Course description
MB-910T00 Microsoft Certified:
Dynamics 365 Fundamentals (CRM)
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, as well as each of the customer engagement apps, including Dynamics 365 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, and the customer relationship management (CRM) capabilities of Dynamics 365 Project Operations. This course will include lecture as well as hands-on labs.
Suitability - Who should attend?
The MB-910T00 Microsoft Certified: Dynamics 365 Fundamentals (CRM) course is intended for a diverse range of professionals who are interested in gaining foundational knowledge and skills in Dynamics 365 Customer Engagement (CRM) applications.
This course is particularly suitable for:
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Sales Professionals: Individuals involved in sales roles who want to learn how to use Dynamics 365 Customer Engagement applications to manage leads, opportunities, and sales pipelines effectively.
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Marketing Professionals: Marketers who wish to understand how Dynamics 365 can be used to create and manage marketing campaigns, track campaign performance, and analyze marketing insights.
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Customer Service Representatives: Professionals working in customer service roles who want to learn how to use Dynamics 365 to manage customer inquiries, cases, and service level agreements (SLAs) efficiently.
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Field Service Technicians: Individuals responsible for providing field service or support who want to learn how to use Dynamics 365 to schedule and dispatch resources, manage work orders, and track service performance.
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Business Analysts: Professionals involved in analyzing business data and processes who want to learn how Dynamics 365 can be used to generate reports, dashboards, and visualizations to gain insights into business performance.
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IT Professionals: Individuals working in IT roles who are responsible for implementing, configuring, and managing Dynamics 365 solutions within their organizations.
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Consultants and Advisors: Consultants and advisors who provide guidance and recommendations to organizations on implementing Dynamics 365 solutions and optimizing business processes.
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Project Managers: Project managers who want to understand how Dynamics 365 can be leveraged to streamline project management processes, track project progress, and collaborate with team members.
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End Users: Employees within organizations who will be using Dynamics 365 Customer Engagement applications and want to gain a foundational understanding of how to navigate and utilize the system effectively.
Overall, the MB-910T00 Dynamics 365 Fundamentals (CRM) course is suitable for anyone looking to gain a foundational understanding of Dynamics 365 Customer Engagement applications and how they can be used to drive sales, marketing, customer service, and field service operations within organizations.
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Training Course Content
The MB-910T00 Microsoft Certified: Dynamics 365 Fundamentals (CRM) course provides participants with foundational knowledge and skills in Dynamics 365 Customer Engagement (CRM) applications. Here's an overview of what may be involved in this course:
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Introduction to Dynamics 365: Participants will receive an introduction to Dynamics 365, including an overview of its features, capabilities, and benefits for organizations.
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Understanding Dynamics 365 Customer Engagement: Participants will gain an understanding of the Dynamics 365 Customer Engagement suite, which includes modules such as Sales, Marketing, Customer Service, and Field Service.
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Navigating the Dynamics 365 Interface: Participants will learn how to navigate the Dynamics 365 user interface, including how to access and interact with different modules and functionalities.
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Managing Customer Data: This section covers how to manage customer data within Dynamics 365, including creating and updating customer records, managing contacts, and organizing customer information.
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Sales Management: Participants will learn about sales management features in Dynamics 365, including managing leads, opportunities, and sales pipelines, as well as forecasting and reporting capabilities.
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Marketing Automation: This section covers marketing automation features in Dynamics 365, including creating and managing marketing campaigns, tracking campaign performance, and analyzing marketing insights.
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Customer Service Management: Participants will learn about customer service management features in Dynamics 365, including case management, service level agreements (SLAs), knowledge base management, and customer satisfaction measurement.
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Field Service Management: This section covers field service management features in Dynamics 365, including scheduling and dispatching resources, managing work orders, and tracking service performance.
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Integration with Other Systems: Participants will learn about integration capabilities of Dynamics 365, including integration with other Microsoft products and third-party systems.
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Security and Compliance: This section covers security and compliance features in Dynamics 365, including role-based access control (RBAC), data encryption, and compliance with data protection regulations.
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Customization and Configuration: Participants will learn how to customize and configure Dynamics 365 to meet the specific needs of their organization, including modifying forms, fields, and business processes.
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Reporting and Analytics: This section covers reporting and analytics features in Dynamics 365, including creating and customizing reports, dashboards, and visualizations to gain insights into business performance.
Overall, the MB-910T00 Dynamics 365 Fundamentals (CRM) course provides participants with a comprehensive understanding of Dynamics 365 Customer Engagement applications and how they can be used to drive sales, marketing, customer service, and field service operations within organizations.
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