-navigator .

3. Sales Lifecycle Management: Dynamics 365 Sales can be used in conjunction with LinkedIn Sales Navigator to manage the sales lifecycle of the identified prospects and convert them into revenue https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/6-describe-use-cases-capabilities-linkedin-sales-navigator .

4. Personalized Engagement: By integrating LinkedIn Sales Navigator with Dynamics 365 Sales, sellers can drive more personalized and meaningful engagement with buyers, positioning themselves as subject matter experts https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/6-describe-use-cases-capabilities-linkedin-sales-navigator .

5. Network Utilization: LinkedIn Sales Navigator empowers sellers to use their LinkedIn network for introductions and to build trust with prospects, which is crucial for long-term relationship building https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/6-describe-use-cases-capabilities-linkedin-sales-navigator .

Capabilities of LinkedIn Sales Navigator

LinkedIn Sales Navigator offers a range of capabilities that support the above use cases:

• Advanced Search: Sales Navigator provides powerful search capabilities to find the right prospects based on specific criteria https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/2-identify-additional-dynamics-365-sales-capabilities-related-apps .

• Visibility into Extended Networks: It offers deeper visibility into extended networks, helping to understand the connections behind the records https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/2-identify-additional-dynamics-365-sales-capabilities-related-apps .

• Personalized Algorithms: Sales Navigator uses personalized algorithms to help reach the right decision-maker https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/6-describe-use-cases-capabilities-linkedin-sales-navigator .

• Integration with Dynamics 365 Sales: The integration creates a seamless experience, allowing sales reps to get insights and recommendations directly from Dynamics 365 records https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/6-describe-use-cases-capabilities-linkedin-sales-navigator .

• Insightful Features: Sellers can access headline information, recent activities, news, and job change information when viewing customer records in Dynamics 365 https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/6-describe-use-cases-capabilities-linkedin-sales-navigator .

• Icebreakers and Introductions: The tool provides icebreakers to identify commonalities with prospects and facilitates asking for introductions https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/6-describe-use-cases-capabilities-linkedin-sales-navigator .

• LinkedIn InMail: Sellers can use LinkedIn InMail directly for increased chances of reaching buyers https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/6-describe-use-cases-capabilities-linkedin-sales-navigator .

• LinkedIn Activities in Dynamics 365: LinkedIn user activities such as InMail can be surfaced in the Activity Timeline in Dynamics 365 https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/6-describe-use-cases-capabilities-linkedin-sales-navigator .

• LinkedIn Lead Gen Forms Integration: LinkedIn Lead Gen Forms can be integrated with Dynamics 365 to import leads generated through LinkedIn campaigns https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/sales-marketing-integration .

• Matched Audiences: Customer Insights - Journeys can create LinkedIn Matched Audiences to target the same individuals across multiple channels https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/sales-marketing-integration .

For additional information on integrating LinkedIn Sales Navigator with Dynamics 365 Sales, you can refer to the following resources:

• Integrate LinkedIn Sales Navigator solutions for Dynamics 365 Sales https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/sales-marketing-integration
• Marketing on LinkedIn with Dynamics 365 Customer Insights - Journeys https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/sales-marketing-integration

These resources provide further details on how to leverage LinkedIn Sales Navigator and Dynamics 365 Sales for enhanced sales and marketing efforts.

Describe Dynamics 365 Sales (20–25%)

Describe Sales capabilities and related apps

Dynamics 365 Sales Mobile App Use Cases

The Dynamics 365 Sales mobile app is designed to enhance the productivity and effectiveness of sales professionals by providing access to crucial sales data and functionalities on the go. Here are some use cases for the Dynamics 365 Sales mobile app:

1. Access to Customer Data Anytime, Anywhere: Sales professionals can view and update customer records, contact details, and sales opportunities directly from their mobile devices, ensuring they have the most current information while in the field or away from their desks https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/10-summary .

2. Sales Activity Management: The app allows users to manage their daily sales activities, including appointments, tasks, and communications with clients. This ensures that sales professionals can stay organized and responsive to customer needs, even when they are not in the office https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/10-summary .

3. Real-Time Sales Insights: With the integration of Sales Insights, the mobile app provides real-time analytics and predictive information. This helps sales professionals to prioritize leads and opportunities based on data-driven insights https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/10-summary .

4. Collaboration and Communication: The app facilitates better collaboration among team members by allowing them to share information and updates on sales processes and customer interactions quickly .

5. Enhanced Productivity Tools: Features like Microsoft Sales Copilot automate data entry tasks and provide actionable insights, helping sales professionals to focus on selling rather than administrative tasks https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/10-summary .

6. LinkedIn Integration: Through the integration with LinkedIn Sales Navigator, sales professionals can leverage powerful search capabilities and insights from LinkedIn connections to drive personalized engagement with buyers https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/10-summary .

7. Sales Forecasting: The mobile app includes features for creating and managing sales forecasts, which is essential for businesses to identify potential revenue, allocate resources efficiently, and plan for growth https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/10-summary .

For additional information on the Dynamics 365 Sales mobile app and its capabilities, you can refer to the following resources:

• Dynamics 365 Sales mobile app overview: Dynamics 365 Sales mobile app
• LinkedIn Sales Navigator integration: LinkedIn Sales Navigator and Dynamics 365 Sales
• Sales Insights features: Dynamics 365 Sales Insights

These use cases demonstrate how the Dynamics 365 Sales mobile app can be a valuable tool for sales professionals, enabling them to be more efficient and effective in their roles, and ultimately helping to drive sales and build stronger customer relationships.

Describe Dynamics 365 Sales (20–25%)

Describe Sales capabilities and related apps

Describe Microsoft Sales Copilot

Microsoft Sales Copilot is an innovative application designed to enhance the productivity of sellers by automating the capture, access, and registration of customer interaction data into any customer relationship management (CRM) system. It leverages the capabilities of Microsoft 365 and Microsoft Teams to streamline the sales process and reduce the time spent on manual data entry, allowing sellers to concentrate more on selling activities https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/8-describe-viva-sales .

Key Features of Microsoft Sales Copilot:

• Integration with Microsoft 365 and Teams: Microsoft Sales Copilot is deeply integrated with Microsoft 365 and Microsoft Teams, making it easier for sellers to manage customer interactions and data without switching between different applications https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/8-describe-viva-sales .

• Automatic Data Capture: The application automatically captures and registers customer engagement data from Microsoft 365 into the CRM system, eliminating the need for manual data entry https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/8-describe-viva-sales .

• Sales Intelligence: By enriching the data set with customer engagement data and the power of AI, Microsoft Sales Copilot provides sales intelligence that helps sellers understand their customers better, leading to faster deal closures https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/8-describe-viva-sales .

• Actionable Insights: It prepares sellers for engagements by gathering information from the CRM system and Microsoft Office, enriching it with actionable insights to enhance effectiveness https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/8-describe-viva-sales .

• CRM Data Accessibility: Sellers can access related information from the CRM system at their fingertips, save activities such as emails and meetings to CRM, and get an overview of recent interactions with customers https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/8-describe-viva-sales .

• Recommendations and Personalization: In Microsoft Teams, Microsoft Sales Copilot provides recommendations and information to help sellers stay connected to their customers, minimize data entry, and personalize engagements for higher win rates https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/8-describe-viva-sales .

• Conversation Intelligence: The application offers transcribed call summaries with conversation intelligence, enabling sellers to understand customer needs and take timely, appropriate actions https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/8-describe-viva-sales .

• Automated Follow-ups: Microsoft Sales Copilot generates automatic follow-ups, ensuring that sellers take the right action at the right time https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/8-describe-viva-sales .

Additional Resources:

For more detailed information on specific features of Microsoft Sales Copilot, you can refer to the following URLs:

• FAQ for summarization in Copilot https://learn.microsoft.com/en-us/dynamics365/sales/responsible-ai-overview
• FAQ for email in Copilot https://learn.microsoft.com/en-us/dynamics365/sales/responsible-ai-overview

Regional Support and Documentation:

The availability of Copilot and generative AI features of Power Platform and Dynamics 365 varies by region. For information on regions supported by Dynamics 365 copilots and generative AI features, please consult the following documentation:

• Give consent to use Copilot in Customer Insights – Data https://learn.microsoft.com/en-us/power-platform/admin/geographical-availability-copilot
• Copilot data movement across geographies https://learn.microsoft.com/en-us/power-platform/admin/geographical-availability-copilot

Security and Compliance:

Microsoft Sales Copilot is integrated into Microsoft services like Dynamics 365, Viva Sales, Power Platform, and Microsoft 365. It inherits the security, compliance, and privacy policies and processes of these products, ensuring a trustworthy AI solution with features like two-factor authentication and privacy protections https://learn.microsoft.com/en-us/power-platform/faqs-copilot-data-security-privacy .

By incorporating these features, Microsoft Sales Copilot aims to boost seller productivity, lighten workloads, and save time, ultimately helping sellers to sell more effectively.

Describe Dynamics 365 Customer Service (20–25%)

Explore Customer Service

Describe Use Cases for Dynamics 365 Customer Service

Dynamics 365 Customer Service is a comprehensive platform designed to support a variety of customer service scenarios. The use cases for Dynamics 365 Customer Service include:

1. Case Management: The platform provides a solid foundation for organizations to create, manage, and track support issues reported by customers. This ensures that customer issues are handled quickly and effectively https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-customer-service/1-introduction .

2. Knowledge Management: Dynamics 365 Customer Service includes knowledge management options that allow organizations to go beyond the core functionality and meet the specific needs of their employees and customers. This can include creating a knowledge base for customer self-service or for use by support staff https://learn.microsoft.com/en-us/training/modules/examine-reporting-apps/1-introduction .

3. Omnichannel Support: The service supports omnichannel capabilities, meaning customers can reach out for support through multiple channels such as phone, email, chat, and social media. This allows organizations to provide a seamless customer service experience across different communication platforms .

4. Customer Feedback: With Dynamics 365 Customer Voice, organizations can automatically send surveys to customers after a case is resolved to capture feedback. This helps in understanding customer sentiment and improving service quality https://learn.microsoft.com/en-us/training/modules/examine-reporting-apps/5-describe-dynamics-customer-voice-use-cases-customer-service .

5. Service-Level Agreements (SLAs): Dynamics 365 Customer Service allows organizations to define SLAs that track Key Performance Indicators (KPIs) like first response and resolution times. This helps in meeting the desired service levels and managing customer expectations https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-customer-service/4-describe-case-lifecycle-including-service-level-agreements-entitlements .

6. Entitlements Management: The platform can manage entitlements, which define the specific support details promised to a customer, such as the number of support calls or hours of technical support they are entitled to. This helps in managing warranty contracts, service-specific contracts, and support contracts https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-customer-service/4-describe-case-lifecycle-including-service-level-agreements-entitlements .

7. Integration with Microsoft Teams: Dynamics 365 Customer Service can be integrated with Microsoft Teams to facilitate collaboration across departments. This integration allows team members to view and collaborate on customer records within Teams, streamlining the workflow and improving efficiency https://learn.microsoft.com/en-us/dynamics365/teams-integration/teams-integration .

For additional information on Dynamics 365 Customer Service, you can refer to the following resources:

• Dynamics 365 Customer Service overview
• Dynamics 365 Customer Voice
• Service-Level Agreements in Dynamics 365 Customer Service
• Entitlements in Dynamics 365 Customer Service
• Microsoft Teams integration with Dynamics 365

Please note that the URLs provided are for additional information and are part of the study materials.

Describe Dynamics 365 Customer Service (20–25%)

Explore Customer Service

Certainly, here is a detailed explanation of the functionality for workload management, including basic routing (basic queues), Unified Routing, and Agent Inbox:

Workload Management Functionality

Basic Routing (Basic Queues)

Basic routing is a feature typically used to direct records such as cases, leads, emails, etc., to individuals, teams, or queues. The routing is based on a set of predefined rule criteria. These criteria are usually straightforward and simple, allowing for the distribution of work based on factors such as the type of case or the origin of an inquiry. Basic queues help organize and prioritize work items, ensuring that they are handled efficiently and by the appropriate party https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-customer-service/5-describe-functionality-workload-management .

