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

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 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Service and Dynamics 365 Field Service. This course will include lecture as well as hands-on-labs.

One Microsoft exam voucher included with class.

Module 1: Navigate the Dynamics 365 customer engagement apps

• Describe use cases for Dynamics 365
• Explain what Microsoft Dataverse is and how it is used
• Examine the different Dynamics 365 CRM Apps
• Review options for accessing applications
• Locate and filter data in Dynamics 365

Module 2: Explore common Dynamics 365 activities and integration options

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

Module 3: Explore Dynamics 365 Marketing

• 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: Explore other marketing capabilities and apps

• Examine the event management capabilities available
• Explain Dynamics 365 Customer Voice
• Describe Dynamics 365 Customer Insights

Module 5: Explore Dynamics 365 Sales

• Explain Dynamics 365 Sales features and functionality
• Review a typical sales lifecycle
• Describe leads and the qualification process
• Examine the opportunity management process
• Explain sales order processing with Dynamics 365 Sales

Module 6: Use sales capabilities

• Explain Dynamics 365 Sales forecasting
• Describe LinkedIn Sales Navigator
• Explain Dynamics 365 Sales Insights

Module 7: Explore Dynamics 365 Customer Service

• Identify use cases for Dynamics 365 Customer Service
• Explain the case lifecycle
• Examine how to manage Queues
• Describe Service-Level agreements (SLAs) and entitlements

Module 8: Examine knowledge management in Dynamics 365 Customer Service and related apps

• Describe Knowledge Management
• Describe Omnichannel for Customer Service
• Explain the Customer Service Historical Analytic Reports

Module 9: Explore Dynamics 365 Field Service

• Describe field service
• Examine the lifecycle of a work order
• Describe inspections

Module 10: Describe the scheduling process

• 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

Learners should have a fundamental understanding of customer engagement principles and business operations. An understanding of cloud computing is helpful, but isn't necessary.

People in different roles and at various stages in their careers can benefit from this fundamentals course. This includes IT professionals, business stakeholders and others who want to be exposed to the customer engagement capabilities of Dynamics 365 as well as students, recent graduates, and people changing careers who want to leverage Dynamics 365 to move to the next level.