1 – Describe the foundations of Dynamics 365 customer engagement apps

• Describe customer relationship management
• Describe Microsoft Power Platform and Dynamics 365 customer engagement apps
• Describe Microsoft Dataverse and Dynamics 365 customer engagement apps
• Describe use cases for Dynamics 365 customer engagement apps
• Describe Copilot in Dynamics 365 customer engagement apps
• Navigate to and within Dynamics 365 customer engagement apps

2 – Describe shared activities and integration options in Dynamics 365 customer engagement apps

• Describe customers and activities
• Describe search criteria and filters
• Describe reporting capabilities including charts, dashboards, and views
• Describe Microsoft Excel and Microsoft Word integrations
• Describe Microsoft Sharepoint integration
• Describe Microsoft Teams integration
• Describe Microsoft Outlook integration

3 – Explore Dynamics 365 Customer Insights – Journeys

• Describe use cases for Dynamics 365 Customer Insights – Journeys
• Explore a Dynamics 365 Customer Insights – Journeys business scenario
• Describe email marketing
• Describe 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

4 – Describe Dynamics 365 Customer Insights – Data

• Describe the core capabilities of Dynamics 365 Customer Insights-Data
• Explore a Dynamics 365 Customer Insights – Data business scenario
• Describe unified customer profiles
• Describe measures, segments, and predictions
• Describe consuming Dynamics 365 Customer Insights – Data in other apps

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 Product catalog
• Describe the opportunity management process
• Describe sales order processing
• Describe Dynamics 365 Sales business process flows
• Describe Sales accelerator
• Describe using Copilot in Dynamics 365 Sales

6 – Describe Dynamics 365 Sales capabilities and related apps

• Identify more 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 Insights
• Describe the Dynamics 365 Sales mobile app
• Describe Microsoft Sales Copilot

7 – Explore Dynamics 365 Customer Service

• Describe use cases for Dynamics 365 Customer Service
• Explore a Dynamics 365 Customer Service business scenario
• Describe the case lifecycle including service-level agreements (SLAs) and entitlements
• Describe the functionality for workload management
• Describe knowledge management in Dynamics 365 Customer Service
• Describe use cases for Copilot in Dynamics 365 Customer Service

8 – Describe Dynamics 365 Customer Service capabilities and related apps

• Explore a Dynamics 365 Customer Service-related apps business scenario
• Describe Omnichannel for Customer Service
• Describe Omnichannel Historical Analytics
• Describe the Dynamics 365 Productivity Tools app
• Describe reporting and data visualization options in Dynamics 365 Customer Service

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 the Dynamics 365 Field Service app for Outlook for work order creation and scheduling
• Describe inspections in Dynamics 365 Field Service
• Describe the Dynamics 365 Field Service mobile app

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