Unified Routing

Unified Routing provides more advanced routing capabilities compared to basic routing. It directs incoming work to the most suitable queue and agent, optimizing the distribution of workload. Unified Routing takes into account a variety of factors, including agent availability, skill level, and work item priority, to ensure that each task is assigned to the agent best equipped to handle it. This system allows for a more sophisticated and dynamic approach to workload management, which can lead to improved response times and customer satisfaction https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-customer-service/5-describe-functionality-workload-management .

Agent Inbox

Agent Inbox is a feature that consolidates work items from various sources into a single, unified interface for agents. This allows agents to manage their workload from one place, reducing the need to switch between different applications or screens. The Agent Inbox can include items from basic queues as well as those routed through Unified Routing, providing a comprehensive view of an agent’s tasks. This centralization of work items helps agents to prioritize and respond to work more effectively.

For additional information on these features, you can refer to the following resources:

• Basic Routing: Basic Routing Overview
• Unified Routing: Unified Routing Documentation
• Agent Inbox: Agent Inbox Details

Please note that the URLs provided are for reference purposes and are not meant to be included in the study guide as per the instructions.

Describe Dynamics 365 Customer Service (20–25%)

Explore Customer Service

Knowledge Management in Dynamics 365 Customer Service

Knowledge management in Dynamics 365 Customer Service is a comprehensive feature that enables organizations to create, manage, and deliver a wide array of knowledge articles. These articles are designed to provide valuable information to both customers and employees, addressing common issues, product documentation, frequently asked questions (FAQs), and more. Here’s a detailed explanation of the key aspects of knowledge management within Dynamics 365 Customer Service:

Creation and Management of Knowledge Articles

Organizations can create detailed knowledge articles that help resolve customer and employee inquiries related to products or services. The content of these articles can be formatted to include text, images, and videos, ensuring that the information is both accessible and engaging https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-customer-service/7-describe-knowledge-management-dynamics-365-customer-service .

Knowledge Article Lifecycle

Dynamics 365 Customer Service supports the entire lifecycle of a knowledge article, from initial creation and management to scheduled publishing. This ensures that customers always have access to the most current and relevant information https://learn.microsoft.com/en-us/training/modules/navigate-dynamics-customer-engagement-apps/5-describe-use-cases-dynamics-365-customer-engagement-apps https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-customer-service/8-knowledge-check .

Knowledge Base Integration

The platform has deprecated the usage of Parature knowledgebase and replaced it with its own Knowledge Management features. This integration allows for a seamless knowledge base experience within Dynamics 365 Customer Service https://learn.microsoft.com/en-us/power-platform/important-changes-coming .

Rich Content Design

The knowledge management capabilities allow for the creation and design of rich knowledge content. This includes the ability to embed multimedia elements such as videos and images into knowledge articles, enhancing the user’s understanding and retention of the information https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-customer-service/7-describe-knowledge-management-dynamics-365-customer-service .

Scheduled Publishing

Articles can be scheduled for publishing, allowing organizations to plan and control the release of knowledge content in alignment with product launches, updates, or other significant events https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-customer-service/8-knowledge-check .

Immediate Publishing by Agents

Agents have the ability to create and immediately publish articles, which can be particularly useful for addressing emerging issues or providing instant solutions to customer problems https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-customer-service/8-knowledge-check .

Reporting and Visualization

Dynamics 365 Customer Service provides reporting and visualization options that help organizations track the usage and effectiveness of knowledge articles, ensuring that the knowledge base remains a valuable resource https://learn.microsoft.com/en-us/training/modules/examine-reporting-apps/1-introduction .

Omnichannel Support

The knowledge management features are integrated with Omnichannel for Dynamics 365 Customer Service, providing a consistent knowledge base experience across multiple customer service channels https://learn.microsoft.com/en-us/training/modules/examine-reporting-apps/1-introduction .

For additional information on knowledge management in Dynamics 365 Customer Service, you can refer to the following resources: - Knowledge Management in Dynamics 365 Customer Service - Dynamics 365 Customer Service documentation

Please note that the URLs provided are for reference purposes and are part of the retrieved documents.

Describe Dynamics 365 Customer Service (20–25%)

Explore Customer Service

Case Lifecycle, Service-Level Agreements (SLAs), and Entitlements

The case lifecycle in Dynamics 365 Customer Service is a comprehensive process that manages the end-to-end journey of support requests reported by customers. This lifecycle includes several stages, starting from the initial case creation, through case management, and up to the resolution of the case. Here’s a detailed explanation of the case lifecycle, along with the roles of SLAs and entitlements:

1. Case Creation: The lifecycle begins when a customer reports an issue, and a case is created in the Dynamics 365 Customer Service system. This can be done manually by a service agent or automatically through various channels like email, phone, or web forms.

2. Case Management: Once a case is created, it is managed by service agents who track the case’s progress, update its status, and ensure that all necessary information is captured for resolution.

3. Service-Level Agreements (SLAs): SLAs are agreements that outline the level and type of support a customer is entitled to receive. They include metrics such as first response time and resolution time, which are tracked against each case to ensure that the service meets the promised standards https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-customer-service/4-describe-case-lifecycle-including-service-level-agreements-entitlements .

   • SLA Tracking: Dynamics 365 Customer Service SLAs allow for monitoring of Key Performance Indicators (KPIs) to ensure that cases are handled within the agreed-upon timeframes https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-customer-service/4-describe-case-lifecycle-including-service-level-agreements-entitlements .
   • SLA Visualization: A typical SLA might specify different levels of service for various customer tiers, which can be visualized and managed within the system https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-customer-service/4-describe-case-lifecycle-including-service-level-agreements-entitlements .

4. Entitlements: Entitlements specify the support details promised to a customer, including coverage dates and the number of cases or length of time for support. They can be based on warranty contracts, service-specific contracts, incident-based support contracts, or time-based support contracts https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-customer-service/4-describe-case-lifecycle-including-service-level-agreements-entitlements .

   • Entitlement Management: Dynamics 365 Customer Service entitlements help manage and enforce the support terms agreed with the customer. For example, a customer might be entitled to a certain number of support calls or hours of technical support https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-customer-service/4-describe-case-lifecycle-including-service-level-agreements-entitlements .

5. Case Resolution: The final stage of the case lifecycle is resolving the case. Once the issue is resolved to the customer’s satisfaction, the case is closed. However, if the issue persists or recurs, the case can be reopened and the lifecycle begins anew.

6. Continuous Improvement: After case resolution, service organizations analyze data and feedback to improve service delivery, which may involve adjustments to SLAs and entitlements to better meet customer needs.

For additional information on SLAs and entitlements in Dynamics 365 Customer Service, you can refer to the following URLs: - Service-Level Agreements: SLA for Online Services https://learn.microsoft.com/en-us/dynamics365/supply-chain/../fin-ops-core/dev-itpro/get-started/service-description?context=/dynamics365/context/supply-chain https://learn.microsoft.com/en-us/dynamics365/supply-chain/../fin-ops-core/dev-itpro/get-started/service-description?context=/dynamics365/context/supply-chain . - Dynamics 365 Customer Service overview: Explore Dynamics 365 Customer Service https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-customer-service/1-introduction .

This explanation provides a foundational understanding of the case lifecycle, SLAs, and entitlements within Dynamics 365 Customer Service, which are crucial for delivering effective customer support.

Describe Dynamics 365 Customer Service (20–25%)

Explore Customer Service

Describe Use Cases for Copilot in Customer Service

Copilot in Dynamics 365 Customer Service is designed to enhance the efficiency and effectiveness of support agents by providing AI-powered features. Here are some of the key use cases for Copilot in Customer Service:

Summarization of Cases

• Quick Contextual Understanding: Copilot case summaries assist support agents in quickly grasping the context of a case, which can lead to faster resolution of customer issues. The summary includes essential details such as the case title, customer information, subject, product, priority, case type, and description https://learn.microsoft.com/en-us/training/modules/navigate-dynamics-customer-engagement-apps/6-describe-copilot-dynamics-365-customer-engagement-apps .

Summarization of Conversations

• Efficient Communication: Copilot can summarize chat and transcribed voice conversations, providing context and outlining the steps already taken to address the issue. This helps in avoiding repetition and ensures that agents are up-to-date with the customer’s situation https://learn.microsoft.com/en-us/training/modules/navigate-dynamics-customer-engagement-apps/6-describe-copilot-dynamics-365-customer-engagement-apps .

AI-Generated Responses

• Contextual and Relevant Assistance: Copilot generates responses that are contextually relevant to the task at hand. For example, it can provide responses to emails from Dynamics 365 or automate specific manual processes, thereby improving the overall customer service experience https://learn.microsoft.com/en-us/power-platform/faqs-copilot-data-security-privacy .

Data Protection

• Secure Data Handling: Copilot uses service-side technologies to encrypt customer content both at rest and in transit. This ensures that organizational data is protected with robust security measures, including the use of TLS 1.2 for secure connections https://learn.microsoft.com/en-us/power-platform/faqs-copilot-data-security-privacy .

For more comprehensive information on encryption protocols, you can refer to the following URL: Encryption in the Microsoft Cloud https://learn.microsoft.com/en-us/power-platform/faqs-copilot-data-security-privacy .

Learning and Improvement

• Continuous Improvement: Microsoft is dedicated to enhancing the accuracy of Copilot features by understanding users’ inputs, outputs, and telemetry. This commitment to improvement ensures that Copilot remains a valuable tool for customer service scenarios https://learn.microsoft.com/en-us/power-platform/faqs-copilot-data-sharing .

For additional details on managing Copilot features in Customer Service, please visit: Manage Copilot features in Customer Service https://learn.microsoft.com/en-us/power-platform/admin/geographical-availability-copilot .

By integrating Copilot into Dynamics 365 Customer Service, organizations can leverage AI to streamline their support processes, provide better service to their customers, and maintain a high standard of data security and privacy.

Describe Dynamics 365 Customer Service (20–25%)

Describe Customer Service capabilities and related apps

Describe Omnichannel for Customer Service

Omnichannel for Customer Service is an application within the Microsoft Dynamics 365 suite that enhances the capabilities of Dynamics 365 Customer Service. It is designed to provide a seamless and consistent customer service experience across multiple channels, enabling organizations to connect with their customers through various means of communication, including live chat, voice, and SMS https://learn.microsoft.com/en-us/dynamics365/commerce/dev-itpro/commerce-chat-overview .

Key Features of Omnichannel for Customer Service:

• Multi-Channel Connectivity: Allows customers to engage with customer service through their preferred channel, whether it be live chat, voice calls, or text messages https://learn.microsoft.com/en-us/dynamics365/commerce/dev-itpro/commerce-chat-overview .

• Integration with Dynamics 365 Commerce: When integrated with Dynamics 365 Commerce e-commerce websites, it empowers online shoppers with chat capabilities, providing live agent support and facilitating sales https://learn.microsoft.com/en-us/dynamics365/commerce/dev-itpro/commerce-chat-overview .

• Personalized Engagement: Aims to increase personalized interaction with customers, which can lead to improved customer retention https://learn.microsoft.com/en-us/dynamics365/commerce/dev-itpro/commerce-chat-module .

• Enhanced Customer Service: Combines human agent support with self-service chatbots to offer comprehensive customer service solutions https://learn.microsoft.com/en-us/dynamics365/commerce/dev-itpro/commerce-chat-module .

• Operational Insights: Provides agents with real-time access to customer profiles, order history, and purchasing data, which can drive operational improvements and enhance customer engagement https://learn.microsoft.com/en-us/dynamics365/commerce/dev-itpro/commerce-chat-module .

• Customer Satisfaction and Sales: By improving the overall customer service experience, it helps to boost customer satisfaction and potentially increase sales https://learn.microsoft.com/en-us/dynamics365/commerce/dev-itpro/commerce-chat-module .

• Agent Experience: Features like the addition of the Commerce Call Center as an application tab in the agent experience, allow customer service agents to access relevant customer and order information within the Omnichannel for Customer Service interface https://learn.microsoft.com/en-us/dynamics365/commerce/dev-itpro/commerce-chat-module .

• Commerce Headquarters Tab: Agents can use an application tab for Commerce headquarters to access the Dynamics 365 Commerce Customer Service module, which contains contextual customer information along with sales order details https://learn.microsoft.com/en-us/dynamics365/commerce/dev-itpro/commerce-chat-module .

