MB-910T00 : Microsoft Dynamics 365 Fundamentals (CRM)
Duration: 2 Days
Course Overview
This course provides an introduction to Microsoft Dynamics 365 Customer Relationship Management (CRM) and is designed for individuals interested in gaining a foundational understanding of the Dynamics 365 CRM applications. By the end of the course, participants will have a better understanding of Dynamics 365 sales, customer service, and marketing applications and their integration with Microsoft Power Platform.
Course Objectives:
Describe the foundations of Dynamics 365 customer engagement apps
Describe shared activities and integration options in Dynamics 365 customer engagement apps
Explore Dynamics 365 Customer Insights - Journeys
Describe Dynamics 365 Customer Insights - Data
Explore Dynamics 365 Sales
Describe Dynamics 365 Sales capabilities and related apps
Explore Dynamics 365 Customer Service
Describe Dynamics 365 Customer Service capabilities and related apps
Explore Dynamics 365 Field Service
Describe Dynamics 365 Field Service scheduling capabilities and related apps
Course Outline
Module 1: Introduction to Microsoft Dynamics 365 and CRM
Overview of Dynamics 365 CRM applications
Dynamics 365 ecosystem and features
Key benefits of using Dynamics 365 CRM
Integration with other Microsoft tools (e.g., Power Platform, Office 365)
Unified customer data and insights
Dynamics 365 licensing and deployment options
Overview of licensing models and plans
Module 2: Dynamics 365 Sales Fundamentals
Introduction to Dynamics 365 Sales
Sales application features and functionality
Managing leads, opportunities, and accounts
Key concepts: leads, opportunities, and accounts
Sales process stages and pipeline management
Sales productivity and collaboration tools
Utilizing tools such as Power Automate and Power Apps
Integration with Outlook and Teams
Module 3: Dynamics 365 Customer Service Fundamentals
Introduction to Dynamics 365 Customer Service
Customer service application features and functionality
Case management and knowledge management
Creating and managing cases
Utilizing knowledge bases
Customer service insights and analytics
Monitoring service levels and performance
Module 4: Dynamics 365 Marketing Fundamentals
Introduction to Dynamics 365 Marketing
Marketing application features and functionality
Campaign and event management
Creating and managing campaigns
Planning and managing events
Marketing insights and lead nurturing
Lead scoring and nurturing strategies
Analyzing marketing performance
Module 5: Dynamics 365 Integration with Power Platform
Dynamics 365 and Power Platform overview
Introduction to Power Apps, Power Automate, and Power BI Extending Dynamics 365 CRM with Power Platform
Creating custom apps and workflows with Power Platform
Utilizing Power BI for advanced reporting and analytics
Module 6: Getting Started with Dynamics 365 CRM
Navigating Dynamics 365 CRM
User interface and key components
Configuration and customization options
Basic configuration tasks and options
Resources and learning paths
Available resources for further learning and support
Prerequisites
No prior experience with Microsoft Dynamics 365 CRM is required. However, a basic understanding of customer relationship management concepts and Microsoft Office applications may be helpful.
Target Audience
This Microsoft Dynamics 365 Fundamentals (CRM) MB-910T00 Course is designed to provide professionals with a foundational understanding of the Dynamics 365 Customer Engagement application. Below are the professionals who can have benefit from this course:
Sales Professionals
Marketing Professionals
Customer Service Representatives
CRM Administrators
Customer Engagement Consultants
CRM Project Managers
Consultants
Final Assessment and Certification
Participants will complete a final assessment to test their understanding of the course content.
Upon successful completion, participants will receive a certificate of completion for the MB-910T00 course.