Microsoft Certified: Dynamics 365 Fundamentals (CRM) MB910 Course Overview
Within this Microsoft training course, you will learn the following modules:
Module 1: Describe the Foundations of Dynamics 365 Customer Engagement Apps
- Introduction
- Describe Customer Relationship Management
- Describe Microsoft Power Platform and Dynamics 365 Customer Engagement Apps
- Describe Microsoft Dataverse And Dynamics 365 Customer Engagement Apps
- Describe Use Cases for Dynamics 365 Customer Engagement Apps
- Navigate to and Within Dynamics 365 Customer Engagement Apps
Module 2: Describe Shared Activities and Integration Options in Dynamics 365 Customer Engagement Apps
- Introduction
- Describe Customers and Activities
- Exercise: Manage Customers and Activities
- Describe Search Criteria and Filters
- Describe Reporting Capabilities Including Charts, Dashboards, and Views
- Describe Excel Integrations
- Describe Microsoft Teams Integration
- Describe Outlook Integration
Module 3: Explore Dynamics 365 Customer Insights – Journeys
- Introduction
- Describe Use Cases for Dynamics 365 Customer Insights - Journeys
- Explore a Dynamics 365 Customer Insights - Journeys Business Scenario
- Describe Email Marketing
- Describe How to Target Customers by Using Marketing Lists and Segments
- Describe Customer Journeys
- Describe Lead Generation and Qualification
- Describe Use Cases for Marketing Forms
- Describe Event Management Features and Capabilities
Module 4: Describe Dynamics 365 Customer Insights - Data and Dynamics 365 Customer Voice
- Introduction
- Explore a Dynamics 365 Customer Insights - Data Business Scenario
- Describe Use Cases for and Capabilities of Dynamics 365 Customer Insights - Data
- Describe Use Cases for and Capabilities of Dynamics 365 Customer Voice
Module 5: Explore Dynamics 365 Sales
- Introduction
- Describe Use Cases for Dynamics 365 Sales
- Review the Sales Lifecycle
- Explore a Dynamics 365 Sales Business Scenario
- Describe Leads and the Process for Qualifying Leads
- Describe the Opportunity Management Process
- Exercise: Lab: Work with Leads and Opportunities
- Describe Dynamics 365 Sales Business Process Flows
- Describe Sales Order Processing
Module 6: Describe Dynamics 365 Sales Capabilities and Related Apps
- Introduction
- Identify Additional Dynamics 365 Sales Capabilities and Related Apps
- Explore a Dynamics 365 Sales Related Apps Business Scenario
- Describe Sales Pipeline and Forecasting Concepts
- Describe Use Cases for and Capabilities of Sales Insights
- Describe Use Cases for and Capabilities of Linkedin Sales Navigator
- Describe the Dynamics 365 Sales Mobile App
- Describe Microsoft Sales Copilot
Module 7: Explore Dynamics 365 Customer Service
- Introduction
- Describe Use Cases for Dynamics 365 Customer Service
- Explore a Dynamics 365 Customer Service Business Scenario
- Describe the Case Lifecycle Including Service-Level Agreements (Slas) and Entitlements
- Describe the Functionality for Workload Management
- Describe Dynamics 365 Customer Service Business Process Flows
- Describe Knowledge Management in Dynamics 365 Customer Service
Module 8: Describe Dynamics 365 Customer Service Capabilities and Related Apps
- Introduction
- Explore a Dynamics 365 Customer Service-Related Apps Business Scenario
- Describe Omnichannel for Customer Service
- Describe Reporting and Data Visualisation Options in Dynamics 365 Customer Service
- Describe Dynamics Customer Voice Use Cases for Customer Service
Module 9: Explore Dynamics 365 Field Service
- Introduction
- Describe Use Cases for Dynamics 365 Field Service
- Explore a Dynamics 365 Field Service Business Scenario
- Describe the Work Order Lifecycle
- Describe Inspections in Dynamics 365 Field Service
- Describe the Dynamics 365 Field Service Mobile App
Module 10: Describe Dynamics 365 Field Service Scheduling Capabilities and Related Apps
- Introduction
- Describe Resource and Scheduling Processes
- Explore a Dynamics 365 Field Service-Related Apps Business Scenario
- Describe Asset Management and Customer Assets
- Describe Connected Field Service for Dynamics 365