MB-910T00: Microsoft Dynamics 365 Fundamentals (CRM)

Duration: 1 Day (8 Hours)

MB 910 : Microsoft Dynamics 365 Fundamentals (CRM) Course Overview:

The MB-910: Microsoft Dynamics 365 Fundamentals (CRM) course offers a comprehensive overview of the customer engagement capabilities within Dynamics 365. This course is designed to provide you with a broad understanding of customer engagement concepts and the core functionalities of customer engagement apps.
Throughout the course, you will gain familiarity with each of the customer engagement apps in Dynamics 365, including Dynamics 365 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Service, and Dynamics 365 Field Service. You will learn about the key features and capabilities of each app, and how they contribute to the overall customer engagement process.
The course consists of both lectures and hands-on labs, allowing you to apply your knowledge and practice using the customer engagement apps. Through hands-on exercises, you will gain practical experience in navigating the apps, performing common tasks, and exploring their functionalities.
By the end of the course, you will have a solid understanding of customer engagement principles and the capabilities of the various Dynamics 365 customer engagement apps. This foundational knowledge will prepare you for further specialization in specific customer engagement roles or the pursuit of more advanced certifications in Dynamics 365.

Audience Profile

The Microsoft Dynamics 365 Fundamentals (CRM) course is designed to cater to a wide range of individuals looking to gain a broad exposure to the marketing, sales, customer service, and field service capabilities of Dynamics 365. The course is suitable for various roles, career stages, and backgrounds, including:

  1. IT Professionals: Those working in IT roles who want to familiarize themselves with the marketing, sales, customer service, and field service functionalities of Dynamics 365.
  2. Business Stakeholders: Individuals involved in business operations, management, or decision-making who want to understand how Dynamics 365 can enhance marketing, sales, customer service, and field service processes within their organization.
  3. Entrepreneurs: Business owners and entrepreneurs who are interested in leveraging Dynamics 365 for their marketing, sales, customer service, and field service needs.
  4. Students: Students studying business, marketing, sales, or customer service who want to gain practical knowledge of Dynamics 365 and its capabilities.
  5. Career Changers: Individuals who are considering a career shift into marketing, sales, customer service, or field service and want to develop a foundational understanding of Dynamics 365 in these areas.

By enrolling in this fundamentals course, participants will have the opportunity to explore and learn about the features and capabilities of Dynamics 365 Marketing, Sales, Customer Service, and Field Service. This exposure will enable them to make informed decisions, contribute to discussions, and potentially pursue further specialization or certification in these areas.

Job role: Business Owner

Benefits of taking MB 910 : Microsoft Dynamics 365 Fundamentals (CRM) Training

Here are some of the benefits of taking MB-910: Microsoft Dynamics 365 Fundamentals (CRM) Training:

Enhanced Career Prospects

  • Expand your career options: Gaining the MB-910 certification opens doors to a wider range of employment opportunities in customer relationship management (CRM), sales, marketing, and business development domains.
  • Increase your earning potential: Certified professionals with MB-910 credentials often command higher salaries compared to their non-certified counterparts.
  • Stand out in the job market: Differentiate yourself from competitors by demonstrating your understanding of the core capabilities of Microsoft Dynamics 365 CRM and its application in real-world business scenarios.

Enhanced Professional Competence

  • Develop foundational knowledge: Acquire a comprehensive understanding of customer engagement concepts, the role of CRM in business, and the core capabilities of Microsoft Dynamics 365 CRM.
  • Gain hands-on experience: Acquire hands-on proficiency in navigating and using Microsoft Dynamics 365 CRM, including customer data management, sales and marketing automation, and customer service tools.
  • Become a CRM specialist: Equip yourself with the knowledge and skills to effectively utilize Microsoft Dynamics 365 CRM to enhance customer engagement, improve sales performance, and achieve business objectives.

Enhanced Business Value

  • Improve customer satisfaction: Contribute to improved customer satisfaction and loyalty by providing personalized experiences, proactive support, and effective customer service through Microsoft Dynamics 365 CRM.
  • Streamline CRM processes: Automate repetitive CRM tasks, eliminate manual workarounds, and streamline CRM processes to enhance efficiency and reduce costs.
  • Gain insights into customer behavior: Leverage data analytics and reporting tools in Microsoft Dynamics 365 CRM to gain deeper insights into customer preferences, buying patterns, and feedback.
  • Make informed CRM decisions: Utilize data-driven insights to make informed decisions about CRM strategies, resource allocation, and campaign optimization.
  • Enhance customer engagement: Foster stronger customer relationships and engagement by providing personalized marketing campaigns, targeted sales efforts, and proactive customer support through Microsoft Dynamics 365 CRM.

Overall, taking MB-910: Microsoft Dynamics 365 Fundamentals (CRM) Training can significantly enhance your career prospects, professional competence, and the value you bring to your organization’s customer relationship management initiatives.

