MB 910presentation220831

MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
From 19 September 2022 onwards

To install a free trial
To install a free trial

• Go to https://dynamics.microsoft.com/en-us/dynamics-365-free-trial/
• You need an email account that is managed by Microsoft Azure Active
Directory, such as that in a free Office 365 E5 trial.
• If you don't have such an address, then if you enter a non-work email
address, an account and tenant MAY be created for you.
• You only need one free trial of Dynamics 365 to activate all of the apps.
• The trial lasts for 30 days, but you can extend it once by another 30 days.
• Trials will expire if there is no activity for 14 consecutive days.
• You may have another free trial after one expires (and another one
after that!).
• Data will be stored in these regions: Product Availability by Geography |
Dynamics 365 (microsoft.com)
• You can have unlimited users.
• You cannot convert a trial to a production instance.
• To get back in, it used to be http://home.dynamics.com/ , but that isn't working at
time of recording.
• It should now be www.office.com , but that wasn't showing my Free Trial.
Describe Dynamics 365 Marketing capabilities

Types of marketing
• The two primary modules for Marketing (apart from event management) are:
• Outbound marketing, and
• Real-time marketing.
• Outbound marketing includes:
• Social media,
• Website landing pages and forms,
• Event, lead and subscription management,
• Lead scoring and grading.
• Best for B2B marketing automation.
• Real-time marketing includes:
• Scalable customer engagement ("journeys") which are personalized and in
real-time,
• Mobile messaging.
Page 1 of 42
• Both include:
• Automatic segment-based email marketing,
• Basic personalization of content.
1. Describe the process for generating and scoring leads by using marketing forms and
pages
• Leads are people/organizations who might buy your product in the future.
• You can add leads by going to Marketing – Lead management – Leads – "+New".
• You can use existing contacts and accounts as leads.
• The top bar is called a "Business Process flow". Click "Save" to activate the
"Next stage" button.
• You can create your own Business Processes to replace this – click on
Process to do this.
• "Topic" needs to be added manually
• The "Inquiry" stage shows a new lead.
• The "Automated marketing qualifications" stage can be reached
automatically from a lead-scoring model, or advanced manually.
• Other stages are reached as part of the Lead-to-opportunity marketing sales
process.
• You can also "Import from Excel" (or CSV or XML) from your existing lists and then
map to contacts or accounts.
• Leads can also be:
• generated from landing pages or event registrations,
• landing pages can include a form for visitors to enter their contact
details, which are stored in Dynamics 365 Marketing.
• synced from LinkedIn Lead Gen Forms, or
• created by a create-lead tile in a customer journey.
• Scoring models are assessments as to how good a prospect those leads are:
• Marketing – Lead management – Scoring models
• If you are creating a new scoring model, go to the Summary tab, and select
Target as Contact or Account-based leads.
• Contact evaluates that contact only.
• Account evaluates the account and all information/interactions based
on that account's contacts.
• You can evaluate conditions, and give the leads points based on the results of those
conditions.
Page 2 of 42
• You can drag conditions and actions from the Toolbox, or click on the + in the
top-left hand corner.
• If you click on the drop-down in a condition, you can then assign the
condition "Properties".
• Entity for a condition could be "Lead", relating to the account or
contact.
• You can then assign leads "Grades" based on what score they get.
• You can click on Insights to see how many leads are/has been affected by this
Scoring Model (per day – default is 30 days).
• To view grades for this model, go to Related – Lead Scores.
• To view grades for a lead, regardless of the model, go to the lead.
• Lead scores are in the bottom-right hand corner of the Summary tab, and in
the Lead scores tab.
• A dashboard is available:
• Go to My Work – Dashboards and use the drop-down list to select "Lead
generation dashboard".
2. Describe how to target customers by using segments and subscription lists

• Marketing Segments are groups of related contacts which are the target for a
customer journey.
• They are used in customer journeys (used in Dynamics 365 Marketing), but
not used in campaigns or quick campaigns (used in other Dynamics 365
apps).
• They can be viewed by going to Marketing – Customers – Segments
• They can be:
• static – you manually add members, or
• dynamic – members are added based on criteria. They are constantly
updated based on updated contacts and contact info.
• You can show a list of available templates or click "Skip" to start from
blank.
• They can be behavioral segments – based on what the contact did
• They can be demographic (e.g. contact attributes such as location) or
firmographic (Industry, Customer Size, Status, Structure,
Performance).
• After adding a query/behavior block, you can use the search bar to
type in English what category of contacts you would like.
• People who live in New York.
Page 3 of 42
• People who not have an address.
• You can also combine segments to create compound segments. You can use
union, include and exclude.
• Segments need to be live before they can be used.
• Click on "Go Live". It goes from "Draft" to "Live".
• Subscription lists are for mailing lists.
• They can be used in campaigns or quick campaigns, but not in customer
journeys.
• They only contain contacts.
• The contacts include "Bulk Email" which can be "Do not allow".
• They can be used in apps without Dynamics 365 Marketing.
• Segments are only available if you have Dynamics 365 Marketing, but
can be used in other apps.
3. Describe email marketing concepts and processes

• Email marketing messages segments, but with personalization and dynamic content.
• Include name or content based on location.
• To view/add marketing emails, go to Marketing execution – Marketing emails.
• You can drag elements into the template:
• Text, Image, Button,
• Video, Divider,
• Code, QR code and Content block.
• When clicking on a block, you can edit its properties.
• For text, you can click on:
• the … next to Paragraph for formatting option, and
• Personalization to customize it for individual recipients.
• For example, Dynamic content – Contact – No relationship (Contact) –
First Name.
• It is then shown in {{ }} brackets.
• You can also add An A/B test to your email:
• You can try changes in a "B" version compared to the "A" version, including
Subject, From and Body (you can select 1 or many design elements and
change them), to see which is more successful.
• You need to add a To and From.
• The From address needs to be to be authenticated to be used for your
organization.
Page 4 of 42
• You can also set the email type:
• Transaction email.
• This is considered personal, not promotional communications.
• It will only be sent to a contact if their "Email" to be sent is set to
Allow.
• Commercial email (the default)
• It will only be sent to a contact if their "Email" and "Bulk email" is set
to Allow.
• Unlike transaction emails, commercial emails must include a link to a
subscription center.
• Email recipients can go there to unsubscribe, update contact
information, or choose other lists to subscribe to (you can
select which lists are displayed).
• You can Preview and Test:
• Change the screen size or (once set up) email clients.
• Change the Preview contact.
• In the top-right hand corner (you may need to click on the …), you can do a "test
send" or "Send now".
• When you have finished, you can "go live" to allow it to be part of the journey.
• You can choose to include a link to a "forward to a friend", which forward that
emails to someone else.
• Go to Personalization – Dynamics content – ContentSettings – No settings -
ForwardToAFriend
• A dashboard is available:
• Go to My Work – Dashboards and use the drop-down list to select "Email
marketing dashboard".
4. Describe the process of automating marketing activities by using customer journeys

