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MB-910 Dynamics 365 CE Fundamentals Sales, Customer Service, Marketing, Field Service

Dynamics 365 CE Fundamentals (CRM) MB-910 course provides you with an overview of the  Dynamics 365 CE (CRM). You learn how to work with each of the customer engagement apps, including Dynamics 365 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, and the customer relationship management (CRM) capabilities of Dynamics 365 Project Operations. This course will include lecture as well as hands-on labs. If your new to Dynamics 365 CE (CRM) this is the course for you.  The course covers the different Apps and how they work together to accelerated your business.

Dynamics 365 CE Fundamentals Training (CRM) MB-910

Certified: Dynamics 365 Fundamentals

You will Learn:

Describe the capabilities and functionality of Dynamics 365:

  • Marketing
  • Sales
  • Customer Service
  • Field Service
  • Project Operations (CRM)

Dynamics 365 CE Fundamentals Training (CRM) MB-910

Dynamics 365 CE Fundamentals (CRM) MB-910 course provides you with an overview of the  Dynamics 365 CE (CRM). You learn how to work with each of the customer engagement apps, including Dynamics 365 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, and the customer relationship management (CRM) capabilities of Dynamics 365 Project Operations. This course will include lecture as well as hands-on labs. If your new to Dynamics 365 CE (CRM) this is the course for you.  The course covers the different Apps and how they work together to accelerated your business.

Is this the Right Dynamics 365 CE Fundamentals Training (CRM) MB-910 for you?

If you’re familiar with business operations, customer relationship management (CRM), and are IT savvy—either generally or through work experience—take advantage of this certification to highlight those skills. Validate your broad exposure to the customer engagement capabilities of Dynamics 365 to enhance your career journey.

People in different roles and at various stages in their careers can benefit from this fundamentals certification. Here are some examples:

  • IT professionals who want to show a general understanding of the applications they work with
  • Business stakeholders and others who know Dynamics 365 and who want to validate their skills and experience
  • Developers who want to highlight their understanding of business operations and CRM
  • Students, recent graduates, and people changing careers who want to make the most of Dynamics 365 customer engagement capabilities to move to the next level

Good to know before you attend the class:

Learners should have a fundamental understanding of customer engagement principles and business operations. An understanding of cloud computing is helpful, but isn’t necessary.

Course Outline

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
  • Lastly, review Additional Marketing Apps

Labs:

Working with customer engagement apps

Manage Customers and Activities

Search and filter data

Dynamics 365 Marketing Capstone Lab

  • Create a marketing email
  • Segment in Dynamics 365 Marketing
  • And lastly, create a customer Journey

After completing this module, students will be able to describe:

  • Customer engagement apps and what they have in common
  • Standard marketing processes and how Dynamics 365 Marketing addresses them
  • Dynamics 365 Marketing features and capabilities
  • Lastly, 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
  • Lastly, 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:

  • Standard sales processes and how Dynamics 365 Sales addresses them
  • Dynamics 365 Sales capabilities
  • Lastly, 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
  • Lastly, 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:

  • Standard customer service processes and how Dynamics 365 Customer Service addresses them
  • Dynamics Customer Service capabilities
  • Lastly, 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
  • Lastly, 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:

  • Standard field service business processes and how Dynamics 365 Field Service addresses
  • How to generate Work Orders
  • Scheduling capabilities of Dynamics 365 Field Service
  • Inventory management capabilities of Dynamics 365 Field Service
  • Lastly, 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
  • Lastly, 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
  • Lastly, create a Project Quote and Project Estimate

After completing this module, students will be able to describe the:

  • Project-based customer engagement processes addressed by Dynamics 365 Project Operations
  • Sales capabilities of Dynamics 365 Project Operations
  • Project management capabilities of Dynamics 365 Project Operations
  • Lastly, resource utilization capabilities of Dynamics 365 Project Operations

 

Related Courses:

MB-300 Microsoft Dynamics 365: Core Finance and Operations

MB-310 Microsoft Dynamics 365 Finance

MB-320 Microsoft Dynamics 365 Supply Chain Management, Manufacturing

MB-330 Microsoft Dynamics 365 Supply Chain Management

MB-340 Microsoft Dynamics 365 Commerce Functional Consultant

MB-500 Microsoft Dynamics 365: Finance and Operations Apps Developer

MB-300 and MB-500 D365 Developer  and Power Apps Integration Workshop

MB-700 Microsoft Dynamics 365: Finance and Operations Apps Solution Architect

MB-800 Microsoft Dynamics 365 Business Central Functional Consultant

MB-920 Microsoft Dynamics 365 Fundamentals (ERP)

 

Related Certifications:

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Price:

$1,195.00

Duration:
2 days

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