Describe the foundations of Dynamics 365 customer engagement apps
  • Describe use cases for Dynamics 365
  • Describe how the Microsoft Power Platform relates to Dynamics 365 apps
  • Explain what Microsoft Dataverse is and how it is used by Dynamics 365 customer engagement apps
  • Describe the different Dynamics 365 customer engagement apps
  • Describe options for accessing Dynamics 365 customer engagement apps
  • Work with customers and manage activities
  • Explore different reporting options
  • Describe the available integration options
  • Identify use cases for Dynamics 365 Marketing
  • Explain email marketing
  • Describe how to target customers with segments
  • Explain how to create and leverage customer journeys in Dynamics 365 Marketing
  • Describe lead generation and qualification
  • Describe when other marketing applications may be required
  • Describe how to use Customer Insights to create more targeted customer segments that can be brought into Dynamics 365 Marketing
  • Describe how to capture customer feedback with Customer Voice
  • Describe the typical sales lifecycle process looks like and how an organization might use it to manage their sales
  • Describe the tools provided in Dynamics 365 Sales to assist organizations in creating, managing, and qualifying potential sales leads
  • Describe the process for creating and managing opportunities
  • Describe how Dynamics 365 Sales uses business process flows to provide sellers assistance while managing sales opportunities
  • Describe the options available for building and delivering quotes using Dynamics 365 Sales
  • Describe how to use orders and invoices
  • Identify cases where additional sales apps could be leveraged
  • Examine the sales pipeline and forecasting available in Dynamics 365 Sales
  • Describe the capabilities of Dynamics 365 Sales Insights
  • Describe the capabilities of LinkedIn Sales Navigator
  • Examine the Dynamics 365 Sales mobile application
  • Describe the capabilities of Microsoft Viva Sales
  • Identify use cases for Dynamics 365 Customer Service
  • Explain the case lifecycle
  • Examine how to manage queues
  • Dynamics 365 Customer Service business process flows
  • Describe Service-Level agreements (SLAs) and entitlements
  • Describe Omnichannel for Dynamics 365 Customer Service
  • Explain reporting and visualization options in Dynamics 365 Customer Service
  • Describe Dynamics 365 Customer Voice use cases for Dynamics 365 Customer Service
  • Describe a typical field service lifecycle
  • Examine the lifecycle of a work order
  • Explain inspections
  • Describe the Field Service mobile app
  • Describe the scheduling capabilities available in Dynamics 365 Field Service
  • Schedule qualified resources
  • Describe the asset management capabilities available
  • Explain the relationship between Customer Assets and Connected Field Service

MB 910 : Microsoft Dynamics 365 Fundamentals (CRM) Course Prerequisites:

None. An understanding of cloud computing is helpful but isn’t necessary.

Q: What is MB-910T00: Microsoft Dynamics 365 Fundamentals (CRM) training?

A: MB-910T00 is a training program offered by Microsoft that focuses on providing individuals with the fundamental knowledge and skills required to work with Microsoft Dynamics 365 Customer Relationship Management (CRM). This training program covers various aspects of Dynamics 365 CRM, including core functionality, customization options, and integration capabilities.

A: The MB 910 training program is designed for individuals who are new to Microsoft Dynamics 365 CRM and want to gain a foundational understanding of its features and capabilities. This training is suitable for business users, sales representatives, marketing professionals, and anyone interested in leveraging CRM technology to drive customer engagement and optimize business processes.

A: The training covers a range of topics, including:

  • Introduction to Microsoft Dynamics 365 CRM and its core functionality.
  • Exploring the sales, marketing, and customer service modules in Dynamics 365 CRM.
  • Customizing Dynamics 365 CRM to meet specific business requirements.
  • Understanding integration options with other applications and services.
  • Navigating the user interface and working with data in Dynamics 365 CRM.

A: There are no specific prerequisites for attending the MB910 training program. However, a basic understanding of CRM concepts and familiarity with Microsoft Office applications would be beneficial.

A: By completing the MB 910 training program, you will:

  • Gain a fundamental understanding of Microsoft Dynamics 365 CRM and its key modules.
  • Learn how to customize Dynamics 365 CRM to align with specific business needs.
  • Discover how to effectively use CRM functionalities for sales, marketing, and customer service.
  • Understand integration options to connect Dynamics 365 CRM with other applications.
  • Acquire the knowledge and skills to navigate the user interface and work with data in Dynamics 365 CRM.

A: The MB 910 training can be delivered through various methods, including in-person instructor-led training, virtual instructor-led training.

A: Yes, after completing the MB 910 training, you have the option to take the Microsoft certification exam MB-910: Microsoft Dynamics 365 Fundamentals. This exam validates your foundational knowledge of Dynamics 365 CRM. However, passing the exam is not mandatory to complete the training program.

A: Yes, upon passing the MB 910 certification exam, you will earn the Microsoft Certified: Dynamics 365 Fundamentals certification. This certification demonstrates your understanding of Dynamics 365 CRM fundamentals and validates your ability to work with the solution.

A: The duration of the training program can vary depending on the delivery method and the depth of coverage. In-person or virtual instructor-led training programs may span several days, covering the comprehensive content.

A: To enroll in the MB 910 training program, click Enroll Now button

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This course comes with following benefits:

  • Practice Labs.
  • Get Trained by Microsoft Certified Trainers (MCT).
  • Access to the recordings of your class sessions for 90 days.
  • Digital courseware
  • Experience 24*7 learner support.

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