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Chapter 1: Describe Dynamics 365 Customer Insights-Explore Customer Insights - Journeys-Describe use cases for Customer Insights - Journeys
Chapter 2: Describe Dynamics 365 Customer Insights-Explore Customer Insights - Journeys-Describe lead generation and qualification
Chapter 3: Describe Dynamics 365 Customer Insights-Explore Customer Insights - Journeys-Describe use cases for marketing forms
Chapter 4: Describe Dynamics 365 Customer Insights-Explore Customer Insights - Journeys-Describe how to target customers by using segments
Chapter 5: Describe Dynamics 365 Customer Insights-Explore Customer Insights - Journeys-Describe email marketing
Chapter 6: Describe Dynamics 365 Customer Insights-Explore Customer Insights - Journeys-Describe customer journeys
Chapter 7: Describe Dynamics 365 Customer Insights-Explore Customer Insights - Journeys-Describe event management features and capabilities
Chapter 8: Describe Dynamics 365 Customer Insights-Explore Customer Insights - Journeys-Describe how to use Microsoft 365 Copilot with Customer Insights - Journeys
Chapter 9: Describe Dynamics 365 Customer Insights-Describe Customer Insights - Data-Describe use cases of and capabilities for Customer Insights – Data
Chapter 10: Describe Dynamics 365 Customer Insights-Describe Customer Insights - Data-Describe unified customer profiles
Chapter 11: Describe Dynamics 365 Customer Insights-Describe Customer Insights - Data-Describe measures, segments, and predictions
Chapter 12: Describe Dynamics 365 Sales-Explore Sales-Describe use cases for Sales
Chapter 13: Describe Dynamics 365 Sales-Explore Sales-Describe leads and the process for qualifying leads
Chapter 14: Describe Dynamics 365 Sales-Explore Sales-Describe the opportunity management process
Chapter 15: Describe Dynamics 365 Sales-Explore Sales-Describe the quote lifecycle
Chapter 16: Describe Dynamics 365 Sales-Explore Sales-Describe the order management and invoice management processes
Chapter 17: Describe Dynamics 365 Sales-Explore Sales-Describe use cases for guided selling including business process flows
Chapter 18: Describe Dynamics 365 Sales-Explore Sales-Describe the product catalog, prices list, and unit groups
Chapter 21: Describe Dynamics 365 Sales-Describe Sales capabilities and related apps-Describe sales pipeline and forecasting concepts
Chapter 22: Describe Dynamics 365 Sales-Describe Sales capabilities and related apps-Describe use cases for and capabilities of Sales Insights features
Chapter 23: Describe Dynamics 365 Sales-Describe Sales capabilities and related apps-Describe use cases for and capabilities of LinkedIn Sales Insights
Chapter 24: Describe Dynamics 365 Sales-Describe Sales capabilities and related apps-Describe use cases for the Dynamics 365 Sales mobile app
Chapter 25: Describe Dynamics 365 Sales-Describe Sales capabilities and related apps-Describe Microsoft 365 Copilot for Sales
Chapter 27: Describe Dynamics 365 Customer Service-Explore Customer Service-Describe the functionality for workload management, including cases, basic routing rulesets (basic queues), Unified Routing, and the inbox for agents
Chapter 28: Describe Dynamics 365 Customer Service-Explore Customer Service-Describe knowledge management in Customer Service
Chapter 29: Describe Dynamics 365 Customer Service-Explore Customer Service-Describe the case lifecycle including service-level agreements (SLAs) and entitlements
Chapter 30: Describe Dynamics 365 Customer Service-Explore Customer Service-Describe use cases for Copilot in Customer Service
Chapter 31: Describe Dynamics 365 Customer Service-Describe Customer Service capabilities and related apps-Describe Omnichannel for Customer Service
Chapter 32: Describe Dynamics 365 Customer Service-Describe Customer Service capabilities and related apps-Describe reporting and data visualization options in Customer Service
Chapter 33: Describe Dynamics 365 Customer Service-Describe Customer Service capabilities and related apps-Describe use cases for agent productivity tools
Chapter 35: Describe Dynamics 365 Field Service-Explore Field Service-Describe the work order lifecycle
Chapter 36: Describe Dynamics 365 Field Service-Explore Field Service-Describe inspections in Field Service
Chapter 37: Describe Dynamics 365 Field Service-Explore Field Service-Describe the Field Service mobile app
Chapter 38: Describe Dynamics 365 Field Service-Explore Field Service-Describe use cases of Copilot in Field Service
Chapter 39: Describe Dynamics 365 Field Service-Describe capabilities related to Field Service-Describe resource management and scheduling processes
Chapter 40: Describe Dynamics 365 Field Service-Describe capabilities related to Field Service-Describe asset management and customer assets
Chapter 41: Describe Dynamics 365 Field Service-Describe capabilities related to Field Service-Describe Connected Field Service for Dynamics 365
Chapter 42: Explore the core capabilities of customer engagement apps in Dynamics 365-Describe the foundations of customer engagement apps-Describe customer engagement apps
Chapter 43: Explore the core capabilities of customer engagement apps in Dynamics 365-Describe the foundations of customer engagement apps-Describe Microsoft Power Platform as it relates to customer engagement apps
Chapter 44: Explore the core capabilities of customer engagement apps in Dynamics 365-Describe the foundations of customer engagement apps-Describe Microsoft Dataverse as the foundation for customer engagement apps
Chapter 45: Explore the core capabilities of customer engagement apps in Dynamics 365-Describe the foundations of customer engagement apps-Navigate to and within customer engagement apps
Chapter 46: Explore the core capabilities of customer engagement apps in Dynamics 365-Describe the foundations of customer engagement apps-Describe capabilities of Microsoft 365 Copilot in the Dynamics 365 customer engagement apps
Chapter 47: Explore the core capabilities of customer engagement apps in Dynamics 365-Describe shared activities and integration options in customer engagement apps-Describe customers and activities
Chapter 48: Explore the core capabilities of customer engagement apps in Dynamics 365-Describe shared activities and integration options in customer engagement apps-Describe search options and filter criteria
Chapter 49: Explore the core capabilities of customer engagement apps in Dynamics 365-Describe shared activities and integration options in customer engagement apps-Describe reporting capabilities including dashboards, charts, and views
Chapter 50: Explore the core capabilities of customer engagement apps in Dynamics 365-Describe shared activities and integration options in customer engagement apps-Describe Microsoft Teams integration
Chapter 51: Explore the core capabilities of customer engagement apps in Dynamics 365-Describe shared activities and integration options in customer engagement apps-Describe Microsoft Outlook integration
Chapter 52: Explore the core capabilities of customer engagement apps in Dynamics 365-Describe shared activities and integration options in customer engagement apps-Describe Microsoft Excel and Word integration
Chapter 53: Explore the core capabilities of customer engagement apps in Dynamics 365-Describe shared activities and integration options in customer engagement apps-Describe Microsoft SharePoint integration

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