Domain 2: Explore Microsoft Dynamics 365 customer engagement apps and capabilities
This domain explores what each app can do and how cross-app capabilities work. Expect feature-level questions: which feature routes work, which stores knowledge, which schedules resources, and which supports real-time marketing.
Sales
Sales covers lead and opportunity management, pipeline and forecast views, and the sales accelerator work list. Sequences guide sellers through repeatable outreach; predictive scoring ranks leads and opportunities; conversation intelligence and Copilot summarize interactions and suggest next steps. LinkedIn Sales Navigator integration supports prospecting.
Customer Service
Customer Service provides case lifecycle management, queues, entitlements, and SLA tracking. Knowledge management supplies articles that agents can use and share. Omnichannel adds chat, voice, SMS, and social channels; unified routing assigns work by skill and priority. The Customer Service workspace gives agents a multi-session view.
Field Service
Field Service centers on work orders, incident types, and service tasks. The scheduling board and Resource Scheduling Optimization assign the right technician with the right skills and parts. Inspections capture survey-style data; asset management tracks customer equipment; the mobile app supports offline work.
Customer Insights and Project Operations
Customer Insights builds segments, journeys, and real-time marketing triggered by customer actions, with consent and templates. Project Operations handles project quotes, contracts, pro forma invoices, time and expense, and resource scheduling.
Platform
Dataverse tables, business units, security roles, and teams control data and access. Power Automate automates flows; Power BI visualizes data; Power Pages builds external sites; Copilot provides generative assistance.
Worked example
A bank wants chat and voice requests routed to specialists by skill, with SLA timers. Customer Service with omnichannel and unified routing fits: channels create conversations, routing matches skills, and entitlements and SLAs enforce service terms. Field Service would be for on-site visits; Sales would be for opportunities.
Traps
Sequences are not customer journeys. Entitlements define what a customer is entitled to; SLA items define time targets. A case is not a work order. A security role grants privileges; a business unit scopes data. Copilot assists but does not replace configuration.