The MB-910T00: Microsoft Dynamics 365 Fundamentals (CRM) course is designed to provide learners with a comprehensive understanding of the capabilities, features, and functionalities of Microsoft Dynamics 365 customer engagement apps. It focuses on core components such as marketing, sales, customer service, and field service.
As a candidate for this certification, you aspire to understand how customer engagement apps for Dynamics 365 can be used to:
-
Unify profiles and tailor targeted, personalized 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 Microsoft 365 Copilot can assist with each of these.
By the end of the course, learners will gain valuable skills that can help organizations improve customer experiences, streamline operations, and enhance marketing and sales efforts. This foundation-level course is beneficial for those looking to build a career around Microsoft Dynamics 365 customer engagement solutions or to understand how CRM systems can create business value.
Audience Profile:
This course is suitable for a wide range of individuals including IT professionals, business stakeholders, students, recent graduates, and those changing careers. It is designed for anyone who wants to learn about the customer engagement capabilities of Dynamics 365, regardless of their career stage or role.
Prerequisites:
Course Outline:
Module 1: Describe the Foundations of Dynamics 365 Customer Engagement Apps
Lessons
-
Describe use cases for Dynamics 365
-
Describe how the Microsoft Power Platform relates to Dynamics 365 apps
-
Explain what Microsoft Dataverse is and how it is used by Dynamics 365 customer engagement apps
-
Describe the different Dynamics 365 customer engagement apps
-
Describe options for accessing Dynamics 365 customer engagement apps
-
Describe Copilot in Dynamics 365 customer engagement apps
Module 2: Describe Shared Activities and Integration Options in Dynamics 365 Customer Engagement Apps
Lessons
-
Work with customers and manage activities
-
Explore different reporting options
-
Describe the available integration options
Module 3: Explore Dynamics 365 Customer Insights - Journeys
Lessons
-
Identify use cases for Dynamics 365 Customer Insights - Journeys
-
Explain email marketing
-
Describe how to target customers with segments
-
Explain how to create and leverage customer journeys in Dynamics 365 Customer Insights - Journeys
-
Describe lead generation and qualification
Module 4: Describe Dynamics 365 Customer Insights - Data and Dynamics 365 Customer Voice
Lessons
-
Describe when other marketing applications might be required
-
Describe how to use Customer Insights - Data to create more targeted customer segments that can be brought into Dynamics 365 Customer Insights - Journeys
-
Describe how to capture customer feedback with Customer Voice
Module 5: Explore Dynamics 365 Sales
Lessons
-
Describe what a typical sales lifecycle process looks like and how an organization might use it to manage their sales
-
Describe the tools provided in Dynamics 365 Sales to assist organizations in creating, managing, and qualifying potential sales leads
-
Describe the process for creating and managing opportunities
-
Describe how Dynamics 365 Sales uses business process flows to provide sellers assistance while managing sales opportunities
-
Describe the options available for building and delivering quotes using Dynamics 365 Sales
-
Describe Sales Accelerator
-
Describe how to use orders and invoices
Module 6: Describe Dynamics 365 Sales Capabilities and Related Apps
Lessons
-
Identify cases where additional sales apps could be leveraged
-
Examine the sales pipeline and forecasting available in Dynamics 365 Sales
-
Describe the capabilities of Dynamics 365 Sales Insights
-
Describe the capabilities of LinkedIn Sales Navigator
-
Examine the Dynamics 365 Sales mobile application
-
Describe the capabilities of Microsoft Sales Copilot
Module 7: Explore Dynamics 365 Customer Service
Lessons
-
Identify use cases for Dynamics 365 Customer Service
-
Explain the case lifecycle
-
Examine how to manage queues
-
Dynamics 365 Customer Service business process flows
-
Describe Service-Level Agreements (SLAs) and entitlements
Module 8: Describe Dynamics 365 Customer Service Capabilities and Related Apps
Lessons
-
Describe Omnichannel for Dynamics 365 Customer Service
-
Describe Omnichannel Supervisor Experiences
-
Explain reporting and visualization options in Dynamics 365 Customer Service
-
Describe Dynamics 365 Customer Voice use cases for Dynamics 365 Customer Service
Module 9: Explore Dynamics 365 Field Service
Lessons
-
Describe a typical field service lifecycle
-
Examine the lifecycle of a work order
-
Explain inspections
-
Describe the Field Service mobile app
Module 10: Describe Dynamics 365 Field Service Scheduling Capabilities and Related Apps
Lessons
-
Describe the scheduling capabilities available in Dynamics 365 Field Service
-
Schedule qualified resources
-
Describe the asset management capabilities available
-
Explain the relationship between Customer Assets and Connected Field Service
Live Online Training (Duration : 16 Hours)
