PL-900: Microsoft Power Platform Fundamentals

PL-900: Microsoft Power Platform Fundamentals

PL-900: Microsoft Power Platform Fundamentals

About PL-900: Microsoft Power Platform Fundamentals

  Candidates for this exam are users who aspire to improve productivity by automating business processes, analyzing data to produce business insights, and acting more effectively by creating simple app experiences. This exam covers the following: Describe the Power Platform components: Power Apps, Power BI, Microsoft Flow, Common Data Service (CDS), connectors, and AI builder; describe cross-cloud scenarios with representation across Microsoft 365, Dynamics 365, Microsoft Azure, and third-party services; identify benefits and capabilities of Power Platform; identify the basic functionality and business value Power Platform components; implement simple solutions with Microsoft Flow, Power BI, and AI Builder; and create a basic app in a no-code environment.
Delivery Instructor-led classroom or online training. Classroom training is hosted at The CRM Team training suite, Allandale Offices, Waterfall Drive. 
Course Content
1. Understand the business value of Power Platform
Describe the value of Power Platform applications May include but is not limited to: • analyze data by using Power BI • act with Power Apps • build solutions that use Common Data Service (CDS) • automate with Microsoft Flow • interoperate with external systems and data Describe the value of connecting business solutions May include but is not limited to describing the benefits of connecting: • Dynamics 365 • Microsoft 365 • Microsoft Azure • third-party services and apps Understand Power Platform administration and security May include but is not limited to: • understand how Power Platform implements security • understand Power Platform as a service • describe how to manage apps and users • describe admin centers • understand how the platform supports compliance
2. Understand the Core Components of Power Platform
Understand Common Data Services May include but is not limited to: • user experience vs unique job role using Power Apps • identify entities, fields, and relationships • describe environments • describe use cases and limitations of Business process flows • describe use cases and limitations of business rules • describe the Common Data Model (CDM) • identify common standard entities Understand Connectors May include but is not limited to: • describe uses for and types of triggers • describe actions • describe connectors • identify use cases for custom connectors Understand AI Builder May include but is not limited to: • identify the business value of AI Builder • describe models • consumption by the Power Platform
3. Demonstrate the business value of Power BI
Understand common components in Power BI May include but is not limited to: • identify and describe uses for visualization controls • describe types of filters • describe Tabs • custom visuals • compare and contrast dashboards and workspaces • compare and contrast Power BI Desktop and Power BI Service Connect to and consume data May include but is not limited to: • combine multiple data sources • clean and transform data • describe and implement aggregate functions • identify available types of data sources • describe and consume shared datasets and template apps Build a basic dashboard using Power BI May include but is not limited to: • design a Power BI dashboard • design data layout and mapping • publish and share reports and dashboards
4. Demonstrate the business value of Power Apps
Understand common components in Power Apps May include but is not limited to: • describe canvas apps • describe model-driven apps • identify and describe controls • understand uses for templates • understand use cases for formulas Build a basic canvas app May include but is not limited to: • connect to data • use controls to design the user experience • describe the customer journey • publish and share an app Understand Power Apps portals May include but is not limited to: • describe use case for and the business value of portals • describe how to extend CDS data, use controls, and embed Power BI objects
5. Demonstrate the business value of Microsoft Flow
Understand the common components of Microsoft Flow May include but is not limited to describing the use cases for Flow components: • flow types • templates • connectors • triggers • conditions • expressions • approvals Build a basic flow May include but is not limited to: • create a business process flow • implement a Microsoft Flow template • modify a flow • run a flow • export a flow to Logic Apps
Sign Me Up

This course is a fantastic way to get started on the Microsoft Power Platform. It was very informative and gave a good base understanding on how to navigate and use all the different functions. It is structured in a way that makes it easy to follow, as well as easy to delve into more complicated processes in your own time and still understand what’s going on.

Ross Constancon

Heromed

Customer Insights FT

Customer Insights FT

Customer Insights

Transforming data into actionable insights

Companies that win, are the ones that know their customers best.

The value of good data lies in what insights it generates to positively influence your business processes. Personalize your customer engagement with Dynamics 365 Customer Insights and gain the advantage.

Why Customer Insights?

Unify Siloed Customer Data and Have a Single View of your Customer

Predict Customer & Business Outcomes with Behavioural Analytics

Optimise Decision Making with Actionable Insights

Direct Business Process Automation based on Insights derived

The data challenge most businesses experience

Capturing, consolidating, cleansing and analysing customer data continues to present a significant challenge
for many businesses.

Dynamics’ Customer Insights has been specially designed to enable businesses to quickly consolidate data for a single customer view and work with actionable data insights to make decisions that grow their revenue.