For more detailed information about Omnichannel for Customer Service and its integration with Dynamics 365 Commerce, you can refer to the following resources:

• Introduction to Omnichannel for Customer Service: https://learn.microsoft.com/en-us/dynamics365/customer-service/introduction-omnichannel https://learn.microsoft.com/en-us/dynamics365/commerce/dev-itpro/commerce-chat-overview .

• Commerce chat with Omnichannel for Customer Service module: https://learn.microsoft.com/en-us/dynamics365/commerce/dev-itpro/commerce-chat-module https://learn.microsoft.com/en-us/dynamics365/commerce/dev-itpro/commerce-chat-overview .

These resources provide a comprehensive overview of the features and benefits of Omnichannel for Customer Service, as well as guidance on how to integrate it with Dynamics 365 Commerce to enhance the e-commerce customer experience.

Describe Dynamics 365 Customer Service (20–25%)

Describe Customer Service capabilities and related apps

Reporting and Data Visualization Options in Customer Service

Customer Service within Dynamics 365 offers a variety of reporting and data visualization tools to help organizations understand and improve their customer service operations. These tools are designed to provide insights into customer interactions, service performance, and support issues.

Embedded Business Intelligence (BI)

Embedded BI in Dynamics 365 Customer Service uses intuitive visualizations to provide insights relevant to tasks at hand, enabling users to make informed decisions. For example, a rental clerk can view a customer’s previous rental preferences to offer better options. Embedded BI is integrated throughout the user interface, and Dynamics 365 finance and operations provide a powerful charting framework and efficient access to aggregated data for fluid visualizations https://learn.microsoft.com/en-us/dynamics365/supply-chain/../fin-ops-core/dev-itpro/analytics/analytics .

Power BI and Excel Integration

Power BI desktop and Excel “Power tools” can be used to create visualizations. Excel is particularly useful for quick, ad-hoc reports. Users can export data from Dynamics 365 into Excel and use Power View, Power Query, and PowerPivot extensions to visualize and analyze data. These reports can be standalone or imported into the PowerBI.com service for broader sharing https://learn.microsoft.com/en-us/dynamics365/supply-chain/../fin-ops-core/dev-itpro/analytics/power-bi-integration .

Document Reporting Service

The Document Reporting Service in finance and operations apps supports document generation and BI and analytics. It is ideal for bulk production of business documents and interactive visualizations based on data aggregations. However, for more extensible analytical views, integration with the Microsoft Power BI service is available, which is recognized for delivering powerful analytics https://learn.microsoft.com/en-us/dynamics365/field-service/../fin-ops-core/dev-itpro/analytics/reporting-experience-iias-environments .

Dynamics 365 Customer Service Features

Dynamics 365 Customer Service includes case management capabilities and knowledge management options. It also provides features for a variety of customer service scenarios, such as Omnichannel for Customer Service, Omnichannel Supervisor Experiences, and Dynamics 365 Customer Voice use cases. These features enhance the support provided to customers and offer additional reporting and visualization options https://learn.microsoft.com/en-us/training/modules/examine-reporting-apps/1-introduction .

Mobile and Tablet Access

Dynamics 365 for Customer Engagement for tablets and phones allows users to access their Dynamics 365 instance on the go. The app processes and stores information such as user credentials and data processed in Dynamics 365 for Customer Engagement. It also supports location-based services and features, which can be used for location data visualization https://learn.microsoft.com/en-us/dynamics365/mobile-app/set-up-dynamics-365-for-phones-and-dynamics-365-for-tablets .

For more information on these topics, you can refer to the following resources: - Embedded BI in Dynamics 365 - Power BI Integration - Document Reporting Service - Dynamics 365 Customer Service Features - Dynamics 365 for Tablets and Phones

Please note that the URLs provided are for additional information and are part of the study material.

Describe Dynamics 365 Customer Service (20–25%)

Describe Customer Service capabilities and related apps

Describe Use Cases for Agent Productivity Tools

Agent productivity tools are designed to enhance the efficiency and effectiveness of customer service agents. These tools are integrated into customer service platforms to streamline various tasks and provide a more cohesive experience for both agents and customers. Below are some use cases for agent productivity tools:

1. Case Management: Agents can enter and track customer issues by creating case records, ensuring that every customer interaction is logged and managed appropriately. This helps in maintaining a clear history of customer interactions and resolutions https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-customer-service/2-describe-use-cases-dynamics-365-customer-service .

2. Knowledge Base Application: By applying a knowledge base, agents have a platform to share and access information that can help resolve customer issues more quickly and consistently https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-customer-service/2-describe-use-cases-dynamics-365-customer-service .

3. Multi-Session Capabilities: Agents can manage issues for multiple customers at one time, which is crucial for handling high volumes of customer inquiries without compromising service quality https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-customer-service/2-describe-use-cases-dynamics-365-customer-service .

4. Intelligent Routing: Issues can be routed to the most qualified agent through intelligent routing, ensuring that customers are matched with agents who have the right expertise to resolve their specific issues https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-customer-service/2-describe-use-cases-dynamics-365-customer-service .

5. Service Level Agreements (SLAs): Agents can create and track service levels through SLAs, which helps in maintaining the promised quality of service and response times to customers https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-customer-service/2-describe-use-cases-dynamics-365-customer-service .

6. Entitlements: Service terms can be defined through entitlements, which specify the level of service a customer is entitled to based on their relationship or agreements with the company https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-customer-service/2-describe-use-cases-dynamics-365-customer-service .

7. Performance Management: Agents’ performance and productivity can be managed through reports and dashboards, providing insights into areas of improvement and success https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-customer-service/2-describe-use-cases-dynamics-365-customer-service .

8. Service Scheduling: Agents can create and schedule services for customers, ensuring that resources are allocated efficiently and customer needs are met in a timely manner https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-customer-service/2-describe-use-cases-dynamics-365-customer-service .

9. Agent Scripts: Providing agent guidance with scripts can help in standardizing responses and ensuring that agents are equipped with the right information to assist customers https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-customer-service/2-describe-use-cases-dynamics-365-customer-service .

10. Omnichannel Communication: Agents can manage conversations across various channels, including email, chat, and phone, providing a seamless experience for customers regardless of how they choose to engage https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-customer-service/2-describe-use-cases-dynamics-365-customer-service https://learn.microsoft.com/en-us/training/modules/examine-reporting-apps/3-describe-omnichannel-customer-service .

11. Real-Time AI-Powered Features: Features such as live call transcription, sentiment analysis, and AI-based suggestions can boost agent productivity by providing real-time assistance during customer interactions https://learn.microsoft.com/en-us/training/modules/examine-reporting-apps/3-describe-omnichannel-customer-service .

12. Enhanced Email Capabilities: Agents can use a rich text experience for composing emails, preview email templates, and manage multiple file attachments, which simplifies the process of communicating with customers via email https://learn.microsoft.com/en-us/dynamics365/customerengagement/on-premises/whats-new .

For additional information on these tools and their capabilities, you can refer to the following resources: - Dynamics 365 Customer Service - Omnichannel for Customer Service - Use email in Customer Service

These use cases demonstrate how agent productivity tools can significantly improve the efficiency of customer service operations, leading to higher customer satisfaction and better business outcomes.

Describe Dynamics 365 Customer Service (20–25%)

Describe Customer Service capabilities and related apps

Omnichannel Supervisor Experience

The Omnichannel Supervisor experience in Dynamics 365 Customer Service is designed to provide supervisors with comprehensive insights into the performance and operations of their contact centers. This experience is facilitated through the use of Omnichannel Insights, which is a key component of the Omnichannel for Customer Service offering.

Omnichannel Insights Dashboard: This dashboard is a central feature for supervisors, providing them with near real-time data on various aspects of the contact center’s performance. It allows supervisors to monitor metrics such as channel performance, average call resolution times, and customer satisfaction rates https://learn.microsoft.com/en-us/training/modules/examine-reporting-apps/4-describe-omnichannel-supervisor-experiences .

Omnichannel Sentiment Analysis Dashboard: Another critical aspect of the Omnichannel Supervisor experience is the Sentiment Analysis dashboard. This tool analyzes customer interactions to gauge the sentiment behind customer communications. It helps supervisors understand the emotional tone of interactions and can be instrumental in identifying areas for improvement in customer service https://learn.microsoft.com/en-us/training/modules/examine-reporting-apps/4-describe-omnichannel-supervisor-experiences .

The Omnichannel Supervisor experience is designed to empower supervisors with the tools and information they need to make informed decisions, improve operational efficiency, and enhance customer satisfaction. By leveraging these dashboards, supervisors can gain a deeper understanding of their contact center dynamics and drive continuous improvement in customer service delivery.

For additional information on the Omnichannel Supervisor experience, you can refer to the following URL: Omnichannel for Customer Service https://learn.microsoft.com/en-us/training/modules/examine-reporting-apps/3-describe-omnichannel-customer-service .

Please note that the URL provided is for reference purposes and is part of the study materials related to Dynamics 365 Customer Service.

Describe Dynamics 365 Field Service (15–20%)

Explore Field Service

Field Service is a critical component of customer service and operations for organizations that manage a mobile workforce tasked with delivering services offsite. Here are some use cases for Field Service, which can be integrated with other applications like Dynamics 365 Remote Assist to enhance its capabilities:

Remote Assistance and Collaboration

Technicians in the field can use Dynamics 365 Field Service mobile to launch the Dynamics 365 Remote Assist mobile app on iOS and Android devices. This integration allows them to make calls to remote collaborators, which is particularly useful when on-site technicians require expert guidance to resolve complex issues. The call history, including details such as time, date, duration, and the remote collaborator’s name, can be posted to their Dynamics 365 Field Service work order at the end of the call. This ensures that all relevant information is captured and stored for future reference https://learn.microsoft.com/en-us/dynamics365/mixed-reality/remote-assist/mobile-app/fs-integration .

Service Taxation Based on Delivery Address

When creating a Sales Order, it may be necessary to consider the delivery address for correct service taxation, rather than using the default address. The Service code on the delivery address field allows users to enter the delivery address to ensure accurate taxation https://learn.microsoft.com/en-us/dynamics365/finance/localizations/brazil/latam-bra-service-electronic-fiscal-document .

Case Management for Efficient Resolutions

Field Service can be used to plan, track, and analyze cases, which helps in developing efficient resolutions that can be applied to similar issues in the future. Customer service representatives and Human Resources generalists, for example, can create cases and find information in knowledge articles to work more efficiently. This use case demonstrates how Field Service can be leveraged to improve the resolution process for various situations within an organization https://learn.microsoft.com/en-us/dynamics365/supply-chain/../fin-ops-core/dev-itpro/organization-administration/cases .

Automation and Escalation Procedures

Commands such as a reset command can be sent to devices from Connected Field Service using automation software. If a device cannot be interacted with remotely, the alert can be escalated into a case and/or a work order in Field Service. This allows for a structured response to device issues and ensures that they are addressed promptly and effectively https://learn.microsoft.com/en-us/training/modules/describe-scheduling-process/5-describe-connected-field-service-dynamics-365 .

Integration with Dynamics 365 Remote Assist

For detailed guidance on setting up Dynamics 365 Field Service integration with Dynamics 365 Remote Assist, users can refer to the official documentation. This integration enables firstline workers to call an expert in the context of a Field Service booking, which can be crucial for resolving issues that require specialized knowledge https://learn.microsoft.com/en-us/dynamics365/mixed-reality/remote-assist/faq-deploy .

For additional information on setting up and integrating Dynamics 365 Field Service with Dynamics 365 Remote Assist, please visit the following URL: Integrate Dynamics 365 Field Service with Dynamics 365 Remote Assist https://learn.microsoft.com/en-us/dynamics365/mixed-reality/remote-assist/faq-deploy .

Describe Dynamics 365 Field Service (15–20%)

Explore Field Service

Work Order Lifecycle in Dynamics 365 Field Service

The work order lifecycle in Dynamics 365 Field Service is a sequence of stages that a work order goes through from creation to completion. This lifecycle enables organizations to manage and track the progress of work orders efficiently. Below is a detailed explanation of the work order lifecycle:

1. Creation: A work order is generated to represent a task or job that needs to be scheduled or assigned. This can be done manually, automatically from a sales opportunity, as an escalation from a case, through customer requests from a portal, based on a service agreement, or from an IoT device event https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-field-service/4-describe-work-order-lifecycle .

