MB 910: Microsoft Dynamics 365 Fundamentals (CRM) Part 1

Hello everyone a warm welcome to part one of this exam prep session on Microsoft Dynamics 365 fundamentals customer engagement apps CRM MB 910 I'm Monica from techn focus and I will be serving as your moderator today we're glad to have ey cman with us who will be presenting today's session he is a Microsoft certified trainer and a Microsoft MVP for business applications he is currently based in The UK so let me now hand it over to our presenter calman the floor is yours now welcome to the Microsoft Dynamics 365 exam prep for the MB 910

exam Dynamics 365 fundamentals for CRM my name is UI cman I am a Microsoft most valuable professional as well as a Microsoft certified trainer the aim of this course is to go through and give an overview of the MB 910 exam and go into all the information that we need around it to understand all the various topics In order to pass it but first what we're going to do is we're going to start with an overview of where the exam actually sits and what is necessary for it and just a general overview to the certifications

around Dynamics 365 exams so let's go ahead and take a look at this if we start off we have various types of exams we have fundamentals exam and we have role-based exams now the fundamentals exam is this specific exam The MB 910 and what this is is this is the start of the certification and the understanding of everything it allows people to demonstrate their knowledge of the basic parts of the system and get an understanding overall once people have taken this exam once you've taken this exam you can then look at a role based exam

to expand your technical skill set and there are currently four of them Available there is the dynamic 365 sales functional consultant which is the mb210 the Dynamics 365 marketing functional consultant which is the MB 220 the dynamic 365 customer service functional consultant which is the m230 and the Dynamics 365 field service functional consultant which is the MB 240 and although each exam can be taken on their own there is also the over all overarching exam consultant exam covering Dynamic 6us 5 overall in depth Which is now the pl2 200 exam and taking the pl200 plus

one of the relevant exams will then give you one of the specific role-based qualifications now let's go back and take a look at who exactly this exam the MB 910 is aimed at so the aim of this is to give people a broad understanding of the customer engagement capabilities of Dynamics 365 it's not going heavily into depth into custom service or sales or field Service you're not expected to know how to configure a channel coming in an omni channel for example that's not it at all you want to be able to understand the general platform

for it what's happening what model driven apps are for instance you're not going to be looking cavas apps at this point what model driven apps are and to be able to understand what it's there it will include things like artificial intelligence because we have some AI capabilities within the System that we will talk through with at an overall high level and once you take the exam and pass it what you will then get is you will get the fundamentals badge for the MB 910 so you'll then be Microsoft certified for Dynamics 365 fundamentals now in

terms of the training available for it there are again two paths available there is the instructor Le training which is the MB 910t z-a course and that is a two-day course which Microsoft partners and Training academies offer or there are self-paced online training using Microsoft learn which goes through through modules relating to each one of the apps and we're going to talk about the apps and go through them in detail there are uh between four to six modules per app to go through to understand it's self-based training it's not timed at all it ask you

questions there are assessments involved in it which you can Take to do and then when you're ready for it what you can then do is register and you can then take the exam and it's entirely up to you as to which way you wish to go with it we both are absolutely Val valid for it so with that let's go ahead and start taking a look at the customer engagement apps so we're now going to do is we're going to go ahead and we're going to move into our first module which is around Microsoft Dynamics

365 For marketing this is one of the five core modules that we're going to take a look at so what we're now going to do is we're going to take a look at the custom engagement apps and there are five core Dynamic 365 custom engagement applications a variety of other solutions that are around within the Dynamics 365 Suite but there are five core ones and they are Microsoft Dynamics 365 for marketing Microsoft Dynamics 365 for sales Microsoft Dynamics 365 for field service Microsoft Dynamics 365 for customer service and finally Microsoft Dynamics 365 for project operations

and as we go through the training in this series we're going to take a look at each of these but at a high level what we do is we'll start with Microsoft Dynamics 365 for marketing and what this is instead of rudimentary and basic email marketing and email engagement it's about identifying the Customers that we really think we can sell our products to it's about engaging with them in the right way we can connect sales and marketing together we can automate processes we can run campaigns whereby we're going to look at specific sectors and we're

going to chop and change things up in order to bring them all together and the right way to Market to them because the way that we go to market is not going to be the same across all sectors across all types of Customers we need to appeal to each customer in the right way for them and out of that we can then make smarter decisions in order to maximize our marketing return on investment so that's Microsoft Dynamics 365 for marketing it's the first step in the journey moving on from there we then have Microsoft Dynamics

365 for sales and this comes into play following on from the marketing piece it's going Beyond sales Force automation it's to Better understand the customer needs to engage more efficiently and win more deals we're able to see how the customers are segmented we're able to have sales pipelines we're able to forecast sales we're able to manage the expectations on it and track through it again with automation which is key to it of course once we've sold something what we want to do is we want to be able to offer customer service around it so we

have Microsoft Dynamics 365 for customer Service and this provides built-in intelligence and it's there to be able to deliver fast Master more personalized service and to add value to every interaction we're going to look at the ability for customers to provide the ability to sell service through a customer portal the ability for customers to engage with a support desk through a multitude of different channels using Omni Channel and we'll take a look at it when we go into that We also have Microsoft Dynamics 365 for field service and what this is is if we're organization

in which we have to travel to customer site and we need to perform fixes say for instance we deliver for machinery and we need to then fix the for machinery would send out a field service technician so what we want to do is we want to be able to handle that want to be able to track the resources available track the products that they would use to repair it track Their availability and their travel time for it be able to plan it out on a scheduled board we want even to see if there are issues

that occurring before they actually reach a certain trigger level so we're able to use notifications around this to be able then to automatically put in service plans in place this therefore would reduce operational costs and deliver positive experience to customers and finally we have my Microsoft Dynamics 365 for Project operations and organizations who run advisory services for instance will be running projects or delivering products as well they will also have projects there and project operations is there to be able to run projects we're able to build trusted customer relationships are able to deliver outstanding project

experience to deliver profitable projects because of course projects should be profitable for ourselves as we are delivering them Within budget while a Time increasing employee productivity attracting the resources assigned to the project who's responsible for the project the budget the number of hours spent the other resources and all of that so these are the five apps that we will see within the system now of course Dynamics 365 is built on top of Microsoft datae and it's very very key to know around Microsoft datae and what it is Microsoft datae is essentially the database layer underpinning

