Descripción del curso: MB-910: Microsoft Dynamics 365 Fundamentals (CRM)

¿Quiere obtener más información sobre Dynamics 365? Este curso proporciona una amplia introducción a las características de interacción con los clientes de Dynamics 365. Conocerá bien el concepto de involucración de los clientes, las capacidades principales de las aplicaciones de involucración de los clientes, así como con cada una de las aplicaciones destinadas a ello, como Dynamics 365 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service. Este curso incluye una parte teórica y laboratorios prácticos.

Perfil de público

Las personas con distintos roles y en distintas fases de su carrera profesional pueden beneficiarse de este curso sobre aspectos básicos. Esto incluye profesionales de TI, partes interesadas de la empresa y otras personas que quieren conocer las funcionalidades de involucración del cliente de Dynamics 365, así como alumnos, recién graduados y personas que están cambiando de carrera y que quieren aprovechar Dynamics 365 para ir un paso más allá.

Elementos de esta colección

• Navegar por las aplicaciones de interacción con el cliente de Dynamics 365
• Explorar las actividades y las opciones de integración comunes de Dynamics 365
• Explorar Dynamics 365 Marketing
• Explorar otras capacidades y aplicaciones de marketing
• Explorar Dynamics 365 Sales
• Usar las capacidades de ventas
• Explorar Dynamics 365 Customer Service
• Examinar la administración del conocimiento en Dynamics 365 Customer Service y las aplicaciones relacionadas
• Explorar Dynamics 365 Field Service
• Describir el proceso de programación

Esquema del curso

Module 1: Learn the Fundamentals of Dynamics 365 Marketing

This module covers the basic concepts of customer engagement and what the customer engagement apps have in common before diving into Dynamics 365 Marketing. We begin with the standard marketing business processes and how Marketing addresses those. Then we examine the product capabilities. Finally, we cover additional marketing apps such as LinkedIn Campaign Manager, Dynamics 365 Customer Voice and Dynamics 365 Customer Insights.

Lessons

• Get introduced to the Dynamics 365 customer engagement apps
• Examine Dynamics 365 Marketing
• Describe Dynamics 365 Marketing capabilities
• Review Additional Marketing Apps

Lab: Working with customer engagement apps

Lab: Manage Customers and Activities

Lab: Search and filter data

Lab: Dynamics 365 Marketing Capstone Lab

• Create a marketing email
• Create a Segment in Dynamics 365 Marketing
• Create a Customer Journey

After completing this module, students will be able to:

• Describe the customer engagement apps and what they have in common
• Describe the standard marketing processes and how Dynamics 365 Marketing addresses them
• Describe Dynamics 365 Marketing features and capabilities
• Describe additional marketing apps

Module 2: Learn the Fundamentals of Dynamics 365 Sales

This module provides an introduction to Dynamics 365 Sales. We begin with the standard sales business processes and how Sales addresses those. Then we examine the product capabilities. Finally, we cover additional sales apps such as Sales Insights and Sales Navigator.

Lessons

• Explore Dynamics 365 Sales
• Manage the sales lifecycle with Dynamics 365 Sales
• Review additional sales apps

Lab: Dynamics 365 Sales Capstone Lab

• Create and qualify a Lead
• Manage a sales Opportunity

After completing this module, students will be able to:

• Describe the standard sales processes and how Dynamics 365 Sales addresses them
• Describe Dynamics 365 Sales capabilities
• Describe additional sales apps such as Sales Insights and Sales Navigator

Module 3: Learn the Fundamentals of Dynamics 365 Customer Service

This module provides an introduction to Dynamics 365 Customer Service. We begin with the standard customer service business processes and how Customer Service addresses those. Then we examine the product capabilities. Finally, we cover additional customer service apps such as Omnichannel for Customer Service, Dynamics 365 Customer Service Insights, Customer Service Scheduling and Connected Customer Service.

Lessons

• Examine Dynamics 365 Customer Service
• Describe Dynamics Customer Service capabilities
• Review additional customer service apps

Lab: Dynamics 365 Capstone Lab

• Create and publish a Knowledge Article
• Manage a support Case through its life cycle

After completing this module, students will be able to:

• Describe the standard customer service processes and how Dynamics 365 Customer Serviceaddresses them
• Describe Dynamics Customer Service capabilities
• Describe additional sales apps such as Sales Insights and Sales Navigator

Module 4: Learn the Fundamentals of Dynamics 365 Field Service

This module provides an introduction to Dynamics 365 Field Service. We begin with the standard field service business processes and how Field Service addresses those. Then we examine the product capabilities, including work order generation, scheduling, inventory management and asset management.

Lessons

• Examine Dynamics Field Service
• Generate Work Orders in Dynamics 365 Field Service
• Describe the scheduling capabilities of Dynamics 365 Field Service
• Examine the inventory management capabilities of Dynamics 365 Field Service
• Review the asset management capabilities of Dynamics 365 Field Service

Lab: Dynamics 365 Capstone Lab

• Create a Case and escalate to a Work Order
• Schedule items with Dynamics 365 Field Service

After completing this module, students will be able to:

• Describe the standard field service business processes and how Dynamics 365 Field Service addresses
• Describe how to generate Work Orders
• Describe the scheduling capabilities of Dynamics 365 Field Service
• Describe the inventory management capabilities of Dynamics 365 Field Service
• Describe the asset management capabilities of Dynamics 365 Field Service

Module 5: Learn the Fundamentals of Dynamics 365 Project Operations (CRM)

This module provides an introduction to the customer engagement aspects of Dynamics 365 Project Operations. We begin with the standard project-based business processes and how Project Operations addresses those. Then we examine the product capabilities, including sales, project management, and resource utilization.

Lessons

• Examine Dynamics 365 Project Operations
• Describe the sales capabilities of Dynamics 365 Project Operations
• Plan projects with Dynamics 365 Project Operations
• Review the resource utilization capabilities of Dynamics 365 Project Operations

Lab: Dynamics 365 Project Operations Capstone Lab

• Create a project-based Lead
• Manage a project-based Opportunity
• Create a Project Quote and Project Estimate

After completing this module, students will be able to:

• Describe project-based customer engagement processes addressed by Dynamics 365 Project Operations
• Describe the sales capabilities of Dynamics 365 Project Operations
• Describe the project management capabilities of Dynamics 365 Project Operations
• Describe the resource utilization capabilities of Dynamics 365 Project Operations

Additional Reading

Please review the content associated with this course on Microsoft Learn.

Please note that there is a separate learning path per product.

Requisitos previos

Los alumnos deben tener conocimientos fundamentales de los principios de involucración del cliente y las operaciones empresariales. Tener conocimientos sobre la informática en la nube es útil, pero no necesario.

Idioma

• Curso: Inglés / Español

• Labs: Inglés / Español