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  1. Skills Directory
  2. Customer Engagement

Customer Engagement

CRM

Microsoft Dynamics 365 Customer Engagement (Dynamics 365 CE) is a customer relationship management (CRM) solution developed by Microsoft. It is part of the broader Microsoft Dynamics 365 suite, which includes various business applications for different purposes. Dynamics 365 CE is specifically designed to help organizations manage their sales, customer service, marketing, and field service activities.

This competency area includes an understanding of the concepts of CRM functional knowledge, Dynamics 365 CE configuration, customization, sales management, customer service, marketing automation, reports and dashboards, security and role management, custom development, mobile access, unified interface, portals, and data migration.

Key Competencies:

  1. CRM Functional Knowledge - Understand the core concepts of CRM, including customer data management, sales processes, customer service, and marketing automation.

  2. Dynamics 365 CE Configuration - Learn how to configure Dynamics 365 CE to match your organization's needs. This includes defining entities, fields, forms, views, workflows, and business rules.

  3. Customization - Ability to customize the platform with custom entities, relationships, and fields to meet unique business requirements.

  4. Sales Management - Proficiency in setting up and managing sales processes, opportunity management, leads, and forecasting.

  5. Customer Service - Understand case management, service-level agreements (SLAs), entitlements, and knowledge base management for providing excellent customer service.

  6. Marketing Automation - Familiarity with email marketing, lead management, marketing lists, and customer journey automation.

  7. Reports and Dashboards - Ability to create and analyze reports and dashboards to gain insights into data and track key performance indicators.

  8. Security and Role Management - Configure security roles and permissions to control access to data and functionality.

  9. Custom Development - Proficiency in using Power Platform tools (Power Apps, Power Automate, Power BI) for building custom solutions and extending Dynamics 365 CE.

  10. Mobile Access - Knowledge of configuring and customizing the mobile app for on-the-go access to CRM data.

  11. Unified Interface - Familiarity with the unified interface for a consistent and responsive user experience across devices.

  12. Portals - Ability to set up and configure web portals for customer self-service and partner interactions.

  13. Data Migration - Knowledge of data migration from legacy systems into Dynamics 365 CE.