Microsoft Dynamics 365 Customer Engagement Training

Microsoft Dynamics 365 Customer Engagement covers sales, customer service, and field service management. In our platform, you can access more than 1,200+ micro-courses, 70+ learning paths, and 140+ assessments across a dozen functions and deliver both standard content and custom content.

Microsoft Dynamics 365 Sales Training

As sales are the driving force behind any successful business, it is vital that all sales staff receive proper training. Dynamics 365 Sales is used by a large number of employees. Typical roles under this function are sales managers and internal and external sales associates. Some of these users reside in the office while others may be out on the field.

Dynamics 365 Sales training covers account management, contact management, activity management, lead management, opportunity management, quotation lifecycle from creation to close, and forecast management.

Sales training can begin with the core team at the start of the project. Once the sales process has been set up in Dynamics 365, the larger audience namely internal and external salespeople can be trained in groups based on their organizational units, territories, product lines, etc.

Dynamics 365 sales is a highly configurable business application that follows the sales process. Companies can configure their own sales workflow into D365 sales eliminating the need for customizations. Personalization capabilities allow companies to tailor the application experience for sales staff.

At the beginning of the project, the core team can be trained on standard sales functions using an online training platform. The team can then establish tailored sales experiences for different types of sales groups within the organization. The large end-user base namely the salespeople can then be trained on these sales processes. Given the large size of the learner group located in different areas with different schedules, online training platforms can be very useful to provide convenient and cost-effective training.

The unique thing about sales management is user adoption. Salespeople are known to be independent busy driven businesspeople that hardly have time to train on a software package. The more convenient and intuitive the sales training, the higher the adoption. Salespeople should feel empowered to learn what they need to know easily wherever they are.

Microsoft Dynamics 365 Customer Service Training

Customer service is a vital component of any business, as it plays a key role in building and maintaining strong relationships with customers. Without effective customer service, companies risk losing valuable clients and damaging their reputations. Typical roles under this function are customer service supervisors and representatives. Most of these users reside in the office while some work remotely from home. In addition to the internal staff, sometimes companies use 3rd party customer service contractors.

Dynamics 365 Customer Service training covers account management, contact management, activity management, agent management and analytics, case life cycle from creation to resolution, and knowledge management

Dynamics 365 Customer Service training can begin with the core team at the start of the project. To provide consistent and streamlined customer service, end to end case life cycle must be well thought out and configured upfront. The larger audience namely internal and external customer service representatives can be trained in groups based on their organizational units, territories, product lines, etc.

Dynamics 365 Customer Service revolves around a configurable case management process that can be covered by standard training. Sometimes case resolutions demand users to access different systems to find answers. This access can either be automated or handled manually. Thus, customizations in D365 Customer Service tend to be driven mainly due to integrations. In such cases, training content can be extended with custom courses.  

To establish a seamless customer experience, the core team can be trained upfront with standard customer service functions using an online training platform. This training is crucial to design and configuring an efficient and effective case resolution process. The next challenge will be to train a large group of users to provide a quality service to the customers. These users are generally located in different offices under separate organizations. Online training platforms can be very useful to provide consistent and affordable training.

The unique thing about customer service management is the ever-changing nature of customer problems. As new products are introduced, new channels are created, and new markets are penetrated, the customers will have different types of issues. Customer service personnel need to be continuous trained on the latest trends and problems to sustain a high level of customer service.

Microsoft Dynamics 365 Field Service Training

Field service is critical for companies that rely on technicians to service and maintain equipment in the field. It ensures that technicians are efficiently scheduled and dispatched and provides real-time updates on the status of service requests. By streamlining these processes, field service helps companies provide better service to their customers, ultimately leading to increased customer satisfaction and loyalty. Typical roles under this function are field service managers, schedulers, and field service technicians.

Dynamics 365 Field Service training covers account management, contact management, asset management, service agreement management, work order life cycle from creation to completion, and scheduling/dispatching.

Since most service functions are done remotely on the field, the core team needs to be trained at the beginning of the project to create easy-to-use processes for others. Once the work order flow has been set up in Dynamics 365, the larger audience namely field service technicians can be trained in groups based on the organizational, territorial, and product structures.

Dynamics 365 Field Service can be accessed through both a browser and a mobile device. Both interfaces are highly configurable eliminating the need for heavy customizations. Personalization capabilities allow companies to tailor the application experience for field service staff.

An online training platform can be utilized at the start of the project to provide core team members with training on standard field service functions. From there, tailored field service experiences can be created for various service groups within the organization. The end-user base, consisting of a large number of field service technicians located in various locations with differing schedules, can then be trained on these processes. The use of an online platform for training is convenient and cost-effective, given the size and diversity of the learner group

The unique thing about field service management is the remote nature of the work. The field service technicians should feel empowered to do their job effectively and efficiently. The configuration of an intuitive mobile experience and delivery of convenient remote training is important to deliver smooth field service without hampering performance.