MB-910: Microsoft Dynamics 365 Fundamentals (CRM)

Overview

Unlock the full potential of Dynamics 365 and transform how you engage with customers. Gain a solid grasp of customer engagement fundamentals while exploring the powerful capabilities of apps like Microsoft Dynamics 365 Fundamentals (CRM).

Avigate each tool with confidence as you learn how they work together to build seamless, end-to-end experiences. Discover how Copilot enhances your workflow by assisting with tasks through intelligent automation, saving time and boosting efficiency. Experience learning through a mix of expert guidance and hands-on labs that bring concepts to life and prepare you to apply them in real-world scenarios.

Key Takeaways

• Describe use cases for Dynamics 365
• Explain what Microsoft Dataverse is and how it is used by Dynamics 365 customer engagement applications
• Explore different reporting options
• Identify use cases for Dynamics 365 Marketing
• Describe how to target customers with segments
• Describe lead generation and qualification
• Describe how to use Customer Insights to create more targeted customer segments that can be brought into Dynamics 365 Marketing
• Describe the typical sales lifecycle process looks like and how an organisation might use it to manage their sales
• Describe the process for creating and managing opportunities
• Describe the options available for building and delivering quotes using Dynamics 365 Sales
• Identify cases where additional sales apps could be leveraged
• Describe the capabilities of Dynamics 365 Sales Insights
• Examine the Dynamics 365 Sales mobile application
• Identify use cases for Dynamics 365 Customer Service
• Examine how to manage queues
• Describe Service-Level agreements (SLAs) and entitlements
• Explain reporting and visualisation options in Dynamics 365 Customer Service
• Describe a typical field service lifecycle
• Explain inspections
• Describe the scheduling capabilities available in Dynamics 365 Field Service
• Describe the asset management capabilities available
• Describe how the Microsoft Power Platform relates to Dynamics 365 apps
• Describe the different Dynamics 365 customer engagement apps
• Work with customers and manage activities
• Describe the available integration options
• Explain email marketing
• Explain how to create and leverage customer journeys in Dynamics 365 Marketing
• Describe when other marketing applications may be required
• Describe how to capture customer feedback with Customer Voice
• Describe the tools provided in Dynamics 365 Sales to assist organizations in creating, managing, and qualifying potential sales leads
• Describe how Dynamics 365 Sales uses business process flows to provide sellers with assistance while managing sales opportunities
• Describe how to use orders and invoices
• Examine the sales pipeline and forecasting available in Dynamics 365 Sales
• Describe the capabilities of LinkedIn Sales Navigator
• Describe the capabilities of Microsoft Viva Sales
• Explain the case lifecycle
• Dynamics 365 Customer Service business process flows
• Describe Omnichannel for Dynamics 365 Customer Service
• Describe Dynamics 365 Customer Voice use cases for Dynamics 365 Customer Service
• Examine the lifecycle of a work order
• Describe the Field Service mobile app
• Schedule qualified resources
• Explain the relationship between Customer Assets and Connected Field Service

Who Should Attend

• Please refer to the job roles section. The Microsoft Dynamics 365 Fundamentals (CRM) programme is targeted at those looking to familiarise themselves with and gain broad exposure to the marketing, sales, customer service, and field service capabilities of Dynamics 365. This audience wants to explore how customer engagement apps (CRM) for Dynamics 365 can be used to:
  • Unify profiles and tailor targeted customer journeys by using the 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 Copilot can assist with each of these. People in various roles and stages in their careers can benefit from this fundamentals course. The programme is designed for IT professionals, business stakeholders, entrepreneurs, students, and people starting or changing careers who want to be exposed to the customer relationship capabilities of Dynamics 365.