the Power Platform Power Platform is of course the low code application development platform and dynamic 365 is a capability if you think of things like apps Dynamics 365 is a first-party app built by Microsoft or multitude of apps as we see we've got customer service and project operations and marketing Etc and these are built by Microsoft but they are first-party apps it's a app with Some complex logic complex functionality within it but it is there and it sits generally on top of data verse Dynamic Ser 5 sits entirely on top of dataverse now dataverse includes

a base set of standardized tables it's referred to as the common data model and these cover typical business scenarios such as things like accounts and contacts and activities now the advantage to data is that organizations also to create custom tables specific to their needs and then Use them to populate them with data they can create apps on top of them put them there so we can take accounts and contacts and we can add additional tables and additional columns to it to be able to hold the data that we need leveraging data ver has a number

of benefit it's easy to manage because the metadata as well as the data itself is stored in the cloud we don't need to worry about the details of how they're stored or worry about infrastructure and Backups and hardware and all the rest of that connectivity as long as we have internet connectivity we can connect into the Microsoft cloud to be able to have it we create it and it's then stored it's also easy to secure data is securely stored so users can only access what they need to we have role-based security which allows us to

control access to tables for different users within an organization we also have other security Items available such as being able to secure specific columns down just to a group of users we aage metad data available which is the data types available on the columns we can specify if a column is a number it could be an auto number it could be text could be a URL could be a variety of different types and we can set up the columns as we need it again we have the out the box standardized columns in the table such

as accounts and contacts which used but We can extend those as well as create our own ones in order to be able to do the data that we want we don't just create a column and it's there we can say what the column type is to be able to specify what what the data that's put in there in we also have logic and validation we're able to say we need a column that's calculated so for instance we can say calculate an invoice total amount based on the invoice Lines within it where it Looks at the

amount for each invoice line and it calculates the overall invoice amount we're also able to do things like business rules to set columns as being required or not required show or hide them based on a set of criteria where to create workflows and business process flows to ensure data quality and drive business processes business units usually have a process in which they would enter data within the system and go through a Process we can mimic that and replicate it within data verse itself and we have productivity tools so for instance we have the add-on for

Microsoft Excel we can pull data into Microsoft Excel from data verse and then manipulate as we need and put it back now the Dynamics 365 first party customer engagement applications so Marketing sales customer service Etc they use datae to store and secure data so we can build apps by using power apps and data ver directly Against Core Business data which is already used within Dynamics 365 without the need for integration so if we have a very small part of the business which needs access to some of the data in sales or customer service we can

build a custom app which will have that data service is the same data stored within data verse just users are accessing it through different apps so it's really very powerful and very good to use for that we're able to work with customers And activities we have different type of customer models we have B2B business to business in which we're a business selling to other businesses or supporting other businesses we have business to Consumer B to C whereby are customers individuals we're selling to people rather than businesses and also we have hybrid in which it could

be either a business or an individual and we can put the necessary structure in place using accounts and Contacts so we could have an account we could have multiple accounts but there's a parent account so if we think of a global companies such as Microsoft there'll be Microsoft in different countries so each country would have its own Microsoft account with the parent account over the top of it we can have different types of contacts associated with we can have a billing contact and an account contact and a variety of other stuff as well so We're

able to put that in place so it allows us to be able to Define it we're also able to use activities now activities are often associated with contacts and accounts but depending on which Dynamics 365 application we're using or which custom app we've built they can also be associated with other records and when we say activities we can be talking about things like appointments tasks notes emails phone calls or custom type of activities if we Wanted to Define our own one for it so in a sales scenario for instance activities could be added to leads

and opportunities but in a service scenario we could use them for cases work orders and projects as organization's relationship with customer built over time we want to be able to look through the record timeline to see the history of the interactions we have the timeline feature control in which we can see all of the different types of activities and See that in chronological order and search through it as well now talking of searching we're also able to search and filter data we have what we call the quick find when we're looking on a view and

this is an example of a view showing my active account so we will go into the app and we would go to accounts and we can then see it we can then click and search The View itself and this is a quick search or quick find and it's Available in any Dynamics 365 view we can provide the first several letters of the item we're looking for and the results will be returned directly in the fews The View down now it doesn't look for data that's not in the view so you just need to be careful

we are using the right View for it but we are able to search within the view and it will turn the results so for example if we're looking at this list of active account records and we put the word Adventure Into the search field we would see all of the account records that begin or contain the word Adventure within it but we're not limited just to that we also have the ability to search across multiple tables and this is referred to usually as the categorize search now the primary difference between categorize search and the quick

find that we just took a look at is that instead of only searching one type of record categorized searches look across multiple tables That have been defined by the system administrator in the organization does do every single table in the system it needs to be set up so for instance if we enter Adventure in this case not only are we presented with all accounts that have Adventure in it but we are also presented with a list of any contacts who are associated with an account that begin with the word Adventure as well now there are

times when we're not able to find what we're looking for by Using the standard filtering and searching options for example when working with Dynamics 365 for sales we may need to locate all of the accounts with open opportunities and we can't do that with standard filtering because what we need to do is we need to filter based on multiple tables so in these instances we can use the advanced filter option this allows us to create detailed filters that can span multiple tables and the advanced filter icon is located Just to the left of the quickfind

search box it looks like a bit like a uh filter uh coffee filter style thing at the top and we can create that we can span multiple tables we can put conditions in place for it say record should contain something or shouldn't contain something and can work through it it's really really powerful and very useful let's move on and take a look at the product catalog so since many of the first-party customer engagement apps have some sort Of Reliance on products Dynamics 365 product catalog provides the necessary product functionality needed to support applications depending on

the application we're working with this can be leveraged in different ways for example if we're looking at sales the product catalog stores the goods and services that we sell to our customers so they can be used as line items on opportunities quotes orders and invoice records different price lists are there To ensure that pricing is correct based on the customer that we're working with if we look at customer service the product catalog can be used by different support records such as cases knowledge articles and entitlement records for example knowledge articles can be associated with products

from the catalog to make it easier to find articles for supporting a specific type of product if we think of Dynamics 365 for field service well the product Catalog is used on work orders to represent the products and services being provided as part of the work order products from the product catalog can be automatically converted into customer assets which represent equipment to customer locations that can be serviced by an organization project operations the product catalog can be used to add product line items to project opportunities project quotes and Order contract different price this ensure the

