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Manage customer engagement and shopping experience in Dynamics 365 Commerce

Offered By: Microsoft via Microsoft Learn

Tags

Microsoft Dynamics Courses Customer Engagement Courses Dynamics 365 Commerce Courses

Course Description

Overview

  • Module 1: The goal of any retail business is to increase sales, while also increasing customer satisfaction with the retailer’s brand.

    • In this module, you will:

    • Understand the concepts of loyalty management.
    • Learn how to configure loyalty programs.
    • Learn about affiliations.
    • Learn about gift cards.
  • Module 2: Product discovery in Dynamics 365 Commerce is a quick and simple way for a retail customer to discover products by browsing through categories and using search and filtering.

    • In this module, you will:

    • Learn about product discovery and its benefits.
    • Learn about the types of product discovery.
  • Module 3: Ratings and reviews help customers learn about products before they make a purchase decision by showing them what other customers think about those products. Ratings and reviews can also serve as a feedback mechanism that retailers can use to improve the quality of a product and therefore increase sales.

    • In this module, you will:

    • Learn how to manage, configure, and sync ratings and reviews in Dynamics 365 Commerce.
    • Learn how to consume product ratings to help with customer interaction.
  • Module 4: Product recommendations is a customer shopping feature in Dynamics 365 Commerce. The recommendations are based on the purchase trends of other customers in online and brick-and-mortar stores. Purchase trends are analyzed by using artificial intelligence and machine learning, which help Commerce provide different types of relevant product recommendations.

    • In this module, you will:

    • Learn how to enable and work with product recommendations.
    • Learn about machine learning recommendations and recommendation lists and parameters.
  • Module 5: Clienteling empowers sales associates to become trusted advisors and establish long-term relationships with their customers.

    • In this module, you will:

    • Learn about the clienteling solution in Dynamics 365 Commerce.
    • Learn about the purpose of assisted selling.
    • Learn the benefits of using Dynamics 365 Customer Insights with clienteling.

Syllabus

  • Module 1: Manage customer engagement in Dynamics 365 Commerce
    • Introduction
    • Loyalty management
    • Affiliations
    • Gift cards
    • Exercises - Manage customer engagement in Commerce
    • Check your knowledge
    • Summary
  • Module 2: Product discovery in Dynamics 365 Commerce
    • Introduction
    • Types of product discovery
    • Check your knowledge
    • Summary
  • Module 3: Work with ratings and reviews in Dynamics 365 Commerce
    • Introduction
    • Manage ratings and reviews
    • Consume product ratings in omnichannel
    • Exercise - Sync product ratings
    • Exercise - Respond to a review
    • Exercise - Delete a review
    • Check your knowledge
    • Summary
  • Module 4: Work with product recommendations in Dynamics 365 Commerce
    • Introduction
    • Types of product recommendations
    • Shop similar looks
    • Enable product recommendations
    • Exercises
    • Check your knowledge
    • Summary
  • Module 5: Manage clienteling in Dynamics 365 Commerce
    • Introduction
    • Assisted selling
    • Client Book
    • Activities and notes
    • Use Customer Insights
    • Check your knowledge
    • Summary

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