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

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About Course

The MB-910T00: Microsoft Dynamics 365 Fundamentals (CRM) course is designed to provide learners with a comprehensive understanding of the capabilities, features, and functionalities of Microsoft Dynamics 365 customer engagement apps. It focuses on core components such as marketing, sales, customer service, and field service. Module 1 introduces participants to navigating the Dynamics 365 customer engagement apps, exploring common activities, and integration options, with practical labs to reinforce learning. Module 2 dives into the fundamentals of Dynamics 365 Marketing, including creating customer journeys and segments. Module 3 covers the essentials of Dynamics 365 Sales, teaching users how to manage leads and opportunities, along with sales-related capabilities. Module 4 focuses on Dynamics 365 Customer Service, knowledge management, and handling customer cases. Lastly, Module 5 provides insights into Dynamics 365 Field Service, including work order creation and scheduling processes.By the end of the course, learners will gain valuable skills that can help organizations improve customer experiences, streamline operations, and enhance marketing and sales efforts. This foundation-level course is beneficial for those looking to build a career around Microsoft Dynamics 365 customer engagement solutions or to understand how CRM systems can create business value.

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What Will You Learn?

  • Understand the interface and navigation of Dynamics 365 customer engagement apps to streamline daily tasks.
  • Identify common activities and integration options to optimize business operations within Dynamics 365.
  • Create, manage, and track customer interactions through practical labs, fostering strong customer relationships.
  • Comprehend the core functionalities of Dynamics 365 Marketing to effectively engage customers and execute marketing strategies.
  • Develop and manage customer segments and journeys to personalize marketing efforts and measure their success.
  • Understand the essentials of Dynamics 365 Sales, including lead and opportunity management, to drive sales productivity.
  • Learn to manage product catalogs, entitlements, and service level agreements (SLAs) to support sales processes.
  • Explore Dynamics 365 Customer Service capabilities, including case management and knowledge management, to improve service delivery.
  • Delve into Dynamics 365 Field Service by learning about work order management, scheduling, and asset management for on-site service.
  • Apply learned concepts through hands-on labs, such as creating and managing cases, work orders, and knowledge articles, to solidify understanding and practical application.
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