2. Scheduling: Once a work order is created, it needs to be scheduled. This involves assigning a technician and setting a timeframe for the work to be performed. The scheduling can be done manually or through automated tools within Dynamics 365 Field Service https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-field-service/1-introduction .

3. Dispatching: After scheduling, the work order is dispatched to the assigned technician. The technician receives all the necessary information, including the type of work, location, and any required products or services https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-field-service/1-introduction .

4. Execution: The technician executes the work order by performing the tasks or delivering the services required. During this stage, the technician may use the Dynamics 365 Field Service mobile application to update the work order status, access customer information, and capture photos or notes related to the job https://learn.microsoft.com/en-us/dynamics365/finance/../supply-chain/asset-management/asset-management-mobile-workspace https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-field-service/1-introduction .

5. Review and Approval: Upon completion of the work, the work order is reviewed and, if necessary, approved by a supervisor or manager. This ensures that the work meets the required standards and that the customer’s needs have been adequately addressed https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-field-service/1-introduction .

6. Completion: The final stage of the lifecycle is the completion of the work order. This involves updating the work order status to reflect that the work has been finished and any follow-up actions have been taken. The completed work order provides a record of the service provided and can be used for billing and reporting purposes https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-field-service/1-introduction .

7. Cancellation (if applicable): If the work cannot be completed as planned, the work order may be canceled. The status of the work order is updated to indicate that the work was not completed and the reasons for cancellation are documented https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-field-service/4-describe-work-order-lifecycle .

For additional information on the work order lifecycle in Dynamics 365 Field Service, you can refer to the following resources:

• Dynamics 365 Field Service overview: Dynamics 365 Field Service documentation
• Work order management: Manage work orders in Dynamics 365 Field Service

Please note that the URLs provided are for reference purposes and are part of the study materials to enhance understanding of the work order lifecycle within Dynamics 365 Field Service.

Describe Dynamics 365 Field Service (15–20%)

Explore Field Service

Describe Inspections in Field Service

Inspections in Dynamics 365 Field Service are comprehensive tools designed to facilitate various types of assessments, audits, and checks that are carried out before, during, or after a work order is executed. These inspections are critical for ensuring that service tasks are completed according to specific standards and protocols, which may include safety checks, functionality tests, and customer interviews.

Key Features of Inspections:

• Variety of Question Formats: Inspections can include a wide range of question types, such as multi-option selections, mandatory fields, and the ability to attach images or other files https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-field-service/5-describe-inspections-dynamics-365-field-service .
• Validation Options: To ensure the accuracy and completeness of the inspection, various validation options are available. These can be used to enforce the collection of necessary information during the inspection process https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-field-service/5-describe-inspections-dynamics-365-field-service .
• Integration with Work Orders: Inspections are seamlessly integrated with work orders, allowing technicians to document their findings directly within the context of the service task they are performing .
• Digital Forms: Technicians use digital forms to record inspection results, which streamlines the process and reduces the need for paper-based checklists https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-field-service/5-describe-inspections-dynamics-365-field-service .
• Continuous Updates: Administrators have the capability to update and publish new inspections to reflect changing processes or business needs, ensuring that the inspection forms remain relevant and up-to-date https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-field-service/5-describe-inspections-dynamics-365-field-service .

Benefits of Using Inspections:

• Enhanced Documentation: Technicians can take and upload photos, add comments, and attach files during the inspection, providing a detailed record of the service performed .
• Improved Efficiency: Digital inspections reduce the time spent on paperwork and allow for quicker completion of service tasks https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-field-service/5-describe-inspections-dynamics-365-field-service .
• Better Decision Making: With comprehensive data collected from inspections, businesses can make informed decisions regarding asset maintenance, service quality, and customer satisfaction https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-field-service/1-introduction .

Additional Information:

For more details on how to utilize inspections within Dynamics 365 Field Service, you can refer to the following resources:

• Learn more about Dynamics 365 Guides and how they can enhance the calling experience: Dynamics 365 Guides
• Try out Dynamics 365 Guides for an improved service experience: Try Guides
• Understand how to set up Dynamics 365 integration for Field Service: Dynamics 365 Integration Setup

By incorporating inspections into the field service workflow, organizations can ensure that their service delivery is consistent, efficient, and up to the standards required by their industry and customers.

Describe Dynamics 365 Field Service (15–20%)

Explore Field Service

Describe the Field Service Mobile App

The Dynamics 365 Field Service mobile app is designed to enhance the productivity of field technicians by providing them with the tools and information they need while on the go. It allows technicians to access customer data, manage work orders, and capture signatures and photos directly from their mobile devices. The app ensures that field service operations are efficient, with real-time communication and access to essential information, even when technicians are offline.

Key Features:

• Work Order Management: Technicians can view and manage their work orders, access detailed job information, and update the status of tasks as they progress https://learn.microsoft.com/dynamics365/field-service/remote-assist-hololens .

• Customer Data Access: The app provides access to customer information, including service history, asset details, and contact information, enabling technicians to deliver personalized service .

• Offline Capabilities: Technicians can continue to use the app even without an internet connection, with data automatically syncing once connectivity is restored .

• Multimedia Support: The app allows technicians to capture and upload photos and videos, as well as collect customer signatures directly on their device .

• Integration with Dynamics 365 Guides: For a more immersive experience, the app can be used in conjunction with Dynamics 365 Guides to provide step-by-step instructions and 3D visualizations for complex tasks https://learn.microsoft.com/en-us/dynamics365/mixed-reality/guides/admin-connect-field-service-mobile .

• Remote Assist Integration: Technicians can collaborate with remote experts in real-time using Dynamics 365 Remote Assist, enhancing problem-solving and reducing the need for follow-up visits https://learn.microsoft.com/dynamics365/field-service/remote-assist-hololens .

Installation and Setup:

To use the Field Service mobile app, users must have an active Dynamics 365 Field Service subscription and the app installed on their mobile device. The latest version of the app should be installed to ensure access to the newest features and updates https://learn.microsoft.com/dynamics365/field-service/remote-assist-hololens .

Additional Resources:

For more information on the Dynamics 365 Field Service mobile app, including user guides and installation instructions, please refer to the following URLs:

• Dynamics 365 Field Service mobile app overview: Field Service mobile app https://learn.microsoft.com/en-us/dynamics365/mixed-reality/guides/admin-connect-field-service-mobile .
• Installation guide for the Dynamics 365 Field Service mobile app: Install Field Service mobile app https://learn.microsoft.com/dynamics365/field-service/remote-assist-hololens .
• User guide for the Dynamics 365 Field Service mobile app: Field Service mobile app user guide https://learn.microsoft.com/en-us/dynamics365/mobile-app/overview .

By leveraging the capabilities of the Dynamics 365 Field Service mobile app, field technicians can deliver efficient and effective service, driving customer satisfaction and operational success.

Describe Dynamics 365 Field Service (15–20%)

Explore Field Service

Describe Use Cases of Copilot in Field Service

Microsoft Dynamics 365 Field Service Copilot is designed to streamline and enhance the process of work order management. Here are some of the key use cases of Copilot in Field Service:

1. Simplified Work Order Creation: Copilot simplifies the creation of work orders by analyzing incoming emails through the Dynamics 365 Field Service app for Outlook. It automatically extracts relevant information such as the sender’s details, the customer’s request, and other configured Field Service data to suggest a draft for the work order record https://learn.microsoft.com/en-us/training/modules/navigate-dynamics-customer-engagement-apps/6-describe-copilot-dynamics-365-customer-engagement-apps .

2. Efficiency in Data Entry: By providing suggestions for work order records, Copilot reduces the time required to enter work orders into the system. Users have the option to accept the suggested draft or modify it before creating the work order, thus ensuring flexibility and efficiency in the process https://learn.microsoft.com/en-us/training/modules/navigate-dynamics-customer-engagement-apps/6-describe-copilot-dynamics-365-customer-engagement-apps .

3. Contextual Assistance: Copilot offers a conversational guide that helps users by responding to their natural language queries. It identifies relevant content in the documentation and composes targeted responses, making it easier for users to navigate through the Field Service application and find the information they need https://learn.microsoft.com/en-us/dynamics365/finance/../fin-ops-core/fin-ops/get-started/help-overview .

For additional information on Copilot in Field Service, you can refer to the following resources: - Dynamics 365 Field Service app for Outlook: Dynamics 365 Field Service - Microsoft Copilot for finance and operations apps (Preview): Microsoft Copilot for finance and operations apps

Please note that the URLs provided are for reference purposes to supplement the study guide content.

Describe Dynamics 365 Field Service (15–20%)

Describe capabilities related to Field Service

Describe Resource and Scheduling Processes

Resource and scheduling processes are critical components in production control and planning optimization. These processes involve several key steps and considerations to ensure efficient and effective production scheduling.

Resource Definition and Capabilities

• Capabilities: A capability represents the ability of an operations resource to perform a specific activity. The scheduling engine uses capabilities to match the requirements of each activity with the available operations resources https://learn.microsoft.com/en-us/dynamics365/supply-chain/production-control/tasks/create-operations-resource .
• Proficiency Levels: Each resource can be assigned a proficiency level, indicating how well it can perform a given capability .
• Priority: Resources are also assigned a priority level, which is used during scheduling to determine the order in which resources are allocated. A lower numeric value indicates a higher priority https://learn.microsoft.com/en-us/dynamics365/supply-chain/production-control/tasks/create-operations-resource .

Scheduling with Infinite Capacity

• Infinite Capacity Scheduling: This feature allows job scheduling based on route information, considering both simple routes and complex route networks https://learn.microsoft.com/en-us/dynamics365/supply-chain/master-planning/planning-optimization/infinite-capacity-planning .
• Parallel Operations: The system supports parallel operations within routes, allowing for primary and secondary operations to be defined and considered during scheduling https://learn.microsoft.com/en-us/dynamics365/supply-chain/master-planning/planning-optimization/infinite-capacity-planning .
• Resource Requirements: The scheduling process takes into account the resource requirements specified for an operation, including resource type, resource, resource group, and capability https://learn.microsoft.com/en-us/dynamics365/supply-chain/master-planning/planning-optimization/infinite-capacity-planning .
• Operational Properties: Setup time and run time are operational properties that the scheduling process incorporates to create appropriate jobs https://learn.microsoft.com/en-us/dynamics365/supply-chain/master-planning/planning-optimization/infinite-capacity-planning .

Pre-Scheduling Setup

• Working Time Templates and Calendars: Define the times and days available for production scheduling https://learn.microsoft.com/en-us/dynamics365/supply-chain/production-control/production-set-up-requirements .
• Resource Groups: Group operations resources for an overview of free capacity during scheduling https://learn.microsoft.com/en-us/dynamics365/supply-chain/production-control/production-set-up-requirements .
• Operations Resources: Define the resources used in the production process and plan for capacity https://learn.microsoft.com/en-us/dynamics365/supply-chain/production-control/production-set-up-requirements .

Job Scheduling Process

• Splitting Operations: Operations are split into jobs, which are then scheduled based on the availability of the specified resources https://learn.microsoft.com/en-us/dynamics365/supply-chain/production-control/job-scheduling .
• Calculating Timings: The system calculates start and end times for each job, considering finite capacity to prevent overlapping https://learn.microsoft.com/en-us/dynamics365/supply-chain/production-control/job-scheduling .
• Resource Selection: Resources or resource groups are selected based on the shortest lead time and previous reservations https://learn.microsoft.com/en-us/dynamics365/supply-chain/production-control/job-scheduling .

Scheduling Engine and Resource Selection

• Primary Resource Selection: The scheduling engine can select resources based on duration (shortest lead time) or priority (highest priority resource with identical capabilities) https://learn.microsoft.com/en-us/dynamics365/supply-chain/production-control/job-scheduling .
• Capacity Control: The capacity of resources is controlled using calendar settings, and the system calculates loads for resources during the scheduling process https://learn.microsoft.com/en-us/dynamics365/supply-chain/production-control/job-scheduling .

For more detailed information on scheduling with resource selection based on capability, you can refer to the following URL: Scheduling with resource selection based on capability https://learn.microsoft.com/en-us/dynamics365/supply-chain/master-planning/planning-optimization/infinite-capacity-planning .

Please note that the information provided here is based on the documents retrieved and is intended for educational purposes in the context of production control and planning optimization.

