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MB-910: Microsoft Dynamic 365 Fundamentals (CRM)
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Introduction
Audio Book: MB-910- Introduction
Lesson 1: Microsoft Dynamics 365 Fundamentals (CRM)
Lesson 1: Microsoft Dynamics 365 Fundamentals (CRM)
Audio Book: Lesson 1: MB-910: Microsoft Dynamic 365 Fundamentals (CRM)
Podcast: Lesson 1: MB-910: Microsoft Dynamic 365 Fundamentals (CRM)
1.1.1 Introduction
1.1.2 Describe customer relationship management
1.1.3 Describe Microsoft Power Platform and Dynamics 365 customer engagement apps
1.1.4 Describe Microsoft Dataverse and Dynamics 365 Customer Engagement Apps
1.1.5 Describe use cases for Dynamics 365 customer engagement apps
1.1.6 Describe the capabilities of Copilot in the Dynamics 365 customer engagement apps
1.1.7 Navigate to and within Dynamics 365 customer engagement apps
1.1.8 Summary and resources
Activity: Sequence
Activity: Knowledge Check
1.2.1 Introduction to Dynamics 365 integration options and activities
1.2.2 Describe customers and activities
1.2.3 Describe search criteria and filters
1.2.4 Describe reporting capabilities including charts, dashboards, and views
1.2.5 Describe Microsoft Excel and Microsoft Word integrations
1.2.6 Describe Microsoft SharePoint integration
1.2.7 Describe Microsoft Teams integration
1.2.8 Describe Microsoft Outlook integration
1.2.9 Summary and resources
Activity: Short Answer / Fill-in-blank
Activity: Knowledge Check
Lesson 2: Explore the fundamentals of Microsoft Dynamics 365 Customer Insights
Lesson 2: Explore the fundamentals of Microsoft Dynamics 365 Customer Insights
Audio Book: Lesson 2: Explore the fundamentals of Microsoft Dynamics 365 Customer Insights
Podcast: Lesson 2: Explore the fundamentals of Microsoft Dynamics 365 Customer Insights
2.1.1 Introduction
2.1.2 Describe use cases for Dynamics 365 Customer Insights - Journeys
2.1.3 Explore a Dynamics 365 Customer Insights - Journeys business scenario
2.1.4 Describe email marketing
2.1.5 Describe how to target customers by using marketing lists and segments
2.1.6 Describe customer journeys
2.1.7 Describe lead generation and qualification
2.1.8 Describe event management features and capabilities
2.1.9 Describe use cases for Copilot
2.1.10 Summary and resources
Activity: Drag-and-Drop
Activity: Knowledge Check
2.2.1 Introduction
2.2.2 Describe the core capabilities of Dynamics 365 Customer Insights-Data
2.2.3 Explore a Dynamics 365 Customer Insights - Data business scenario
2.2.4 Describe unified customer profiles
2.2.5 Describe measures, segments, and predictions
2.2.6 Describe consuming Dynamics 365 Customer Insights - Data in other apps
2.2.7 Describe the capabilities of Copilot in Customer Insights - Data
2.2.8 Summary and resources
Activity: True/False
Activity: Knowledge Check
Lesson 3: Explore the fundamentals of Microsoft Dynamics 365 Sales
Lesson 3: Explore the fundamentals of Microsoft Dynamics 365 Sales
Audio Book: Lesson 3: Explore the fundamentals of Microsoft Dynamics 365 Sales
Podcast: Lesson 3: Explore the fundamentals of Microsoft Dynamics 365 Sales
3.1.1 Introduction
3.1.2 Describe use cases for Dynamics 365 Sales
3.1.3 Review the sales lifecycle
3.1.4 Explore a Dynamics 365 Sales business scenario
3.1.5 Describe leads and the process for qualifying leads
3.1.6 Describe the Product catalog
3.1.7 Describe the opportunity management process
3.1.8 Describe sales order processing
