MB-910: Microsoft Certified - Dynamics 365 Fundamentals (CRM) Course Outline

Overview
This 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, as well as each of the customer engagement apps, including Dynamics 365 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, and the customer relationship management (CRM) capabilities of Dynamics 365 Project Operations. This course will include lecture as well as hands-on labs.

Audience Profile
People in different roles and at various stages in their careers can benefit from this fundamentals course. This includes IT professionals, business stakeholders and others who want to be exposed to the customer engagement capabilities of Dynamics 365, students, recent graduates, and people changing careers who want to leverage Dynamics 365 to move to the next level.

Job role: Business Owner

Preparation for exam: MB-910

Skills gained
Describe the capabilities and functionality of Dynamics 365 Marketing
Describe the capabilities and functionality of Dynamics 365 Sales
Describe the capabilities and functionality of Dynamics 365 Customer Service
Describe the capabilities and functionality of Dynamics 365 Field Service
Describe the capabilities and functionality of Dynamics 365 Project Operations (CRM)

Prerequisites
Learners should have a fundamental understanding of customer engagement principles and business operations. An understanding of cloud computing is helpful, but isn't necessary.

Course outline

Module 1: Learn the Fundamentals of Dynamics 365 Marketing
This module covers the basic concepts of customer engagement and what the customer engagement apps have in common before diving into Dynamics 365 Marketing. We begin with the standard marketing business processes and how Marketing addresses those. Then we examine the product capabilities. Finally, we cover additional marketing apps such as LinkedIn Campaign Manager, Dynamics 365 Customer Voice and Dynamics 365 Customer Insights.
Lessons
Get introduced to the Dynamics 365 customer engagement apps
Examine Dynamics 365 Marketing
Describe Dynamics 365 Marketing capabilities
Review Additional Marketing Apps
Lab : Working with customer engagement apps
Lab : Manage Customers and Activities
Lab : Search and filter data
Lab : Dynamics 365 Marketing Capstone Lab
Create a marketing email
Create a Segment in Dynamics 365 Marketing
Create a Customer Journey

Module 2: Learn the Fundamentals of Dynamics 365 Sales
This module provides an introduction to Dynamics 365 Sales. We begin with the standard sales business processes and how Sales addresses those. Then we examine the product capabilities. Finally, we cover additional sales apps such as Sales Insights and Sales Navigator.
Lessons
Explore Dynamics 365 Sales
Manage the sales lifecycle with Dynamics 365 Sales
Review additional sales apps
Lab : Dynamics 365 Sales Capstone Lab
Create and qualify a Lead
Manage a sales Opportunity

Module 3: Learn the Fundamentals of Dynamics 365 Customer Service
This module provides an introduction to Dynamics 365 Customer Service. We begin with the standard customer service business processes and how Customer Service addresses those. Then we examine the product capabilities. Finally, we cover additional customer service apps such as Omnichannel for Customer Service, Dynamics 365 Customer Service Insights, Customer Service Scheduling and Connected Customer Service.
Lessons
Examine Dynamics 365 Customer Service
Describe Dynamics Customer Service capabilities
Review additional customer service apps
Lab : Dynamics 365 Capstone Lab
Create and publish a Knowledge Article
Manage a support Case through its life cycle

Module 4: Learn the Fundamentals of Dynamics 365 Field Service
This module provides an introduction to Dynamics 365 Field Service. We begin with the standard field service business processes and how Field Service addresses those. Then we examine the product capabilities, including work order generation, scheduling, inventory management and asset management.
Lessons
Examine Dynamics Field Service
Generate Work Orders in Dynamics 365 Field Service
Describe the scheduling capabilities of Dynamics 365 Field Service
Examine the inventory management capabilities of Dynamics 365 Field Service
Review the asset management capabilities of Dynamics 365 Field Service
Lab : Dynamics 365 Capstone Lab
Create a Case and escalate to a Work Order
Schedule items with Dynamics 365 Field Service

Module 5: Learn the Fundamentals of Dynamics 365 Project Operations (CRM)
This module provides an introduction to the customer engagement aspects of Dynamics 365 Project Operations. We begin with the standard project-based business processes and how Project Operations addresses those. Then we examine the product capabilities, including sales, project management, and resource utilization.
Lessons
Examine Dynamics 365 Project Operations
Describe the sales capabilities of Dynamics 365 Project Operations
Plan projects with Dynamics 365 Project Operations
Review the resource utilization capabilities of Dynamics 365 Project Operations
Lab : Dynamics 365 Project Operations Capstone Lab
Create a project-based Lead
Manage a project-based Opportunity
Create a Project Quote and Project Estimate
View outline in Word

AMB910

Attend hands-on, instructor-led MB-910: Microsoft Certified - Dynamics 365 Fundamentals (CRM) training classes at ONLC's more than 300 locations. Not near one of our locations? Attend these same live classes from your home/office PC via our Remote Classroom Instruction (RCI) technology.

For additional training options, check out our list of Dynamics 365 Courses and select the one that's right for you.