Describe Dynamics 365 Field Service (15–20%)

Describe capabilities related to Field Service

Asset Management in Dynamics 365 Supply Chain Management is an advanced module designed for the efficient management and servicing of various types of equipment within a company, such as machines, production equipment, and vehicles. It integrates with several other finance and operations applications, providing a seamless experience for managing assets and maintenance jobs. Asset Management is applicable across a wide range of industries, offering solutions tailored to the specific needs of each sector https://learn.microsoft.com/en-us/dynamics365/supply-chain/supply-chain-management-welcome .

Customer assets in Dynamics 365 Field Service represent specific pieces of equipment owned by customers and located at their sites. These assets can range from large manufacturing equipment to smaller devices like appliances or technology products. The customer asset record serves several purposes:

• It records and maintains detailed information about the equipment.
• It creates a historical log of all work orders related to the equipment.
• It allows for the association of the asset with IoT-enabled devices for remote interaction.

Customer assets can be manually created or automatically generated. For instance, a product stored in a warehouse can be delivered to a customer and then converted into a customer asset, which can subsequently have work orders associated with it. This conversion process ensures that a comprehensive service history is maintained for each asset https://learn.microsoft.com/en-us/training/modules/describe-scheduling-process/4-describe-asset-management-customer-assets .

The integration of Fixed assets with Accounts receivable in Dynamics 365 involves the use of posting profiles set up in Fixed assets. These profiles come into play when a fixed asset is selected for a customer invoice on the Free text invoice page, as fixed assets are not part of Inventory management https://learn.microsoft.com/en-us/dynamics365/finance/fixed-assets/fixed-asset-integration .

Dynamics 365 Field Service provides organizations with the capability to maintain a catalog of customer assets, enabling them to inspect, maintain, and repair equipment as needed. This catalog offers visibility into the maintenance and repair history of the equipment and allows for the efficient creation of new work orders. The asset management capabilities of Dynamics 365 Field Service include:

• Viewing all assets associated with a specific customer.
• Identifying the location of an asset.
• Opening work orders and tracking them against a customer asset.
• Noting any sub-assets associated with a primary asset.
• Remotely monitoring and interacting with IoT-enabled assets, especially when combined with Connected Field Service https://learn.microsoft.com/en-us/training/modules/describe-scheduling-process/4-describe-asset-management-customer-assets .

For additional information on Asset Management and Customer Assets in Dynamics 365, you can refer to the following URLs:

• Asset Management overview in Dynamics 365 Supply Chain Management: https://learn.microsoft.com/en-us/dynamics365/supply-chain/asset-management/overview https://learn.microsoft.com/en-us/dynamics365/supply-chain/supply-chain-management-welcome .
• Customer assets in Dynamics 365 Field Service: https://learn.microsoft.com/en-us/dynamics365/field-service/customer-assets https://learn.microsoft.com/en-us/training/modules/describe-scheduling-process/4-describe-asset-management-customer-assets .

Please note that these URLs are included for additional context and should be accessed for more detailed information on the respective topics.

Describe Dynamics 365 Field Service (15–20%)

Describe capabilities related to Field Service

Connected Field Service for Dynamics 365

Connected Field Service for Dynamics 365 is an extension of the Dynamics 365 Field Service application that enables organizations to transform the way they provide service by leveraging the Internet of Things (IoT). It allows for a proactive service model, where the health and status of equipment can be monitored remotely, and service can be initiated before a customer is even aware an issue exists.

Key Features of Connected Field Service:

• IoT Integration: Connected Field Service integrates with IoT devices to provide real-time data on the status and performance of customer assets. This integration allows for the monitoring of connected devices and the ability to respond proactively to service needs https://learn.microsoft.com/en-us/training/modules/describe-scheduling-process/5-describe-connected-field-service-dynamics-365 .

• Asset Management: The solution includes asset management capabilities that help organizations keep track of customer assets and their conditions. It uses entities stored in Microsoft Dataverse, such as the Customer Asset entity, which is also used in Dynamics 365 Field Service https://learn.microsoft.com/en-us/dynamics365/mixed-reality/remote-assist/asset-capture-overview .

• Registration Status: A specific property within the Connected Field Service solution is the Registration Status, which indicates whether all devices connected to an asset are registered with the IoT hub. This is crucial for ensuring that assets are properly monitored and managed https://learn.microsoft.com/en-us/dynamics365/mixed-reality/remote-assist/msdyn_customerasset .

• Proactive Service: By combining Dynamics 365 Field Service with IoT capabilities, organizations can proactively service connected assets. This might include sending remote commands or automatically generating work orders when certain conditions are met https://learn.microsoft.com/en-us/training/modules/describe-scheduling-process/5-describe-connected-field-service-dynamics-365 .

• Scheduling Capabilities: Dispatchers can use the scheduling capabilities of Dynamics 365 Field Service to identify qualified resources with availability to perform services on the connected assets, ensuring timely and efficient service delivery https://learn.microsoft.com/en-us/training/modules/describe-scheduling-process/1-introduction .

Additional Resources:

For more information on the Customer Asset entity and its role in asset management within Dynamics 365 Field Service and Connected Field Service, you can visit the following URL: msdyn_customerasset EntityType https://learn.microsoft.com/en-us/dynamics365/mixed-reality/remote-assist/asset-capture-overview .

Connected Field Service for Dynamics 365 enables organizations to shift from a reactive to a proactive and predictive service model, enhancing customer satisfaction and optimizing resource utilization. By harnessing the power of IoT, businesses can not only monitor the health of their assets but also anticipate service needs, leading to improved operational efficiency and reduced downtime.

Explore the core capabilities of customer engagement apps in Dynamics 365 (15–20%)

Describe the foundations of customer engagement apps

Describe Customer Engagement Apps

Dynamics 365 Customer Engagement Apps are a suite of business applications designed to help organizations effectively engage with their customers. These applications are built on the Power Platform and aim to transform customer interactions into meaningful relationships by providing tools that cater to various aspects of customer engagement.

Key Features:

• Sales and Customer Insights: These applications assist in identifying sales prospects and nurturing them into long-lasting relationships by providing insights into customer behaviors and preferences https://learn.microsoft.com/en-us/training/modules/navigate-dynamics-customer-engagement-apps/1-introduction .

• Service Applications: Dynamics 365 includes service-focused applications that support organizations in servicing their customers through different channels, such as call centers, service centers, or field service operations https://learn.microsoft.com/en-us/training/modules/navigate-dynamics-customer-engagement-apps/1-introduction .

• Marketing Capabilities: The platform helps improve marketing efforts, driving sales, and providing excellent customer service, which is crucial for maintaining and expanding customer relationships https://learn.microsoft.com/en-us/dynamics365/customerengagement/on-premises/overview .

• Common Features: Dynamics 365 Customer Engagement apps share many features with Dynamics 365 Sales, Customer Service, Marketing, Power Apps, and Microsoft Dataverse, ensuring a cohesive experience across different applications https://learn.microsoft.com/en-us/dynamics365/customerengagement/on-premises/overview .

• Integration with SharePoint and Microsoft Teams: Document management is streamlined with SharePoint integration, allowing for the management of common document types and folders within the customer engagement apps. Microsoft Teams integration enables co-authoring of documents and automatic syncing with SharePoint https://learn.microsoft.com/en-us/dynamics365/teams-integration/teams-doc-management .

• Model-Driven App Design: For online customers, these apps run on Microsoft Dataverse and utilize Power Apps model-driven app design, which is a framework for quickly creating high-value, enterprise-grade apps https://learn.microsoft.com/en-us/dynamics365/customerengagement/on-premises/overview .

Integration Options:

• Dynamics 365 Customer Engagement apps offer various integration options that allow for seamless operation with other business tools and platforms, enhancing productivity and collaboration https://learn.microsoft.com/en-us/training/modules/examine-common-activities-integration-options/1-introduction .

Learning Resources:

• For a comprehensive understanding of navigating the system, entering data, and using dashboards, charts, and reports effectively, refer to the Dynamics 365 Customer Engagement (on-premises) basics guide https://learn.microsoft.com/en-us/dynamics365/customerengagement/on-premises/basics/basics-guide .

• To explore the new features available with the latest update of Dynamics 365 Customer Engagement (on-premises), you can visit the following URL: New features in Dynamics 365 Customer Engagement (on-premises), version 9.x https://learn.microsoft.com/en-us/dynamics365/customerengagement/on-premises/overview .

• For detailed information on permissions required for document management tasks within Dynamics 365 and SharePoint, please refer to: Permissions required for document management tasks https://learn.microsoft.com/en-us/dynamics365/teams-integration/teams-doc-management .

• To learn more about model-driven apps in Power Apps, which are part of the online customer engagement apps, visit: What are model-driven apps? https://learn.microsoft.com/en-us/dynamics365/customerengagement/on-premises/overview .

By utilizing these resources and understanding the capabilities of Dynamics 365 Customer Engagement apps, organizations can enhance their customer engagement strategies and drive business success.

Explore the core capabilities of customer engagement apps in Dynamics 365 (15–20%)

Describe the foundations of customer engagement apps

Microsoft Power Platform and Customer Engagement Apps

The Microsoft Power Platform plays a significant role in enhancing customer engagement through its integration with Dynamics 365 Customer Engagement apps. The Power Platform is a foundational technology that underpins these apps, providing a comprehensive suite of tools designed to streamline business processes, analyze data, and ultimately foster deeper customer relationships.

Integration with Dynamics 365 Customer Engagement Apps

Dynamics 365 Customer Engagement apps are built on the Power Platform, leveraging its capabilities to create a more connected and efficient environment for customer relationship management (CRM). These apps include Dynamics 365 Sales, Customer Service, Marketing, and more, each tailored to specific aspects of customer engagement https://learn.microsoft.com/en-us/training/modules/navigate-dynamics-customer-engagement-apps/8-knowledge-check .

Microsoft Dataverse

At the core of this integration is Microsoft Dataverse, a cloud-based storage system that allows users to securely store and manage data used by business applications. Dataverse standardizes data through common data models and provides a scalable platform that enables apps within the Power Platform and Dynamics 365 to interoperate seamlessly https://learn.microsoft.com/en-us/training/modules/navigate-dynamics-customer-engagement-apps/1-introduction .

Features of Customer Engagement Apps

Dynamics 365’s customer engagement applications are customer-focused business applications that help organizations engage with their customers effectively. They support various functions such as sales, customer service, and field service, ensuring that businesses have the necessary tools to engage customers across all business aspects https://learn.microsoft.com/en-us/training/modules/navigate-dynamics-customer-engagement-apps/1-introduction .

Copilot in Dynamics 365 Customer Engagement Apps

The introduction of Copilot in Dynamics 365 customer engagement apps brings AI-powered assistance to the forefront. Copilot is designed to help users resolve issues faster, handle cases more efficiently, and automate time-consuming tasks, thereby enhancing the overall customer engagement experience https://learn.microsoft.com/en-us/training/modules/navigate-dynamics-customer-engagement-apps/8-knowledge-check .

Accessing Applications

There are multiple options for accessing these applications, ensuring flexibility and convenience for users. This accessibility is crucial for businesses that need to manage customer interactions and data across different platforms and devices https://learn.microsoft.com/en-us/training/modules/navigate-dynamics-customer-engagement-apps/1-introduction .

Additional Resources

For more information on the important changes and deprecations in Power Apps, Power Automate, and customer engagement apps, you can refer to the following URL: Important changes (deprecations) coming in Power Apps, Power Automate, and customer engagement apps https://learn.microsoft.com/en-us/dynamics365/sales/../fin-ops-core/fin-ops/get-started/removed-deprecated-features-home-page .

In summary, the Microsoft Power Platform enhances Dynamics 365 Customer Engagement apps by providing a robust framework for data management, analysis, and business process automation. It is a key enabler for businesses looking to improve their customer engagement strategies and build lasting customer relationships.

Explore the core capabilities of customer engagement apps in Dynamics 365 (15–20%)

Describe the foundations of customer engagement apps

Microsoft Dataverse as the Foundation for Customer Engagement Apps

Microsoft Dataverse is a cloud-based storage platform that serves as the underlying data framework for Dynamics 365 customer engagement apps. It provides a unified and scalable data service that enables these apps to interoperate seamlessly. Here’s a detailed explanation of how Microsoft Dataverse supports customer engagement applications:

• Unified Data Model: Dataverse uses a common data model that standardizes data across apps and deployments. This means that customer engagement apps like Dynamics 365 Sales, Customer Service, and Marketing can use the same data structure, making it easier to build and extend applications https://learn.microsoft.com/en-us/training/modules/navigate-dynamics-customer-engagement-apps/1-introduction .