All this without having to commit to a significant investment in a data management infrastructure.

Narrow the gap between data and action.

The journey toward the single customer involves four simple steps:

1. Unify

Understand your current position on the data maturity journey. Bring historical data together as the basis for single view. Consolidate disparate data sources to create a rich analytical environment that generates useful, actionable insights.

2. Transform

Transform unified data into insights through embedded AI and ML capabilities. Construct tailored customer profiles based on consolidated data environment, segment customer pools based on static and dynamic attributes.

 

3. Discover

Utilise customer, data and business measures to draw insights from data. Formulate hypotheses based on data strategy and evaluate theories through the development, testing, and training of machine learning algorithms.

4. Optimise

Push insights into the places where they can be utilised by business users, business analysts, and administrators. Connect to Microsoft Flow for automation, PowerApps for customised business applications, and Power BI for more in-depth, visual reporting.

 

Unleash the power of your data today!

Optimise Decision Making With Actionable Insights

Get a single view of every client within a unified interface.
Combine and leverage all your data – spanning policies, premiums, opportunities, open claims, relationships and their assets – with a single view. Create a seamless customer experience, while empowering your sales team. Supply client information to those in your team who need it – improving office productivity and ensuring consistent client management.

Predict Customer and Business Outcomes

Give your clients a consistent and seamless customer experience across various platforms with our solution. A unified front end allows you to switch seamlessly between channels and devices, while still ensuring the same experience for your clients. You’ll be able to bring together SMS, email, social, chatbots and more for a consistent and powerful experience.

 

Connect and View Multiple Sources of Data

Use data-driven customer insights that will proactively recommend the right product to the right client at the right time. Offer extra products or services that match the client’s profile for a highly personalised interaction. Real-time dashboards and reporting bring all your information together in a meaningful view for actionable advice.

Get In Touch

Discover how our Customer Insights solutions can unlock the
hidden potential in your business through data Intelligence.

Better service from a bot? How A.I. is remaking customer service

Better service from a bot? How A.I. is remaking customer service

Better service from a bot? How A.I. is remaking customer service

For years, the human touch was considered the cornerstone of great customer service. Friendliness, a helpful attitude – it’s easy to imagine. But can machines augment this and help make customers even happier? A recent study from McKinsey identified marketing and sales as among the top areas that will soon be transformed by A.I.:
‘A.I. technologies are finding applications across the value chain, but some parts of the value chain are getting more attention than others… customer service as well as operations and product development, all tend to use the most commonly cited A.I. applications.’ 1
Many think A.I. is still an aspirational technology, but the numbers reveal that it’s a revolution already up and running. Consider some of the numbers:
78% of brands say they have already implemented or are planning to implement artificial intelligence … by 2020 to better serve customers. With regards to chatbots, which are in many ways the most recognisable form of A.I., 80% of sales and marketing leaders say they already use these in their CX or plan to do so by 2020.’ 2
 

‘By 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human.’3

  A.I. and, in particular, machine learning not only helps make self-service interfaces more intuitive but anticipates specific customer needs by learning from context, chat history and preferences.

Getting down with data

A major reason for A.I.’s edge when it comes to keeping customers smiling? It’s all down to data – and the ability to process and make sense of it rapidly. Simply put, machines can locate and process information far quicker than we can. Given the vast quantities of both incoming and outgoing information a typical customer service department has to deal with digital tools provide a genuine edge. Audio calls. Live chats. Troubleshooting queries. Service scheduling. Maintenance requests. Machines can do it better and faster – and they don’t need any breaks. More than this, A.I.-enabled customer service tools can:
  • Gather and learn from information
  • Define customer behaviours
  • Identify customers’ frequent decisions and preference types
  • Provide solutions and suitable products based on feedback
  • Provide proactive alert messages
  • Suggest personalised offers and discounts for each unique customer
  • Offer real-time support in the form of uniquely curated FAQs or blogs
  • Help lessen customer complaints and abandon rates

Personalisation perfected

Today, all great customer service centres on personalisation. It’s based on understanding a customer, their history with a company and their unique needs. This means being reactive to both what’s happened in the past, as well as understanding how to help shape the best outcomes for that customer in the future. But its also about maintaining an ongoing, value-adding relationship, and not just coming into the picture when its time to make a sale. With complete access to customer information and buying history, A.I. helps make this process – of building and maintaining relationships – smart. More than this, A.I. is always 100% brand consistent. So customers know what to expect, every time they make contact. A real trust builder.

