Course Description: MB-910: Microsoft Dynamics 365 Fundamentals (CRM)

Do you want to learn more about Dynamics 365? This course provides a comprehensive introduction to the customer engagement features of Dynamics 365. You will become familiar with the concept of customer engagement, the core capabilities of customer engagement apps, as well as each of the customer engagement apps, such as Dynamics 365 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service. This course includes a theoretical part and practical labs.

Audience profile

People in a variety of roles and at different stages of their careers can benefit from this foundational course. This includes IT professionals, business stakeholders, and others who want to learn about the customer engagement capabilities of Dynamics 365, as well as students, recent graduates, and career changers who want to take Dynamics 365 to the next level.

Items in this collection

• Explore the core capabilities of Microsoft Dynamics 365 customer engagement applications (19 units)
• Discover the fundamentals of Microsoft Dynamics 365 Customer Insights (20 Units)
• Explore the fundamentals of Microsoft Dynamics 365 Sales (23 Units)
• Explore the fundamentals of Microsoft Dynamics 365 Customer Service (18 units)
• Explore the fundamentals of Microsoft Dynamics 365 Field Service (18 Units)

Course outline

Module 1. Explore the core capabilities of Microsoft Dynamics 365 customer engagement apps

Lessons

• Describe the basics of Dynamics 365 customer engagement apps
• Describe shared activities and integration options in Dynamics 365 customer engagement apps

Laboratory exercises:

• Working with Customer Engagement Apps
• Managing Clients and Activities

Module 2. Learn the basics of Microsoft Dynamics 365 Customer Insights

Lessons

• Explore Dynamics 365 Customer Insights - Journeys
• Describe Dynamics 365 Customer Insights - Data and Dynamics 365 Customer Voice
  

Laboratory exercises:

• Create a simple customer journey

Module 3. Exploring the basics of Microsoft Dynamics 365 Sales

Lessons

• Exploring Dynamics 365 Sales
• Describe the features and applications related to Dynamics 365 Sales

Laboratory exercise:

• Create and manage a lead and opportunities in Dynamics 365 Sales

Module 4. Exploring the basics of Microsoft Dynamics 365 Customer Service

Lessons

• Exploring Dynamics 365 Customer Service.
• Describe the features and applications related to Dynamics 365 Customer Service.

Laboratory exercise:

• Create and manage cases

Module 5. Learn the basics of Microsoft Dynamics 365 Field Service

Lessons

• Exploring Dynamics 365 Field Service
• Description of the programming process

Language

• Course: English / Spanish

• Labs: English / Spanish

Associate Certification

Microsoft Certified: Dynamics 365 Fundamentals (CRM)

Demonstrate fundamental knowledge of Microsoft Dynamics 365 customer engagement capabilities.

Level: Beginner
Role: Business Owner
Product: Dynamics 365
Subject: Business applications