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Microsoft

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

  • Duration: 2 days
  • Job Role: Business Owner, Functional Consultant, Student
  • Exam: MB-910

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

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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, as well as each of the customer engagement apps, including Dynamics 365 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, and the customer relationship management (CRM) capabilities of Dynamics 365 Project Operations. This course will include lecture as well as hands-on labs.

Audience Profile

People in different roles and at various stages in their careers can benefit from this fundamentals course. This includes IT professionals, business stakeholders and others who want to be exposed to the customer engagement capabilities of Dynamics 365, students, recent graduates, and people changing careers who want to leverage Dynamics 365 to move to the next level.

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 outline

Module 1: Learn the Fundamentals of Dynamics 365 Marketing

Module Overview

This module covers the basic concepts of customer engagement and what the customer engagement apps have in common before diving into Dynamics 365 Marketing. We begin with the standard marketing business processes and how Marketing addresses those. Then we examine the product capabilities. Finally, we cover additional marketing apps such as LinkedIn Campaign Manager, Dynamics 365 Customer Voice and Dynamics 365 Customer Insights.

Lessons

Get introduced to the Dynamics 365 customer engagement apps
Examine Dynamics 365 Marketing
Describe Dynamics 365 Marketing capabilities
Review Additional Marketing Apps

Lab Sessions

Working with customer engagement apps
Manage Customers and Activities
Search and filter data
Dynamics 365 Marketing Capstone Lab

Lab Lessons

Create a marketing email
Create a Segment in Dynamics 365 Marketing
Create a Customer Journey

After completing this module, students will be able to:

Describe the customer engagement apps and what they have in common.
Describe the standard marketing processes and how Dynamics 365 Marketing addresses them.
Describe Dynamics 365 Marketing features and capabilities.
Describe additional marketing apps.

Module 2: Learn the Fundamentals of Dynamics 365 Sales

Module Overview

This module provides an introduction to Dynamics 365 Sales. We begin with the standard sales business processes and how Sales addresses those. Then we examine the product capabilities. Finally, we cover additional sales apps such as Sales Insights and Sales Navigator.

Lessons

Explore Dynamics 365 Sales
Manage the sales lifecycle with Dynamics 365 Sales
Review additional sales apps

Lab Sessions

Dynamics 365 Sales Capstone Lab

Lab Lessons

Create and qualify a Lead
Manage a sales Opportunity

After completing this module, students will be able to:

Describe the standard sales processes and how Dynamics 365 Sales addresses them.
Describe Dynamics 365 Sales capabilities.
Describe additional sales apps such as Sales Insights and Sales Navigator.

Module 3: Learn the Fundamentals of Dynamics 365 Customer Service

Module Overview

This module provides an introduction to Dynamics 365 Customer Service. We begin with the standard customer service business processes and how Customer Service addresses those. Then we examine the product capabilities. Finally, we cover additional customer service apps such as Omnichannel for Customer Service, Dynamics 365 Customer Service Insights, Customer Service Scheduling and Connected Customer Service.

Lessons

Examine Dynamics 365 Customer Service
Describe Dynamics Customer Service capabilities
Review additional customer service apps

Lab Sessions

Dynamics 365 Capstone Lab

Lab Lessons

Create and publish a Knowledge Article
Manage a support Case through its life cycle

After completing this module, students will be able to:

Describe the standard customer service processes and how Dynamics 365 Customer Service addresses them.
Describe Dynamics Customer Service capabilities.
Describe additional sales apps such as Sales Insights and Sales Navigator.

Module 4: Learn the Fundamentals of Dynamics 365 Field Service

Module Overview

This module provides an introduction to Dynamics 365 Field Service. We begin with the standard field service business processes and how Field Service addresses those. Then we examine the product capabilities, including work order generation, scheduling, inventory management and asset management.

Lessons

Examine Dynamics Field Service
Generate Work Orders in Dynamics 365 Field Service
Describe the scheduling capabilities of Dynamics 365 Field Service
Examine the inventory management capabilities of Dynamics 365 Field Service
Review the asset management capabilities of Dynamics 365 Field Service

Lab Sessions

Dynamics 365 Capstone Lab

Lab Lessons

Create a Case and escalate to a Work Order
Schedule items with Dynamics 365 Field Service

After completing this module, students will be able to:

Describe the standard field service business processes and how Dynamics 365 Field Service addresses.
Describe how to generate Work Orders.
Describe the scheduling capabilities of Dynamics 365 Field Service.
Describe the inventory management capabilities of Dynamics 365 Field Service.
Describe the asset management capabilities of Dynamics 365 Field Service.

Module 5: Learn the Fundamentals of Dynamics 365 Project Operations (CRM)

Module Overview

This module provides an introduction to the customer engagement aspects of Dynamics 365 Project Operations. We begin with the standard project-based business processes and how Project Operations addresses those. Then we examine the product capabilities, including sales, project management, and resource utilization.

Lessons

Examine Dynamics 365 Project Operations
Describe the sales capabilities of Dynamics 365 Project Operations
Plan projects with Dynamics 365 Project Operations
Review the resource utilization capabilities of Dynamics 365 Project Operations

Lab Sessions

Dynamics 365 Project Operations Capstone Lab

Lab Lessons

Create a project-based Lead
Manage a project-based Opportunity
Create a Project Quote and Project Estimate

After completing this module, students will be able to:

Describe project-based customer engagement processes addressed by Dynamics 365 Project Operations.
Describe the sales capabilities of Dynamics 365 Project Operations.
Describe the project management capabilities of Dynamics 365 Project Operations.
Describe the resource utilization capabilities of Dynamics 365 Project Operations.

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