Future forward

Today, companies can no longer focus only on customer satisfaction post-sale. It’s about providing ongoing, meaningful and helpful interaction, and crafting amazing, personalised and highly relevant experiences. A.I. is the driver behind that personalisation process. The more relevant an offer or advice is to a customer, the more cared for that customer feels. In this way, A.I. helps turn everything from a quick query to the sales process itself into a great customer service experience. Why? Customers are presented with a range of tailored options that speak intelligently to their unique needs. Today, get customer experience wrong and you push your customers into your competitors’ hands. Do it right and you build brand advocates. It’s about keeping up, keeping an open mind, and listening to what today’s consumers want. And when it comes to a better, more personalised service, A.I. technology is what you need. Want to see how you can deliver exceptional customer service? Check out an A.I.-infused customer service solution.  
References
1.https://www.mckinsey.com/~/media/McKinsey/Industries/Advanced%20Electronics/Our%20Insights/How%20artificial%20intelligence%20can%20deliver%20real%20value%20to%20companies/MGI-Artificial-Intelligence-Discussion-paper.ashx
2.  https://www.oracle.com/webfolder/s/delivery_production/docs/FY16h1/doc35/CXResearchVirtualExperiences.pdf
3. http://www.gartner.com/imagesrv/summits/docs/na/customer-360/C360_2011_brochure_FINAL.pdf

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Marketing Automation is What Your Business Needs, Right Now

Marketing Automation is What Your Business Needs, Right Now

 

Marketing Automation is What Your Business Needs – Right Now

 
$25 billion! If you are not part of this spend chances are your competition is! An April 2018 report from global research agency Forrester concluded:
‘As digital marketing complexity increases, more marketers are embracing automation tools to improve efficiency and speed to market. In our first Marketing Automation Technology Forecast … we expect global spending on marketing automation tools to surpass $25 billion by 2023, implying a 14% annual growth rate.’1
  Personalisation, reactivity, relevance: words like these get thrown around a lot in marketing today. The reason: giants like Google, Facebook, YouTube and Amazon are changing what customers – including yours – are coming to expect from their daily digital experiences. Gone is the one-size-fits-all approach to marketing. In its place: relevance and reactivity – with a high degree of personalisation. The Forrester report highlighted:
  1. Spending on marketing technology is increasing – 55% of global marketers planning to increase their expenditure on marketing technology in 2019.
  2. Personalisation enhances customer experience. More than that, it is now the norm:
‘Customers reward firms for personal, relevant, and value-added individualized experiences. As personalisation becomes the standard, consumers now expect this level of engagement across channels and digital touchpoints. Marketing automation technologies can help marketers scale their personalisation efforts.’
Slick, speedy, insightful and intelligent, top-tier marketing automation tools are remaking how marketers both reach and talk to their customers.

What is marketing automation exactly?

At base, marketing automation is a customer relationship management (CRM) solution that allows companies to run massive marketing campaigns with ease. No mess. No fuss. No unnecessary admin. More than that, marketing automation means companies can track and nurture leads at the touch of a button, sync customer information into a centralized hub and reach prospects in new, tailored, automated ways.   In a nutshell: gone are manual processes. Ditto for misaligned marketing and sales goals. In their place is a single solution that handles all elements of the marketing process, leaving marketers free to focus on the creative and relationship-based elements of their roles, not the admin burdens.

What can I do with a marketing automation tool?

It’s all about accuracy and ease. Marketing automation covers:
  • Social marketing
  • Landing page creation
  • Campaign management
  • Prediction and scoring
  • Lead management
  • Social marketing
  • Email marketing
More specifically, marketing automation is about:
  • Reaching out to prospects – With automated, customized messages across email, web, social media, and text.
  • Qualifying leads – Understanding where customers are in the purchase journey, and providing relevant information.
  • Suggesting the right products at the right time – By storing purchase histories, customer information and methods of contact, marketing automation means customers receive relevant suggestions – not the same old shot-in-the-dark product recommendations.
  • Information sharing between marketing and sales – By sharing insights gathered during the marketing process with sales teams, the entire organization becomes more reactive, responsive and attuned to customers’ needs.
  • Running multichannel marketing campaigns with ease – Marketing automation allows organisations to set up orchestrated email marketing, web landing pages, webinars, phone calls, events and more.
  • Leveraging the power of social media – More and more of our time is spent on social media channels. Marketing automation helps companies not only build up a robust social presence, but source new leads, and engage meaningfully with prospects.
  • Hand over sales-ready leads – Marketing automation allows companies to identify which leads are ready for sales engagement, with lead scoring and sales readiness grades.
Customer journeys are the sum of individual personalized experiences with a brand. With marketing automation, companies can tailor every interaction based on customer data to create resonant, seamless journeys through every brand touchpoint.