• Customer journeys are a path for interactive marketing. If successful, it will result in
a sale.
• You can view them by going to Marketing execution – Customer journeys.
• New customer journeys can include:
• Sending an Announcement using marketing links.
• Onboard new customers with emails at regular intervals.
• Send event invites, reminder emails and "thank you"s after the event.
• Leads to sales calls for high value deals.
• Monthly newsletters for a year, sent on weekday afternoons, and
Page 5 of 42
• Simple emails.
• (You can also press Skip to start from blank.)
• As part of the journey, you can:
• Send an email,
• Add conditions (if/then branches) or Split the branch into two.
• Wait for a duration, or until a particular date/time.
• Create leads, appointments, phone call, or tasks, and more.
• You need to define an audience.
• It could be a Segment/Subscription List,
• "Inclusion" means add these contacts/accounts.
• when contact information is updated, or
• When someone submits a form.
• You need to "Go Live" to enable the journey.
• You can monitor journeys in the "Customer journey" subarea, or by going to
My Work – Dashboards, and using the drop-down list to go to "Marketing:
Customer journey dashboard".
5. Describe event management features and capabilities including Microsoft Teams

webinars
• A customer journey involves an in person or remotely-presented event. You can view
it in:
• Outbound marketing – Event management - Events, or
• Event planning – Event - Events
• All the records and resources required can be managed in Dynamics 365 Marketing
events:
• Date, time, goal (marketing, sales, education or morale),
• Teams streaming:
• Using Teams Webinars, Meeting, Live Event or third-party webinar
provider
• Agenda, speakers and sponsors,
• Website and registration form,
• Registration, check-ins and cancellations.
• Event planning also allows you to set up:
• Venue management
• Buildings, rooms and layouts
• Logistics
Page 6 of 42
• Event Vendors, Hotels, and Hotel Rooms.
• Sponsorship management
• Post event – Leads
• You can also use the Event management dashboard:
• Go to Outbound marketing – My Work – Dashboards and use the drop-down
list to select "Event management dashboard".
5a. Describe real-time marketing concepts
• With real-time marketing, you can start interacting with your customers based on
what they do, when they do it.
• Trigger-based customer journeys:
• Trigger-based customer journeys start based on customers actions, and allow
for emails, text and push notifications to be included.
• Click on “Event-based” journey type.
• Select your event trigger.
• This could be for things such as using a shop’s Wi-Fi, or visiting a
shopping site, and adding items into a shopping basket. You can use
the Abandoned cart or Purchased completed trigger after an
incomplete or successful sale.
• You can select whether customers can repeat this journey as many
times as the event happens, or it could only happen once per
customer, or it could reoccur after a time period.
• You can also select a start date and time. The journey will not occur if
the event happens before this time, or if the journey is still in Draft.
• You can then select a success metric or “goal”.
• Your goals can be:
• Drive a purchase,
• Engage customers,
• Increase loyalty,
• Onboard new people,
• Send a general notification, or
• a Custom goal
• and it is successful when a certain percentage or number of
customers have completed an action (including opening at least one
message or clicking on at least one link) or activated a different
trigger.
• You can then define the "End" or Exit criteria.
Page 7 of 42
Describe marketing-related apps
• Customers will exit the journey when they finish all the steps in any
branch. However, you can select alternative exits, such as when a
particular event occurs, or when they become part of another
segment (for example, they have unsubscribed from your emails).
• You can then define your journey. For example, when a contact is created,
you could:
• "Send an email", and select the appropriate “Send to” field.
• You could add a branch. Click the “Branch off this” field, and set the
“Wait for” limit for “Email opened” to (for example) 2 days. If they
have opened the email in that time, they will then go down the “Yes”
branch; if not, they will go down the “No” branch.
• You can then “send a text (SMS) message”, “add a wait” for a day, and
then send a “final push notification”.
• Once you have completed your journey, you can save it and Publish it.
• Make sure that anything which this journey relies on (such as emails,
text messages, push notifications and triggers) is “Ready to send”.
• The journey cannot be modified after it is published.
• Custom triggers:
• You can also create a custom trigger, which is your trigger. It needs code to be
included in systems to allow the trigger to work.
• Triggers will be created in the Real-time marketing - Triggers.
• Click on “New trigger”.
• Add title and description.
• Attributes, which have a name and a data type (number, text, date/time, and
true/false).
• Special attributes.
• Customer data - either a Dynamics 365 contact or lead, or a
Customer Insights profile. This is referred to as authID.
• contactpoint_email and contactpoint_phone. - these are
used in when connecting to a Customer Insights profile, and are used
if the full Customer Insights profile is not available.
• You can then integrate code (by using the link in the app, or downloading it)
in the other system (for example, the “connecting to wi-fi” system).
• The trigger can be integrated using JavaScript (for the web), C# or Python
(code), or using the Apple or Android software development kits (SDK).
• Once the integration has been included and verified, the trigger will be
marked as “Ready to use”.

6. Describe the capabilities of Dynamics 365 Customer Insights including Audience
Insights and Engagement Insights
• Customer Insights allows you to:
Page 8 of 42
• Bring together and transform your customer data from various data sources,
• Expand it with audience intelligence ("enriched data"),
• Create personalized customer experiences.
• Including profiling customers, automation, and building Power Apps
using insights from Customer Insights.
• Try for free by going to https://dynamics.microsoft.com/en-us/ai/customer-insights/
• Prices start at $1,500 per tenant per month.
• Sign in using an Azure Active Directory user account.
• You may need to change the environment to see demo data.
Audience insights:
• Add (ingest) data using:
• Power Query connections,
• a Microsoft Dataverse managed lake, or
• a Common Data Model folder in an Azure Data Lake Storage Gen2
account.
• Go to Data – Data sources – Add data source.
• Map, match and merge the data sources together.
• Go to Data – Unify
• Add "enrichment providers" to expand your customer data
• Go to Data – Enrichment.
• Use AI and machine learning out-of-box models:
• Go to Intelligence – Predictions
• B-to-C
• Customer lifetime value,
• Potential revenue
• Product recommendations,
• Looking at customers with similar purchase patterns
• Subscription churn,
• Chance the customer no longer purchase your
subscription product/services in a period of time.
• Sentiment analysis
• Customer feedback and other business aspects
• B-to-C or B-to-B transactional churn
Page 9 of 42
• Chance the customer no longer purchase your
product/services in a period of time.
• Add transactional and activity data
• Go to Data – Activities.
• Build measures. Go to Measures. Templates include:
• Average/total transaction value (ATV)
• Average daily/yearly revenue
• Transaction count
• Loyalty points earned/redeemed/balance
• Active customer lifespan
• Loyalty membership duration
• Time since last purchase
• Create segments.
• Based on the enhanced/enriched data.
• Export the data.
• Connect to Engagement Insights, or other Dynamics 365 apps.
7. Describe the capabilities of Dynamics 365 Customer Voice