• Data Integration: With Dataverse, data from various sources can be integrated and stored in a centralized location. This integration allows for consistent data across different customer engagement applications, which is essential for providing a unified customer experience https://learn.microsoft.com/en-us/training/modules/navigate-dynamics-customer-engagement-apps/1-introduction .

• Security and Access Control: Dataverse includes robust security features, such as access controls and security roles, which ensure that sensitive data is protected and only accessible by authorized users. This is particularly important for customer engagement apps where data privacy and protection are paramount https://learn.microsoft.com/en-us/dynamics365/mobile-app/set-up-dynamics-365-for-phones-and-dynamics-365-for-tablets .

• Rich Metadata: Dataverse provides rich metadata that describes the data structure, which can be used by customer engagement apps to understand the data they are working with. This metadata includes information about the relationships between different pieces of data, which is crucial for complex customer interactions https://learn.microsoft.com/en-us/training/modules/navigate-dynamics-customer-engagement-apps/1-introduction .

• Extensibility: The platform is designed to be extensible, allowing developers to create custom entities and fields that cater to specific business needs. This flexibility ensures that customer engagement apps can evolve with the changing requirements of a business https://learn.microsoft.com/en-us/training/modules/navigate-dynamics-customer-engagement-apps/1-introduction .

• Productivity Tools Integration: Dataverse is integrated with Microsoft productivity tools like Power BI, Power Apps, and Power Automate. This integration enables businesses to create custom workflows, reports, and apps that leverage their customer engagement data https://learn.microsoft.com/en-us/training/modules/navigate-dynamics-customer-engagement-apps/1-introduction .

• Real-time Processing: Dataverse supports real-time processing, which is essential for customer engagement apps that require immediate responses and actions based on customer interactions. This capability ensures that customer data is always up-to-date and actionable https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-dataverse-trigger .

For more information on Microsoft Dataverse and its role in customer engagement apps, you can refer to the following resources: - Microsoft Dataverse Overview https://learn.microsoft.com/en-us/dynamics365/customerengagement/on-premises/overview - What are model-driven apps? https://learn.microsoft.com/en-us/dynamics365/customerengagement/on-premises/overview - Dynamics 365 Customer Insights FAQs https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-dataverse-trigger

By leveraging Microsoft Dataverse, businesses can ensure that their customer engagement apps are built on a secure, scalable, and flexible platform that enables them to deliver personalized and effective customer experiences.

Explore the core capabilities of customer engagement apps in Dynamics 365 (15–20%)

Describe the foundations of customer engagement apps

Navigating to and Within Customer Engagement Apps

When using Dynamics 365 Customer Engagement apps, it is essential to understand how to navigate both to and within the applications to effectively manage customer interactions. The Dynamics 365 suite includes various customer-focused business applications that are designed to help organizations engage with their customers more efficiently. These applications cover a range of functionalities, from sales and customer insights to service-focused applications for call centers, service centers, or field service operations https://learn.microsoft.com/en-us/training/modules/navigate-dynamics-customer-engagement-apps/1-introduction .

Accessing Dynamics 365 Customer Engagement Apps

To begin using the Dynamics 365 Customer Engagement apps, you need to navigate to the appropriate URL for your organization’s deployment. For on-premises versions, Microsoft provides a basic guide that includes the essentials for navigating the system https://learn.microsoft.com/en-us/dynamics365/customerengagement/on-premises/basics/basics-guide .

URLs for Additional Information: - Basics of navigating Dynamics 365 Customer Engagement (on-premises): Find your way around Dynamics 365 Customer Engagement (on-premises)

Navigating Within the Apps

Once you have accessed the Dynamics 365 Customer Engagement apps, you will find a consistent user interface across the individual apps. This interface includes navigation elements such as dashboards, charts, and reports that are common to all the Dynamics 365 Customer Engagement apps https://learn.microsoft.com/en-us/training/modules/navigate-dynamics-customer-engagement-apps/1-introduction .

Key Navigation Elements:

• Dashboards: Provide a visual overview of key metrics and data relevant to customer engagement.
• Charts and Reports: Allow for detailed analysis of customer data and business performance.
• Records and Entities: Central to the apps, where you can enter and manage customer-related data.

Document Management and Microsoft Teams Integration

Document management with SharePoint is integrated into the customer engagement apps, allowing for the management of common document types and the creation of folders within the apps https://learn.microsoft.com/en-us/dynamics365/teams-integration/teams-doc-management . Additionally, with Microsoft Teams integration, users can co-author documents and sync them automatically to customer engagement apps using SharePoint https://learn.microsoft.com/en-us/dynamics365/teams-integration/teams-doc-management .

URLs for Additional Information: - Permissions required for document management tasks: Permissions required for document management tasks

Using the Power Platform with Dynamics 365

It’s important to note that Dynamics 365 Customer Engagement apps are built on the Power Platform, which provides additional tools and capabilities for customizing and extending the functionality of the customer engagement apps https://learn.microsoft.com/en-us/training/modules/navigate-dynamics-customer-engagement-apps/8-knowledge-check .

URLs for Additional Information: - Use model-driven apps in Power Apps: Use model-driven apps in Power Apps

By understanding these navigation principles and utilizing the available resources, users can effectively manage their customer engagement activities within Dynamics 365.

Explore the core capabilities of customer engagement apps in Dynamics 365 (15–20%)

Describe the foundations of customer engagement apps

Describe Copilot for Dynamics 365 CRM apps

Microsoft Sales Copilot is an innovative application designed to enhance the productivity of sellers by integrating with Microsoft 365 and Microsoft Teams. It automates the process of capturing, accessing, and registering data into any CRM system, thus eliminating the need for manual data entry. This integration allows sellers to focus more on selling activities rather than administrative tasks https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/8-describe-viva-sales .

Key features of Microsoft Sales Copilot include:

• Automatic Data Capture: Microsoft Sales Copilot automatically captures customer interactions from Microsoft 365, including emails and meetings, and registers this information into the CRM system. This feature saves time for sellers by reducing manual data entry https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/8-describe-viva-sales .

• Sales Intelligence: By enriching the CRM data set with customer engagement data from Microsoft 365 and leveraging the power of AI, Microsoft Sales Copilot provides sales intelligence to help sellers understand their customers better. This leads to faster deal closures https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/8-describe-viva-sales .

• Productivity Boost: The application is designed to boost seller productivity by providing actionable insights gathered from the CRM system and Microsoft Office. This helps sellers to be more effective in their engagements https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/8-describe-viva-sales .

• Enhanced Customer Engagement: In Microsoft Teams, Microsoft Sales Copilot offers recommendations and information to help sellers stay connected with customers, minimize data entry, and personalize engagements. It also provides transcribed call summaries with conversation intelligence and automatically generated follow-ups https://learn.microsoft.com/en-us/training/modules/leverage-sales-capabilities/8-describe-viva-sales .

• Enterprise-Ready AI: Copilot uses enterprise-ready AI technology powered by Azure OpenAI Service, which is prompted and optimized for business processes and data. It ensures security and privacy requirements are met for Dynamics 365 and Power Platform users https://learn.microsoft.com/en-us/power-platform/faqs-copilot-data-security-privacy .

• Contextual and Personalized Responses: The AI-generated responses by Copilot are contextual and relevant to the task at hand. It uses both a large language model (like GPT) and the organization’s business data to produce accurate and personalized results https://learn.microsoft.com/en-us/power-platform/faqs-copilot-data-security-privacy .

For additional information on Copilot for Dynamics 365 CRM apps, you can refer to the following resources:

• Azure OpenAI Service Overview https://learn.microsoft.com/en-us/power-platform/faqs-copilot-data-security-privacy
• Consent to use Copilot in Customer Insights – Data https://learn.microsoft.com/en-us/power-platform/admin/geographical-availability-copilot
• Copilot data movement across geographies for Dynamics 365 Sales https://learn.microsoft.com/en-us/power-platform/admin/geographical-availability-copilot
• Data sharing for Dynamics 365 Copilot and Power Platform Copilot AI Features https://learn.microsoft.com/en-us/power-platform/faqs-copilot-data-sharing
• Installation guide for Copilot in Microsoft Dynamics 365 Finance https://learn.microsoft.com/en-us/dynamics365/finance/accounts-receivable/collectionscoordinatorsummary

By leveraging these features, Microsoft Sales Copilot aims to lighten workloads, save time, and help sellers sell more effectively.

Explore the core capabilities of customer engagement apps in Dynamics 365 (15–20%)

Describe shared activities and integration options in customer engagement apps

Describe Customers and Activities

In the context of Dynamics 365, understanding customers and activities is crucial for effective customer engagement and marketing strategies. Dynamics 365 provides a comprehensive view of customers, allowing businesses to track customer interactions and gain insights into customer behavior.

Customers: In Dynamics 365, customers are central to the Customer Insights platform. The platform has evolved into Customer Insights - Journeys and Customer Insights - Data, which focus on providing a holistic view of the customer journey and data analytics https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/event-management-dashboard-outbound https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/event-management-dashboard . This enables businesses to create personalized experiences and engage with customers more effectively.

Activities: Activities in Dynamics 365 are used to send system updates and are processed by the Customer Insights - Journeys data plugin. These activities are integral to the Customer Insights - Journeys app and vary in number and frequency based on the usage patterns of the Dynamics 365 Customer Insights - Journeys implementation https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/recurring-activity-bulk-delete . After an activity is executed, it is stored in Microsoft Dataverse, contributing to the database’s growth over time https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/recurring-activity-bulk-delete .

For additional information on Dynamics 365 and its features, you can refer to the following resources:

• Dynamics 365 Customer Insights FAQs: https://learn.microsoft.com/en-us/dynamics365/marketing/ci-faq https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/event-management-dashboard-outbound https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/event-management-dashboard
• Event Management in Dynamics 365: This feature provides a dashboard for a broad overview of event-planning activities and results, which can be accessed by selecting the Event Management Dashboard from any dashboard page https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/event-management-dashboard-outbound https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/event-management-dashboard .
• Marketing Activity Entity: Details on how the Marketing Activity entity is used within Customer Insights - Journeys can be found in the Dynamics 365 documentation https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/recurring-activity-bulk-delete .
• Dynamics 365 Customer Engagement (on-premises): For a comprehensive guide on deployment, operation, and upgrade information, visit https://learn.microsoft.com/en-us/dynamics365/customerengagement/on-premises/deploy https://learn.microsoft.com/en-us/dynamics365/customerengagement/on-premises/deploy/deploy-and-operate-dynamics-365-on-premises .

By leveraging these resources, you can gain a deeper understanding of how to manage customer relationships and activities within Dynamics 365, which is essential for delivering personalized customer experiences and driving business success.

Explore the core capabilities of customer engagement apps in Dynamics 365 (15–20%)

Describe shared activities and integration options in customer engagement apps

Describe Search Options and Filter Criteria

When discussing search options and filter criteria within Dynamics 365 applications, it is important to understand the various functionalities and how they can be utilized to streamline data management and retrieval.

Search Options

Search options in Dynamics 365 applications allow users to quickly locate records by entering search terms that match data across various fields. For instance:

• In Dynamics 365 Human Resources, users can leverage the Advanced filter/sort dialog or the matches operator in the Filter pane or grid column header filters to refine their search https://learn.microsoft.com/en-us/dynamics365/finance/../fin-ops-core/fin-ops/get-started/advanced-filtering-query-options .
• The Search page in Dynamics 365 Fraud Protection enables users to find details about events based on specific filter values, such as an individual event ID or a set of criteria like an email address https://learn.microsoft.com/en-us/dynamics365/fraud-protection/search .
• Dynamics 365 customer engagement apps provide search criteria and filters to help manage customer interactions and activities effectively https://learn.microsoft.com/en-us/training/modules/examine-common-activities-integration-options/1-introduction .

