5. Adaptable to match companies' business requirements
Extendable to tailor each specific company’s needs
Integrated with Microsoft Power Platform and 3rd party applications from AppSource
10. Virtual Agents
Service recommendation
Omnichannel engagement:
Personalized service across channels
Unified routing & work distribution
CUSTOMER
EMPLOYEE
Agent productivity:
Unified, contextual experience
Remote assist
Proactive service:
Remote device commanding
Proactive insights
Insights & AI:
Performance & trends across channels
Agent performance & utilization
11. Dynamics 365 Field Service
Work Orders
Connected Field Service
Resource scheduling
Resource Scheduling
Optimization (RSO)
Proactive customer service
Field Service Mobile
Dynamics 365 Remote Assist
Dynamics 365 Guides
12. Finance and Operations apps
• Finance
• Supply Chain Management
• Human Resources
• Commerce
• Business Central
13. General
ledger
Accounts
receivable
Accounts
payable
Budgeting
& forecast
Time & expense
management
Financial reporting
& analytics
Credit and
collections
Cash and bank
management
Fixed
assets
Public sector financials Revenue
recognition
Project
accounting
Cost
accounting
Consolidations Regulatory compliance Configurable
e-invoicing &
payments
Configurable tax &
regulatory reporting
Regulatory discovery &
alerting service
18. AI and Mixed Reality apps
• Customer Insights
• Sales Insights
• Fraud Protection
• Mixed Reality
19. Platform components
• Microsoft Cloud
• Security
• GDPR
• Connect to, import, export and analyze data
• Integration with Office 365, Email, Word, and Excel
25. Resources to
continue learning
Learning path
aka.ms/D365FundamentalsLP
Certification details
aka.ms/D365Certs_Fundamentals
Instructor-led training
aka.ms/D365FundamentalsILT
Notas del editor
Introduce the topic - introduce the concepts that are presented in the fundamentals path
Basics you need to know
All the resources available at Microsoft to continue your learning journey i.e. fundamentals learning path, certification, and Virtual Training Days (if appropriate)
Highlight the Learning Zone and the Cloud Skills Challenge as event CTAs
Explain the evolution of CRM from
1950s-1960s the mainframe era.
1980s the Database Marketing
Late 1980s the CRM, and Early 1990s the ERP and SFA (Sales Force Automation) software
Late 1990s the CRM goes online
2000s The SaaS based applications of Microsoft CRM
2010s – present the Dynamics 365 Business Applications
Dynamics 365 is a family of business applications covering a wide range of business areas.
Dynamics 365 Business Applications are:
Today, the process of engaging customers can't be one-size-fits-all. It needs to be adaptive across all touch points and within the context of who your customer is and what they are doing. Microsoft Dynamics enables your company to build customer trust, loyalty, and insight, while also enabling your sales, service, and marketing professionals to be as productive as possible. With Dynamics 365, we help your company deliver exceptional customer experiences.
It helps you to create and nurture and prioritize leads, by running targeted, multi-channel campaigns and personalize each buyer’s journey to generate more sales-ready leads.
Elaborate on the five core areas that customer service organizations should invest in, in order to stay relevant and competitive in the changing customer service landscape.
The figure shows the core capabilities of Dynamics 365 Finance
Emphasize on what will be elaborated in this module
Dynamics 365 Supply Chain Management streamlines end to end production oversight, delivering intelligent insights on every transaction from ordering, to warehousing, to transport, and to final delivery.
Explain this animated slide, and elaborate on the sequence of each process.
Dynamics 365 Human Resources helps HR professionals get the workforce insights needed to build data-driven employee experiences across compensation, benefits, leave and absence, compliance, payroll, performance feedback, training and certification, and self-service programs. Dynamics 365 Human Resources connects people and operations data to ensure businesses can optimize workforce costs and take better care of employees.
New exam MB-340 for Commerce announced Ignite
Dynamics 365 Commerce is an end-to-end retail solution delivering unified commerce across all channels encompassing sales, mobility, intelligence and productivity to help retailers and workers achieve more in a cloud-first, mobile first way.
But Commerce also adjusts to your business needs, with flexible deployment options, D365 Commerce is able to deploy in the cloud, on premise or as a hybrid option for customers in remote locations. As a SaaS Solution it is infused with intelligence, extensible to your business needs and always up to date to drive innovation to improve productivity, operations and business outcomes.
Dynamics 365 Business Central automatically pulls systems and processes together, enabling users to manage financials, sales, service, and operations.
Learning Path: https://aka.ms/D365FundamentalsLP
Show learning path
https://aka.ms/D365FundamentalsILT
Exam and Certification
https://docs.microsoft.com/en-us/learn/certifications/exams/mb-901
aka.ms/D365Certs_Fundamentals
All the resources available at Microsoft to continue your learning journey i.e. fundamentals learning path, certification, and Virtual Training Days (if appropriate)
Learning Path: https://aka.ms/D365FundamentalsLP
Certification: https://docs.microsoft.com/en-us/learn/certifications/d365-fundamentals
https://aka.ms/D365FundamentalsILT