• Dynamics 365 Customer Voice allows you to capture feedback.
• It is built on Microsoft Forms. It is the new name for "Microsoft Forms Pro".
• It can be used for communicating with customers, advertising new services or
products, or getting feedback for customer satisfaction.
• You can create up to 400 surveys, with up to 20 questions per survey, and up
to 500,000 responses per survey.
• Customer Voice can be tried for free by going to https://dynamics.microsoft.com/en-
us/customer-voice/overview/
• You can have up to 100 survey responses during the trial.
• Unlike Dynamics 365 Marketing, you can only have 1 trial, and it cannot be
extended beyond 30 days.
• Price is $200 for 2,000 survey responses per tenant/month. 2,000 survey
responses per tenant/month is included with 7 different Dynamics 365
products, including Dynamics 365 Marketing.
• Projects contain surveys, satisfaction metrics, email templates, Power Automate
flows and reports.
• To create a new Project, go to All projects tab (on the left-hand side) – New
project (top-right).
• Templates include:
Page 10 of 42
• Periodic customer feedback, and Support
• This include customer sentiment and satisfaction metrics.
• Order delivery
• This includes Customer satisfaction, Net Promoter Score (customer
loyalty), and Product sentiment.
• Service visit (following a customer visit)
• This can be integrated with a customer visit record as scheduled in
Dynamics 365 Field Service.
• This include customer sentiment and satisfaction metrics.
• Blank.
• You can rename, copy, update (from another version), share and delete projects by
clicking on the … next to the project.
• To create a new survey, go to a project, and click New survey (left-hand pane).
• To add new questions, click the "Add new" and select the question type.
• Question types include:
• Choice, using
• multiple radio buttons or a drop-down list for single-answer
questions, and
• check boxes for multiple-answer questions.
• Text (one-line or multiple lines for "Long answer")
• Can click on … - Restrictions, and restrict to number, email and
custom (regular expression).
• You can format the text – for example, bold, italic, underline, color
and font.
• You can also add variables to customize it – for example, FirstName.
• Rating – stars, numbers (up to 10 levels) or smiley symbols (up to 5 levels)
• You can click on … - Label, and add labels for the numbers/stars.
• Date
• Ranking – rank items in order.
• Likert – a list of single-answer questions and rating scales
• e.g. very dissatisfied to very satisfied.
• File upload – up to 10 files each up to 1 Gb in size.
• For internal sharing only.
• Customization – Satisfaction metrics – Net Promoter Score
Page 11 of 42
• "How likely are you to recommend our product…" on a scale of 0 to
10:
• Detractors 0 to 6,
• Passives 7 or 8 and
• Promoters 9 or 10.
• Net Promoter Score is the % of promoters minus the % of detractors.
• Customization – Satisfaction metrics – Sentiment
• Uses Artificial Intelligence to analyse text responses into Positive,
negative or neutral sentiment.
• Customization – Satisfaction metrics – Customer Satisfaction (CSAT)
• Scale of 1 to 5.
• Customization – Satisfaction metrics – Custom Score
• You can get points and weights to various questions.
• You can add a header/footer (toggle at the top or bottom, and buttons down the
top-left for the header).
• You can add a post-survey message:
• In the Design tab – Post-survey message section at the very bottom.
• You can add a section break, which splits the survey into multiple pages.
• Sections can be duplicated, removed or moved.
• You can add logic
• You can show or skip questions based on the answers to the current or
previous questions by clicking on Add logic.
• If the survey is multilingual, respondents can choose their preferred language in the
top-right hand corner of the survey.
• Additional languages can be added in Customization – Languages.
• You can go to Customization – Branding.
• You can change the theme color, header/body fonts and have an image as a
background (4:3 ratio using bmp, gif, jpg or png).
• You can go to Customization – Formatting:
• Show/hide survey progress bar,
• Show/hide question numbers, and
• Shuffle questions.
• To preview a survey, click on Preview (at the top).
• You can preview it as it is shown on a desktop or mobile.
• Surveys can be sent by going to the Send tab:
Page 12 of 42
Describe the Dynamics 365 Sales lifecycle
• Using the email survey link,
• Using Power Automate and a business trigger, such as:
• Case resolved in Dynamics 365,
• Lead qualified in Dynamics 365,
• Order fulfilled in Dynamics 365,
• Work order completed/closed in Dynamics 365.
• Button clicked in Power Apps,
• Embedded in a webpage,
• Copy a link,
• Send a QR code,
• It can also be sent from Dynamics 365 (by clicking "Send Survey").
• An admin must have the "Send Customer Voice survey from Dynamics 365"
app installed in your environment.
• Survey responses can be analysed in the Reports section (on the left-hand side):
• Satisfaction metrics report, and
• Survey response reports.
• You can also add alerts (Reports on the left-hand side – Create alert rule).
• For example, alert me if customer satisfaction (CSAT) goes below 4, or
Customer sentiment is Positive.

8. Describe leads and the process for qualifying leads
• Leads may lead to sales.
• They can be existing clients, or someone new.
• They can be acquired from:
• Business cards
• They can be scanned to fill in the details, if your company has an AI
Builder license.
• Advertising,
• Employee or External Referral,
• Partner,
• Public Relations,
• Seminar,
• Trade Show,
Page 13 of 42
• Inquiries by phone, email or contact forms on websites,
• Word of mouth,
• Posts on social media,
• Email campaigns, and
• Mailing lists.
• To create a new lead, go to Pipeline – Leads – New and enter the details.
• You can also add notes or activities in the Timeline section.
• You can also add stakeholders in the Stakeholder section.
• Such as Employee, Former Employee, Colleague, Referral, Child,
Spouse/Partner, Champion, Decision Maker, Stakeholder, Influencer,
and Technical Buyer.
• In the Details section, you can add Industry and Preferred Contact methods.
• Leads need to be qualified.
• Qualification just means determining whether they are a good lead, or one
which will not go anywhere.
• You can determine this by getting information.
• Do you have the product they want, and within their budget?
• In the Qualify section, add:
• Purchase Timeframe (Immediate, This Quarter, Next Quarter, This
Year, Unknown),
• Estimated Budget, and
• Purchase Process (Individual, Committee or Unknown),
• Whether you have identified the Decision Maker, and
• Your Summary Description.
• If you decide that a lead is qualified, then click:
• Qualify (at the top), or
• Next Stage (in the Business Process).
• Note:
• You may need to create an opportunity when the lead is qualified.
• If your system administrator has set "Create Account, Contact, and
Opportunity records by default upon qualifying a lead" to Yes, then they are
automatically created from the Company, First/Last Name, and Topic.
• If the lead is not viable, then click on Disqualify:
• You can select Lost, Cannot Contact, No Longer Interested and Cancelled.
• The differences between Disqualify and delete are:
Page 14 of 42
• You will still have the data if you disqualify.
• You can re-activate the record at a later date, if you want.
9. Describe the opportunity management process

• Opportunities are leads which may lead to sales.
• They can be associated with a salesperson.
• To add an opportunity:
• Qualify a lead, or
• Go to Opportunities – New.
• In Pipeline – Opportunities, you can see the Deal manager workspace. It includes:
• An overview (various metrics).
• These metrics can be edited by clicking on List/Combo – Edit metrics.
• The deal tracker and Sales funnel charts.
• These can be hidden by clicking on Combo and selecting List.
• The individual opportunities.
• For an individual opportunity, you can:
• Edit the name (by clicking on the pencil icon),
• Change the Rating (Hot, Warm and Cold),
• Forecast sales revenue,
• Add a potential close date,
• If you don't, it may default to 1 January 1970 in some graphics.
• Add a probability for the sale to occur (a number from 0 to 100 – no % sign).
• If you click on the opportunity, you can add contacts, notes, tasks, and
activities.
• By clicking on the Expand icon (square and arrow point up and right), you can view
more about the opportunity.
• You can view data added as a lead.
• Add contacts, notes, tasks, and activities.
• Add people to the Sales Team (bottom-right of the form) by clicking on the …
and Add "New Connection".
• You can click on the drop-down button on the top-right hand corner and add
the Estimated Close Date and Revenue.
• In the Product Line Items, you can:
• Select a Price List.
• Click "Add products" to add items.
Page 15 of 42
• You can also go to the "Write in" tab to add your own, ad hoc,
products.
• You may be able to Override the price in the Price List by double-
clicking on it.
• To re-order the products, check a product, then … and Move
up/down.
• Implement a discount (% or in currency) and Freight Amount (in currency).
10. Describe the quote lifecycle