Filter Criteria

Filtering, on the other hand, offers a more advanced and precise approach to control which records are displayed in lists, reports, or XMLports:

• Filtering can be applied to one or more fields individually, and it can include fields that are not visible on the page https://learn.microsoft.com/en-us/dynamics365/business-central/ui-enter-criteria-filters .
• Filters must exactly match the criteria, including the text’s case, unless special filter symbols are used https://learn.microsoft.com/en-us/dynamics365/business-central/ui-enter-criteria-filters .
• Users can specify filter criteria for specific accounts, customers, dates, amounts, and other data points to display only the records that match these criteria https://learn.microsoft.com/en-us/dynamics365/business-central/ui-enter-criteria-filters .

For example, in Dynamics 365 Sales and Marketing, users can define search criteria for customer, prospect, and product search by navigating to Sales and marketing > Setup > Search > Search criteria. Here, users can filter the page by using product search criteria such as Product name, Item number, Display product number, Configuration, Color, Size, Style, and Search name https://learn.microsoft.com/en-us/dynamics365/supply-chain/pim/search-products-product-variants .

Additional Information

For more detailed guidance on utilizing search options and filter criteria in Dynamics 365 applications, please refer to the following resources:

• Advanced filtering and sorting
• Manage support lists in Dynamics 365 Fraud Protection
• Set up search criteria in Dynamics 365 Sales and Marketing

By understanding and effectively using search options and filter criteria, users can enhance their efficiency in navigating and managing data within Dynamics 365 applications.

Explore the core capabilities of customer engagement apps in Dynamics 365 (15–20%)

Describe shared activities and integration options in customer engagement apps

Reporting Capabilities: Dashboards, Charts, and Views

Dashboards

Dashboards in Dynamics 365 provide a comprehensive overview of business operations, allowing users to visualize and interact with data from various sources. They are customizable to display a wide array of information, including real-time data, and can be tailored to meet the specific needs of different roles within an organization. Dashboards can be accessed from any supported device, ensuring that users have the information they need at their fingertips https://learn.microsoft.com/en-us/dynamics365/supply-chain/../fin-ops-core/dev-itpro/analytics/printing-capabilities-on-premises .

For more information on dashboards, visit: Find your way around Dynamics 365 Customer Engagement (on-premises).

Charts

Charts in Dynamics 365 are visual representations of data that help users quickly understand complex information. They can be used to identify trends, measure performance, and compare data points across different dimensions. Charts are integrated with dashboards and views, providing a seamless experience for data analysis. Users can create and customize charts to suit their reporting needs, making it easier to derive insights from the data https://learn.microsoft.com/en-us/dynamics365/customerengagement/on-premises/basics/basics-guide .

For more information on charts, visit: Dynamics 365 Customer Engagement (on-premises) Help.

Views

Views in Dynamics 365 are predefined or custom queries that filter data to display records that meet certain criteria. They are essential for segmenting data into manageable and relevant subsets, which can then be analyzed or acted upon. Views can be personalized, allowing users to create their own lists based on the data that is most important to them. This customization enhances productivity by enabling users to focus on the data that matters most to their role or task at hand https://learn.microsoft.com/en-us/dynamics365/customerengagement/on-premises/basics/basics-guide .

For more information on views, visit: Customization Guide.

Integration with Power BI

Power BI integration extends the reporting capabilities of Dynamics 365 by providing advanced analytics and interactive data visualization. Users can pin tiles and reports from their PowerBI.com accounts to Dynamics 365 workspaces, offering contextual insights related to business operations. This integration allows for a deeper analysis and a more comprehensive understanding of data within the Dynamics 365 environment https://learn.microsoft.com/en-us/dynamics365/supply-chain/../fin-ops-core/dev-itpro/analytics/power-bi-integration .

For more information on Power BI integration, visit: Configure Power BI in your Dynamics 365 environment.

Event Management Dashboard

Specifically, for event management, Dynamics 365 offers a preconfigured dashboard that provides an overview of event-planning activities and results. This dashboard includes a wall feed tracking primary event-related records and helps users gauge the success of past events and plan future ones effectively https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/event-management-dashboard-outbound .

For more information on the event management dashboard, visit: Dynamics 365 Marketing and Dynamics 365 Customer Insights.

By utilizing these reporting capabilities, organizations can gain valuable insights into their operations, make data-driven decisions, and streamline their business processes.

Explore the core capabilities of customer engagement apps in Dynamics 365 (15–20%)

Describe shared activities and integration options in customer engagement apps

Describe Microsoft Teams Integration

Microsoft Teams integration with Dynamics 365 enhances collaboration within an organization by allowing users to engage in various activities without the need to switch between applications. Here are the key features of Microsoft Teams integration:

• Engage in Teams Chat: Users can participate in Teams chat conversations directly from within Dynamics 365 while working on a record. This seamless integration ensures that users can collaborate in real-time while accessing the necessary customer data https://learn.microsoft.com/en-us/dynamics365/teams-integration/teams-integration .

• Link Dynamics 365 Records to Teams Channels: Dynamics 365 records can be connected to existing Teams channels, or users can create new teams or channels. This feature facilitates better organization and access to information related to specific records or projects https://learn.microsoft.com/en-us/dynamics365/teams-integration/teams-integration .

• Embedded Teams Calling: The integration allows users to make and receive Teams calls directly within Dynamics 365. Calls are automatically recorded in the relevant record’s timeline, and call notes can be saved directly in the context of the record, boosting productivity https://learn.microsoft.com/en-us/dynamics365/teams-integration/teams-integration .

• Integrate Dynamics 365 and Teams Meetings: Users can create and join Teams meetings from Dynamics 365, maintaining workflow continuity whether they are in Dynamics 365 or Teams. This integration helps in organizing and conducting meetings related to Dynamics 365 records with ease https://learn.microsoft.com/en-us/dynamics365/teams-integration/teams-integration .

For additional information on these features, you can visit the following URLs: - Engage in Teams chat: Using Microsoft Teams chat in Dynamics 365 - Link Dynamics 365 records to Teams channels: Enhanced Collaboration Experience with the Dynamics 365 app for Microsoft Teams - Embedded Teams calling: Call customers through Microsoft Teams dialer in Dynamics 365 Sales - Integrate Dynamics 365 and Teams meetings: Integrate Dynamics 365 and Teams meetings

It is important to note that Microsoft Teams integration uses SharePoint integration at the backend. Therefore, if there is a failure with SharePoint integration or OneDrive configuration, it will also affect Microsoft Teams integration https://learn.microsoft.com/en-us/dynamics365/teams-integration/teams-troubleshoot .

For troubleshooting common issues related to Microsoft Teams integration, such as errors during configuration or permission-related problems, you can refer to the following URL: Troubleshooting Microsoft Teams Integration

Lastly, as of February 2022, support for Microsoft 365 Groups and Yammer in Dynamics 365 has been deprecated, and customers are encouraged to transition to Microsoft Teams for advanced collaboration functionalities https://learn.microsoft.com/en-us/power-platform/important-changes-coming .

Explore the core capabilities of customer engagement apps in Dynamics 365 (15–20%)

Describe shared activities and integration options in customer engagement apps

Describe Microsoft Outlook Integration

Microsoft Outlook integration with Dynamics 365 apps allows users to access Dynamics 365 data directly from within Outlook. This integration is facilitated by the Dynamics 365 App for Outlook, which works with various customer engagement apps in Dynamics 365, such as Dynamics 365 Sales, Customer Service, Field Service, Marketing, and Project Service Automation https://learn.microsoft.com/en-us/dynamics365/outlook-app/support-info-deployment .

Key Features and Requirements:

1. Exchange Online and Outlook C2R: The integration requires Exchange Online and Microsoft Outlook Click-to-Run (C2R) build 16.0.12130.20272 or later. Users can check the required channel for this version on the Microsoft 365 Apps update history page https://learn.microsoft.com/en-us/dynamics365/outlook-app/enable-delegate-access .

2. Delegate Access: Users can configure delegate access in Microsoft Outlook. A delegated user must have at least Editor permission on the delegated mailbox. Issues with delegate access can be addressed by consulting the Microsoft support pages https://learn.microsoft.com/en-us/dynamics365/outlook-app/enable-delegate-access .

3. Dynamics 365 App for Outlook: Both the manager and the delegate user must have the Dynamics 365 App for Outlook installed. This app allows users to manage their Dynamics 365 data within Outlook https://learn.microsoft.com/en-us/dynamics365/outlook-app/enable-delegate-access .

4. Skype URL Allowlisting: To ensure that delegate access works with shared calendars in Outlook C2R, the Skype URL https://config.edge.skype.com must be allowlisted https://learn.microsoft.com/en-us/dynamics365/outlook-app/enable-delegate-access .

5. Browser Compatibility: The Dynamics 365 App for Outlook uses Microsoft Edge when running on Windows 10 (version 1903 or later) and an updated Outlook Click-2-Run client. For other combinations of Windows and Outlook, the app uses Internet Explorer https://learn.microsoft.com/en-us/dynamics365/outlook-app/support-info-deployment .

6. Multi-factor Authentication: Multi-factor authentication with the Dynamics 365 App for Outlook and Server Side Synchronization is supported only in an online-only configuration. It is not supported for Dynamics 365 Customer Engagement (on-premises) or Microsoft Exchange on-premises https://learn.microsoft.com/en-us/dynamics365/outlook-app/support-info-deployment .

7. Unsupported Configurations: The Dynamics 365 App for Outlook is not supported on Microsoft 365 shared mailboxes or in configurations where Dynamics 365 apps and Microsoft 365 (Exchange Online) are in different tenants. Additionally, Windows 7 is no longer a supported client OS for the app https://learn.microsoft.com/en-us/dynamics365/outlook-app/support-info-deployment .

Troubleshooting and Additional Information:

• Users may encounter issues such as add-in errors or authentication problems. Solutions include updating registry keys, using Outlook Web App, or updating the Outlook client https://learn.microsoft.com/en-us/dynamics365/outlook-app/faq .
• For troubleshooting the Dynamics 365 App for Outlook, users can refer to the provided troubleshooting guide https://learn.microsoft.com/en-us/dynamics365/outlook-app/faq .
• To add the Dynamics 365 App for Outlook to a user’s Outlook, navigate to Settings > Advanced Settings in the app and select Add app to Outlook https://learn.microsoft.com/en-us/dynamics365/outlook-app/deploy-dynamics-365-app-for-outlook .

Deprecation Notice:

It is important to note that as of December 1, 2023, Microsoft will discontinue support for synchronizing contacts, appointments, and tasks between Supply Chain Management and Outlook due to the transition from SOAP to REST in the Exchange Web Service API. Customers are recommended to integrate with Dynamics 365 Sales and consider other synchronization options https://learn.microsoft.com/en-us/dynamics365/supply-chain/get-started/removed-deprecated-features-scm-updates .

For more detailed information and guidance on Microsoft Outlook integration with Dynamics 365, please refer to the following resources: - Update history for Microsoft 365 Apps https://learn.microsoft.com/en-us/dynamics365/outlook-app/enable-delegate-access . - Deploy Dynamics 365 App for Outlook https://learn.microsoft.com/en-us/dynamics365/outlook-app/enable-delegate-access . - Dynamics 365 Customer Engagement (on-premises), version 9 https://learn.microsoft.com/en-us/dynamics365/outlook-app/support-info-deployment . - Microsoft Dataverse https://learn.microsoft.com/en-us/dynamics365/outlook-app/support-info-deployment . - Troubleshooting Dynamics 365 App for Outlook https://learn.microsoft.com/en-us/dynamics365/outlook-app/faq . - Integrated customer master https://learn.microsoft.com/en-us/dynamics365/supply-chain/get-started/removed-deprecated-features-scm-updates .

Explore the core capabilities of customer engagement apps in Dynamics 365 (15–20%)

Describe shared activities and integration options in customer engagement apps

Microsoft Excel and Word Integration with Dynamics 365

Microsoft Dynamics 365 offers robust integration capabilities with Microsoft Excel and Word, enhancing productivity and streamlining business processes. This integration allows users to perform a variety of tasks directly within the familiar interfaces of Excel and Word.

Excel Integration

The integration with Microsoft Excel enables users to open entity data within Excel for viewing, updating, and editing purposes. This is facilitated by the Microsoft Dynamics Excel add-in, which requires Microsoft Excel 2016 or later versions. The add-in allows for seamless data manipulation and analysis, leveraging Excel’s powerful features while maintaining a connection to Dynamics 365 data.