Pricing again is correct based on the customer that we're working with so the product is catalog is very very powerful and can be used across multiple parts of Dynamics 365 applications as well as any custom applications that we may build so that's the product catalog now it's not just about the system itself what we also need to know is about integration Technologies so we need to keep keep an eye out for integration Technologies and how we would go ahead and use them and There are a lot of different integration options available within Dynamic 365 such

as Microsoft Word power apps Microsoft Excel Microsoft teams and SharePoint and one of the advantages with Dynamics 365 is how easy it is to integrate with other Microsoft Technologies within the Microsoft stack so therefore this can expand the number of scenarios where Dynamics resus 5 can provide the needed capabilities as well as taking the data from Dynamic 65 which Is saved into Data vers and using it in other places so let's go ahead and take a look through all of these different options that are available so we have SharePoint so we can store attachments documents

directly within Dynamics 365 now this does increase the size of the Dynamics 365 datab bu and also database in datab us and also of course based on the assumption has a cost associated with it what we can do is we can use Microsoft SharePoint and this allows Documents to be surfaced directly within Microsoft Dynamics 365 restored in the back end in SharePoint which brings the consumption costs down quite considerably so what we're able to do is we're able to upload through the Dynamics 5 interface the documents are saved into SharePoint and then we can do

things like open the document location within SharePoint open the location itself we can see where the document installed we're able to add a location Such as open the current documents location we're able to edit the location so we can rename the location and edit the location or SharePoint itself and this allows SharePoint to do indexing behind the scenes and all of the other functionality the SharePoint brings to it so very very useful there is out the boox integration with it you need to have Microsoft SharePoint in place obviously and then you can very easily connect

the two together and get it set Up and this is usually what larger organization will do we have Microsoft teams so Microsoft teams provides the collaboration Hub this allows us to access a shared workspace for office applications that most of us would already use to work opportunities and what we're able to do is Dynamics 365 applications able to be surfaced natively within Microsoft teams so rather than have somebody work partially Microsoft teams and then need To move across the Dynamics 365 uh whichever application they're using they can access it directly within Microsoft teams it just

makes life a lot easier for them for it we also have the app available which provides sellers with a simple to use experience it combines data from multiple places multiple sources such as Dynamics 365 and Microsoft 365 and a variety of other places and finally we also have file integration available this allows uses To co-author documents using Microsoft 365 and then it automatically syncs with the custom engagement applications in Dynamics 365 so if you need users to be able to access documents and they're not directly uh they're not directly set up as Dynamics 365 user

you're able to share with them they can access it in teams they can co-author they can collaborate live collaboration is available of course with office documents and they are then able to do That as needed we also have power apps so we have a number of different apps available we have model driven apps we have canvas apps and what we can do is we are able to embed canvas apps within a model driven app so for example in the image we can see an example of a canvas app that's connected to the contact table within

dataverse and because canvas apps are much more visual we're able to use this to be able to present more Information now obviously canaps can connect to other data sources not just dataverse so it's possible for instance to connect it to a SQL database or a third-party application so what we can do is then within a Dynamics 365 applic we can embed the canvas app and then surface information from the other application or the other D the other database as we wish to within this and it's presented to users within the Dynamics 365 modal driven app

in the Context of the record that's being viewed this is extremely helpful when thinking about things like Legacy systems and you don't want necessarily to pick up lift and shift all the data across into dataverse and worry about that you're able to do that with things like Microsoft Word we're able to use Microsoft Word templates as we mentioned briefly earlier and we also able to export data out to Microsoft Excel to view it and then to use it further Within the Excel World so we've looked at a bit of searching and then we've looked at

the Integrations now let's go take a look at reporting capabilities and Reporting capabilities work within the system natively and we can set these up both from a systemwide perspective as well as a personal perspective and Reporting capabilities start with views so what we do is we create a view of the data we say what's the data we want to show we can filter that and based on Criteria does a record contain something does its name start with a adventure for instance or it's a specific type of account over a certain credit limit and we can

specify the columns to be displayed within the view and then we can access the view within the system and when we access the view we can then apply filters to drill down into the detail that's important to us if we have a list of accounts presented to us in the view we're able to filter them again Based on things like the name or the credit limit or the location that they are in and what we can do is we can take that view which we've created and then we can run a chart off the top

of it charts are very quick and actionable visualizations of the data they're interactive so we can continue to draw down into the relevant data by clicking through them we can also Place charts on dashboards and view them in line with the data that they're displaying we're Going to talk about dashboards in a moment it's very simple to go ahead and create charts and again you we can create system charts available to everybody within the organiz ization as well as personalized charts which are available only to ourselves as we view it and we can talk of

the view of charts on and off now I mentioned dashboards and dashboards are a collection of views charts if frames or web resources and we can set up dashboards as we want to now The advantage of dashboards over views and charts is that views and charts are relating to the table that we're looking at so if we've got something in accounts we need to be looking at accounts or contexts if we're looking at contacts but dashboards are a collection so we can set up a dashboard to report on data across different parts of the system

so we can easily attain a high level overview of data all in one place it's based on the first party Application that we using there are different dashboard options available to us but what we're able to do is we're able to put views and lists of data we're able to put charts and graphs in place if we want to put use something with an iframe or web resource we're able to put that in as well and we can so we kind have accounts and contacts and orders placed all together to show the data as we

want and change the layout of it as we may need To so this shows us data within the system and we can see data in different ways but what we can then move on to are reports and each of the Dynamics 365 first party applications includes General system reports for us to gain insights into how it's doing how organization is performing and we can use reports as they are or we can customize them for our need need if we want to create a basic specialized report we can use the report wizard to Create custom reports

this is an easy to use tool that helps us to create our own reports save them so that we've got there to run them and these use things like views which we can set up using the advanced find we can specify conditions just in the same way as we run the advanced find set it up we can specify the columns that we want to have and then we can save the report we can even share with others if we want to be able to do that so that's really a basic Overview of the initial parts

of the system how database works and some of the capabilities around it what exactly are the capabilities and the benefits of this so what we're able to do is we're able to create email messages not just plain text but graphical ones as well we're able to customize templates for emails and landing pages this allows us to help us amplify our digital voice we've got drag And drop capabilities to be able to design it very simply we also able to design interactive customer Journeys to nurture leads we have something called The Journey designer and this helps

us create automated multi-channel campaigns to send personalized email messages generate follow-up activities launch workflows and more we're able to specify contacts in our Target group and have them travel down a customized path based on their interactions and identify the Best prospects there's integration with LinkedIn which is also own by Microsoft so able to tap into the LinkedIn business Prospect specs were able to quickly Target and connect with the right LinkedIn Audience by importing leads that generated with the linkedin's lead tools directly into Dynamics 365 we can share information across teams so information about the leads