• To create a quote, go to the Quotes tab and click "New quote".
• It then adds items from the proposal.
• Prices and quantities can be edited by clicking on them.
• You can also add additional products
• By clicking on "+ Add products", or
• By going to "Get Products", and getting them from another
opportunity.
• You can "Look up Address" to add addresses from other contacts.
• If you click "export as PDF", you can:
• Download,
• Email, or
• Save to Dynamics.
• There are two templates to use – Print quote or Quote Summary.
• You can then "Activate Quote"
• This then saves it in a read-only format.
• To edit it, click on "Revise".
• This retains the previous version, but creates a new version with a
new revision number.
• Once activated, you can click on:
• "Create Order" to mark this Opportunity as "Won",
• After which, it can no longer be revised.
• "Close Quote" to mark it as "Lost", "Cancelled" or "Revised".
• Quotes and Invoices can be seen in the Collateral section.
• If you can't see them in the trial version, click on "Sales trial" at the top, and
then "Sales Hub".
• It is based on the same data, but with different views.
• At the end of an opportunity, click "Close as Won/Lost".
Page 16 of 42
Describe sales-related apps
11. Describe sales pipeline forecasting concepts
• You can view the Forecast category for an opportunity by clicking on it and looking at
Forecast Category:
• Pipeline – just started to work on it. Low probability of winning this.
• Best case – started to talk to customers, or has issued a quote. Moderate
probability of winning this.
• Committed – customer will close the deal.
• Omitted – exclude from forecast.
• Won/Lost – don't choose this manually. It will be shown when you click
"Win" or "Lost".
• You can view a summary of it in Performance – Forecasts
• If you can't see it in the trial version, click on "Sales trial" at the top, and then
"Sales Hub".
• The default is the "Fiscal period forecast". Additional templates are available
in App Settings – Performance Management – Forecast Configurations.
• The top half shows a summary of the different categories:
• Forecast = Won + Committed.
• Omitted and Lost are not shown.
• You may be able to change the period in the top-right hand corner.
• In the Underlying Records, you can click "Show as Kanban":
• This divides the records up into the Forecast Categories.
• The opposite is "Show as Table".
• You can also change the view you are looking at by clicking on the drop-down
next to the view.

12. Describe capabilities of Dynamics 365 Sales Insights
• There are various Dynamics 365 Sales Insights which are:
• included as part of the standard Dynamics 365 Sales Professional, and
• enhanced or extra in the Dynamics 365 Sales Enterprise (in a limited form) or
Premium (not limited).
• Premium costs about double the Professional price.
• Go to Sales Insights settings – Overview – Supercharge your sales with
Premium to try this.
• The standard Insights include:
• The Sales accelerator allows you to:
Page 17 of 42
• Engage with customers using and get data from multiple channels,
• Reduce time to search for your "next best customer",
• The [Opportunity] Assistant can provide you messages, such as:
• Notifications about upcoming and past-due items and events,
• Suggestions based on AI ("Insight").
• Emails with positive/negative sentiment, ways to prioritize and
cross-sale suggestions.
• The Premium version allows you to use Power Automate and
Assistant Studio to create custom insight cards.
• [Back] Auto-capture from Exchange as the server and Outlook as the mail
client
• Suggest customer activities by analysing emails and meetings.
• The premium version also gets contacts from a salesperson's
communications.
• Email engagement
• See when people open your messages (and receive an alert for this)
or attachments, click on links, and send replies.
• Schedule email delivery
• including being advised when may be the best time.
• Choose the most effective message template.
• based on previous email interaction history.
• Set alerts for follow-ups, and
• Review the full history of a message.
• Premium Dynamics 365 Sales Insights include:
• Notes analysis
• Get suggestions based on descriptions provided in activities
(appointments, emails, phone calls, tasks, notes, posts or custom
activities).
• For example
• "shall I set up a meeting/phone call with this contact?"
• Let me introduce you to another contact.
• Create Task: Prepare contract.
• Create Task: Confirm a meeting.
• Create Task: Send the code for the meeting.
• Relationship analysis,
Page 18 of 42
• Answer questions such as:
• Which opportunities should I prioritise?
• How much time have we spent with a customer?
• When did we/when are we going to contact them?
• How many emails/meetings have we had?
• How many activities were initiated by the customer?
• What was our response time?
• From this, the Relationship Analysis creates:
• Activity history, KPIs, Health score and health trend for
contacts, leads and opportunities.
• Activity history, KPIs for accounts.
• Talking points
• What are customers'…?
• Latest entertainment event that they watched,
• Favorite sports or games,
• How is/who are their family
• Vacations or holidays taken.
• Predictive lead scoring and Predictive opportunity scoring
• The AI assigns a Lead or Opportunity score between 0 and 100 for
how good a lead this may be.
• This is updated every 24 hours.
• It is ranked into Grades A to D. System administrators can
change the boundaries for the grades.
• Lead Score Trend – how it is doing over time. Improving,
Declining, Steady or Not enough info.
• If you go to a lead, you will see in a separate section the
reasons why this Lead Score is calculated.
• They are in a strong industry.
• Budget is lower/higher than average.
• They have been in a successful campaign.
• This opportunity has been open for X days – most of
the won opportunities spent less that Y days at this
stage.
• If you click "Details", you can see more details in the Lead
score pane.
• Premium forecasting (elsewhere known as Predictive forecasting)
Page 19 of 42
• Uses AI-driven model to look at historical data, and the sales pipeline,
and predicts future revenue.
• Need to have open opportunities with Estimated Value and
Estimated Close Date.
• Need to have at least 10 closed opportunities with Estimated
and Actual Value and Close Date.
• Creates a snapshot, trend chart (graph of forecast over time), and
flow chart (how it changed between two points of time, e.g. Best case
-> Committed)
• Not available in all countries (Currently USA Government Community
Cloud, France and India).
• Who knows whom
• This is taken from communications and collaboration patterns of
users
• Shown in Contacts and Leads.
• Not available in all data locations – available in Austria, Finland,
France, Ireland, Netherlands, Asia Pacific and Americas.
• You can also build:
• Segments – group your customers together based on geography, behavior, or
transactions.
• Measures – create calculated numerical values such as Total transaction
value or Average daily revenue.
13. Describe capabilities of LinkedIn Sales Navigator

• LinkedIn Sales Navigator allows you to:
• Find people, companies and leads,
• Message anyone in LinkedIn (not just connections),
• Connect to packages such as Dynamics 365.
• Within Dynamics 365, the LinkedIn Sales Navigator Lead control shows:
• Top Card
• Someone's name, headline etc. It also allows you message the person,
or add them as a lead.
• News (Icebreakers)
• Highlights, activities, conversation starters
• Connections (Get Introduced)
• Mutual connections – get a warm introduction
• Related leads
Page 20 of 42
Describe Dynamics 365 Customer Service components
• Similar people who might be stakeholders
• The LinkedIn Sales Navigator Account shows:
• Top Card
• Company name, industry, location etc.
• News
• Connections
• Recommended Leads
• Administrators must enable it for the company.
• Go to App Settings - LinkedIn integration
• Then you would need CRM Sync and Data Validation turned on in LinkedIn
Sales Navigator.
• It enable leads to be synchronized from LinkedIn to Dynamics 365.
• To use LinkedIn Sales Navigator, you need Dynamics 365 Sales Professional or above.
• LinkedIn Sales Navigator is included with Microsoft Relationship Sales (MRS).
MRS also includes Dynamics 365 Sales Enterprise.
• This includes at least 10 MRSs licenses, and requires an Enterprise
Commercial Agreement (at least 500 licenses of any Microsoft
product).

