Describe Dynamics 365 Marketing

• Describe Dynamics 365 Marketing Capabilities:
  • • Describe the process for generating and scoring leads by using marketing forms and pages
    • Describe how to target customers by using segments and subscription lists
    • Describe email marketing concepts and processes
    • Describe the process of automating marketing activities by using customer journeys
    • Describe event management features and capabilities including Microsoft Teams webinars
• Describe Marketing-Related Apps:
  • • Describe the capabilities of Dynamics 365 Customer Insights including Audience Insights
      and Engagement Insights
    • Describe the capabilities of Dynamics 365 Customer Voice
      

Describe Dynamics 365 Sales

• Describe the Dynamics 365 Sales Lifecycle:
  • • Describe leads and the process for qualifying leads
    • Describe the opportunity management process
    • Describe the quote lifecycle
    • Describe sales pipeline forecasting concepts
• Describe Sales-Related Apps:
  • • Describe capabilities of Dynamics 365 Sales Insights
    • Describe capabilities of LinkedIn Sales Navigator

Describe Dynamics 365 Customer Service

• Describe Dynamics 365 Customer Service Components:
  • • Describe Knowledge Management
    • Describe the case lifecycle including service-level agreements (SLAs) and entitlements
    • Describe how to use queues to manage work

Describe Dynamics 365 Field Service

• Describe Field Service Capabilities:
  • • Describe the work order lifecycle
    • Describe capabilities of the Inspections feature
    • Describe customer asset management and preventive maintenance processes
• Describe Scheduling Capabilities:
  • • Describe resource and scheduling processes
    • Describe scheduling options including Schedule Assistant and Resource Schedule
      Optimization (RSO)
    • Describe how to enable proactive customer asset maintenance by using Connected Field
      Service

Describe Shared Features

• Identify Common Customer Engagement Features:
  • • Describe Microsoft Dataverse as the foundation for Dynamics 365 apps
    • Describe built-in reporting capabilities including dashboards, charts, and views
    • Describe customers and activities
• Describe Integration Options:
  • • Describe Microsoft Teams integration capabilities
    • Describe email capabilities including App for Outlook
    • Describe how Microsoft Excel and Microsoft Word can be used with Dynamics 365 apps
    • Describe options for analyzing data by using Power BI