and how contest can securely be shared across the business to understand how Every interaction affects the results and it's not just about sharing this information it's about knowing our leads better we can develop a deeper understanding of our Market with a 360 degree view of every leading customer connect Ed processes in a single source of information in short that both sales and marketing have the latest data including things like key contacts recent activities past purchases and open opportunities we're able to Organize and publicize events if we want to run events whether in person or virtual

we're able to create the events publicize them through a marketing portal and get people to register for them for attending we're also able to handle things like speakers and sponsors just in one place so the whole team can coordinate whilst working on it we're able to analyze and document our marketing Roi the return on investment we have dashboards as we just seen had Reports which help us track out the performance of the marketing initiatives to identify the best lead sources and marketing activities with this we can then go ahead and prioritize leads for more wins

automated lead scoring skills and abilities within the system identify the best leads based on their interaction with events and customer Journeys when a lead meets a sales ready score they can automatically be rooted to salesperson to follow up while the Lead is still considered a hot lead we can make survey results more actionable surveys which are easy to create they help us to gather actionable feedback from customers we can understand the individual customer needs and expectations so we can then grow relationships and revenue and we're also able to of course configure and expand the application

we can customize it to fit our specific business needs basic customizations can be made right in the Application or we can asand capabilities and add new features by installing third party packages from Microsoft appsource now included with Dynamics 365 for marketing are the following we have the core marketing this provides email marketing customer Journeys Behavior tracking lead scoring marketing pages and some more these form the core features of marketing overall we have event management which helps us to organize and promote events whether They're imp person or webinar events it also includes an online portal that

attendees can use to review the event schedule and speakers and to register for the event this feature is only available currently with Dynamics 365 marketing we have Dynamic 365 customer voice these allows to create online surveys and analyze the results the feature is bundled with the marketing app but is also available separately as an add-on for the other Dynamics 365 Products we have the Dynamics 365 connector for LinkedIn lead generation form we're able to import tools import leads generated with linkedin's lead tools into Dynamics 365 this feature is again bundled with a marketing app but

is also available separately as an add-on for other Dynamics 365 products and we have Dynamics 365 portals now the marketing app can use a Dynamics 365 portal to publish its event website as well as Marketing pages and online surveys all of these features are fully integrated with the solution which is obviously a comprehensive marketing solution so we need to know about these capabilities for it because this is what dynamic 365 marketing is used for so let's have a look at the key terminology and it's important to note all of these items because these are used

within the exam and we need to know what they are so marketing automation is around the Automation software available for us to help make things better marketing operations about everything that happens within the marketing Automation and platform to enable delivery of the right message to people at the right time who are interested campaigns are sent out to different groups of people who we specify it's aimed to promote products or services and through different types of channels such as television radio or different online channels as well Digital marketing is around any communication that is digital events

marketing is around marketing events so if we've got a webinar that we organizing we want to Market it that comes under revents marketing key performance indicator or kpis it tracks the progress towards the goal so we should look to have the right kpis in order that we Contin can can continually evolve performance and track it along the way in order to optimize our Strategies as best as possible product marketing is around the process of bringing a specific product to Market and of course ensuring that it is successful brand positioning is about making sure that people

are aware of our brand that's also brand awareness of course U which how much people are aware of but positioning is when positioning it in the right way how are we different from our competitors what is better or more special about our particular Product lead nurturing is about taking a lead through the different stages getting them engaged getting them more excited and moving them towards the ability to have a sale with them we take them along a customer Journey which is the way of tracking guiding the customer along the interactions with our own company that's

right from their very very first interaction to when they signed a deal and furthermore pass that to when we're in customer support and Business as usual landing pages are used for lead generation successful landing pages have well- defined content done by people who are expert in this clear conversion pass so that people who get onto the landing page know what the product is what they're trying to do enable to sign up and then they get in the system very easily customer segmentation is about identifying the different sorts of customers that we have so we could

say for instance are They a business customer so we're selling to a business or are they consumer customer we're selling to an individual this is an example of segmentation and again lots of different scenarios that can be there based on what the organization is and Lead scoring is used to rank prospects obviously if we're looking at 100 possible leads we don't have enough time to be able to go through all of them so we want to see what is the best lead Which are the best leads we want to focus our time on so we

try and score them in order to work out where our best success is so how to get started with Dynamic 365 for marketing well there are multiple ways for managing customers we have contacts and segments and subscription lists and customers represent the individuals that we're targeting as part of the efforts so contacts individuals that Microsoft Dynamics 365 Marketing content and activities are targeted to segments is around grouping related contexts together so we can togg them with a customer Journey subscription list around storing details related to contacts who have elected to stay out of Marketing email

so they don't want to be emailed so but we can still understand who they are and what we do is we take these things and we then move forward onto the Marketing execution path this is where we Define and manage the key components that drive the marketing efforts so it includes things like marketing emails these are emails that are sent out to prospective leads or leads who are currently in our list for it obviously their contacts so things like images and videos and other components can be stored within Dynamics 365 for marketing so we can

easily use them and not just use them once but reuse them in Marketing email content we're able to use social posts so we can author and schedule social media content to be posted to popular social media platforms such as Facebook Twitter and Linkedin and finally we have customer Journeys and this is a graphical interface that allows us to set up a journey so we can visualize create an auto the journey that customers take on their way to making a purchase we can set these up through the front end then we can Visualize them or we

can tweak them as we need we can also see where a specific contact is lead for instance is on their Journey so how do we did started with this well we build all this up and we want leads now leads represent an expression of Interest by a contact based on their interactions with our marketing efforts once a lead has expressed a specific specific amount of interest and we can specify what that is they're considered sales ready and are Ready to be handled by the sales team now how do we assess when a lead is ready

we have scoring models and these are used to calculate the lead score or level of Interest based on scoreable interaction such as the number of emails they've opened how many times they've hit a landing page of us how many times they visited a website or attended an event we have scoring models which we can put into place and these can help Define when a lead is ready to be Considered sales ready so we leaded somebody from the initial point of interaction and we work on getting them a higher score as much as possible so that

when we feel they're ready we can then hand them over to sales itself so that's lead management obviously we want to be able to get the message out so what we need to be able to do is things like internet marketing so we have various components marketing Pages forms websites and redirect URLs because of Course marketing customers over the internet is really a great way to understand who our Target customer base is and what they're actually interested in so we can create web pages that can include forms where people could register for an offer or

update their contact information manage maining their subscriptions and a lot more we have forms as well which Define a series of input fields that are used to collect information for instance we might add a Le capture form to a web page when somebody could request more information you just say if you are interested please fill in this form and we'll send you more information and they put in then information it's stored within our system and we can a toate more information to go out to them we can have a whole website where we're tracking interactions

with different pages on when marketing pages are created a marketing website is also Defined where we host marketing pages on a marketing website and we have redirect URLs and these redirect through the Dynamics 365 marketing server on the way to another piece of contact so what we can say we can link somebody give them a link to a specific piece of content we want to know have they clicked on the link or not redirect you orl with will allow us to be able to track on whether that's there now marketing content is a variety of

