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Certification Exams

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36525-Deployment for customer engagement in Microsoft Dynamics 365

This course describes how to plan, design, and deploy customer engagement, minimum requirements and licensing details, best practices regarding updates, Apps and PowerApps, Dynamics 365 App for Outlook, and Mobile clients.

36500-Introduction to Microsoft Dynamics 365

This course discusses the terms, concepts and components that make up the system, overview of application navigation, setting up accounts, contacts and activities, using the sales, customer service, and marketing processes within Dynamics 365.

36501-Microsoft Dynamics 365 Value Proposition

This course provides insights of the value for using Dynamics 365 in a business.

36511-Relationship Management in Microsoft Dynamics 365 for Sales

This course describes and explores the management of, and application of, leads and sales opportunities in the sales process, as well as how to analyze the monitoring of sales-related data utilizing some of the essential built-in tools available.

36512-Sales Management in Microsoft Dynamics 365

This course explores Business Processes Flows,Branching, Sales Territories, the Product Catalog, Metrics, and Goals, how they are used within the Sales module, the process of converting an Opportunity to a Quote, Order, track sales, gamification.

36521-Agent Enablement in Microsoft Dynamics 365 for Customer Service

It describes the process of working with customers, resolution of complaints and service issues cost, managing correspondence, documents, contacts and conversations, Service Level Agreements, Entitlements, and Queue Management.

36522-Service Intelligence in Microsoft Dynamics 365 for Customer Service

This course focuses and explores Knowledge-base articles, the Interactive Service Hub with real time dashboards as well as some of the core analytical tools to provide insights on how to improve Customer Service.

36523-Unified Service Desk in Microsoft Dynamics 365 for Customer Service

The focus of this course is on using Dynamics 365 to configure the basic foundation components of Unified Service Desk, including Hosted Controls, Action Calls, Toolbars, and Windows Navigation Rules.