MB-910T00 Introduction to Microsoft Dynamics 365 (CRM)
Do you want to learn more about Dynamics 365? 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, the core capabilities of customer engagement apps as well as with each of the customer engagement apps, including Dynamics 365 Customer Insights, Dynamics 365 Sales, Dynamics 365 Customer Service and Dynamics 365 Field Service. You will also learn how Copilot can assist you in executing customer engagement tasks in Dynamics 365. This course includes lectures and hands-on-labs.
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Customer Engagement Basics: Core concepts, shared features, and business value of Dynamics 365 customer engagement.
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Dynamics 365 Customer Insights: Building unified customer profiles, tailoring experiences, and journey personalization.
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Sales: Lead and opportunity management, sales pipeline, forecasting.
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Customer Service: Case management, SLAs, knowledge base, omnichannel support.
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Field Service: Work orders, resource scheduling, inspections, mobile scenarios.
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Marketing: Customer journeys, segmentation, campaigns, event management.
The Introduction to Microsoft Dynamics 365 (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. 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 customer relationship capabilities of Dynamics 365. This audience wants to explore how customer engagement apps (CRM) for Dynamics 365 can be used to:
- Unify profiles and tailor targeted customer journeys by using Dynamics 365 Customer Insights apps.
- Efficiently assist users through the complete sales order lifecycle by using Dynamics 365 Sales.
- Assist agents with case management through the complete customer support lifecycle by using Dynamics 365 Customer Service.
- Schedule and complete work orders by using Dynamics 365 Field Service.
- Evaluate how Copilot can assist with each of these.
- Learn about Dynamics 365 autonomous agents.
This course has no formal prerequisites. It is designed as an entry-level introduction to Dynamics 365 customer engagement applications.
Recommended Background:
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A general awareness of core business functions such as sales, marketing, customer service, or field service.
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Basic proficiency with computers and productivity tools.
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Familiarity with cloud computing concepts is helpful but not required.
- Describe customer relationship management
- Describe Microsoft Power Platform and Dynamics 365 customer engagement apps
- Describe Microsoft Dataverse and Dynamics 365 customer engagement apps
- Describe use cases for Dynamics 365 customer engagement apps
- Describe the capabilities of Copilot in the Dynamics 365 customer engagement apps
- Navigate to and within Dynamics 365 customer engagement apps
- Module assessment
- Describe customers and activities
- Describe search criteria and filters
- Describe reporting capabilities including charts, dashboards, and views
- Describe Microsoft Excel and Microsoft Word integrations
- Describe Microsoft SharePoint integration
- Describe Microsoft Teams integration
- Describe Microsoft Outlook integration
- Module assessment
- Describe use cases for Dynamics 365 Customer Insights - Journeys
- Describe email marketing
- Describe how to target customers by using marketing lists and segments
- Describe customer journeys
- Describe lead generation and qualification
- Describe event management features and capabilities
- Describe use cases for Copilot
- Module assessment
- Describe the core capabilities of Dynamics 365 Customer Insights-Data
- Describe unified customer profiles
- Describe measures, segments, and predictions
- Describe consuming Dynamics 365 Customer Insights - Data in other apps
- Describe the capabilities of Copilot in Customer Insights - Data
- Module assessment
- Describe use cases for Dynamics 365 Sales
- Review the sales lifecycle
- Describe leads and the process for qualifying leads
- Describe the Product catalog
- Describe the opportunity management process
- Describe sales order processing
- Describe Dynamics 365 Sales business process flows
- Describe Sales Accelerator
- Describe using Copilot in Dynamics 365 Sales
- Module assessment
- Identify more Dynamics 365 Sales capabilities and related apps
- Describe sales pipeline and forecasting concepts
- Describe use cases for and capabilities of Sales Insights
- Describe use cases for and capabilities of LinkedIn Sales Insights
- Describe the Dynamics 365 Sales mobile app
- Describe Microsoft 365 Copilot for Sales
- Module assessment
- Describe use cases for Dynamics 365 Customer Service
- Describe the case lifecycle including service-level agreements (SLAs) and entitlements
- Describe the functionality for workload management
- Describe knowledge management in Dynamics 365 Customer Service
- Describe use cases for Copilot in Dynamics 365 Customer Service
- Module assessment
- Describe Dynamics 365 Contact Center
- Describe Omnichannel Historical Analytics
- Describe the Dynamics 365 Productivity Tools app
- Describe reporting and data visualization options in Dynamics 365 Customer Service
- Describe Microsoft 365 Copilot for Service
- Module assessment
- Describe use cases for Dynamics 365 Field Service
- Describe the work order lifecycle
- Describe incident types and service tasks
- Describe Copilot in Dynamics 365 Field Service
- Describe inspections in Dynamics 365 Field Service
- Describe the Dynamics 365 Field Service mobile app
- Describe the Dynamics 365 Field Service app for Outlook for work order creation and scheduling
- Module assessment
- Describe resource and scheduling processes
- Describe asset management and customer assets
- Describe Connected Field Service for Dynamics 365
- Module assessment