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

​​Day 01:  Core capabilities of Customer Engagement apps ​

1.  Foundations of CE apps

• Customer Relationship Management

• CE apps and the Power Platform

• Use cases for Dynamics 365 CE apps

• Copilot capabilities

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2.  Shared Activities and integrations

• Integration options

• Customers and activities

• Search criteria and filters

• Reporting capabilities

• Excel and Work integrations

• Sharepoint integrations

• MS Teams integrations

• Outlook integrations

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2. Microsoft Dynamics 365 Customer Insights

• Key capabilities

• Segmentation and email marketing 

• Customer journey mapping 

• Lead qualification process

• Forms use cases

• Event management features 

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3. Microsoft Dynamics 365 Sales

• Use cases

• The sale lifecycle

• Leads and the qualifying process

• Product catalogue

• Opportunity management

• Sales business process flows

• Sales accelerator

• Copilot in Dynamics 365 sales

 

4. Microsoft Dynamics 365 Sales capabilities and related apps

• More capabilities and related apps

• Sales pipeline and forecasting

• Sales Insights

• LinkedIn Sales Insights

• Sales mobile app  

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​​Day 02: Dynamics 365 Customer Service and Field Service

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1. Microsoft Dynamics 365 Customer Service

• Use cases for D365 Customer Service

• Case lifecycle, service-level agreement and entitlements

• Workload management

• Knowledge management

• Copilot in D365 Customer Service

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2. Microsoft Dynamics 365 Customer Service capabilities and related apps

• Related apps

• Contact center

• Omnichannel historical analysis

• Productivity tools app

• reporting and data visualisation

• Microsoft 365 for Service

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3. Microsoft Dynamics 365 Field Service 

• Accounts payable: vendors, purchase orders, and vendor invoices 

• Vendor payments, three-way matching and settlements

• Accounts receivable: customers, customer invoices, and free text 
  invoices 

• Credit management

• The collection process 

• Subscription billing 

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4. Microsoft Dynamics 365 Field Service scheduling capabilities and related apps  

• Resource and scheduling processes

• Asset management and customer assets

• Connected Field Service 

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