MB-910T00 Microsoft Certified Dynamics 365 Fundamentals (CRM)

Course Overview

Do you want to learn more about Dynamics 365? This 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 as well as with each of the customer engagement apps, including Dynamics 365 Customer Insights, Dynamics 365 Sales, Dynamics 365 Customer Service and Dynamics 365 Field Service. You will also learn how Copilot can assist you in executing customer engagement tasks in Dynamics 365. This course includes lectures and hands-on-labs.

Who Should Attend

The Microsoft Dynamics 365 Fundamentals (CRM) course is targeted to those looking to familiarize themselves with and gain a 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 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 course 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.

Course Outline

1 - Describe the foundations of Dynamics 365 customer engagement apps

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
Describe Copilot in Dynamics 365 customer engagement apps
Navigate to and within Dynamics 365 customer engagement apps

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

Describe customers and activities
Describe search criteria and filters
Describe reporting capabilities including charts, dashboards, and views
Describe Microsoft Excel and Microsoft Word integrations
Describe Microsoft Sharepoint integration
Describe Microsoft Teams integration
Describe Microsoft Outlook integration

3 - Explore Dynamics 365 Customer Insights - Journeys

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

4 - Describe Dynamics 365 Customer Insights - Data

Describe the core capabilities of Dynamics 365 Customer Insights-Data
Explore a Dynamics 365 Customer Insights - Data business scenario
Describe unified customer profiles
Describe measures, segments, and predictions
Describe consuming Dynamics 365 Customer Insights - Data in other apps

5 - Explore Dynamics 365 Sales

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 Product catalog
Describe the opportunity management process
Describe sales order processing
Describe Dynamics 365 Sales business process flows
Describe Sales accelerator
Describe using Copilot in Dynamics 365 Sales

6 - Describe Dynamics 365 Sales capabilities and related apps

Identify more 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 Insights
Describe the Dynamics 365 Sales mobile app
Describe Microsoft Sales Copilot

7 - Explore Dynamics 365 Customer Service

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 knowledge management in Dynamics 365 Customer Service
Describe use cases for Copilot in Dynamics 365 Customer Service

8 - Describe Dynamics 365 Customer Service capabilities and related apps

Explore a Dynamics 365 Customer Service-related apps business scenario
Describe Omnichannel for Customer Service
Describe Omnichannel Historical Analytics
Describe the Dynamics 365 Productivity Tools app
Describe reporting and data visualization options in Dynamics 365 Customer Service

9 - Explore Dynamics 365 Field Service

Describe use cases for Dynamics 365 Field Service
Explore a Dynamics 365 Field Service business scenario
Describe the work order lifecycle
Describe the Dynamics 365 Field Service app for Outlook for work order creation and scheduling
Describe inspections in Dynamics 365 Field Service
Describe the Dynamics 365 Field Service mobile app

10 - Describe Dynamics 365 Field Service scheduling capabilities and related apps

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

< Back to Course Search

Class Dates & Times

Class times are listed Eastern time
‘GTR’ = Guaranteed to Run

This is a 1-day class

Price: $695.00

Class dates not listed.
Please contact us for available dates and times.