Microsoft Dynamics 365 CRM Training (MB-910)

Do you want to learn more about Dynamics 365? This Microsoft Dynamics 365 CRM course will provide you with a broad introduction to the customer engagement capabilities of Dynamics 365. You will become familiar with the concept of customer engagement, the core capabilities of customer engagement apps, and each of the customer engagement apps, including Dynamics 365 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Service and Dynamics 365 Field Service. This course will include lectures as well as hands-on lab.

Microsoft Dynamics 365 CRM Training (MB-910) Benefits

• After completing this course, you'll be able to:

  • Describe the core components of the Dynamics 365 customer engagement apps.
  • Describe Dynamics 365 Customer Insights.
  • Describe Dynamics 365 Sales.
  • Describe Dynamics 365 Customer Service.
  • Describe Dynamics 365 Field Service.

• Training Prerequisites

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

• Certification Information

  This course prepares you for exam MB-910: Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM).

Microsoft Dynamics 365 CRM Training Outline

Microsoft Dynamics 365 Customer Engagement Apps

Module 1: Foundations of Dynamics 365 Customer Engagement Apps

Module 2: Shared Activities and Integration Options

• Lab 1: Hands-on experience with customer engagement apps
• Lab 2: Managing customers and activities

Demos:

• Dynamics 365 Customer Engagement Apps
• Dynamics 365 Customers and Activities
• Search and Filter Data
• Teams Integration

Dynamics 365 Customer Insights

Module 1: Explore Dynamics 365 Customer Insights

Module 2: Dynamics 365 Customer Insights – Data and Customer Voice

• Lab 1: Creating a simple customer journey

Demos:

• Create Customer Segments
• Manage an Event

Dynamics 365 Sales

Module 1: Explore Dynamics 365 Sales

Module 2: Sales Capabilities and Related Apps

• Lab 1: Create and Manage Opportunities in Dynamics 365 Sales

Demos:

• Dynamics 365 Sales Business Process Flow
• Dynamics 365 Sales Insights
• Dynamics 365 Sales Mobile App

Dynamics 365 Customer Service

Module 1: Explore Dynamics 365 Customer Service

Module 2: Dynamics 365 Customer Service Capabilities and Related Apps

• Lab 1: Create and Manage Cases in Dynamics 365 Customer Service

Demo:

• Use Omnichannel for Customer Service

Dynamics 365 Field Service

Module 1: Explore Dynamics 365 Field Service

Module 2: Scheduling Capabilities in Dynamics 365 Field Service

Demos:

• Work with Work Orders
• Work with Inspections
• Dynamics 365 Field Service Mobile App
• Connected Field Service