Skills at a glance
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Describe Dynamics 365 Customer Insights (15–20%)
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Describe Dynamics 365 Sales (20–25%)
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Describe Dynamics 365 Customer Service (20–25%)
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Describe Dynamics 365 Field Service (15–20%)
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Explore the core capabilities of customer engagement apps in Dynamics 365 (15–20%)
Describe Dynamics 365 Customer Insights (15–20%)
Explore Customer Insights – Journeys
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Describe use cases for Customer Insights – Journeys
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Describe lead generation and qualification
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Describe use cases for marketing forms
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Describe how to target customers by using segments
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Describe email marketing
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Describe customer journeys
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Describe event management features and capabilities
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Describe how to use Microsoft 365 Copilot with Customer Insights – Journeys
Describe Customer Insights – Data
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Describe use cases of and capabilities for Customer Insights – Data
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Describe unified customer profiles
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Describe measures, segments, and predictions
Describe Dynamics 365 Sales (20–25%)
Explore Sales
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Describe use cases for Sales
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Describe leads and the process for qualifying leads
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Describe the opportunity management process
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Describe the quote lifecycle
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Describe the order management and invoice management processes
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Describe use cases for guided selling including business process flows
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Describe the product catalog, prices list, and unit groups
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Describe Microsoft 365 Copilot in Sales
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Describe the Sales accelerator
Describe Sales capabilities and related apps
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Describe sales pipeline and forecasting concepts
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Describe use cases for and capabilities of Sales Insights features
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Describe use cases for and capabilities of LinkedIn Sales Insights
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Describe use cases for the Dynamics 365 Sales mobile app
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Describe Microsoft 365 Copilot for Sales
Describe Dynamics 365 Customer Service (20–25%)
Explore Customer Service
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Describe use cases for Customer Service
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Describe the functionality for workload management, including cases, basic routing rulesets (basic queues), Unified Routing, and the inbox for agents
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Describe knowledge management in Customer Service
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Describe the case lifecycle including service-level agreements (SLAs) and entitlements
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Describe use cases for Copilot in Customer Service
Describe Customer Service capabilities and related apps
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Describe Omnichannel for Customer Service
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Describe reporting and data visualization options in Customer Service
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Describe use cases for agent productivity tools
Describe Dynamics 365 Field Service (15–20%)
Explore Field Service
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Describe use cases for Field Service
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Describe the work order lifecycle
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Describe inspections in Field Service
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Describe the Field Service mobile app
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Describe use cases of Copilot in Field Service
Describe capabilities related to Field Service
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Describe resource management and scheduling processes
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Describe asset management and customer assets
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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
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Describe customer engagement apps
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Describe Microsoft Power Platform as it relates to customer engagement apps
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Describe Microsoft Dataverse as the foundation for customer engagement apps
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Navigate to and within customer engagement apps
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Describe capabilities of Microsoft 365 Copilot in the Dynamics 365 customer engagement apps
Describe shared activities and integration options in customer engagement apps
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Describe customers and activities
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Describe search options and filter criteria
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Describe reporting capabilities including dashboards, charts, and views
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Describe Microsoft Teams integration
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Describe Microsoft Outlook integration
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Describe Microsoft Excel and Word integration
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Describe Microsoft SharePoint integration
