MB-910T00-A: Microsoft Dynamics 365 Fundamentals (CRM)
Prepare to pass the MB-910: Microsoft Dynamics 365 Fundamentals (CRM) Certification Exam
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
Course Outline
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 capabilities and related apps
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 Customer Service capabilities and related apps
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 capabilities related to 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
Duration
1 Day
Prerequisites
none
Level
Beginner
Product
Dynamics 365
Role
Business Owner