MB-910: Microsoft Dynamics 365 Fundamentals (CRM)

Build a strong foundation in customer relationship management with MB-910T00-A: Microsoft Dynamics 365 Fundamentals (CRM). This comprehensive, instructor-led course introduces participants to the core concepts and capabilities of Dynamics 365 Customer Engagement applications, empowering users to understand how CRM technologies drive sales, customer service, marketing, and field service excellence.

Explore how Dynamics 365 CRM supports customer lifecycle management through intuitive interfaces, business process automation, and powerful analytics. Gain a thorough understanding of core modules such as sales, customer service, marketing, and field service, and discover how to leverage Microsoft Power Platform integration to maximize business outcomes.

Audience Profile

This course is ideal for:

• Business professionals and newcomers seeking foundational knowledge of Dynamics 365 CRM applications

• Sales, marketing, and customer service personnel aiming to understand CRM capabilities

• Functional consultants, analysts, and IT professionals exploring Dynamics 365 CRM fundamentals

• Individuals preparing for foundational certification exams in Dynamics 365 Customer Engagement

No prior experience with Dynamics 365 or CRM systems is required.

Course Outline

Module 1: Introduction to Microsoft Dynamics 365 CRM

• Overview of Dynamics 365 Customer Engagement and CRM capabilities

• Understanding the CRM ecosystem and deployment options

• Navigating the Dynamics 365 user interface and mobile experience

Module 2: Sales Module Fundamentals

• Managing leads, opportunities, and accounts

• Automating sales processes and pipelines

• Configuring sales dashboards and reporting

Module 3: Customer Service Essentials

• Case and service management basics

• Service level agreements (SLAs) and knowledge base management

• Using queues, routing rules, and omnichannel engagement

Module 4: Marketing Overview

• Fundamentals of marketing lists, campaigns, and segmentation

• Introduction to customer journeys and event management

• Leveraging Power Automate for marketing process automation

Module 5: Field Service Core Concepts

• Overview of work orders, scheduling, and resource management

• Managing service agreements and preventive maintenance

• Using mobile capabilities for field technicians

Module 6: Power Platform and Integration Basics

• Introduction to Microsoft Power Platform components (Power BI, Power Apps, Power Automate)

• Integrating Dynamics 365 CRM with Power Platform tools

• Basic data analytics and visualization capabilities

Module 7: Security, Compliance, and Administration

• Understanding role-based security and permissions

• Data privacy, compliance considerations, and auditing

• Basic system administration tasks and customization

Hands-on Experience

This course includes 40% to 50% hands-on activities, enabling participants to apply foundational CRM concepts through interactive exercises within the Dynamics 365 Customer Engagement environment.