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

The goal of the MB-910T00: Microsoft Dynamics 365 Fundamentals (CRM) course is to give students a thorough understanding of the features, functionalities, and capabilities of Microsoft Dynamics 365 customer engagement applications. It concentrates on essential elements like field service, customer support, sales, and marketing. In Module 1, users are taken through an overview of the Dynamics 365 customer engagement apps, common activities, and integration options. Learning is reinforced through hands-on labs. The second module delves deeply into the foundations of Dynamics 365 Marketing, covering the creation of customer segments and journeys. The basics of Dynamics 365 Sales are covered in Module 3, which also teaches users how to manage opportunities and leads in addition to sales-related features. The topics covered in Module 4 are knowledge management, handling customer cases, and Dynamics 365 customer service. Finally, Module 5 offers insights into Dynamics 365 Field Service, covering the processes involved in creating work orders and scheduling them.By the end of the course, students will have acquired useful skills that can aid businesses in increasing sales and marketing efforts, streamlining operations, and improving customer experiences. Those who wish to learn how CRM systems can generate business value or who want to specialize in Microsoft Dynamics 365 customer engagement solutions will find this foundation-level course helpful.

Course Prerequisites

The following minimal prerequisites must be met in order for you to be able to successfully complete training in the MB-910T00: Microsoft Dynamics 365 Fundamentals (CRM) course:

• A fundamental understanding of customer service, sales, and marketing concepts, among other business operations and practices.
• Knowledge of standard business procedures and workflows.
• General understanding of Software as a Service (SaaS) and cloud computing concepts.
• Basic familiarity with computer use and software navigation.
• While no prior knowledge of Microsoft Dynamics 365 is needed, any familiarity with CRM software can be helpful.
• A desire to understand how to use digital transformation tools to enhance business processes.

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

The MB-910T00 course covers the fundamentals of Microsoft Dynamics 365 CRM with an emphasis on marketing, sales, customer service, and engagement.

• Administrators of CRM
• Experts in Sales and Marketing
• Representatives of Customer Service
• IT Support Staff
• Business Analysts
• Project managers
• Dynamics 365 consultants
• Technical support is given by engineers.
• Product Managers
• Creators of Customer Relationship Management
• System Administrators
• Managers of businesses who are curious about what CRM can do
• Professionals searching for opportunities to integrate Dynamics 365
• Those seeking to transition into roles with a CRM emphasis
• Marketing managers who are thinking about utilizing the digital marketing capabilities in Dynamics 365
• Sales executives looking to improve processes related to customer service and sales
• Managers of customer service who wish to enhance support services with Dynamics 365
• Field service technicians looking to learn about service management and scheduling
• Experts in quality control, with a focus on customer interaction and feedback mechanisms

Learning Objectives – What you will Learn in this MB-910T00: Microsoft Dynamics 365 Fundamentals (CRM)?

Introduction to Learning Outcomes

Learn the fundamentals of Microsoft Dynamics 365’s customer engagement apps and how they can improve processes related to customer relationship management.

Learning Objectives and Outcomes

• To make daily tasks easier, become familiar with the Dynamics 365 customer engagement apps’ interface and navigation.
• Determine shared tasks and possibilities for integration to maximize Dynamics 365 business operations.
• Using hands-on labs, create, oversee, and record customer interactions to build lasting relationships.
• To effectively engage customers and carry out marketing strategies, grasp the fundamental features of Dynamics 365 Marketing.
• To measure the effectiveness of marketing campaigns and personalize them, create and maintain customer journeys and segments.
• To increase sales productivity, become familiar with the fundamentals of Dynamics 365 Sales, such as lead and opportunity management.
• To support sales processes, become knowledgeable about managing entitlements, service level agreements (SLAs), and product catalogs.
• To enhance service delivery, investigate the case and knowledge management features of Dynamics 365 Customer Service.
• Discover work order management, scheduling, and asset management for on-site service by delving into Dynamics 365 Field Service.
• To ensure comprehension and practical application, apply newly learned concepts through practical labs that involve creating and managing cases, work orders, and knowledge articles.