Length
1 Day
Price
$750
Audience
End User \ Information Workers
On Demand
NA
This Revision
MB-910T00
Technology
Microsoft Dynamics 365
Delivery Method
Instructor Led Classroom and Online
Language
English

MB-910T00: Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM)


This course covers the features and capabilities of Microsoft Dynamics 365 customer engagement apps.

Including:

  • Dynamics 365 Sales
  • Dynamics 365 Customer Service
  • Dynamics 365 Marketing
  • Dynamics 365 Field Service
  • Dynamics 365 Project Operations
  • Dynamics 365 Shared Features

 

After the training, students will be proficient in using Dynamics 365 Customer Engagement Apps.

No previous experience of Microsoft Dynamics 365 is needed to sit this course.

This courses maps directly to the objectives of the following exam:

Exam MB-910: Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM)

Module 1: Introduction to Microsoft Dynamics 365

We help you explore and evaluate the Dynamics 365 applications that empower employees, engage customers, and optimize operations. You'll be introduced to Dynamics 365 with a holistic view of the whole application.

Lessons

  • Introduction
  • Dynamics 365 Customer Engagement Apps

 

Module 2: Dynamics 365 Sales

In this module, we will introduce you to Dynamics 365 Sales, which enables sales people to build strong relationships with their customers, take actions based on insights, and close sales faster.

Lessons

  • Introduction
  • Dynamics 365 sales automation
  • Manage the sales process and pipeline
  • Contract management
  • Discover Microsoft Relationship Sales solution
  • Dynamics 365 Sales Insights
  • Sales surveys
  • Test your knowledge

Lab : Explore Dynamics 365 Sales

 

Module 3: Dynamics 365 Customer Service

Excellent customer service creates happy customers. The built-in intelligence of Dynamics 365 Customer Service delivers faster, more personalized support that adds value to every interaction. In this module, we will introduce you to how Marketing manages customer expectations and provides the necessary tools so organizations can keep their customers happy, especially when something doesn’t go exactly as planned.

Lessons

  • Introduction
  • Overview of Dynamics 365 Customer Service
  • Account Management
  • Case lifecycle management
  • Knowledge articles
  • Omnichannel for Dynamics 365 Customer Service
  • Portals
  • Dynamics 365 Customer Service Insights
  • Test your knowledge

Lab : Explore Dynamics 365 Customer Service

 

Module 4: Dynamics 365 Marketing

In this module, we will introduce you to Dynamics 365 Marketing and show how Dynamics 365 Marketing is designed to help you find and nurture the right leads. You can run multi-channel marketing campaigns to attract the right prospects. That means email, web, events, text messaging, and custom channels.

Lessons

  • Introduction
  • The benefits of Dynamics 365 Marketing
  • Features and functionality of Dynamics 365 Marketing
  • Lead generation and qualification
  • Customer journey
  • Segmentation
  • Event management
  • Test your knowledge

Lab : Explore Dynamics 365 Marketing

 

Module 5: Dynamics 365 Field Service

In this module, we will introduce you to Dynamics 365 Field Service. You will learn how Field Service helps organizations deliver seamless end-to-end service experience, where world-class Customer Relationship Management (CRM) capabilities converge with powerful machine learning, mixed reality and IoT technology to create a single, integrated solution that is transforming field service management.

Lessons

  • Introduction
  • Benefits of Dynamics 365 Field Service
  • Connected Field Service
  • Service resource scheduling
  • Resource Scheduling Optimization (RSO)
  • Proactive customer service
  • Field Service Mobile
  • Dynamics 365 Remote Assist
  • Dynamics 365 Guides
  • Test your knowledge

Lab : Explore Dynamics 365 Field Service

 

Module 6: Dynamics 365 Project Operations

In this module, we will introduce you to Dynamics 365 Project Operations. You will learn about Project Operations features such as contracts, stages, assignments, and fixed price
versus time and material estimates versus retainer contracts. 

Lessons

  • Introduction
  • Benefits of Dynamics 365 Project Operations
  • Identify Project Operations capabilities
  • Describe project sales capabilities
  • Describe project planning and resource management capabilities

Lab : Explore Dynamics 365 Project Operations