Different items we could have images we could have videos we could have content blocks a variety of other stuff and what we have is we have an editor in which we are able to put together marketing emails and surface this information within it the marketing content is used to create a Content Library that's relevant to marketing assets that's being used in our efforts we have files which represent images that can be inputed into things like marketing Emails uploading images ensure that they can be accessed and displayed correctly when included in emails and marketing Pages cuz

the last things we want of formatting issues we have keywords and keywords allow us to make it easier to find our images so when we upload an image we can put a keyword against it and then somebody else can who may want that image can then search for the keyword and get that image for it we can put videos up there as well we Can again upload it into the system so it's all there and it's a very easy Editor to be able to use to put together all the content that we need so we've

already taken a look and mentioned segments earlier on so let's take a further look into segments now a typical marketing campaign is focused on a product the organization is providing or a service and the goal is to Target customers who will benefit the most from or have the greatest interest in what we Are marketing for that reason one of the first first and most important decisions to make when designing marke pieces is choosing the correct audience because it's a bit of a waste of time to go out to an audience that it wouldn't actually be

interested in at all so once we understand who audience is we can tailor messaging and marketing approach to best appeal to that group of people and there are two common terms that we use within diic 365 for marketing when it comes to Targeting customers and these are marketing segments and marketing lists now marketing segments are about to establish groups of related contacts that we will Target our marketing initiatives to marketing segments are used to Target customer Journeys which we will discuss later on both marketing segments and customer Journeys are features that are only available within

Dynamics 365 for marketing marketing list can Target Contacts leads or accounts they're significantly more limited in function than marketing segments marketing list members can either be dynamically or statically assigned now marketing list included with Dynamics 365 for sales and provide customers that do not have the marketing app installed have some Basic Marketing features one of these is through the quick campaign feature which is also included in damx 365 sales a quick campaign lets us quickly generate A single activity such as an email message to a marketing list this is handy when we need to Target

multiple customers but don't need a fully featured focus of this style of campaign now while marketing list and quick campaigns are not the focus of the module it's important to understand what they are as they do appear in the application often confused with marketing segments as mentioned just before marketing segments establish Groups of related contacts to Target marketing initiative towards they're created using the segregation or segmentation designer and whilst marketing segments only target contact records the segment design allows us to query contacts across multiple related tables including contacts leads accounts events marketing list and more

for example we could create a segment that only includes contacts from accounts that are in a specific industry such as The manufacturing industry we must also want to create a segment for contacts that participated in a specific event segments also enable us to query the marketing Insight service to find contacts that may have shown engagement with marketing initiatives previously or contacts we may be failing to reach due to issues for instance such as emails being bounced while building segments it's about accessing the customer data that we have available so Dynamic 365 For marketing gives us

the ability to Target customer data on behavioral and profile data behavioral data is generated automatically in response to contact interaction such as opening an email selecting an clicking on an email link submitting a form or registering for an event whereas profile data is information that's captured and stored on the tables that we regularly work with such as contacts accounts leads and any other tables that we choose to sync With segments can easily be created based on different qualification factors to ensure that we are marketing services to thect customer base we can segment customers based on

things like the demographics so where they actually are physically based such as New York or London we can look at firmographic these are selecting companies based on their business information then find related contacts based on their role at the companies so for instance we could Target the primary contact of each account with a budget over a million dollar we could look at behavioral targeting which is to find contacts who have interacted with or responded to marketing activities in a specific way and during a specific time frame such as contacts who click the landing page l

in a recent product launch email we can statically Target by manually defining who we should include in the segment by selecting which contacts we want to Include and we have the ability to have defined uh to have combined audiences and this allows us to have a more powerful targeting of customers by combining contacts from existing segments to more decisively Define who to include or exclude such as contacts that are in the New York segment but who are also in the newsletter segment so able to pull all of this together in order to put this through

and what we then do once these are defined is we' Mark it so for instance we would go ahead and we would use email marketing and as mentioned already we have the ability to create emails directly within Dynamic rusif for marketing using a drag and drop interface to set it out the email Designer provides this visual design that allows us to add configure and arrange various text and graphical elements that our email requires we can style the overall message with basic fonts colors and backgrounds we Can add Dynamic content such as adding a contact first

name or last name or company name to the body of the email using slugs which then automatically populate when they send out and we can also add links to external web pages such as Dynamics stre marketing Pages event registration Pages surveys and many many more and this therefore allows us to send large volumes of personalized emails we can monitor how recipients interact with them how many people open Them how many people clicked through to them and it drives the customer Journey now when people respond to a marketing initiative and we capture that information within the

system this is stored as a lead now here we can see what we refer to as a lead qualification screen with Dynamics 365 for marketing we're able to create custom lead scoring models based on how customers interacting with our organization there's an automated scoring system Which enables Dynamics 365 for marketing to calculate a score for each lead based on things like the demographic details the firmographic details and the actions that they've taken as they've interacted with us so what it does is it goes ahead and it gives a score to various activities so things for

instance as opening an email submitting a landing page going to our website or attending an event we can design our own segments and customer Journeys to react to Promising patterns in context Behavior so we able to engage them further with targeted messaging and enticing offers that should hopefully nurture their interest and get them to engage more with us and we can see where they are along with it now with customer Journeys what we're aiming to do is to take customers leads along a pathway we want to engage them we want to get them interested and

we want to get them to be able to buy a product or service from us And the goal of the journey is that when it's completed it turns into Revenue so we want to attract the right people we want to create reusable assets so we don't need to put time and effort into creating the assets every single time want to be able to personalize them and run marketing at it so we can create campaigns that Target the specific customer segments across multiple channels so we can think of email marketing as we mentioned web landing Pages

events telemarketing SMS text integration LinkedIn integration and other custom channels so we're not just interacting with them through a single Channel we can do it across multiple channels we want to be able to upload material which we can use time and time again so we have conf able templates reusable content block and design tools to make it easy to create that vast library of marketing content material that can easily be leveraged across Different customer Journeys tools like power automate can up streamline content approvals and easily integrate with third-party content Management systems and we can personalize

