Dynamics 365 Fundamentals

Question 1

What is Microsoft Dynamics 365?

Answer 1

Microsoft Dynamics 365 is a suite of intelligent business applications that can include sales, service, marketing, as well as operations. Each of these areas serve to help an organization deliver upon their customer relationship strategies and provide an organizational perspective on those relationships.

Question 2

What are 3 functional areas in D365?

Answer 2

Sales, Service & Marketing

Question 3

What are the 2 most common record types in Sales?

Answer 3

Leads & Opportunities

Question 4

What are the 3 most common record types in Service?

Answer 4

Cases, Entitlements & Knowledge Base

Question 5

What are the 2 most common record types in Marketing?

Answer 5

Marketing Lists & Campaigns

Question 6

Operations is managed through…

Answer 6

Shared Master Data

Question 7

Operations has the capabilities to support…

Answer 7

…financials, supply chain, project management, and human resources.

Question 8

What is a lead?

Answer 8

A lead represents a potential customer with whom an existing relationship does not likely exist.

Question 9

Records can be broken up into:

Answer 9

Leads, Accounts & Contacts

Question 10

What 2 types of leads are there?

Answer 10

If they are a viable customer, the lead would be qualified. If they are not considered a viable customer, the lead would be considered disqualified.

Question 11

What is an account?

Answer 11

An account generally represents a company or organization that is considered qualified or companies that we’ve done business with for a period of time. In other words, an account is a group of people.

Question 12

What is a contact?

Answer 12

And then finally, we have contacts. Now, unlike accounts, a contact represents a person.

Question 13

What is case management?

Answer 13

Case management might be considered a support case, a question, or even a request. Within Microsoft Dynamics 365, the case management functionality allows organizations to manage issues or questions to a resolution.

Question 14

What is an entitlement?

Answer 14

An entitlement represents a contract that a customer has purchased from you for a certain number of allotments. The allotments could be a certain number of cases or even a certain amount of time that they get with you to be able to have support. This means that they’ll be provided support from your organization based on those number of cases or based on that number of time.

Question 15

What is a service level agreement?

Answer 15

Now, a Service Level Agreement represents an agreement, either written or even more of a de facto kind of agreement, between you and your customer. It defines a level of service that they can expect from you.

Question 16

What is the knowledge base?

Answer 16

Within Microsoft Dynamics 365 you have the ability to create a repository of different types of support articles or informational articles that can be used either internally or sent externally to your customers to help them out.

Question 17

What is the interactive service hub?

Answer 17

The interactive service hub is an intuitive and interactive experience for managing your customer service within the Dynamics 365 environment in a single place. It’s loaded with rich dashboards and forms that pull together key service-related information so it’s possible to focus on what’s important and get things done faster.

Question 18

What is the interactive service hub?

Answer 18

The interactive service hub is an intuitive and interactive experience for managing your customer service within the Dynamics 365 environment in a single place. It’s loaded with rich dashboards and forms that pull together key service-related information so it’s possible to focus on what’s important and get things done faster.

Question 19

What does the marketing functionality within D365 provide to customers?

Answer 19

Overall, Microsoft Dynamics 365 enables you to extend effectiveness of your marketing department using marketing campaigns, marketing lists, and marketing or campaign templates marketing employees can identify, execute, and replicate effective marketing initiatives across sales channels.

Question 20

What is the primary operations functionality within D365?

Answer 20

The Dynamics 365 for Operations is the Microsoft enterprise resource planning solution for businesses that support global organizations by managing multi-site operations through shared master data and business processes in a single instance. It includes rich ERP capabilities for industry operational workloads such as retail, manufacturing, and public service as well as horizontal operational workloads including project management, budget foundation, and expense management, along with administrative core workloads of financials and human resource. So within a single solution, Microsoft Dynamics 365 for Operations helps enterprises meet their business requirements easily with deliberately built capabilities for various industries.

Question 21

What is a record connection?

Answer 21

Another kind of record or a relationship within the system is called a connection. Record connections provide a valuable piece of functionality for a sales user. They allow users to create links between two different records. For example, when a contact from one account recommends another account (customer).

Question 22

What is an entity?

Answer 22

An entity is a record type. For an example, an account, a contact, lead, sales order, opportunity, or even case are all examples of different record types. Oftentimes you will hear these record types referred to as entities. And as we briefly discussed, any entity essentially can be related to another entity.

Question 23

What is a record?

Answer 23

A record is an instance of an entity. So if a contact is an entity, Jim Glynn could be an example of a record of a contact record type.

Question 24

What is a field?

Answer 24

A field is a single data point relating to an entity or, stated differently, a field is a place where you put data into the system. For example, if you look at a contact, a field might be a name, a phone number, or even a job title. These are all considered fields. And it’s important to note that additional fields can be added to the system when needed.

Question 25

What is a form?

Answer 25

A collection of fields.

Question 26

What are the different ways to access D365?

Answer 26

1) Through the web client
2) Opening Microsoft Outlook & selecting D365
3) Mobile device or tablet

Question 27

Where do you find help with Dynamics 365?

Answer 27

Dynamics 365 Help Hub

Question 28

Where can you find the content library?

Answer 28

Settings, Training, Content Library

Question 29

Can you turn off Learning Path?

Answer 29

Yes