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Course Outline
Introduction
- An overview of Microsoft Dynamics 365 Customer Insights and its significance for government agencies.
- A detailed look at the features and components of Customer Insights.
- Instructions for installing and configuring Customer Insights for government use.
- Guidance on setting up a basic Customer Insights project for government operations.
Unifying and Enriching Customer Data
- An explanation of customer data platform (CDP) concepts and their benefits for government agencies.
- A review of data sources, entities, and fields in Customer Insights for government use.
- Steps for unifying and mapping customer data to enhance government operations.
- Techniques for enriching customer data using artificial intelligence and third-party data sources.
Creating and Managing Segments and Lists
- A discussion of segmentation and list management concepts and their benefits for government agencies.
- An overview of segments and lists in Customer Insights for government use.
- Guidelines for setting segment criteria and filters to better target government services.
- Procedures for exporting and importing segments and lists for efficient data management.
Creating and Managing Forms and Pages
- An explanation of form and page creation concepts and their benefits for government agencies.
- A review of forms and pages in Customer Insights for government use.
- Instructions for designing and customizing forms and pages to meet specific government needs.
- Steps for publishing and embedding forms and pages to enhance public engagement.
Managing Leads, Contacts, and Accounts
- An overview of lead, contact, and account management concepts and their benefits for government agencies.
- A review of leads, contacts, and accounts in Customer Insights for government use.
- Guidelines for qualifying and converting leads to improve service delivery.
- Procedures for associating and disassociating leads, contacts, and accounts to streamline operations.
Creating and Managing Marketing Email Messages
- An explanation of marketing email message creation concepts and their benefits for government agencies.
- A review of marketing email messages in Customer Insights for government use.
- Instructions for designing and customizing marketing email messages to enhance communication with constituents.
- Steps for sending and tracking marketing email messages to measure effectiveness.
Managing Customer Journeys
- An overview of customer journey management concepts and their benefits for government agencies.
- A review of customer journeys in Customer Insights for government use.
- Guidelines for designing and customizing customer journeys to improve service experiences.
- Procedures for publishing and monitoring customer journeys to ensure continuous improvement.
Managing Events and Webinars
- An explanation of event and webinar management concepts and their benefits for government agencies.
- A review of events and webinars in Customer Insights for government use.
- Instructions for designing and customizing events and webinars to enhance public engagement.
- Steps for publishing and hosting events and webinars to reach a broader audience.
Configuring Dynamics 365 Customer Voice
- An overview of Dynamics 365 Customer Voice concepts and their benefits for government agencies.
- A review of surveys in Dynamics 365 Customer Voice for government use.
- Guidelines for designing and customizing surveys to gather valuable feedback.
- Procedures for sending and analyzing surveys to inform decision-making.
Integrating Customer Insights with Other Applications and Services
- An explanation of integration concepts and their benefits for government agencies.
- A review of integrating Customer Insights with Dynamics 365 Sales, Customer Service, and Marketing for comprehensive service delivery.
- Instructions for integrating Customer Insights with Power Apps, Power Automate, and Power Virtual Agents to enhance operational efficiency.
- Guidelines for integrating Customer Insights with Microsoft Teams, Outlook, and SharePoint to improve collaboration and data management.
- Procedures for integrating Customer Insights with third-party services and APIs to extend functionality.
Monitoring and Optimizing Marketing Performance and Customer Satisfaction
- An overview of monitoring and optimization concepts and their benefits for government agencies.
- A review of dashboards and reports for measurement and analysis to inform strategic decisions.
- Guidelines for using insights and recommendations for optimizing marketing performance and customer satisfaction.
- Instructions for using Copilot for exploration, analysis, and discovery to uncover new opportunities.
- Steps for leveraging Copilot for creative ideas and content development to enhance public communications.
Summary and Next Steps
Requirements
- Basic understanding of Microsoft Dynamics 365 and cloud concepts
- Familiarity with marketing principles and practices
Audience for Government
- Microsoft Dynamics 365 Customer Insights (Journeys) Functional Consultants
- Marketing professionals
- IT professionals
21 Hours
Testimonials (2)
That we got to use a test environment and could do what was trained. Hennie was such a wonderful person and was very welcoming.
Kirsten da Silva - Financial Planning Institute
Course - Microsoft Dynamics 365 Customer Insights (MB-220)
I learnt that we underutilize the system we work on and enjoyed every apsect.
