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

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.

Omni-channel vs Multi-channel. Is there a difference?

Omni-channel vs Multi-channel. Is there a difference?

Omni-channel vs Mutli-channel. Is there a difference? 

The words multi-channel and omni-channel are often used interchangeably by experts and consultants alike, but is there a difference? We believe there is.

 

Multi-channel refers to the fact that organisations interact with their customers over multiple channels including email, phone calls or social media. The problem with this is the transition between these channels isn’t smooth. As a consumer we find ourselves in a position where we have to explain and re-explain our situation or requirements, wasting time and building up irritation. 

 

Omni-channel, on the other hand, means there is channel awareness that allows for smooth transitioning between interactions. If I receive an SMS recommending a specific product or promotion and call the contact centre to take up the offer, the agent is immediately aware that I’m calling because of the promotion. They would also be aware if I wanted to complain.

 

Being constantly connected on digital platforms has changed how businesses need to interact with customers. Let’s take a look at the benefits an omni-channel solution could bring to your business.

 

1. Increase customer satisfaction

Customers want to interact with your business online, through a call centre, on social media, in-store, and they want these interactions to be consistent and immediate. An omni-channel approach prevents your customer from getting lost in a constant loop of communication with no resolution.

Nothing irritates your customers more than not having their voices heard. This happens when a customer phones your call centre, but they don’t have the information to resolve the call and so they email the service desk and then they might be pushed back to the call centre. With an omni-channel approach your business can make first call resolutions a reality, by having consistent and accurate customer data.

 

2. Make informed decisions with a data-driven view of your client

Understand your customers better, identify untapped market opportunities and make smarter business decisions. Omni-channel is about helping customers at the right time, with the right product and the right advice.

 

Using customer insights will help you track behavioural patterns in how and where your customers find information, and what products or services they want to buy. The data you have on hand will also allow you to ask better questions, and these questions will drive improved processes.

 

3. Reduce operational costs

Consistent and relevant data also allows you to measure operational efficiency where it counts. Omni-channel allows you to automate standardised processes. Automation could reduce call centre agent handling time, help reduce time to resolution and in turn reduce operational costs while increasing customer interactions.

 

4. Improve productivity and collaboration

Remove information silos between departments to encourage collaboration. Omni-channel brings together data from many sources, into one view for client-facing teams.

 

Gone are the days where the person who has been with a company for the longest usually holds all client information. This causes key man dependency and is a business risk. An omni-channel system removes this risk by giving the people in your business a full view of your clients.

 

Give your business the advantage with an omni-channel system that can increase profitability through increased customer satisfaction. Why not get in touch with us to see how we can partner to create a consistent customer experience.

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Prepare for change – Dynamics 365 Unified Interface is here!

Prepare for change – Dynamics 365 Unified Interface is here!

Prepare for change – Dynamics 365 Unified Interface is here!

Your experience with Dynamics 365 is about to change – the Unified Interface is here. This responsive experience for Dynamics 365 is becoming the primary and only experience for users, replacing WebClient. Here are the five things you should know about the sleek new Unified Interface to help you adapt to this change.

Unified Interface features

  1. Consistent responsive experiences

You now have consistent and equal functionality across all channels, from your computer through to mobile. What you see as an experience on your mobile device will be what you see and access on your computer. This consistency allows you to manage your client relationships and processes at any time, and on any device.

  1. Enhanced timeline control

Timeline control replaces the activities wall within your forms. You can configure the timeline control to only show the information you want to, such as only notes or only phone calls. While the visual filtering capability allows you to drill down into your data, giving you a quick and accurate view of your client interactions.

 

  1. Visually engaging dashboards and charts

You can display and access information in visually rich dashboards and charts to better engage with your business. This visualisation through custom controls adapts across all devices, giving you easy accessibility to valuable client information.

  1. Tabs have made a comeback

The Unified Interface is moving back to the tabbed experience for easier navigation. Having these tabs visible at the start of the form’s loading is a huge help – especially with forms that are heavy with data and client information.

  1. Upgrades to suit needs

The Unified Interface will be constantly updated with new features and optimised for enhanced client experiences. These upgrades are automatically made, so keep a lookout for new features.

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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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