Module 1: Course Introduction Course objectives and planning The ITIL® 4 certification scheme Exercises Presentation of the case studies Exam Details Module 2: The Core Concepts of DPI Basics of direction Basics of planning Basics of improvement Other core elements Module 3: DPI through Service Value Chain and Guiding Principles DPI of the SVS DPI […]
Outline What is Dynamics 365 for Customer Engagement? What are the role based predefined business apps? Find your business apps How data is organized? What are business processes Navigation and basics Records creation Search and find Personal options Create connections between records Use flow to automate processes Work with accounts and contacts Dashboards and charts […]
Outline Understand customization options Privileges requires Supported and unsupported customization Customize or create applications Create a theme Create and design forms, views, dashboards and charts Customize the mobile app Design an app using App Designer Create custom business logic Work with business process flows Create or edit business rules and recommendations Workflows overview Actions overview […]
Outline Sales Management Understand the sales process Lead management and qualification Opportunities management and sales pipeline Quote creation and templates Order process management Set up Sales territory Define Sales setting Define lead qualification experience Product Management Set up a product catalog (Sales and Sales Hub) Create a product, a product family or bundles Manage products […]
Outline Create marketing emails Create marketing pages and forms Build a library of marketing content Define marketing segments Work with customer journeys Manage, score and qualify leads Event planning and management Engage contacts with portals and surveys Marketing on social media Register link clicks and website visits Work with marketing calendars Analyze marketing results Administration: […]
Customer Service Hub Work with cases and manage SLAs Create, manage and search for knowledge articles Work with interactive dashboards Use Customer Service Hub on mobile devices Upgrade to Customer Service Hub Keyboard navigation support Customer Service app Create and manage a case Add an activity to a case Find what’s assigned to you in […]