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Welcome to Dynamics 365


Welcome to the Dynamics 365: Customer Engagement for Sales course.


When it comes to Dynamics 365 for Sales, you’re working with one of the longest standing first-party applications on the Power Platform.

In this course, we will discuss the concept and execution of customer relationship management when it comes to sales.

Dynamics 365 for Sales facilitates the building of relationships with your customers and assists in timely engagement and progression from lead to opportunity validation and onto sales close and handoff to fulfilment.

Dynamics 365 for Sales provides a flexible framework for organisations to track, manage, and analyse parts of their sales cycle as well as an overall success.

This course describes the components used in Dynamics 365 for Sales and explains how those apply to various business scenarios. It also details the entities or record types that are used to track sales from potential to close.

With this information, organisations can determine which aspects of the Dynamics 365 for Sales framework are appropriate for their organisation.

Dynamics 365 for Sales is designed out of the box to assist in customer engagement and the following scenarios, working with new customers, existing customers, and prospects. Dynamics 365 for Sales is part of the greater Power Platform.

Course Content

The following topics will be covered in this course:

  1. Sales Overview
    In this section, you will be introduced to sales, the features of Dynamics 365 for Sales, the sales process overview and common terms that you will need to understand.
  2. Configuring Sales
    In this section, you will learn to install the Dynamics 365 for Sales App, understand how to upgrade the app, set custom options and security roles.
  3. Managing Customers
    Dynamics 365 for Sales allows you to manage your customers from leads to customer accounts.
  4. Working With Opportunities
    Understanding the sales process flow and opportunity lifecycle is key to dealing with competitors and accounts.
  5. Embedded Intelligence
    In this section, you will learn how to leverage quick wins for communications and relationship management.
  6. Playbooks
    Creating, managing and using templates will be incredibly important in your capability building techniques.
  7. Integrated Sales Tools
    In this section, you will learn to navigate your sales tools and set up a social sales assistant.
  8. Order Processing and Managing Product Catalogues
    Understanding how to set up order processing, managing price lists and discounts, creating product family bundles and working through the product lifecycle will be valuable knowledge to have to drive effective sales.
  9. Create and Manage Quotes
    To sell products or services, you will need to be able to generate quotes and turn those quotes into orders received from your customers.
  10. Create and Manage Orders and Invoices
    Keeping track of your orders and invoices is paramount to your business’s success. Learn how to generate the right documents out of Dynamics 365 for Sales.
  11. Sales Analytics and Insights
    Learn how to create effective reports, charts and goals that can help your business to forward load and plan ahead.
  12. Power BI and AI for Sales
    Microsoft Power BI is used to find insights within an organisation’s data. Power BI can help connect disparate data sets, transform and clean the data into a data model and create charts or graphs to provide visuals of the data.

Who is the Course For?

This course is designed for sales managers, professionals, telesales workers and customer support staff who aspires to improve sales productivity through automation and customisation.

Course Schedule

This course is set up in a self-paced format. You can listen to the lectures and attempt the quizzes at your pace. You should aim to complete this course in 15 hours. It should take you around 5 hours a week for 3 weeks to complete.

Course Prerequisites

There are no prerequisites for taking this course. Technical IT experience is not required however some general IT knowledge or experience and a basic understanding of the need for sales tools would be beneficial.

Course Subscription

Your CloudSwyft Online Hands-On Lab Session for this FutureLearn ExpertTrack course is free to use for 2 hours for your first 7 days with us on this learning journey.

Subscribe now (if you have not already) for this ExpertTrack and you will get an additional 12 Lab hour credits for this course for 1 month along with your certificate of completion. You will get 12 hours more for another month of subscription thereafter.

We hope you’ll have an enriching and engaging learning experience!

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Dynamics 365: Customer Engagement for Sales

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