the customer Journeys by leveraging preferences as well as their past interactions we can personalized customer Journeys as well as automatically sync and nurture LinkedIn leads with the Dynamics 365 connector for link LinkedIn lead generation Forms to prepare a customer Journey we will get started so we need two pieces of information at least these are the customers that we want to Target and the marketing activity that we want to do now we can get very complex in this but we start off something basic and the different sort of tiles that we can use are as follows

we have the audience so who are the people that the journey is targeting a customer's Journey audience can be any of the following can be a Segment which is a collection of contacts grouped according to a common attribute or explicit assignment it could be a form submitted so all new or existing contacts who have submitted the form will be sent along the customer Journey or it can be record updates using the record updated tiem on to all records belonging to a specific table and then find the contact associated with any of these record that gets

created deleted or updated while the Journey is running we have messages and a message is the content that the customer Journey delivers to contacts as they Traverse the pipeline we have the ability to Branch branches allow different things to happen based on conditions so we can provide different directions the customer can be led to based on how they interact with the different elements and we have the ability to have an if or if then uh branch and what this does is contacts Follow it along until essentially it's a yes no if they've done this then

this will happen if they do something else then something different will happen it holds them until the defined condition is true until a find amount of time expires and it splits the path being able to split things at a fork to the customer Journey pipeline sending a random selection of contacts along each available path and we can track it we have the ability to use wait or delay to Specify how long to wait until performing The Next Step In the Journey and can be set to wait for an action to happen so wait for for

instance a specific amount of time before sending them to the next step so we could say we could use this to insert a delay of a day or a week between sending an initial marketing email and then sending a reminder or we can do a wait until and wait until holds it until a specific date is reached so for instance we can Say we want to put a mail short out on the 1st of January and it's currently October time we could say wait until the 1st of January and then it will wait until the

1st of January to be able to do it and then we have actions and this specifies what to do in response to a condition or weight item being met options include things like creating a lead which will create a new lead for each contact or account that enters this specific area we can run a workflow to Invoke a custom workflow at any point in the customer Journey so we can use this to advance a process stage create alerts and more workflows are of course highly customizable we have the ability to run a LinkedIn campaign so

the LinkedIn campaign tile links each contact who passes through it to specific LinkedIn campaign so we can see who was part of the campaign and we have sales activities obviously things answer as appointments phone calls tasks Etc we Can specify when they should be initiated along it so allows us to see the entire Journey overall and where people are on the journey and how they're getting through it now we've already mentioned the event management capability so what we have is the event designer and this allows us to create the right type of events based on

our organizational goals and factors such as the intended audience the type of event and the desired outcomes we have the Ability to track Logistics such as the location details and fees and speaker and sponsors and we can manage all of that within the event management we can create the agenda so defining the sessions that will be offered throughout we can track as where it's being located the type of session the audience who will be delivering the session so will be the speaker for the session and we can create tracks so we can have multiple tracks

running with different Sessions on each track this allows attendees to be able to easily locate and find the sessions that are most important to them we can manage registrations so who's planning on attending things like event classes and packages can be created to provide the best experience possible to the ENT attendees for the event and we have attendance history so we can evaluate evaluate the session's popularity and leverage that information to help set up Future offerings and events we can drive sales activities we have attendance information and from the participants we can see who's interacted

and how they've interacted and we can use that and marketing campaigns to generate leads and help Drive future Revenue now there are also additional marketing applications such as the LinkedIn campaign manager customer voice and customer insights available and these work in conjunction with the core Functionality that it's provided as part of Dynamics 365 for marketing it expands its capabilities and provides more flexibility so let's go and take a look at these three items so LinkedIn campaign manager is a marketing Solution that's designed to be able to interact with LinkedIn and run campaigns based on it

so within a campaign we can specify various things we can specify the objective which is a specific business goal we want to achieve for instance Building brand awareness generating leads or engaging with customers based on the objective prospects will have different experiences for instance if we're choosing lead generation we're going to direct customers to a lead generation form that's pre-filled with a LinkedIn profile data so they don't have to enter everything it pulls as much data as possible from LinkedIn the audience let us Define who we want to reach based on things like the Geographic

region and targeted criteria we can Define the details such as the industry skills or job title in the audience profile the ad format allows us to select the different type of ads to ensure that we're using the best format based on the objective so things like a single image ad a carousel image a video and other options available as well placements helps us use the LinkedIn Audience Network to reach more of our target audience budget and sheded allows To define the daily Budget on how much we want to spend on targeting our ads because that'ss

of course cost and Define a schedule when do we want to be able to have them posted when do we want them to be be able to go out and finally conversion tracking we can measure the actions that LinkedIn members take on our website after clicking or viewing the LinkedIn ad Dynamic 35 marketing offers several features for running and integrating marketing campaigns on LinkedIn such as ability to schedule and Po and publish the social post to P both personal and Company LinkedIn Pages directly from the app we can import the leads that are generated by

the lead gen forms into marketing we can design the customer Journeys and we can create LinkedIn matched audiences so all very very helpful and very important so that's how LinkedIn campaign manager works now we also then the second app is Dynamics 365 customer voice and what Dynamics 365 does it allows us to Define projects that contain multiple surveys to share common metrics includes a variety of questions to help us create surveys types of questions are things like choices text rating dates able to rank things like it so how much do you agree with something do

you like it or not like it file upload and net promoter score Dynamic 65 marketing includes built-in support for adding surveys to our marketing campaigns surveys are Built using Dynamics 365 customer voice and can be accessed directly from marketing components including the segment Builder the email Designer and the customer Journey design by making this information available in Dynamic Ser CER marketing we can use surveys to make datadriven decisions and apply the findings to the marketing initiatives we can even automate survey experience and use data generated from surveys for advanced segmentation and customer Profilings so now

let's move on to Dynamics 365 customer insights and what customer insights does is it takes data from all of the different data sources and it puts them into a single customer profile it's driven by AI essentially underneath it contains two products which is audience insights and engagements insights and and it can say how is our audience engaging with us if we look at an overall audience you know in a specific sector particular segment How are they engaging overall what should we learn from it or engagement insights how is something specifically that we're doing what is

the engagement driven with us it's aimed to give a 360 Dee view of customers overall so things like transactional data behavioral data demographic data from all of our data silos so what the process for creating insights we take all the data in we create a customer profile we Define the activities associated with it and the Relationships we can enrich the data by putting in other parts of data as well we can Define the measures used for it and we can create segments and then what this will do is this then will spit out a lot

