Microsoft Dynamics 365 CRM Training (MB-910)
Course 8598
1 DAY COURSE

Do you want to learn more about Dynamics 365? This Microsoft Dynamics 365 CRM 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, and each of the customer engagement apps, including Dynamics 365 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Service and Dynamics 365 Field Service. This course will include lectures as well as hands-on lab.

Microsoft Dynamics 365 CRM Training (MB-910) Benefits

• In this course, you will learn how to:

  • Describe the capabilities of Dynamics 365 Marketing.
  • Describe the capabilities of Dynamics 365 Sales.
  • Describe the capabilities of Dynamics 365 Customer Service.
  • Describe the capabilities of Dynamics 365 Field Service.

• Training Prerequisites

  None. An understanding of cloud computing is helpful but isn't necessary. 

• Certification Information

  This course prepares you for exam MB-910: Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM).

Microsoft Dynamics 365 CRM Training Outline

Module 1: Describe the foundations of Dynamics 365 customer engagement apps 

This module introduces learners to the customer engagement applications for Dynamics 365, the individual apps and how they relate to Microsoft Power Platform and Microsoft Dataverse. 

After completing this module, you'll be able to: 

• 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 

Module 2: Describe shared activities and integration options in Dynamics 365 customer engagement apps 

In this module, learners will be introduced to activities and integration options across the customer engagement apps for Dynamics 365. 

After completing this module, you'll be able to: 

• Work with customers and manage activities 
• Explore different reporting options 
• Describe the available integration options 

Module 3: Explore Dynamics 365 Marketing 

This module introduces learners to Dynamics 365 Marketing with a focus on email marketing, segments, customer journeys and lead generation and qualification. 

After completing this module, you'll be able to: 

• Identify use cases for Dynamics 365 Marketing 
• Explain email marketing 
• Describe how to target customers with segments 
• Explain how to create and leverage customer journeys in Dynamics 365 Marketing 
• Describe lead generation and qualification 

Module 4: Describe Dynamics 365 Marketing apps 

This module introduces learners to other applications that augment Dynamics 365 Marketing capabilities such as Dynamics 365 Customer Voice and Dynamics 365 Customer Insights. 

After completing this module, you'll be able to: 

• Describe when other marketing applications may be required 
• Describe how to use Customer Insights to create more targeted customer segments that can be brought into Dynamics 365 Marketing 
• Describe how to capture customer feedback with Customer Voice 

Module 5: Explore Dynamics 365 Sales 

This module introduces learners to Dynamics 365 Sales focusing on managing leads, lead qualification, opportunities and sales orders as part of the standard sales lifecycle. 

After completing this module, you'll be able: 

• Describe the 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 how to use orders and invoices 

Module 6: Describe Dynamics 365 Sales capabilities and related apps 

This module introduces learners to sales forecasting, LinkedIn Sales Navigator and Dynamics 365 Sales Insights and Microsoft Sales Copilot. 

After completing this module, you'll be able to: 

• 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 

This module introduces learners to Dynamics 365 Customer Service, focusing on core elements such as cases, case lifecycle, queues, business process flows and Service-level agreements. 

After completing this module, you'll be able to: 

• 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 

This module introduces learners to Omnichannel for Customer Service, reporting and data visualization and Dynamics 365 Customer Voice for Dynamics 365 Customer Service. 

After completing this module, you'll be able to: 

• Describe Omnichannel for Dynamics 365 Customer Service 
• 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 

This module introduces learners to Dynamics 365 Field Service, focusing on work orders, inspections and the Field Service mobile app. 

After completing this module, you'll be able to: 

• 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 

This module introduces learners to the scheduling capabilities of Dynamics 365 Field Service. It also discusses asset management and Connected Field Service. 

After completion of this module, you'll be able to: 

• 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