Upping the upside

The benefits of marketing automation are many, but here’s a snapshot:
  • The ability to both automate and streamline the segmentation process to find the right audiences rapidly and at scale.
  • Messaging and landing pages are tailored automatically using customer profiles.
  • Creating relevant and personalised experiences becomes possible, with a few simple clicks.
A great marketing automation tool’s other great feature is what it lets marketers know about campaign performance. Integrated analytics allows companies unprecedented insight into how their campaigns are performing. Meaning ROI is never murky, and the result of campaign spending is always crystal clear.

The sum-up

With marketing automation, companies can effectively and meaningfully connect with customers through their purchasing journey, no matter how far along they are, be it acquisition or advocacy.   Providing great, relevant content to customers in the way they prefer not only drives sales, but helps turn prospects to brand advocates. Best of all, it’s automated. And happens in a snap. Do you want to learn more about marketing automation? Read what our marketing automation solution offers you. References  1 https://go.forrester.com/blogs/global-marketing-automation-spending-will-reach-25-billion-by-2023/

Make this a reality!

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The Future of Field Service is Here

The Future of Field Service is Here

The Future of Field Service is Here

Field service of the future is automated, autonomous and above all, connected. Actually, scratch that. That’s best-in-class field service of right now.

In place of a call from a customer for servicing or repairs – an automatic, detailed notification from the machine itself. Manual updating? Not any more: inventory changes reflect on their own, in real time. Diagnosis by a technician? How about machines that self-diagnose.

This is field service enabled by the Internet of Things. Sounds futuristic, but it’s far from it. In fact, more and more organisations are beginning to adopt IoT technologies. The results are enhanced efficiency, lowered costs and the one-touch approach to business more and more customers are coming to expect.

IoT and field service: from first steps to the future

As early as 2015, Kevin Ashton, who founded the Auto-ID Center at the Massachusetts Institute of Technology, noted at a European customer service conference that field service management was the first industry being transformed by IoT. In fact, IoT is considered by many to trace its origins precisely to field service applications.

So, what are the benefits of embedding IoT technology in a field service business? Here is some food for thought.

Another miscommunication? Answer: automation

Your customers aren’t mechanical experts. Nor should they be. However, when something goes wrong, your customer isn’t always able to provide a clear description of the problem, or what needs to be done.

The result: delays and frustration, technicians dispatched with the wrong parts, or no need for a dispatch at all.

With IoT, however, issues are instantly clear – because reports are generated automatically by intelligent software. This means problems can be isolated instantly and addressed efficiently.

Consider the following scenario. A customer phones in because a piece of equipment has stopped working. He says that a certain part is definitely to blame. A technician is dispatched, carrying just that part. After arriving, it becomes clear that the problem lies elsewhere. Another component is needed – one the company doesn’t happen to have in stock. The customer becomes frustrated – he’s losing business every moment the machine is out of service. The technician is in an awkward position too – the best she can do is return with the right part in a few days’ time. In the interim, the customer has sought the help of a competitor.

With IoT-enabled devices, this situation never need arise.

Inventory, meet insight

Consider a twist on the above scenario. Ever run out of a part you could have sworn was in stock? Ever promised a customer a fix using just that part? With IoT-connected devices, this problem becomes a thing of the past, because the system sends out a signal when new parts should be ordered.

Moreover, technicians can get a view of company inventory instantly, even if they’re in the field. The result is an end to well-meaning but empty promises. It also means companies never over or under order, optimising warehousing.

Know thyself: Self-diagnosis means fewer unnecessary call-outs

IoT devices understand themselves. Meaning? They can self-diagnose, and report on their performance. By isolating specific faulty components and monitoring overall system operation, AI gets to work locating the root cause of issues being experienced.

The result is a reduced need for in-person visits by a technician, saving time and money. It also means that when a technician does need to be dispatched, the right part is always in-hand.

Future shock?

For many, the capabilities of IoT-enabled devices still seem a little futuristic. Moreover, a business-as-usual mindset may lead to a reluctance to change. In the unlikely event that a company has a total monopoly on the market, it’s true – there’s no need to change, as customers simply have to use that firm’s services, no matter the quality.

However, for most businesses, steep competition is a reality. Meaning: companies are always looking for ways to do things faster, better and more cheaply and turn to the providers best able to meet their needs. And if there isn’t a competitor yet, new technology is making it easier for companies to enter new markets – and quickly. 

Where to?

Many companies quick to adopt the new digital capabilities that began to emerge in the early 2000s reaped the rewards. That opportunity for first-mover advantage is now playing out again. Field service companies that get on board with IoT-enabled tech today may be poised to stand out from the rest of the field in a big way.

Want to find out more? Have a look at an IoT-enabled field service solution that’s tailored for you. 

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