MB-910 Microsoft Dynamics 365 Fundamentals (CRM)

Doelgroep

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:

Inhoud training

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. We also provide a brief overview to Copilot in Dynamics 365 customer engagement apps.

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.

• Describe Copilot in Dynamics 365 customer engagement apps.

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

In this module, learners are 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.

Explore Dynamics 365 Customer Insights - Journeys

To refine a draft, you can adjust the tone or length of the response. For example, you can ask Copilot in Outlook to make the email more formal or casual, or to make it longer or shorter.

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

• Identify use cases for Dynamics 365 Customer Insights - Journeys.

• Explain email marketing.

• Describe how to target customers with segments.

• Explain how to create and use customer journeys in Dynamics 365 Customer Insights - Journeys.

• Describe lead generation and qualification.

• Describe event management features and capabilities.

Describe Dynamics 365 Customer Insights - Data

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

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

• Describe the use cases of Customer Insights - Data.

• Explain unified customer profile.

• Describe measures, segments, and predictions.

• Describe consuming Customer Insights – Data in other applications such as Customer Insights - Journeys.

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.

• Describe Sales Accelerator.

• Describe how to use Copilot in Dynamics 365 Sales.

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 other sales apps could be used.

• 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.

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 including service level agreements and entitlements.

• Describe the functionality for workload management.

• Describe knowledge management.

• Describe how Copilot is used in Dynamics 365 Customer Service.

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.

• Describe Omnichannel Historical Analytics.

• Describe the Dynamics 365 Productivity Tools app.

• Explain reporting and visualization options in Dynamics 365 Customer Service.

Explore Dynamics 365 Field Service

This module introduces Dynamics 365 Field Service. It starts with an overview of the typical field service lifecycle, and then discusses how to manage work orders and inspections in Dynamics 365 Field Service. Learners are introduced to the Dynamics 365 Field Service mobile app, which allows technicians to work effectively and efficiently in the field.

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.

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 available asset management capabilities.

• Explain the relationship between Customer Assets and Connected Field Service.

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