MB-910 Dynamics 365 for customer engagement (CRM)

• Describe use cases for Dynamics 365
• Describe how the Microsoft Power Platform relates to Dynamics 365 apps
• Explain what Microsoft Dataverse is and how it is used by Dynamics 365 customer engagement apps
• Describe the different Dynamics 365 customer engagement apps
• Describe options for accessing Dynamics 365 customer engagement apps
• Work with customers and manage activities
• Explore different reporting options
• Describe the available integration options
• Identify use cases for Dynamics 365 Marketing
• Explain email marketing
• Describe how to target customers with segments
• Explain how to create and leverage customer journeys in Dynamics 365 Marketing
• Describe lead generation and qualification
• Describe when other marketing applications may be required
• Describe how to use Customer Insights to create more targeted customer segments that can be brought
• into Dynamics 365 Marketing
• Describe how to capture customer feedback with Customer Voice
• Describe the typical sales lifecycle process looks like and how an organization might use it to manage
• their sales
• Describe the tools provided in Dynamics 365 Sales to assist organizations in creating, managing, and
• qualifying potential sales leads
• Describe the process for creating and managing opportunities
• Describe how Dynamics 365 Sales uses business process flows to provide sellers assistance while
• managing sales opportunities
• Describe the options available for building and delivering quotes using Dynamics 365 Sales
• Describe how to use orders and invoices
• Identify cases where additional sales apps could be leveraged
• Examine the sales pipeline and forecasting available in Dynamics 365 Sales
• Describe the capabilities of Dynamics 365 Sales Insights
• Describe the capabilities of LinkedIn Sales Navigator
• Examine the Dynamics 365 Sales mobile application
• Describe the capabilities of Microsoft Viva Sales
• Identify use cases for Dynamics 365 Customer Service
• Explain the case lifecycle
• Examine how to manage queues
• Dynamics 365 Customer Service business process flows
• Describe Service-Level agreements (SLAs) and entitlements
• Describe Omnichannel for Dynamics 365 Customer Service
• Explain reporting and visualization options in Dynamics 365 Customer Service
• Describe Dynamics 365 Customer Voice use cases for Dynamics 365 Customer Service
• Describe a typical field service lifecycleExamine the lifecycle of a work order
• Explain inspections
• Describe the Field Service mobile app
• Describe the scheduling capabilities available in Dynamics 365 Field Service
• Schedule qualified resources
• Describe the asset management capabilities available
• Explain the relationship between Customer Assets and Connected Field Service

1.Describe the foundations of Dynamics 365 customer engagement apps

This module introduces learners to the customer engagement applications for Dynamics 365, the individual apps, and how they relate to Microsoft Power Platform and Microsoft Dataverse.

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2.Describe shared activities and integration options in Dynamics 365 customer engagement apps

In this module, learners will be introduced to activities and integration options across the customer engagement apps for Dynamics 365.

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3.Explore Dynamics 365 Marketing

This module introduces learners to Dynamics 365 Marketing with a focus on email marketing, segments, customer journeys and lead generation and qualification.

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4.Describe Dynamics 365 Marketing apps

This module introduces learners to other applications that augment Dynamics 365 Marketing capabilities such as Dynamics 365 Customer Voice and Dynamics 365 Customer Insights.

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5.Explore Dynamics 365 Sales

This module introduces learners to Dynamics 365 Sales focusing on managing leads, lead qualification, opportunities, and sales orders as part of the standard sales lifecycle.

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6.Describe Dynamics 365 Sales capabilities and related apps

This module introduces learners to sales forecasting, LinkedIn Sales Navigator and Dynamics 365 Sales Insights and Viva Sales.

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7.Explore Dynamics 365 Customer Service

This module introduces learners to Dynamics 365 Customer Service, focusing on core elements such as cases, case lifecycle, queues, business process flows and Service-level agreements.

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8.Describe Dynamics 365 Customer Service capabilities and related apps

This module introduces learners to Omnichannel for Customer Service, reporting and data visualization and Dynamics 365 Customer Voice for Dynamics 365 Customer Service.

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9.Explore Dynamics 365 Field Ser vice

This module introduces learners to Dynamics 365 Field Service, focusing on work orders, inspections and the Field Service mobile app.

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10.Describe Dynamics 365 Field Service scheduling capabilities and related apps

This module introduces learners to the scheduling capabilities of Dynamics 365 Field Service. It also discusses asset management and Connected Field Service.

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The Microsoft Dynamics 365 Fundamentals (CRM) course is targeted to those looking to familiarize themselves with and gain a broad exposure to the marketing, sales, customer service, and field service capabilities of Dynamics 365. This audience wants to explore the features and capabilities of Microsoft Dynamics 365 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Service, and Dynamics 365 Field Service. People in various roles and stages in their careers can benefit from this fundamentals course. The course is designed for IT professionals, business stakeholders, entrepreneurs, students, and people starting or changing careers who want to be exposed to the marketing, sales, customer service, and field service capabilities of Dynamics 365.

Learners should have a fundamental understanding of customer engagement principles and business operations.

An understanding of cloud computing is helpful, but isn’t necessary.

Skills Measured

• Describe Dynamics 365 Marketing (15-20%)
• Describe Dynamics 365 Sales (15-20%)
• Describe Dynamics 365 Customer Service (15-20%)
• Describe Dynamics 365 Field Service (15-20%)
• Describe shared features (20-25%)

• Career growth
• Broad Career opportunities
• Worldwide recognition from leaders
• Up-to Date technical skills
• Popular Certification Badges

To be added