14. Describe Knowledge Management
• Knowledge articles can address problems your customers may face.
• You can create/view/edit Knowledge articles by going to Knowledge –
Knowledge Articles.
• You can search them by going to:
• Knowledge – Knowledge Search, or
• in a case, Knowledge (on the right-hand side of the screen) and
searching. By default, the case title will be entered into the search,
• on a portal (website), when a customer is opening a new case
("suggested topics").
• You can create them from:
• Blank (New),
• previously created templates, or
• cases.
• The creation process includes:
Page 21 of 42
• Creating the content.
• Add a title, description and keywords.
• Keywords are used when searching the Knowledge base. Separate
keywords with commas.
• Keywords and description suggestions may appear, if your
administrator has enabled this.
• This is done in a designer, which includes:
• Styles, Font, Font Size, Bold, Italic, Underline,
• Foreground and Background colors,
• Bulleted and Numbered Lists,
• Indent and Outdent,
• Quotes,
• Left, middle, and right aligned,
• Hyperlinks,
• Superscript, subscript and strikethrough,
• Images and Media
• Tables,
• Collapsible sections (useful if you have a lot of headings, and the
person reading might not need all of them), and
• DIV containers (for HTML).
• You can view it an a graphical or HTML designer, and you can preview it.
• You can also add attachments.
• You can also translate it by going to Translate at the top of the screen.
• Once created, you should mark it for review
• The Primary Author is the person who is going to maintain it. By default, that
is the article creator.
• Change the Summary – Status Reason to Draft.
• Then the review reviews it, and either approves it or rejects it.
• Not everyone can review – they need to have Approve permissions.
• If it is rejected, you can then update the content.
• Once it is approved, you can:
• relate it to another article or a product.
• publish it
• It can also have an expiry date.
Page 22 of 42
• Once created, you can update an article by create major and minor versions.
• They will then need to be re-reviewed and published.
• You can use the "My Knowledge Dashboard" for an overview of your articles.
15. Describe the case lifecycle including service-level agreements (SLAs) and
entitlements
• Cases are data from customer problems.
• Some places call them incidents or tickets.
• To view cases:
• Go to (in the Customer Service Hub) Services – Cases.
• You can start a new case by going to "+ New".
• They can come from:
• Phone calls,
• Emails,
• Contact forms on website,
• Social media, such as Facebook or Twitter, or
• The Internet of Things (IoT).
• They include:
• Subject, Contact and Product,
• Case type (Question, Problem or Request),
• Any other recent cases.
• You can also work through an Agent script
• See right-hand side, when you are in the Customer Service workspace.
• They can be edited/added in the "Customer Service app" - Service
Management – Agent Scripts.
• You can also use this area to add/edit Subjects (Service Management –
Subjects).
• You can assign a case:
• by clicking "Apply Routing rules" or "Save and Route", to use routing rules
which you have already created to automatically assign them.
• to someone by clicking "Assign", or
• to a queue for someone else to pick up.
• You can "Convert To – To Knowledge Article".
• Cases can be:
• Resolved – either "Problem Solved" or "Information Provided"
Page 23 of 42
• Cancelled – no longer assignable,
• Merged – combined with another case about the same issue
• Assigned – to another member of your team.
• Escalated (change the Priority – top right of the screen)
• the source of a "Create child case".
• Service-level agreement (SLA), and Time remaining to resolve the case. SLAs
include:
• An amount of time to the first response, and
• An amount of time to the last response.
• SLAs may optionally be paused and resume.
• SLAs need to be activated before they can be used.
• A case can reduce a client's Entitlements.
• This is an amount of support a client can have.
• Entitlements are calculated in "terms" (number of cases or hours).
• In Service Management – Service Terms – Entitlements, you can set:
• The Primary Customer,
• Start and End Dates,
• The SLA,
• The allocation type (cases or hours),
• If cases, when to decrease – when the case is created or resolved.
• Types of channels available for entitlements (e.g. phone for 40 hours
and email for 60 hours)
• Restrict Products for the entitlement
• Click "Add New Product" and select the existing product.
• If you don't select a product, then the entitlement will be for
all products.
• Restrict Contacts for the entitlement.
• Click "Add Existing Contact" and select the existing Contact.
• If you don't select a contact, then the entitlement will be for
all contacts of the primary customer.
• Entitlements need to be activated before they can be used.
• After it has expired or cancelled, you can renew an entitlement.
• This creates a new entitlement, where the Status is "Draft".
• The new start date will be the current date.
Page 24 of 42
• The new end date will be the current date plus the old
duration.
• Data in other fields will be as per the previous entitlement.
• The expired or cancelled entitlement will not change.
• For a particular case, you can choose not to count this as a use of an
entitlement by going to "Do not decrease entitlements".
16. Describe how to use queues to manage work

• Queues are containers which store things which need to be completed or actioned.
• Go to (in the Customer Service Hub) Services – Queues.
• It is a list of questions, problems and requests needed to be actioned.
• You can sort queues by queue name, title, who is working on it, or when it
entered the queue.
• Different queues can be set up:
• For structure, such as first, second or third tier support
• For business process, such as Service Level Agreement.
• To set up a new queue, go to Service Management area – Case Settings – Queues –
New.
• You need to be Sales/Marketing/Customer Service Manager or System
Administrator.
• Queues can be:
• Public – all of the company can see it, or
• Private – only some of the company can easily see it (it does not stop the
entire company from seeing it).
• To give an item in the queue to someone, select the item and click "Assign".
• You can create "routing rules" to automatically route cases to queues.
• This can be used for cases which have been automatically created from
incoming email and social media.
16a. Describe Omnichannel for Customer Service

• Omnichannel for Customer Service allows you to use the following channels (which
can enabled/disabled by your administrator):
• Chat. This can include Power Virtual Agents, which can use chat bots, and
escalate to a live agent if necessary. https://docs.microsoft.com/en-
us/dynamics365/customer-service/set-up-chat-widget
• voice calls using a public switched telephone network (PSTN),
• text/SMS messaging channels, by integrating with TeleSign
Page 25 of 42
• Microsoft Teams using the Omnichannel Add-in for Dynamics 365 Customer
Service, and
• Social media channels: Facebook, Twitter, Apple Messages for Business,
Google’s Business Messages, LINE, WhatsApp and WeChat.
• These are available for Dynamics 365 Customer Engagement or Customer Service
Enterprise that were purchased through the Microsoft 365 admin center. They are
also available through the Customer Service trial.
16b. Describe historical analytics
• Historical analytics allow managers to see how you are serving your customers.
• It includes KPIs and visual breakdowns, together with AI-generated insights on cases
and topics which go to overall trends.
• These analytics are only available if your administrator has enabled them (in
the Customer Service Hub - Service Management area - Settings - Insights -
Customer Service historical analytics - manage, and see the Status toggle).
• To access it, go to Service - Customer Service historical analytics, or go to the + icon,
and select Customer Service historical analytics.
• Summary tab - an overview.
• “KPI Insights” shows subjects which impact performance, including CSAT
correlated with priority, volume and channel, and open cases and queues.
• “Topics to watch” shows topics which rank high in Negative CSAT impact,
Volume Driver, and number of new cases.
• “Incoming cases” show number of cases created, and “active cases” show
open cases.
• “Escalated cases” show percentage of cases which have been escalated.
• “Average resolve time” show average time taken by an agent to resolve a
case.
• “Average CSAT” and “Average survey sentiment” show average customer
satisfaction score and sentiment score based on Customer Voice surveys.
• There are also the following metrics, with blue indicators showing a positive
percentage change, and red showing a negative percentage change:
• Case volume by status
• Incoming cases by channel
• Open cases by priority and by age
• Average CSAT trend - year-over-year trend
• Average survey sentiment - year-over-year CSAT from Customer Voice
responses
• Top 10 volume topics (calculated by AI)
Page 26 of 42
• Emerging case volume by topic (based on increase in volume,
calculated by AI).
• Case metrics by channel, and
• Case metrics.
• The agent dashboard shows:
• Active and resolved cases,
• Escalated cases,
• Average resolve time,
• Average CSAT, and
• Average survey sentiment
• Case volume over duration - day-over-day trend.
• Average resolve time - month-over-month comparison of resolution time in
minutes.
• CSAT and survey sentiment by agent
• Agent metrics
• You can drill down to individual agent performance on metrics, by selecting a metric
value and selecting “Details”.
• The Topic dashboard