3.1.9 Describe Dynamics 365 Sales business process flows
3.1.10 Describe Sales Accelerator
3.1.11 Describe using Copilot in Dynamics 365 Sales
3.1.12 Summary and resources
Activity: Short Answer / Fill-in-blank
Activity: Knowledge Check
3.2.1 Introduction
3.2.2 Identify more Dynamics 365 Sales capabilities and related apps
3.2.3 Explore a Dynamics 365 Sales related apps business scenario
3.2.4 Describe sales pipeline and forecasting concepts
3.2.5 Describe use cases for and capabilities of Sales Insights
3.2.6 Describe use cases for and capabilities of LinkedIn Sales Insights
3.2.7 Describe the Dynamics 365 Sales mobile app
3.2.8 Describe Microsoft 365 Copilot for Sales
3.2.9 Summary and resources
Activity: Sequence
Activity: Knowledge Check
Lesson 4: Explore the fundamentals of Microsoft Dynamics 365 Customer Service
Lesson 4: Explore the fundamentals of Microsoft Dynamics 365 Customer Service
Audio Book: Lesson 4: Lesson 4: Explore the fundamentals of Microsoft Dynamics 365 Customer Service
Podcast: Lesson 4: Lesson 4: Explore the fundamentals of Microsoft Dynamics 365 Customer Service
4.1.1 Introduction
4.1.2 Describe use cases for Dynamics 365 Customer Service
4.1.3 Explore a Dynamics 365 Customer Service business scenario
4.1.4 Describe the case lifecycle including service-level agreements (SLAs) and entitlements
4.1.5 Describe the functionality for workload management
4.1.6 Describe knowledge management in Dynamics 365 Customer Service
4.1.7 Describe use cases for Copilot in Dynamics 365 Customer Service
4.1.8 Summary and resources
Activity: Drag-and-Drop
Activity: Knowledge Check
4.2.1 Introduction
4.2.2 Explore a Dynamics 365 Customer Service-related apps business scenario
4.2.3 Describe Dynamics 365 Contact Center
4.2.4 Describe Omnichannel Historical Analytics
4.2.5 Describe the Dynamics 365 Productivity Tools app
4.2.6 Describe reporting and data visualization options in Dynamics 365 Customer Service
4.2.7 Describe Microsoft 365 Copilot for Service
4.2.8 Summary and resources
Activity: Short Answer / Fill-in-blank
Activity: Knowledge Check
Lesson 5: Explore the fundamentals of Microsoft Dynamics 365 Field Service
Lesson 5: Explore the fundamentals of Microsoft Dynamics 365 Field Service
Audio Book: Lesson 5: Explore the fundamentals of Microsoft Dynamics 365 Field Service
Podcast: Lesson 5: Explore the fundamentals of Microsoft Dynamics 365 Field Service
5.1.1 Introduction
5.1.2 Describe use cases for Dynamics 365 Field Service
5.1.3 Explore a Dynamics 365 Field Service business scenario
5.1.4 Describe the work order lifecycle
5.1.5 Describe incident types and service tasks
5.1.6 Describe Copilot in Field Service
5.1.7 Describe inspections in Dynamics 365 Field Service
5.1.8 Describe the Dynamics 365 Field Service mobile app
5.1.9 Describe the Dynamics 365 Field Service app for Outlook for work order creation and scheduling
5.1.10 Summary and resources
Activity: Sequence
Activity: Knowledge Check
5.2.1 Introduction
5.2.2 Describe resource and scheduling processes
5.2.3 Explore a Dynamics 365 Field Service-related apps business scenario
5.2.4 Describe asset management and customer assets
5.2.5 Describe Connected Field Service for Dynamics 365
5.2.6 Summary and resources
Activity: True/False
Activity: Knowledge Check
Recourses
MB 910 Blueprint
MB 910 Detailed Curriculum
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MB-910: Microsoft Dynamic 365 Fundamentals (CRM)
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