Key points of Excel integration include: - Opening Entity Data: Users can start from either Excel or Dynamics 365 finance and operations apps to open entity data in Excel https://learn.microsoft.com/en-us/dynamics365/field-service/../fin-ops-core/fin-ops/mobile-apps/use-excel-add-in . - Excel Add-in: The Dynamics Excel add-in is essential for connecting Excel with Dynamics 365, allowing users to view and edit data directly in Excel https://learn.microsoft.com/en-us/dynamics365/field-service/../fin-ops-core/fin-ops/mobile-apps/use-excel-add-in . - Version Requirements: The add-in requires Microsoft Excel 2016 or later, and if using Azure AD with AD FS, the May 2016 update for Office is necessary https://learn.microsoft.com/en-us/dynamics365/field-service/../fin-ops-core/fin-ops/mobile-apps/use-excel-add-in .

For additional information on using the Excel add-in, you can watch the instructional video:

https://learn.microsoft.com/en-us/dynamics365/field-service/../fin-ops-core/fin-ops/mobile-apps/use-excel-add-in .

Word Integration

Integration with Microsoft Word allows users to build Office integration experiences that involve document management capabilities. Users can create and manage documents within Dynamics 365, leveraging Word’s features for document creation and editing.

Key points of Word integration include: - Document Management: Dynamics 365 integrates with Word to provide document management capabilities, including versioning and collaboration https://learn.microsoft.com/en-us/dynamics365/commerce/../fin-ops-core/dev-itpro/office-integration/office-integration-tutorial . - Office Integration Experiences: Users can build experiences that involve Word for various tasks, such as generating reports or processing data within Dynamics 365 https://learn.microsoft.com/en-us/dynamics365/commerce/../fin-ops-core/dev-itpro/office-integration/office-integration-tutorial .

Additional Resources

For further exploration of Dynamics 365 integrations with Excel and Word, the following resources may be helpful: - Dynamics 365 documentation on Office integration: Office integration tutorial https://learn.microsoft.com/en-us/dynamics365/commerce/../fin-ops-core/dev-itpro/office-integration/office-integration-tutorial . - Information on setting up connections between Dynamics 365 and other Microsoft services: Set up a connection with Dataverse https://learn.microsoft.com/en-us/dynamics365/business-central/admin-how-to-set-up-a-dynamics-crm-connection .

The integration of Microsoft Excel and Word with Dynamics 365 empowers users to work more efficiently by combining the strengths of these applications with the robust data management and business process capabilities of Dynamics 365.

Explore the core capabilities of customer engagement apps in Dynamics 365 (15–20%)

Describe shared activities and integration options in customer engagement apps

Describe Microsoft SharePoint Integration

Microsoft SharePoint integration allows for seamless collaboration and document management within various Microsoft services. SharePoint Online is a supported storage location that can be natively integrated with Microsoft-managed environments. However, it is important to note that on-premises SharePoint servers are not currently supported https://learn.microsoft.com/en-us/dynamics365/sales/../fin-ops-core/dev-itpro/deployment/on-premises-deployment-landing-page .

To utilize SharePoint storage, the “Location” field for a document type must be set to “SharePoint,” and a valid SharePoint address must be entered in the “SharePoint Address” field. The configuration process involves the following steps:

1. Navigate to the “Document management parameters” page.
2. On the “SharePoint” tab, review the automatically detected host name for the SharePoint site, which typically follows the format tenantname.sharepoint.com.
3. Optionally, test the SharePoint connection to verify security and licensing.
4. Optionally, open SharePoint to explore the site in a browser.
5. Optionally, enable the opening of attachments in a new window for user convenience https://learn.microsoft.com/en-us/dynamics365/sales/../fin-ops-core/dev-itpro/deployment/on-premises-deployment-landing-page .

It is also important to be aware of the changes in SharePoint connection setup. The SharePoint connection setup feature used for OneDrive integration is becoming obsolete and will be removed in the 2023 release wave 2 (version 23). Instead, a new guided setup has been introduced in version 21 to configure OneDrive integration for system and application features. The legacy SharePoint/OneDrive integration will continue to be available for existing customers upgrading to version 21 and 22, but transitioning to the new OneDrive integration is recommended as it is the path forward https://learn.microsoft.com/dynamics365/business-central/dev-itpro/upgrade/deprecated-features-w1 .

Furthermore, Business Central’s integration with services like Power BI and Universal Print also requires a registered Microsoft Entra app for authentication. When switching from the legacy SharePoint connection setup to the new OneDrive integration, the “Set up your Microsoft Entra accounts” assisted setup will be used for all integrations, ensuring consistency across services https://learn.microsoft.com/en-us/dynamics365/business-central/admin-onedrive-integration-onpremises .

For Microsoft Teams integration, which uses SharePoint at the backend, any issues with SharePoint or OneDrive configuration can affect Teams integration. Therefore, it is crucial to ensure that SharePoint integration is correctly configured and that OneDrive integration is enabled or disabled as needed. Additionally, if SharePoint Online admin has enabled control access from unmanaged devices, the same restrictions will apply to Microsoft Teams integration https://learn.microsoft.com/en-us/dynamics365/teams-integration/teams-troubleshoot .

For more detailed information on configuring SharePoint integration and troubleshooting potential issues, the following resources can be consulted:

• Control access from unmanaged devices https://learn.microsoft.com/en-us/dynamics365/teams-integration/teams-troubleshoot .
• Set up apps to use SharePoint Online https://learn.microsoft.com/en-us/dynamics365/teams-integration/teams-troubleshoot .

By following the provided steps and guidelines, users can effectively integrate SharePoint into their Microsoft services, enhancing collaboration and document management capabilities.

Explore the core capabilities of customer engagement apps in Dynamics 365 (15–20%)

Describe shared activities and integration options in customer engagement apps

Use Cases for Dynamics 365 Customer Voice

Dynamics 365 Customer Voice is a robust feedback management solution that enables organizations to capture, analyze, and act upon customer insights. Here are some common use cases for Dynamics 365 Customer Voice:

1. Customer Satisfaction Surveys: Collect feedback on customer satisfaction to understand the customer experience and identify areas for improvement.
2. Employee Engagement: Measure employee satisfaction and gather insights to enhance the workplace environment.
3. Event Feedback: Capture attendees’ opinions post-events to refine future event planning and execution.
4. Product Feedback: Obtain customer opinions on products to guide product development and innovation.

Capabilities of Dynamics 365 Customer Voice

Dynamics 365 Customer Voice offers a variety of features that support the creation and management of surveys:

• Survey Creation: Users can create surveys with different types of questions such as Choice, Text, Rating, Date, Ranking, Likert, File upload, and Net Promoter Score https://learn.microsoft.com/en-us/training/modules/describe-dynamics-365-marketing-capabilities-2/4-describe-use-cases-capabilities-customer-voice-marketing .
• Integration with Dynamics 365: Surveys can be integrated into Dynamics 365 applications, allowing for seamless data flow and the ability to trigger actions based on survey responses https://learn.microsoft.com/en-us/dynamics365/customer-voice/forms-pro-transition .
• Customization: The new user interface provides additional capabilities for customizing surveys to fit the branding and specific needs of the organization https://learn.microsoft.com/en-us/dynamics365/customer-voice/forms-pro-transition .
• Automated Workflows: Integration with Power Automate enables the creation of automated workflows that can act upon survey responses, such as triggering follow-up actions or notifications https://learn.microsoft.com/en-us/dynamics365/customer-voice/forms-pro-transition .
• Advanced Segmentation: Use survey data for advanced customer segmentation and profiling, which can be particularly useful in targeted marketing campaigns https://learn.microsoft.com/en-us/training/modules/describe-dynamics-365-marketing-capabilities-2/4-describe-use-cases-capabilities-customer-voice-marketing .
• Security Role Changes: The “Survey Owner” security role has been renamed to “Project Owner,” and a new “Customer Voice – Add on” security role has been introduced for access to new entities in Dynamics 365 Customer Voice https://learn.microsoft.com/en-us/dynamics365/customer-voice/forms-pro-transition .
• Licensing: Dynamics 365 Customer Voice is included with select Dynamics 365 enterprise products, and the license is based on the number of survey responses received per month https://learn.microsoft.com/en-us/dynamics365/customer-voice/purchase .

For additional information on Dynamics 365 Customer Voice, you can visit the following URLs:

• Dynamics 365 Customer Voice Overview: Dynamics 365 Customer Voice app https://learn.microsoft.com/en-us/dynamics365/customer-voice/forms-pro-transition .
• Disabling Dynamics 365 Customer Voice for a User: Microsoft 365 admin center https://learn.microsoft.com/en-us/dynamics365/customer-voice/purchase .
• Dynamics 365 Customer Voice Pricing: Dynamics 365 Customer Voice pricing https://learn.microsoft.com/en-us/dynamics365/customer-voice/purchase .

This information can be used to understand the practical applications and functionalities of Dynamics 365 Customer Voice, which can help organizations leverage customer feedback to make informed decisions and enhance customer engagement.

Explore the core capabilities of customer engagement apps in Dynamics 365 (15–20%)

Describe shared activities and integration options in customer engagement apps

Dynamics 365 Customer Voice: Use Cases and Capabilities

Dynamics 365 Customer Voice is a robust feedback management solution that enables organizations to capture, analyze, and act upon customer insights. It is designed to integrate seamlessly with other Dynamics 365 applications, providing a comprehensive view of customer interactions and preferences.

Use Cases for Dynamics 365 Customer Voice

1. Customer Feedback Collection: Organizations can use Dynamics 365 Customer Voice to gather feedback from customers through surveys after interactions with customer service, post-purchase, or during product usage.

2. Employee Feedback: It can be used internally to collect employee feedback on various aspects of the workplace, such as job satisfaction, training effectiveness, and internal processes.

3. Market Research: Companies can deploy surveys to conduct market research, understand consumer behavior, and identify market trends.

4. Event Feedback: After events, webinars, or conferences, Dynamics 365 Customer Voice can be used to collect attendee feedback to improve future events.

5. Product Feedback: It is useful for collecting input on products, allowing companies to refine product features and address any issues.

Capabilities of Dynamics 365 Customer Voice

• Survey Creation and Management: Users can create surveys with a variety of question types including Choice, Text, Rating, Date, Ranking, Likert, File upload, and Net Promoter Score https://learn.microsoft.com/en-us/training/modules/describe-dynamics-365-marketing-capabilities-2/4-describe-use-cases-capabilities-customer-voice-marketing .

• Integration with Dynamics 365 Applications: Dynamics 365 Customer Voice surveys can be directly accessed from Dynamics 365 Customer Insights - Journeys, allowing for integration with marketing campaigns and customer segmentation https://learn.microsoft.com/en-us/training/modules/describe-dynamics-365-marketing-capabilities-2/4-describe-use-cases-capabilities-customer-voice-marketing .

• Automated Workflows: With Power Automate, users can create automated workflows that trigger actions based on survey responses, enhancing the ability to act on customer feedback https://learn.microsoft.com/en-us/dynamics365/customer-voice/forms-pro-transition .

• Customization and Branding: Surveys can be customized to match the organization’s branding, providing a consistent experience for respondents .

• Advanced Analytics: The solution offers analytics tools to analyze survey data, identify trends, and make data-driven decisions https://learn.microsoft.com/en-us/training/modules/describe-dynamics-365-marketing-capabilities-2/4-describe-use-cases-capabilities-customer-voice-marketing .

• Security Role Changes: The “Survey Owner” security role has been renamed to “Project Owner,” and a new “Customer Voice – Add on” security role has been introduced for access to new entities in Dynamics 365 Customer Voice https://learn.microsoft.com/en-us/dynamics365/customer-voice/forms-pro-transition .

• Licensing: Dynamics 365 Customer Voice is included with select Dynamics 365 enterprise products, and the license is based on the number of survey responses received per month https://learn.microsoft.com/en-us/dynamics365/customer-voice/purchase .

For additional information on Dynamics 365 Customer Voice, you can visit the following URLs: - Dynamics 365 Customer Voice Overview https://learn.microsoft.com/en-us/dynamics365/customer-voice/forms-pro-transition - Dynamics 365 Customer Voice Pricing https://learn.microsoft.com/en-us/dynamics365/customer-voice/purchase

This information can be used to understand the various scenarios in which Dynamics 365 Customer Voice can be applied and the capabilities it offers to organizations looking to enhance their customer and employee engagement strategies.