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Microsoft Dynamics 365 CRM Training (MB-910)

Course 8598

  • Duration: 1 day
  • Language: English
  • Level: Foundation

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 Training Delivery Methods

  • In-Person

  • Online

Microsoft Dynamics Training Information

In this course, you will learn how to:

  • Describe the capabilities of Dynamics 365 Marketing.
  • Describe the capabilities of Dynamics 365 Sales.
  • Describe the capabilities of Dynamics 365 Customer Service.
  • Describe the capabilities of 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

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. 

After completing this module, you'll be able to: 

  • 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 

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

After completing this module, you'll be able to: 

  • Work with customers and manage activities 
  • Explore different reporting options 
  • Describe the available integration options 

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

After completing this module, you'll be able to: 

  • 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 

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

After completing this module, you'll be able to: 

  • 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 

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. 

After completing this module, you'll be able: 

  • Describe the typical sales lifecycle process looks like and how an organisation might use it to manage their sales 
  • Describe the tools provided in Dynamics 365 Sales to assist organisations 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 

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

After completing this module, you'll be able to: 

  • 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 Sales Copilot 

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. 

After completing this module, you'll be able to: 

  • 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 

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

After completing this module, you'll be able to: 

  • Describe Omnichannel for Dynamics 365 Customer Service 
  • Explain reporting and visualisation options in Dynamics 365 Customer Service 
  • Describe Dynamics 365 Customer Voice use cases for Dynamics 365 Customer Service 

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

After completing this module, you'll be able to: 

  • Describe a typical field service lifecycle 
  • Examine the lifecycle of a work order 
  • Explain inspections 
  • Describe the Field Service mobile app 

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

After completion of this module, you'll be able to: 

  • 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 
Get This Course 9 170 kr For Team Prices Call: +46 (0)8 506 668 00

  • 1-day instructor-led training course

  • Microsoft Official Course content

  • Hands-on labs included

  • After-course instructor coaching included

Get the Advantage 35 495 kr
  • Take this course and gain unlimited access to more than 300 virtual instructor-led courses
  • Future-proof your career with more than 100 sought-after certifications in the market
  • Build real skills through hands-on learning in more than 180 virtual labs
  • Grow your skills and capabilities with more than one course at a time and save
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  • Full-scale programme development

  • Delivered when, where, and how you want it
  • Blended learning models
  • Tailored content
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Get the Advantage 35 495 kr
  • Take this course and gain unlimited access to more than 300 virtual instructor-led courses
  • Future-proof your career with more than 100 sought-after certifications in the market
  • Build real skills through hands-on learning in more than 180 virtual labs
  • Grow your skills and capabilities with more than one course at a time and save
Thank you for choosing subscriptions!
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Microsoft Dynamics 365 CRM Training FAQs

The Dynamics 365 Fundamentals (CRM) course is designed for anyone interested in learning about customer engagement apps.

Students don’t need to have any experience with Dynamics 365 before taking this course; however, students should have a fundamental understanding of customer engagement principles and business operations. Additionally, a basic level of familiarity with computer technology, cloud computing, and the Internet is assumed.

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

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