• It starts with Key Insights:
• Topics impacting CSAT,
• Topics impacting resolution time, and
• Topics impacting survey sentiment
• It has these KPIs:
• Incoming and active cases,
• Escalated cases (percentage),
• Average handle time - to resolve the case,
• Average CSAT and sentiment.
• It has the following metrics per topic and overall:
• Total and active cases,
• Volume and volume change – percentage of cases per topic,
• Escalated and resolved cases,
• Average case age in days and average resolve time in hours.
• Average CSAT and sentiment
Page 27 of 42
• CSAT and sentiment impact - how much a particular topic is driving
the overall CSAT and sentiment trend.
• You can also drill down to individual agent performance on metrics, by
selecting a metric value and selecting “Details”.
• You may also see a table for unified routing, if it has been installed on your Dynamics
365 workspace.
• It shows:
• Records routed using unified routing,
• Number of Routing attempts,
• Number of records that were successfully routed in the first attempt.
• Percentage of records that were transferred to another agent/queue.
• Day view of routed records.
• Percentage of sessions transferred out, and
• Top 5 skills required by the routed records.
• You can also select a queue in “Routing metrics by queue”, and select Details
to drill-down.
• In the “Routing metrics by date”, you can select a date and select Details to
view the routing metrics by hour.
24. Customer Service Dashboards

• Connected Customer Service Dashboard
• Used with Internet of Things.
• Customer Service Manager Dashboard
• Active Cases by agent, by SLA status over the week, and by priority; cases by
queues, and entitlements
• Customer Service Operations Dashboard
• Resolved cases and cases opened by origin and by priority
• Customer Service Performance Dashboard
• Active cases by SLA Status over the week, by priority, by agent, by incident
type, by date created, and resolved cases
• Customer Service Representative Dashboard
• My Active Cases by origin, and by priority per day; my resolved cases by day,
in number and average billable time; my active goals; and my activities
• Customer Service Representative Social Dashboard
• My Active Cases by SLA status by day over the week; all cases by incident
type and by priority; cases resolved over the last 7 days; and my activities
• Knowledge Manager
Page 28 of 42
Describe Dynamics 365 Field Service capabilities
• Proposed Articles; Draft and Expired Articles Needing Review; Most Popular
and Highest Rated Articles
• My Knowledge Dashboard
• My Active Articles, Articles by Subject, Owner and proposed or published
• Tier 1 Dashboard
• Active cases, my resolved cases, my draft emails and my activities
• Tier 2 Dashboard
• Active cases, cases by priority and by product, case mix by incident type and
by origin, and cases resolved by day

17. Describe the work order lifecycle
• The work order lifecycle:
• It starts with the creation of the work order.
• It is created from a case, an opportunity, you might enter it manually,
or it might be automated.
• If entering manually, add:
• Service Account – The Billing Account will be automatically be
added.
• This will populate fields such as the Location, email and
Price List.
• Work Order Type, such as Diagnosis and Repair, Heat Bed
Sensor Failure, Maintenance request and Service Call.
• Primary Incident Type
• This is akin to a work order template. This will populate
the following, but not necessarily immediately:
• Default Work Order Type,
• Required Products,
• Required Services,
• Service Tasks, and
• Skills/Characteristics.
• Priority
• Work order status: unscheduled.
• Note: Up until late 2021, this would read "Open –
unscheduled", but has now been changed.
• You then need to schedule it.
Page 29 of 42
• Click "Book" (at the top)
• Resources and a date and time are assigned.
• Work order status: [Open – ]scheduled.
• It is then dispatched.
• The Field Agent is automatically notified of the work order, and may
review and decline or accept it.
• Notifications would need to be enabled beforehand.
• Work order status is unchanged.
• The service is then done.
• The work is carried out by the Field Agent.
• Actual Arrival Time is updated when the technician clicks
"Arrived".
• Afterwards, the work order status becomes [Open – ]completed.
• The Supervisor then reviews that the work and information are all correct.
• The work is carried out by a manager or field supervisor, and maybe
by accounting.
• Change the work order status to [Closed – ]Posted.
• Then an invoice is created, any inventory adjustments are made, and any
applicable products are converted into equipment.
18. Describe capabilities of the Inspections feature

• Inspections are virtual forms that technicians can use as part of a work order. They
can include:
• Safety protocols,
• Pass/fail tests,
• Interviews,
• Audits and assessments.
• Inspections can be set up in Settings – Work Orders – Inspection Templates.
• You can divide inspections into different pages.
• Inspections can include:
• Text boxes – free form response.
• Checkbox – allow for multi-select answers,
• Radiogroup – allow for single answers (using radio buttons),
• Dropdown – allow for single answers (using drop down boxes),
• Entity lookup – choose a Dynamics 365 entity and attribute
Page 30 of 42
• Number
• Date Time
• Upload a file, or take/choose a picture
• Matrix (a grid of questions).
• Click the wheel to go to "Advanced" (Settings).
• You can also clone, delete, edit the question, and mark as Response
Required.
• You can preview and translate the form.
• You can Publish the form to use it.
• Once published, it cannot be edited.
• You can also generate a new Service Task Type from it.
• You can then add the new Service Task Type into a Work Order.
19. Describe customer asset management and preventive maintenance processes

