MB-910T00-A: Microsoft Dynamics 365 Fundamentals (CRM)

Prepare to pass the MB-910: Microsoft Dynamics 365 Fundamentals (CRM) Certification Exam

MB-910T00-A: Microsoft Dynamics 365 Fundamentals (CRM)
Instructor-led Training

Course Description

Do you want to learn more about Dynamics 365? This course will provide you with a broad introduction to the customer engagement capabilities of Dynamics 365. You will become familiar with the concept of customer engagement, the core capabilities of customer engagement apps as well as with each of the customer engagement apps, including Dynamics 365 Customer Insights, Dynamics 365 Sales, Dynamics 365 Customer Service and Dynamics 365 Field Service. You will also learn how Copilot can assist you in executing customer engagement tasks in Dynamics 365. This course includes lectures and hands-on-labs.

Audience Profile

The Microsoft Dynamics 365 Fundamentals (CRM) course is targeted to those looking to familiarize themselves with and gain a broad exposure to the marketing, sales, customer service, and field service capabilities of Dynamics 365. This audience wants to explore how customer engagement apps (CRM) for Dynamics 365 can be used to:

  • Unify profiles and tailor targeted customer journeys by using Dynamics 365 Customer Insights apps.
  • Efficiently assist users through the complete sales order lifecycle by using Dynamics 365 Sales.
  • Assist agents with case management through the complete customer support lifecycle by using Dynamics 365 Customer Service.
  • Schedule and complete work orders by using Dynamics 365 Field Service.
  • Evaluate how Copilot can assist with each of these. People in various roles and stages in their careers can benefit from this fundamentals course. The course is designed for IT professionals, business stakeholders, entrepreneurs, students, and people starting or changing careers who want to be exposed to the customer relationship capabilities of Dynamics 365.

About this Course

Skills at a glance

  • Describe Dynamics 365 Customer Insights (15–20%)

  • Describe Dynamics 365 Sales (20–25%)

  • Describe Dynamics 365 Customer Service (20–25%)

  • Describe Dynamics 365 Field Service (15–20%)

  • Explore the core capabilities of customer engagement apps in Dynamics 365 (15–20%)

Describe Dynamics 365 Customer Insights (15–20%)

Explore Customer Insights – Journeys

  • Describe use cases for Customer Insights – Journeys

  • Describe lead generation and qualification

  • Describe use cases for marketing forms

  • Describe how to target customers by using segments

  • Describe email marketing

  • Describe customer journeys

  • Describe event management features and capabilities

  • Describe how to use Copilot with Customer Insights – Journeys

Describe Customer Insights – Data

  • Describe use cases of and capabilities for Customer Insights – Data

  • Describe unified customer profiles

  • Describe measures, segments, and predictions

Describe Dynamics 365 Sales (20–25%)

Explore Sales

  • Describe use cases for Sales

  • Describe leads and the process for qualifying leads

  • Describe the opportunity management process

  • Describe the quote lifecycle

  • Describe the order management and invoice management processes

  • Describe use cases for guided selling including business process flows and assistant

  • Describe the product catalog, prices list, and unit groups

  • Describe Copilot in Sales

  • Describe the Sales accelerator

  • Describe sales pipeline and forecasting concepts

  • Describe use cases for and capabilities of Sales Insights features

  • Describe use cases for and capabilities of LinkedIn Sales Insights

  • Describe use cases for the Dynamics 365 Sales mobile app

  • Describe Microsoft Copilot for Sales

Describe Dynamics 365 Customer Service (20–25%)

Explore Customer Service

  • Describe use cases for Customer Service

  • Describe the functionality for workload management, including cases, basic routing (basic queues), Unified Routing, and the inbox for agents

  • Describe knowledge management in Customer Service

  • Describe the case lifecycle including service-level agreements (SLAs) and entitlements

  • Describe use cases for Copilot in Customer Service

  • Describe Omnichannel for Customer Service

  • Describe reporting and data visualization options in Customer Service

  • Describe use cases for agent productivity tools

Describe Dynamics 365 Field Service (15–20%)

Explore Field Service

  • Describe use cases for Field Service

  • Describe the work order lifecycle

  • Describe inspections in Field Service

  • Describe the Field Service mobile app

  • Describe use cases of Copilot in Field Service

  • Describe resource management and scheduling processes

  • Describe asset management and customer assets

  • Describe Connected Field Service for Dynamics 365

Explore the core capabilities of customer engagement apps in Dynamics 365 (15–20%)

Describe the foundations of customer engagement apps

  • Describe customer engagement apps

  • Describe Microsoft Power Platform as it relates to customer engagement apps

  • Describe Microsoft Dataverse as the foundation for customer engagement apps

  • Navigate to and within customer engagement apps

  • Describe Copilot for Dynamics 365 apps

Describe shared activities and integration options in customer engagement apps

  • Describe customers and activities

  • Describe search options and filter criteria

  • Describe reporting capabilities including dashboards, charts, and views

  • Describe Microsoft Teams integration

  • Describe Microsoft Outlook integration

  • Describe Microsoft Excel and Word integration

  • Describe Microsoft SharePoint integration

 

1 Day

Beginner

Dynamics 365

Business Owner

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