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MB-910T00 - Microsoft Dynamics 365 Fundamentals


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




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.

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