microsoft partner logo color
8340  Reviews star_rate star_rate star_rate star_rate star_half

Microsoft Dynamics 365 Fundamentals (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...

Read More
By Request
$675 USD GSA  $510.08
Duration 1 day
Course Code MB-910T00
Available Formats Classroom

Overview

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.

Audience Profile

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 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. 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.

Skills Gained

After completing this course, students will be able to:

  • Describe the capabilities and functionality of Dynamics 365 Marketing
  • Describe the capabilities and functionality of Dynamics 365 Sales
  • Describe the capabilities and functionality of Dynamics 365 Customer Service
  • Describe the capabilities and functionality of Dynamics 365 Field Service
  • Describe the capabilities and functionality of Dynamics 365 Project Operations (CRM)

Prerequisites

Learners should have a fundamental understanding of customer engagement principles and business operations. An understanding of cloud computing is helpful, but isn't necessary.

Course Details

Outline

  • Describe the foundations of Dynamics 365 customer engagement apps
    • 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
    • Knowledge check
    • Summary and resources
  • Describe shared activities and integration options in Dynamics 365 customer engagement apps
    • Introduction to Dynamics 365 integration options and activities
    • 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
    • Knowledge check
    • Summary and resources
  • Explore Dynamics 365 Customer Insights - Journeys
    • Describe use cases for Dynamics 365 Customer Insights - Journeys
    • Explore a Dynamics 365 Customer Insights - Journeys business scenario
    • 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
    • Knowledge check
    • Summary and resources
  • Describe Dynamics 365 Customer Insights - Data
    • Describe the core capabilities of Dynamics 365 Customer Insights-Data
    • Explore a Dynamics 365 Customer Insights - Data business scenario
    • 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
    • Knowledge check
    • Summary and resources
  • Explore Dynamics 365 Sales
    • Describe use cases for Dynamics 365 Sales
    • Review the sales lifecycle
    • Explore a Dynamics 365 Sales business scenario
    • 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
    • Knowledge check
    • Summary and resources
  • Describe Dynamics 365 Sales capabilities and related apps
    • Identify more Dynamics 365 Sales capabilities and related apps
    • Explore a Dynamics 365 Sales related apps business scenario
    • 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
    • Knowledge check
    • Summary and resources
  • Explore Dynamics 365 Customer Service
    • Describe use cases for Dynamics 365 Customer Service
    • Explore a Dynamics 365 Customer Service business scenario
    • 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
    • Knowledge check
    • Summary and resources
  • Describe Dynamics 365 Customer Service capabilities and related apps
    • Explore a Dynamics 365 Customer Service-related apps business scenario
    • 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 for Service
    • Knowledge check
    • Summary and resources
  • Explore Dynamics 365 Field Service
    • Describe use cases for Dynamics 365 Field Service
    • Explore a Dynamics 365 Field Service business scenario
    • Describe the work order lifecycle
    • Describe incident types and service tasks
    • Describe Copilot in 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
    • Knowledge check
    • Summary and resources
  • Describe Dynamics 365 Field Service scheduling capabilities and related apps
    • Describe resource and scheduling processes
    • Explore a Dynamics 365 Field Service-related apps business scenario
    • Describe asset management and customer assets
    • Describe Connected Field Service for Dynamics 365
    • Knowledge check
    • Summary and resources
Read Less

Schedule

Upcoming Course Dates

There are currently no scheduled dates for this course. If you are interested in this course, contact us with the form below.

Contact Information

FAQ

How do I get a Microsoft exam voucher?

Pearson Vue Exam vouchers can be requested and ordered with your course purchase or can be ordered separately by clicking here.

  • Vouchers are non-refundable and non-returnable. Vouchers expire 12 months from the date they are issued unless otherwise specified in the terms and conditions.
  • Voucher expiration dates cannot be extended. The exam must be taken by the expiration date printed on the voucher.

Do Microsoft courses come with post lab access?

Most Microsoft official courses will include post-lab access ranging from 30 to 180 calendar days after instructor led course delivery. A lab training key in class will be provided that can be leveraged to continue connecting to a remote lab environment for the individual course attendee.

Does the course schedule include a Lunchbreak?

Lunch is normally an hour-long after 3-3.5 hours of the class day.

What languages are used to deliver training?

Microsoft courses are conducted in English unless otherwise specified.

Reviews

I was very satisfied about how the course was organized. Sean Did a very good work

The platform is very intuitive and easy to navigate. Great tool for learning

ExitCertified provided us with a great opportunity to learn more about React and in easy to follow way.

the course is good, covers many aspects, wish the lab is a little bit more in depth

Labs and the study materials provided for Architecting on AWS course are very easy to understand and explains all the topics required to pass the Associate certification.