of information for us to be able to analyze and see and hopefully help us understand customers better and then we can get better at what we're doing so this really covers Dynamics 365 for marketing at an overall high level so let's let's go and move on to The next module so let's now go ahead and take a look at our second module and the second module is the second one of the five core apps and this is Microsoft Dynamics 365 for sales this is all around the sales functionality within an organization and essentially comes after

marketing because marketing goes and gathers all the leads in qualifies them gets them to a point where by they're ready then they engage with the sales unit and what we have is we have the Sales process now the specific process stages and terminology they're used by organizations will vary based on factors like the industry the sales strategy product offerings or the types of customers that they are targeting but essentially there are four parts to it they qualify the opportunity they qualify the leads to see if they are relevant or not they will develop them to

get the relationship going with them to get to the point where buy they can Then propose something to them we want to sell you this product we think You' be really interest in it or we want to offer you the service we think you'll be really interested in it and then they go through the customer potential customer confirms and they want to go ahead with it the deal is signed and at that point they close it off now there's some key terminologies that we need to know along the sales process so an account is a

business or an organization it could be A customer it could be a vendor it could be different types of groupings that's there but that's an account overall activities around things that we do so we'd have phone calls and emails and appointments and these are activities which we can serve against the account or even against the contact or other types of Records contacts is an individual each individual will be a contact record so an account being the organization will have usually multiple Contact records associated with it as well as activities customers little bit more complicated a

customer could be an account or a contact so in a in a B2B scenario businesses to business this would be an customer would be an account and a b Toc a business to Consumer scenario this would be a contact a lead is somebody who has an interest in what we're selling could be an existing client who Has an interest in a new service or a new offering or could be somebody totally new who we have not interacted with before and we take leads and we move them into opportunities so like a lead an opportunity is

a potential sales transaction it's more viable than a lead let's say I may be interested I may not opportunity is I'm interested in a product or a service I'd like to find out more about it and it's therefore tracked for a longer period of time we Have the product catalog as we've talked about earlier on which is around products and information around product so this contains uh information around products such as the type of product and the amount the product is and can be associated with things like opportunities quotes orders and invoices a quote is

a formal offer for a product or a service somebody we're interacting with the they may or may not be interested in us that's a lead somebody Says they're interested in a product that's an opportunity we then need to give them details of that product and we're obviously going to quote them on how much it's going to cost or how much the surfice is going to cost that is an actual quote and a quote progresses into an order when a quote is finalized we give the quote to the customer C says that looks fine I'm happy

to go ahead with it that's then an order for it and after we do an order we provide the Products or the services we then need to invoice and this is the record saying we have provided this product or this service this amount the cost and the customer then needs to come and pay us for it we build it we have the sales Pipeline and this is where people are within the sales process so you know how many people we are developing how many people we're moving across into leads into opportunities and then being able

to close them off it can be used to show How many deals sales people are supposed to be closing in a specific period of time or how close they are to hitting the sales Target and finally we have competitors which are other organizations similar to us providing similar products similar services and essentially we're going to compete with them to win deals so let's go ahead and see how we can use this and show it in our sales process that we saw earlier on so if we take a look at this for Instance we have our

sales process along the bottom we have qualify develop proposed close and now we have fill on there so in the qualified stage we have the lead we identify who the lead is is and we can qualify them would they be considered to be a good fit or not if they're not a good fit then the lead is disqualified and the sales cycle ends but if we determine that in fact the lead is indeed a good fit the lead is turned to be qualified and then it's Converted to an opportunity and then we move across into

the develop stage the opportunity record is used to develop the details of the deal details such as the products and services that the lead is interested in estim ated revenue and timelines are added to the opportunity and is tracked within the system when we're happy with that what we can then do is we can propose so once the deal is ready to go we add a quote To the opportunity and this represents the formal proposal to the lead to the now potential customer to be able to take a look at it this is the product

or the service that we're offering this is what it's going to cost them and this will then go over to the customer the customer takes a look at the quote and says that look great and accepts the quote and when they accept it we then go ahead and we create an order within the system we can UT generate this from the Quote and with this when an order is generated the quote and the opportunity which is still there within the system are closed successfully we then fulfill the order so we provide the services or the

products to the customer and this is then fulfilled and when we can mark it as being fulfilled which is the fifth stage within the system and invoice is then automatically generated based on all the information that we have have stored within the system to be able to Bill the customer so this is the way that the sales process works overall from the first point to the last point so quite concise with that so what features are available with Dynamics 365 for sales there are a lot of out thebox features to support sales functions we have

artificial intelligence tools we have things like the business card scanner which allows to quickly capture important information from a business card and put it in to Dynamic 365 for Sales or power apps whilst we're out if we're at conferences or exhibitions or in the field and we're meeting customers we can take business card scan it in and the data will be captured in the system this can help us quickly identify if there is a p relationship with a customer and determine what the next course of action should be we have tailorable business process flows we're

able to guide sellers through each stage of our organization's sales life cycle Process not only does this help to onboard new sellers in our organization but it also ensures that all our sellers know exactly what is required during each stage in the process and they're equipped the necessary data and tools to execute it we have the assistant which Services important information in the context of what we are doing such as providing reminders of upcoming activities related to a sales lead or notifying us when customers are doing Something that could impact a potential detail and we

have the timeline which Services any relevant Communications directly onto the record form this easily lets us see all relevant Communications from a single point in addition we can quickly generate Communications such as phone calls emails and appointments and interact with team members directly from the prospects record now we've already spoken about the product catalog which Is available in the system and we can manage there for all of our products with the dedicated product catalog that can function as a standalone Standalone product catalog or can be integrated with an Erp application such as dynamx 365 finance

and operations we can quickly build sales quotes by adding products directly from the product catalog automated pricing options can update pricing details automatically we have the ability to have customized Pricing and discounts we hold multiple price lists we can attach the most appropriate pricing based on who the customer is current promotions or sales scenarios we have the ability to have product families and product families extend the product catlog functionality even more by providing a central area to Define common properties such as the sizing or coloring options for all products within a family products can be

linked together to provide greater Support in common sales scenario such as cross- selling product substitution or upselling we have quote management and as we said in the scene in the sales process we would generate a quote so we can generate quotes directly from detail store within a sales opportunity we can manage the entire sales negotiation process with easy quote revisions and quote delivery using familiar formats such as micros software documents or PDFs say sales orders can then be Created directly from quotes when deals move forward with the sales automation related supply chain items can then