• Customer assets are equipment that you need to inspect, maintain, monitor and
repair.
• Customer assets are shown in Assets – Assets.
• You can add:
• A name,
• Category – function, model etc.
• Product – from your Product Catalog.
• The Product Catalog is shown in Settings – Products.
• Service Account
• Functional location – for example, Contoso Building, Third Floor,
Printer section
• Parent Asset – an asset may be part of a bigger asset.
• You can add Work Orders for a Customer Asset.
• Preventive maintenance can be done through Service Delivery – Agreements.
• The "Booking Setup" can auto-generate Work Orders, with a:
• Work Order Type,
• Priority,
• Estimated Duration, and
• Time and Resource preferences.
Page 31 of 42
Describe Dynamics 365 Field Service scheduling capabilities
20. Describe resource and scheduling processes
• Resources can be created by going to Resources – Resources.
• Resources include:
• Account or Contact – not in your company, such as subcontractors, but needs
to be able to be scheduled.
• User – a person in your company, such as a frontline worker.
• Equipment – for example, a tool or machine
• Crew – a group of resources which are scheduled together
• Facility – a building or similar
• Pool – a group of similar resources. You can book a "pool", and then later
choose what resource from the pool you want to schedule.
• They can have attributes, such as:
• Characteristics – skills, certifications, or security clearance – e.g. Circuit Board
Expert,
• Categories – roles and titles, e.g. Circuit Board Technician,
• Territories – where a resource does work – e.g. Mid West branch,
• Organizational Unit – a team, an office or location – e.g. Contoso United
States,
• Location – Chicago Metropolitan Area
• Start and end locations shows where they are at the beginning and
the end of the day.
• Location agnostic means that the location is irrelevant
• Display on "Schedule board"? (Yes/No).
• Enable for "Availability Search"? (Yes/No).
• Hourly Rate (the internal rate),
• Time Off Approval required?
• If asks for time off, will it be blocked off on the Schedule Board
immediately, or only when approved.
• Create a Time Off Request by going to Service – Time Off Request.
• Work Hours – including non-working and time off.
• Set the Repeat to Never, Every Day/Week, Custom (you can adjust it
for each day of the week)
• Capacity is the number of times a resource can be booked in a single
work hour.
Page 32 of 42
• This is 1 by default.
• If set to zero, it will not be shown in a resource search.
• If set to 2 or more, you can split the time and adjust the
capacity per time period.
• Additional attributes can be found in the Related tab.
21. Describe scheduling options including Schedule Assistant and Resource Schedule
Optimization (RSO)
• You can schedule items using Universal Resource Scheduling.
• This is a generic scheduling product for Dynamics 365 Sales, Field Service,
Customer Service, and Project Service Automation.
• In Dynamics 365 Field Service, this includes scheduling from:
• Work orders,
• Requirements,
• Schedule board, and
• Resource Scheduling Optimization (RSO)
• The Schedule Board can be found in Service – Scheduling – Schedule Board.
• You can switch between Gantt and List, Hourly/Daily/Weekly/Monthly
• You can create a new booking by:
• clicking Book and selecting:
• Requirement (Work Order),
• Resource,
• Start and End Date and Time,
• Booking Status (defaults as Scheduled).
• Drag from the Lower pane which includes Open Requirements or
Unscheduled Work Orders
• You can also click on a requirement or Work Order and click on
"Find Availability".
• The lower pane can be hidden by clicking on the "V" near the
zoom slider.
• To view a booking, you can either
• double-click on it to open it,
• hover over it to see the tool tips, or
• click on the details button to reveal the Details pane,
• Time-off requests are shown (by default in grey).
Page 33 of 42
• You can see the colors by clicking on the Legend button to reveal that
pane.
• You can click on the Board view settings (wheel):
• To change the Time resolution, Time Zone, and Working Time.
• To show or hide Canceled items, travel duration, and to apply a
territory filter.
• You can zoom in or out using the zoom slider.
• Schedule Assistant
• Work orders can have:
• Skill Requirements,
• Role Requirements,
• Resource Requirements, and
• Preferred Organization Units.
• You can view the Requirements in a particular Work Order by going to
Related – Requirements.
• The Schedule Assistant filters for these, so that only suitable resources are
shown for a booking.
• You can start the Schedule Assistant:
• From the Schedule Board, by clicking on a requirement and clicking on
Find Availability.
• By clicking Book at the top of the Work Order or Resource
Requirement form.
• You can add filters, which include the following:
• All resources or only those shown on the board,
• Available duration,
• Dates and times,
• Characteristics,
• Roles,
• Territories,
• Organization Units,
• Type of resource.
• Resource Schedule Optimization (RSO)
• Aids the scheduling of Work Orders to resources,
• Matches work orders and skill requirements,
• Optimises travel time, and allows more appointments into working hours,
Page 34 of 42
• Paid add-on to Universal Resource Scheduling.
• Purchase it in the Microsoft 365 Admin Center.
• When purchased, it is a new App.
• RSO can be done:
• Automatically overnight,
• For a single technician – for example, an appointment is cancelled, and the
technician's appointments are resequenced. This is called "Single Resource
Optimization".
• Simulation – see how many jobs can be completed under different
conditions.
• Intraday and emergency scheduling – for adding urgent/emergency/high
priority jobs and resequencing when others are cancelled or rescheduled.
22. Describe how to enable proactive customer asset maintenance by using

Connected Field Service
• Connected Field Service (CFS) makes use of IoT (Internet of Things) data.
• Such as temperature, humidity.
• It integrates with Azure IoT Hub or Azure IoT Central to manage the status of
IoT devices and assets, and send information about anomalies (alerts) to the
Connected Field Service.
• Azure IoT Hub is a message hub between IoT devices and Azure
services. You use programming languages like .NET, Python and Java
to use it.
• Azure IoT Central is a GUI (graphical user interface) for Azure IoT Hub.
Easier to use.
• Data is stored in Azure SQL Database, and queries are stored in Azure Blob
storage.
• Benefits include:
• Reduced downtime by diagnosing problems with IoT before customers know.
• Keep customers in the loop.
• Make intelligent decisions about dispatching technicians (or not).
• Relate Assets to IoT devices by going to Connect Device.
• You can "Send command" when there is an IoT alert to (for example) reset
the device.
• You can see alerts in Assets – IoT Alerts.
Page 35 of 42
Identify common customer engagement features
Predictive work duration
• In non-trial versions of Field Service, you can use "predictive work duration". This
predicts the required duration of a booking or requirement, based on factors
including:
• Resource performance,
• Incident type,
• Account,
• Work order type,
• Geography and
• Time-related charges.
• It uses AI models and actual durations from previous bookings to produce
calculations for durations required.
• It gives access to 3 reports:
• Upcoming work duration – see if the time allocated to future work is too
little.
• Territory duration – analysis of a particular geographic location, to see if
planned durations were too high or low.
• Resource duration – see how well individual resources are doing against
projected durations.

23. Describe Microsoft Dataverse as the foundation for Dynamics 365 apps
• Dataverse is a database used by Dynamics 365 apps and Power Platform.
• All the data is stored in Dataverse.
• It contains tables (known in Dynamics 365 as "entities"), which includes rows and
columns.
• Each table is designed for a particular category of data, such as Account,
Contact, and different types of activities.
• A set of tables is defined by Dynamics 365 by default.
• Each row ("record") represents a different item – such as a different account,
contact, or phone call.
• Each column ("field") represents a different property – such as a name,
address field, category description, together with system information such as
owner.
• The older terminology is still used in Dynamics 365 apps.
• Advantages for Dataverse include:
Page 36 of 42
• Stored in the cloud – Microsoft manages it (Software as a Service, or "SaaS").
• Secure – only have access to data that you are meant to have access.
• You generally would not have access to everyone's data. Access is
controlled using Role-based security.
• Extend functionality using Power Apps.
• Canvas apps are "pixel perfect".
• They can be based on data in the Dataverse, or other sources.
• Model-driven apps use forms, views and graphs.
• They are only based on the Dataverse.
• Validate your data – using calculated columns, business rules, workflows and
business process flows to ensure the data is of high quality.
• Connect to your data in Excel.
24. Describe built-in reporting capabilities including dashboards, charts, and views
• The site-map is on the left-hand side. It includes:
• Areas (at the bottom-left),
• Groups (headings in bold), and
• Sub-areas/dashboard page (individual pages).
• Opening a table will show a list view, with:
• Back button,
• The ability to select records
• (place a check mark next to it)
• Open a record (By clicking on it),
• Sort/filter list (by clicking on the column name),
• Quick Find search had to find all words in the search term in one
column.
• Search the view (top-right),
• Advanced filters (filter icon),
• Command bar (at the top),
• Including "Show chart" – you can select which chart.
• Jump/page bar (at the bottom)
• To go to records starting with a particular letter of the alphabet, or to
a page.
• Clicking on an item will open a record view:
• Tabs near the top dividing the columns into related items.
Page 37 of 42
• Related tab – related tables/entities
• Command bar (top)
• Including Save, Save & Close, New, Deactivate, Assign (owner), Email a
Link, Delete, Refresh, Share, Flows using Power Automate,
Word/Excel Templates
• Heading bar (top-right) – important columns,
• Editable column values.
• Reports can be run by clicking on "Run Report".
• Reports are records, which may be grouped records, together with
summarization
• You can have multiple levels of grouping.
• You can define the sort order within each group.
• Aggregations are Sum, Average, Maximum, Minimum and Percent of
Total
• You can also create your own reports using the Report Wizard.
• Dashboards are included in:
• My Work – Dashboards, and
• From a list view, click on "Open Dashboards".
• They can include:
• Views,
• Charts,
• Iframe (Inline Frame)
• This is content from a web page.
• Web resources.
25. Describe customers and activities

