Module 1: Introduction to Dynamics 365 Business Applications

• What Dynamics 365 is and how business apps work together
• Dynamics 365 product family: customer engagement vs finance and operations apps
• Common use cases for customer engagement systems
• How apps are deployed and accessed (web/mobile, model-driven apps)

Module 2: Foundations of Customer Engagement Apps

• Overview of customer engagement apps and how they share data
• Core concepts: records, tables, relationships, activities
• Model-driven app experience: navigation, views, charts, dashboards
• Search, filtering, and working with data
• Lab  – Work with customer engagement apps

Module 3: Dynamics 365 Sales

• Sales process overview in Dynamics 365
• Leads, opportunities, pipeline management
• Sales activities: tasks, emails, appointments
• Quotes, orders, and product catalog basics
• Productivity tools (Outlook, Teams integration concepts)
• Copilot capabilities in Sales (high-level, use-case based)
• Lab – Manage Customers and Activities
• Lab – Create and manage a Lead in Dynamics 365 Sales
• Lab – Create and manage an Opportunity in Dynamics 365 Sales

Module 4: Customer Insights

• Customer data and profile unification concepts
• Customer Insights – Data overview
• Segments and measures
• Understanding the role of customer insights in marketing / service personalization
• Key outputs: unified profiles, insights, segments
• Lab  – Create a Segment in Dynamics 365 Customer Insights
• Lab – Create a simple Customer Journey

Module 5: Dynamics 365 Customer Service

• Customer Service overview: case management
• Queues, routing concepts, SLAs
• Knowledge base (how knowledge supports agents)
• Omnichannel concepts (high-level)
• Productivity tools: templates, quick replies, knowledge suggestions
• Copilot support examples (summaries, suggested responses)
• Lab– Create and publish a Knowledge Article in Dynamics 365 Customer Service
• Lab – Create and manage Cases in Dynamics 365 Customer Service

Module 6: Dynamics 365 Field Service

• Field Service overview and use cases
• Work orders and scheduling concepts
• Asset/service history and customer sites
• Mobile worker concepts and inspections
• Resource scheduling basics (roles, territories, availability)
• Lab – Creating Work Orders in Dynamics 365 Field Service
• Lab – Schedule Items in Dynamics 365 Field Service

Module 7: Shared Capabilities Across Dynamics 365 CE Apps

• Reporting and analytics: dashboards, charts, Power BI overview
• Templates:
  • Word templates
  • Excel templates
• Collaboration and integration:
  • Microsoft Teams concepts
  • Outlook integration concepts
  • Excel export and editing
• Automation and extensibility:
  • Power Automate overview
  • Power Apps overview
  • Low-code customization concepts