Course information

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

 

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Who should attend this Microsoft Dynamics 365 Fundamentals (CRM) MB910 Course?

This Microsoft Dynamics 365 Fundamentals (CRM) MB910 Course is designed to provide professionals with a foundational understanding of the Dynamics 365 Customer Engagement application. Below are the professionals who can have benefit from this course:

  • Sales Professionals
  • Marketing Professionals
  • Customer Service Representatives
  • CRM Administrators
  • Customer Engagement Consultants
  • CRM Project Managers
  • Consultants

Prerequisites of the Microsoft Dynamics 365 Fundamentals (CRM) MB910 Course

There are no formal prerequisites for this Microsoft Dynamics 365 Fundamentals (CRM) MB910 Course. However, a basic knowledge of customer engagement principles, business operations, and cloud computing can be beneficial for delegates before pursuing this course.

Microsoft Dynamics 365 Fundamentals (CRM) MB910 Course Overview

The Microsoft Dynamics 365 MB910 Training is essential for integrating all aspects of Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP). It empowers businesses to streamline processes and enhance efficiency across various departments.

Understanding Dynamics 365 is crucial for professionals in sales, customer service, and IT management. A Dynamics 365 Course equips them with the skills to optimise customer interactions and improve operational effectiveness, making it a must-have competency in today’s digital economy.

This intensive 1-day training session by The Knowledge Academy focuses on laying a strong foundation in Microsoft Dynamics 365 Certification essentials. Delegates will gain hands-on experience, enabling them to implement and manage Dynamics 365 solutions effectively within their organisations.

Course Objectives

  • To understand the core functionalities of Dynamics 365 CRM
  • To learn to configure and customise Dynamics 365 settings
  • To develop skills to manage customer relationships effectively
  • To gain insights into integrating Dynamics 365 with other tools
  • To prepare for the Dynamics 365 Certification exam

Upon completion, delegates will have a robust understanding of how to use Microsoft Dynamics 365 to enhance business operations, manage customer data, and drive sales performance efficiently. They will be well-prepared to undertake further certifications and implement solutions practically.

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What’s included in this Microsoft Dynamics 365 Fundamentals (CRM) MB910 Course?

  • World-Class Training Sessions from Experienced Instructors 
  • Digital Delegate Pack

Why choose us

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Colorado Springs is situated on Fountain Creek with a population of just over 400,000. The city is the largest in Colorado as it covers 194.9 square miles and was ranked 5th by U.S. News & World Report in their list of ‘2016 Best Places to Live in the USA’.

 

As the city is located at the bottom of the Rocky Mountains and Pikes Peak, tourism is one of the largest employers in the city. In addition to the scenic geography there are a number of attractions which tourists frequent such as; Colorado Springs Fine Arts Center, United States Air Force Academy and the Garden of Gods.


Colorado Springs is also known as the ‘Olympic City’ in the USA, with the United States Olympic Training Center and the headquarters of the United States Olympic Committee located here. It is also home to a number of higher education facilities such as; a campus for Colorado Christian University, Colorado Technical University and a campus for the University of Colorado.

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Colorado
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Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Microsoft Certified: Dynamics 365 Fundamentals (CRM) Training. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

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Unlock your potential with The Knowledge Academy's Microsoft Certified: Dynamics 365 Fundamentals (CRM) Training, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.

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Streamline large-scale training requirements with The Knowledge Academy's In-house/Onsite at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.

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The training fees for certification in Colorado Springs starts from $2495

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