be opened or closed as the attached quote record is also closed and we have invoices which are then can be automatically created from fulfilled sales orders and the status of the invoice is tracked as the invoice is paid for by the customer so let's take a look at the typical sales life cycle so as we can see we've got lead opportunity Quote order invoice this is the way that goes through in the system and this overlaps how we go with it into the system which we've seen it already so in the qualifi stage we got

the potential lead in the develop stage we're moving through them we're getting them more interested we can then give them a quote we propose them a quote they accept the quote they confirm the quote details we're using the product catalog for all of this as well and we can then fulfill It within the system so with going looking back at our lead record as we have we got the business process at the top we'll move them through that process as we've seen it and we move them through it we'll be able to see the information

around it we can see the stakeholders as we talked about already before and then once we've completed the process of determining the viability of the lead we can either qualify them so they indicate that we consider them to Be a viable potential sale and we're ready to move to the next phase in the sales process or we can disqualify them where we indicate that we will no longer be pursuing them as a customer they disqualified out and this is essentially the end of the leave process if they're disqualified they would stay in the system as

a disqualified lead now if we have qualified them as a lead we then move it to the opportunity stage and this then leads into Opportunity management so we got the business process that we've had before and we've qualified the lead so we're happy with that we've taken the information from it and we move into the develop stage so we create the opportunity automatically when we qualify a lead as being a proper qualified lead but not disqualifying them it creates the opportunity automatically within the system and what we can then do is we can add product

Lines to the opportunity so when we add products we will then have prices from the product catalog which is associated with it we can also specify as to whether we use the system calculated price or whether we're going to use special pricing and what would happen is is that the seller would then the sales rep would then arrange a meeting with the opportunity with the person to go through it say oh you happy with it if we're happy with that what we do is we Then be able to create a quote within the system you

know they could do a presentation for instance Around The Proposal with it and then wrap up a quote if they would be happy to proceed with it and the presentation of course can be attached to the opportunity if needed and and close down as I move forward with with it they would then go ahead and they would create the quote so if we take a look at working with quotes see quotes can be to can be created Manually within the system possible to create manual quotes or they can be done directly from the opportunity now

when a qu quote is first created it has a status of draft draft codes can be modified and have products added or removed it's tweaking that quote to get it ready when it is ready to be represented to the customer it needs to be activated and an activated quote is read only once the quote is active it is ready to be presented to the customer And quotes can be generated typically as microsoftw documents or as PDF documents now if we consider the sales process generically usually the first version of a quote presented to the customer

is not the version that they actually end up accepting it's quite common for a customer to request that items be removed or changed or change the quantities or get better pricing for example the quote could include you know 10 items on it and the customer decize They actually want to start with five for now so what would happen is is they present the first quote to the customer and then the customer comes back and says actually I want to change so they would then create a version of the quote within the system they don't change

the first one the first one is still there it's then archived and they create a new one based on the first one and they modify it as necessary and it gets to the point whereby the customer then says Yep that's great I want to go ahead with that quote I'm happy with it so what we do then is we finalize that quote and that then creates an order so what happens is is the ORD the commitment from the customer they've accepted the quote they are going to be able to buy and orders are automatically created

from a quote that's accepted the customer says it's accepted we hit the button within the system to say that this quote is accepted we need to make Sure of course we're on the right version of the quote and then it then creates an order automatically and we need to go ahead and fulfill the order we need to provide the customer with the services or with the products that are part of it so this creates the order then and when the order is then fulfilled what we are able to do is then we able to mark

it as being fulfilled either it's fully completed so it's fully fulfilled or it's partially Fulfilled you know we've had a problem we haven't been able to deliver 10 units we hav been able to deliver seven because there was a problem with the supply chain so we need to deliver three still for example but then we can automatically go and create an invoice which which is automatically generated within the system when an invoice is created all of the products that are associated with the order will be automatically added to the invoice now Other products or Services

can be added or removed from the order after it has been created and will then go onto the invoice as well and invoice of course a request for the customer to actually pay us for the products and services or or services that we are offering so this is how the sales process works overall at a high level now just as with marketing we had customer insights we also have sales insights and Dynamics 365 sales insights is a suite of features that continuously Analyze our data around customer interactions that are already stored within Dynamics 365 for

sales as well as the Microsoft 365 databases now Advanced sales insides features some of them do require Dynamics 365 sales insights licensing so for and things like the assistant with the studio relationship analytics predictive lead scoring predictive opportunity scoring notes analysis talking points Dynamics jce assistance For Microsoft teams all of those need the additional license in place what it does it allows it to analyze what's going on in terms of your leads in terms of our quotes in terms of our orders and invoices as well to be able to understand our relationships we can see

the activities that we've carried out in relation to these specific contacts or hand or accounts we can see if they're being successful or not we've been able to analyze the conversations that are Going on so talking about football for instance or talking about tennis or talking about Formula 1 racing we can see that we can see which conversations are getting good traction with the customers to be able then to build on that and enhance our relationship now when we looked at the marketing dyamic for marketing we talked about LinkedIn integration and Dynamic 365 for sales

has LinkedIn integration as well using sales Navigator and what this does is this integrates LinkedIn sales Navigator with Dynamics 365 for sales to provide a seamless experience between sales Navigator and Dynamics 365 this in turn empowers sales representatives to get insights on customers as well as recommendations directly for many Dynamics 365 record LinkedIn sales Navigator controls are available and can be placed on Dynamics 36 five sales forms and the two controls available are The LinkedIn sales Navigator lead control so handling leads as well as the LinkedIn sales Navigator account control handling accounts and what this

allows us to do is allows us to get access to all of our LinkedIn features directly in Dynamics so things like LinkedIn in in mail we're able to run from Dynamics itself we're able to ask for an introduction to the lead from anybody within the network or the organization and we're able to win those LinkedIn activities so in mail and Point Drive activities into the activity timeline within Dynamics 365 itself so any interactions we' had directly within LinkedIn we can see within Dynamics 365 when we're looking at the record so some fabulous integration with LinkedIn

very powerful really there to drive that sales process absolutely so with that this is finished our look at the Dynamics 365 for sales module thank you you and have a lovely Day thanks for such an informative part one of this session I hope our participants will really benefit from it don't forget to join us for the remaining two parts of this series to complete your exam prep on Microsoft Dynamics 365 fundamentals customer engagement apps CRM MB 910 so we'll see you in the next part of this series bye