Skills at a glance

• Describe Dynamics 365 Customer Insights (15–20%)

• Describe Dynamics 365 Sales (20–25%)

• Describe Dynamics 365 Customer Service (20–25%)

• Describe Dynamics 365 Field Service (15–20%)

• Explore the core capabilities of customer engagement apps in Dynamics 365 (15–20%)

Describe Dynamics 365 Customer Insights (15–20%)

Describe Dynamics 365 Sales (20–25%)

Describe Dynamics 365 Customer Service (20–25%)

Describe Dynamics 365 Field Service (15–20%)

Explore the core capabilities of customer engagement apps in Dynamics 365 (15–20%)

Describe Dynamics 365 Customer Insights (15–20%)

Explore Customer Insights - Journeys

• Describe use cases for Customer Insights - Journeys

• Describe lead generation and qualification

• Describe use cases for marketing forms

• Describe how to target customers by using segments

• Describe email marketing

• Describe customer journeys

• Describe event management features and capabilities

• Describe how to use Microsoft 365 Copilot with Customer Insights - Journeys

Describe use cases for Customer Insights - Journeys

Describe lead generation and qualification

Describe use cases for marketing forms

Describe how to target customers by using segments

Describe email marketing

Describe customer journeys

Describe event management features and capabilities

Describe how to use Microsoft 365 Copilot with Customer Insights - Journeys

Describe Customer Insights - Data

• Describe use cases of and capabilities for Customer Insights – Data

• Describe unified customer profiles

• Describe measures, segments, and predictions

Describe use cases of and capabilities for Customer Insights – Data

Describe unified customer profiles

Describe measures, segments, and predictions

Describe Dynamics 365 Sales (20–25%)

Explore Sales

• Describe use cases for Sales

• Describe leads and the process for qualifying leads

• Describe the opportunity management process

• Describe the quote lifecycle

• Describe the order management and invoice management processes

• Describe use cases for guided selling including business process flows

• Describe the product catalog, prices list, and unit groups

• Describe Microsoft 365 Copilot in Sales

• Describe the Sales accelerator

Describe use cases for Sales

Describe leads and the process for qualifying leads

Describe the opportunity management process

Describe the quote lifecycle

Describe the order management and invoice management processes

Describe use cases for guided selling including business process flows

Describe the product catalog, prices list, and unit groups

Describe Microsoft 365 Copilot in Sales

Describe the Sales accelerator

Describe Sales capabilities and related apps

• Describe sales pipeline and forecasting concepts

• Describe use cases for and capabilities of Sales Insights features

• Describe use cases for and capabilities of LinkedIn Sales Insights

• Describe use cases for the Dynamics 365 Sales mobile app

• Describe Microsoft 365 Copilot for Sales

Describe sales pipeline and forecasting concepts

Describe use cases for and capabilities of Sales Insights features

Describe use cases for and capabilities of LinkedIn Sales Insights

Describe use cases for the Dynamics 365 Sales mobile app

Describe Microsoft 365 Copilot for Sales

Describe Dynamics 365 Customer Service (20–25%)

Explore Customer Service

• Describe use cases for Customer Service

• Describe the functionality for workload management, including cases, basic routing rulesets (basic queues), Unified Routing, and the inbox for agents

• Describe knowledge management in Customer Service

• Describe the case lifecycle including service-level agreements (SLAs) and entitlements

• Describe use cases for Copilot in Customer Service

Describe use cases for Customer Service

Describe the functionality for workload management, including cases, basic routing rulesets (basic queues), Unified Routing, and the inbox for agents

Describe knowledge management in Customer Service

Describe the case lifecycle including service-level agreements (SLAs) and entitlements

Describe use cases for Copilot in Customer Service

Describe Customer Service capabilities and related apps

• Describe Omnichannel for Customer Service

• Describe reporting and data visualization options in Customer Service

• Describe use cases for agent productivity tools

Describe Omnichannel for Customer Service

Describe reporting and data visualization options in Customer Service

Describe use cases for agent productivity tools

Describe Dynamics 365 Field Service (15–20%)

Explore Field Service

• Describe use cases for Field Service

• Describe the work order lifecycle

• Describe inspections in Field Service

• Describe the Field Service mobile app

• Describe use cases of Copilot in Field Service

Describe use cases for Field Service

Describe the work order lifecycle

Describe inspections in Field Service

Describe the Field Service mobile app

Describe use cases of Copilot in Field Service

Describe capabilities related to Field Service

• Describe resource management and scheduling processes

• Describe asset management and customer assets

• Describe Connected Field Service for Dynamics 365

Describe resource management and scheduling processes

Describe asset management and customer assets

Describe Connected Field Service for Dynamics 365

Explore the core capabilities of customer engagement apps in Dynamics 365 (15–20%)

Describe the foundations of customer engagement apps

• Describe customer engagement apps

• Describe Microsoft Power Platform as it relates to customer engagement apps

• Describe Microsoft Dataverse as the foundation for customer engagement apps

• Navigate to and within customer engagement apps

• Describe capabilities of Microsoft 365 Copilot in the Dynamics 365 customer engagement apps

Describe customer engagement apps

Describe Microsoft Power Platform as it relates to customer engagement apps

Describe Microsoft Dataverse as the foundation for customer engagement apps

Navigate to and within customer engagement apps

Describe capabilities of Microsoft 365 Copilot in the Dynamics 365 customer engagement apps

Describe shared activities and integration options in customer engagement apps

• Describe customers and activities

• Describe search options and filter criteria

• Describe reporting capabilities including dashboards, charts, and views

• Describe Microsoft Teams integration

• Describe Microsoft Outlook integration

• Describe Microsoft Excel and Word integration

• Describe Microsoft SharePoint integration

Describe customers and activities

Describe search options and filter criteria

Describe reporting capabilities including dashboards, charts, and views

Describe Microsoft Teams integration

Describe Microsoft Outlook integration

Describe Microsoft Excel and Word integration

Describe Microsoft SharePoint integration