• Customers include accounts and contacts.
• Accounts are companies' data.
• They can be partner companies or suppliers.
• They may have a parent company.
• Contacts are individuals.
• They may or may not work in companies, and so may have/have not
an account.
• Store data similar to Microsoft Outlook for contacts.
• In the details tab, accounts and contacts can have:
Page 38 of 42
Describe integration options
• Personal (Gender, Martial Status etc.) for contacts or Company Profile for
accounts,
• Marketing details,
• Contact Preferences (Whether you can send Bulk email, standard email, and
whether information such as name and email can be filled on marketing
pages),
• Contacts only can have:
• Data protection information,
• Event information – the Details tab has basic information, and the Events
attended tab has more details.
• There is also an Insights tab:
• Marketing insights – how this contact/account has interacted with you.
• Activities include appointment, emails, phone calls, tasks, Customer Voice alerts,
notes and posts.
• Activities can be associated with both accounts and contacts, and also can be
not associated (more general activities).
• An activity associated with a contact will also be associated with an
account.
• Documents (such as Word, Excel, jpg and most files) can be attached to a
note.
• Activities can be marked as completed by clicking on the check mark.

26. Describe Microsoft Teams integration capabilities
• Teams can be integrated with Dynamics 365:
• Sales,
• Customer Service,
• Field Service, and
• Marketing, and
• Project Service Automation
• In Marketing, a lot of the settings are in:
• Settings (bottom-left) – Collaboration – Teams chat.
• Some of the settings require tenant admin approval.
• In Dynamics 365, you can:
• Engage in Teams chat
Page 39 of 42
• Use the new 2-conversation icon which has appeared in the top-right
hand corner.
• Use the collaboration hub
• Click on "Collaborate" (at the top) to connect a record/view to a team
channel.
• Receive Teams calls within the app.
• Calls get recorded in the relevant record's timeline automatically, and
you can also save your call notes as well.
• An admin must configure the Microsoft Teams dialler first.
• In Microsoft Teams, you can:
• Display a record or view in a Teams channel
• Click on the + in the channel, select Dynamics 365, and then the Entity
or View.
• Co-author documents using Microsoft 365/SharePoint and sync with
Dynamics 365 records which are linked to a Teams channel.
• While SharePoint allows co-authoring of documents, it does not allow
other forms of collaborating.
• View your personal dashboard in Teams.
• Install the Dynamics 365 app in Teams
27. Describe email capabilities including App for Outlook

• In Dynamics 365 App for Outlook:
• Emails, appointments and contact records can be linked to Dynamics 365
opportunities, accounts or cases. They can appear as activities next to a
contact or lead.
• You can get started with Dynamics 365 App for Outlook by going to Advanced
Settings – Dynamics 365 App for Outlook.
• You will see the checklist of actions needed to be done.
• This app will allow you to integrate Dynamics 365 in Outlook, and
view information about an email or appointment, or link it into a case,
account or opportunity.
• Synchronize contacts and other information.
• Add email templates, knowledge articles, and sales literature into
your emails.
• Additionally, you can use:
• Public Exchange email server associated with the company,
• Email client using SMTP.
Page 40 of 42
• By using the "enhanced email experience", you can send emails while viewing
records.
• This must be enabled by system administrators.
28. Describe how Microsoft Excel and Microsoft Word can be used with Dynamics 365
apps
• You can export data by clicking on Export to Excel:
• Open in Excel Online
• You can edit it online.
• Static Workbook
• A standalone document, generated at the time of output.
• Any changes to this document will not be reflected in the Dataverse.
• Dynamic Worksheet
• A document which is linked to the Dataverse.
• Updated data can be reimported back to the Dataverse.
• You can refresh it to have updated data.
• You can also use Excel templates to export the data.
• You select the entity, and also the view (which can reduce the number
of columns and rows exported).
• You can also click "Edit Columns" to include/remove columns, and
adjust any column properties.
• You then click "Download File" to export it.
• You can also import data by clicking on Import from Excel.
• You can export a row/record using a Word Template.
• Go to Word Templates – [Name of a Word Template]
• Any changes to this document will not be reflected in the Dataverse.
29. Describe options for analyzing data by using Power BI

• You can connect to profile data – this includes entities such as contacts, accounts,
leads, events, customer journeys.
• This can be connected to Power BI directly.
• You can connect to the Dataverse directly from Power BI by going to
Home – Get Data – Dataverse.
• You may need to sign into your account. This is the start of the web
page for your Dynamics 365 (e.g.
https://orgXXXXXXX.crm11.dynamics.com/ )
Page 41 of 42
• Select the relevant environment, and table.
• You can Get the Data (by clicking Load), or Transform it (manipulate
the data).
• You can use either Import (to download the data), or DirectQuery (to
get the data when you need it).
• You can use different types of bar, line and area charts, pie/donut charts,
maps, tables and matrices to create visualizations and dashboards.
• You can also connect to Interaction data – how your contacts interacted with your
marketing, such as emails opens, clicks and registrations.
• This needs Azure Blob Storage set up, get Dynamics 365 to save interactions
there, and connect Power BI to the Blob Storage.
Page 42 of 42

MB 910presentation220831

Uploaded by

Copyright:

Available Formats

MB 910presentation220831

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

MB 910presentation220831

Uploaded by

Copyright:

Available Formats

MB-910: Microsoft Dynamics 365 Fundamentals (CRM)

From 19 September 2022 onwards

To install a free trial

Describe Dynamics 365 Marketing capabilities

2. Describe how to target customers by using segments and subscription lists

3. Describe email marketing concepts and processes

4. Describe the process of automating marketing activities by using customer journeys

5. Describe event management features and capabilities including Microsoft Teams

5a. Describe real-time marketing concepts

Describe marketing-related apps

7. Describe the capabilities of Dynamics 365 Customer Voice

Describe the Dynamics 365 Sales lifecycle

9. Describe the opportunity management process

10. Describe the quote lifecycle

Describe sales-related apps

13. Describe capabilities of LinkedIn Sales Navigator

Describe Dynamics 365 Customer Service components

16. Describe how to use queues to manage work

16a. Describe Omnichannel for Customer Service

16b. Describe historical analytics

• The Topic dashboard

24. Customer Service Dashboards

Describe Dynamics 365 Field Service capabilities

18. Describe capabilities of the Inspections feature

19. Describe customer asset management and preventive maintenance processes

22. Describe how to enable proactive customer asset maintenance by using

Identify common customer engagement features

25. Describe customers and activities

Describe integration options

27. Describe email capabilities including App for Outlook

29. Describe options for analyzing data by using Power BI

You might also like