Microsoft Dynamics 365 Fundamentals (CRM) MB910 - United Kingdom

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