Course Details
Topic 1 Foundations of Dynamics 365 customer engagement apps
- Customer relationship management
- Microsoft Power Platform and Dynamics 365 customer engagement apps
- Microsoft Dataverse and Dynamics 365 customer engagement app
- Use cases for Dynamics 365 customer engagement apps
- Navigate to and within Dynamics 365 customer engagement apps
Topic 2 Shared activities and integration options in Dynamics 365 customer engagement apps
- Customers and activities
- Exercise: Manage customers and activities
- Search criteria and filters
- Reporting capabilities including charts, dashboards, and views
- Excel integrations
- Microsoft Teams integration
- Outlook integration
Topic 3 Explore Dynamics 365 Customer Insights – Journeys
- Use cases for Dynamics 365 Customer Insights - Journeys
- Dynamics 365 Customer Insights - Journeys business scenario
- Email marketing
- How to target customers by using marketing lists and segments
- Describe customer journeys
- Describe lead generation and qualification
- Describe use cases for marketing forms
- Describe event management features and capabilities
Topic 4 Describe Dynamics 365 Customer Insights - Data and Dynamics 365 Customer Voice
- Explore a Dynamics 365 Customer Insights - Data business scenario
- Use cases for and capabilities of Dynamics 365 Customer Insights - Data
- Use cases for and capabilities of Dynamics 365 Customer Voice
Topic 5 Explore Dynamics 365 Sales
- Describe use cases for Dynamics 365 Sales
- Review the sales lifecycle
- Explore a Dynamics 365 Sales business scenario
- Describe leads and the process for qualifying leads
- Describe the opportunity management process
- Exercise: Lab: Work with leads and opportunities
- Describe Dynamics 365 Sales business process flows
- Describe sales order processing
Topic 6 Describe Dynamics 365 Sales capabilities and related apps
- Identify additional Dynamics 365 Sales capabilities and related apps
- Explore a Dynamics 365 Sales related apps business scenario
- Describe sales pipeline and forecasting concepts
- Describe use cases for and capabilities of Sales Insights
- Describe use cases for and capabilities of LinkedIn Sales Navigator
- Describe the Dynamics 365 Sales mobile app
- Describe Microsoft Sales Copilot
Topic 7 Explore Dynamics 365 Customer Service
- Use cases for Dynamics 365 Customer Service
- Explore a Dynamics 365 Customer Service business scenario
- Case lifecycle including service-level agreements (SLAs) and entitlements
- Functionality for workload management
- Dynamics 365 Customer Service business process flows
- Knowledge management in Dynamics 365 Customer Service
Topic 8 Describe Dynamics 365 Customer Service capabilities and related apps
- Dynamics 365 Customer Service-related apps business scenario8 min
- Omnichannel for Customer Service12 min
- Reporting and data visualization options in Dynamics 365 Customer Service5 min
- Dynamics Customer Voice use cases for customer service
Topic 9 Explore Dynamics 365 Field Service
- Describe use cases for Dynamics 365 Field Service
- Explore a Dynamics 365 Field Service business scenario
- Describe the work order lifecycle
- Describe inspections in Dynamics 365 Field Service
- Describe the Dynamics 365 Field Service mobile app
Topic 10 Describe Dynamics 365 Field Service scheduling capabilities and related apps
- Describe resource and scheduling processes
- Explore a Dynamics 365 Field Service-related apps business scenario
- Describe asset management and customer assets
- Describe Connected Field Service for Dynamics 365
Final Assessment
- Written Assessment (Short Answers Questions)
- Practical Performance
Course Info
Promotion Code
Promo or discount cannot be applied to WSQ courses
Minimum Entry Requirement
Knowledge and Skills
- Able to operate using computer functions with minimum Computer Literacy Level 2 based on ICAS Computer Skills Assessment Framework
- Minimum 3 GCE ‘O’ Levels Passes including English or WPL Level 5 (Average of Reading, Listening, Speaking & Writing Scores)
Attitude
- Positive Learning Attitude
- Enthusiastic Learner
Experience
- Minimum of 1 year of working experience.
Target Year Group : 21-65 years old
Minimum Software/Hardware Requirement
Software:
You can download and install the following software:
Hardware: Windows and Mac Laptops
About Progressive Wage Model (PWM)
The Progressive Wage Model (PWM) helps to increase wages of workers through upgrading skills and improving productivity.
Employers must ensure that their Singapore citizen and PR workers meet the PWM training requirements of attaining at least 1 Workforce Skills Qualification (WSQ) Statement of Attainment, out of the list of approved WSQ training modules.
For more information on PWM, please visit MOM site.
Funding Eligility Criteria
Individual Sponsored Trainee | Employer Sponsored Trainee |
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SkillsFuture Credit:
PSEA:
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Absentee Payroll (AP) Funding:
SFEC:
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Steps to Apply Skills Future Claim
- The staff will send you an invoice with the fee breakdown.
- Login to the MySkillsFuture portal, select the course you’re enrolling on and enter the course date and schedule.
- Enter the course fee payable by you (including GST) and enter the amount of credit to claim.
- Upload your invoice and click ‘Submit’
SkillsFuture Level-Up Program
The SkillsFuture Level-Up Programme provides greater structural support for mid-career Singaporeans aged 40 years and above to pursue a substantive skills reboot and stay relevant in a changing economy. For more information, visit SkillsFuture Level-Up Programme
Get Additional Course Fee Support Up to $500 under UTAP
The Union Training Assistance Programme (UTAP) is a training benefit provided to NTUC Union Members with an objective of encouraging them to upgrade with skills training. It is provided to minimize the training cost. If you are a NTUC Union Member then you can get 50% funding (capped at $500 per year) under Union Training Assistance Programme (UTAP).
For more information visit NTUC U Portal – Union Training Assistance Program (UTAP)
Steps to Apply UTAP
- Log in to your U Portal account to submit your UTAP application upon completion of the course.
Note
- SSG subsidy is available for Singapore Citizens, Permanent Residents, and Corporates.
- All Singaporeans aged 25 and above can use their SkillsFuture Credit to pay. For more details, visit www.skillsfuture.gov.sg/credit
- An unfunded course fee can be claimed via SkillsFuture Credit or paid in cash.
- UTAP funding for NTUC Union Members is capped at $250 for 39 years and below and at $500 for 40 years and above.
- UTAP support amount will be paid to training provider first and claimed after end of class by learner.
Job Roles
- Dynamics 365 Administrator
- CRM Analyst
- Customer Service Manager
- Sales Operations Analyst
- Marketing Automation Specialist
- CRM Project Manager
- Business Analyst
- Data Analyst
- Customer Engagement Manager
- Dynamics 365 Developer
- Customer Success Specialist
- Sales Manager
- Marketing Coordinator
- CRM Consultant
- Technical Support Specialist
- Account Manager
- Business Development Manager
- IT Manager
- Solution Architect
- System Administrator
Trainers
Agus Salim is a professional with more than 10 years of experience in Project Management, IT Solutions Management, and Systems Integration both in waterfall and agile methodology. He started out his career as a Web Developer before moving on to Business Analyst/Project Manager. He has strong leadership and the capability of leading a team with a proven ability to deliver projects with tight timelines. Besides his experiences in managing projects, he has good knowledge in Cybersecurity and hands-on experience in Next Generation Firewall such as Check Point. During his free time, he likes to explore Cloud Technology, especially on Microsoft Azure. Agus has obtained AZ-104, AZ-500 and other Microsoft certifications. I am also a ALCP certified trainer.