MB-910: Microsoft Dynamics 365 Fundamentals (CRM) Online
Demonstrate fundamental knowledge about the customer engagement capabilities of Microsoft Dynamics 365.
Study the core features and capabilities of Dynamics 365 Sales, Customer Insights, Field Service and Customer Service to help you prepare for the MB-910 exam and become a Microsoft Certified: Dynamics 365 Fundamentals (CRM)
Duration: 2 half-days (Over two Saturdays)
Format: Live Classes on MS Teams
Dates: From the 18th to the 25th of October
Times: From 14:30 to 18:30 GMT
Price: £280.00 + VAT
Training Overview
As a candidate for this certification, you aspire to understand how customer engagement apps for Dynamics 365 can be used to:
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Unify profiles and tailor targeted, personalised customer journeys by using Dynamics 365 Customer Insights apps.
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Efficiently assist users through the complete sales order lifecycle by using Dynamics 365 Sales.
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Assist agents with case management through the complete customer support lifecycle by using Dynamics 365 Customer Service.
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Schedule and complete work orders by using Dynamics 365 Field Service.
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Evaluate how Microsoft 365 Copilot can assist with each of these.
The certification is intended for you if you’re seeking to start your journey using Dynamics 365 customer engagement solutions.
You can use this certification to prepare for role-based or specialty certifications, but it’s not a prerequisite for any of them.
Instructor-led Training Live on MS Teams
Course Agenda
Day 01: Core capabilities of Customer Engagement apps
1. Foundations of CE apps
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Customer Relationship Management
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CE apps and the Power Platform
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Use cases for Dynamics 365 CE apps
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Copilot capabilities
2. Shared Activities and integrations
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Integration options
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Customers and activities
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Search criteria and filters
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Reporting capabilities
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Excel and Work integrations
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Sharepoint integrations
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MS Teams integrations
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Outlook integrations
2. Microsoft Dynamics 365 Customer Insights
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Key capabilities
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Segmentation and email marketing
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Customer journey mapping
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Lead qualification process
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Forms use cases
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Event management features
3. Microsoft Dynamics 365 Sales
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Use cases
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The sales lifecycle
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Leads and the qualifying process
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Product catalogue
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Opportunity management
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Sales business process flows
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Sales accelerator
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Copilot in Dynamics 365 Sales
4. Microsoft Dynamics 365 Sales capabilities and related apps
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More capabilities and related apps
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Sales pipeline and forecasting
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Sales Insights
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LinkedIn Sales Insights
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Sales mobile app
Day 02: Dynamics 365 Customer Service and Field Service
1. Microsoft Dynamics 365 Customer Service
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Use cases for D365 Customer Service
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Case lifecycle, service-level agreement and entitlements
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Workload management
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Knowledge management
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Copilot in D365 Customer Service
2. Microsoft Dynamics 365 Customer Service capabilities and related apps
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Related apps
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Contact center
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Omnichannel historical analysis
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Productivity tools app
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reporting and data visualisation
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Microsoft 365 for Service
3. Microsoft Dynamics 365 Field Service
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Accounts payable: vendors, purchase orders, and vendor invoices
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Vendor payments, three-way matching and settlements
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Accounts receivable: customers, customer invoices, and free text
invoices -
Credit management
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The collection process
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Subscription billing
4. Microsoft Dynamics 365 Field Service scheduling capabilities and related apps
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Resource and scheduling processes
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Asset management and customer assets
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Connected Field Service