Microsoft Dynamics 365 Fundamentals (CRM)

MB-910: Microsoft Dynamics 365 Fundamentals (CRM) 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.

1. Explore Customer Insights - Journeys

Describe use cases for Customer Insights - Journeys
Describe lead generation and qualification
Describe use cases for marketing forms
Describe how to target customers by using segments and subscription lists
Describe email marketing
Describe customer journeys
Describe event management features and capabilities

2. Describe Customer Insights - Data and Dynamics 365 Customer Voice

Describe use cases of and capabilities for Customer Insights - Data
Describe use cases for and capabilities of Customer Voice

3. Explore Sales

Describe use cases for Dynamics 365 Sales
Describe leads and the process for qualifying leads
Describe the opportunity management process
Describe the quote lifecycle
Describe the order management and invoice management processes
Describe use cases for business process flows

4. Describe 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 Navigator
Describe use cases for the Dynamics 365 Sales mobile app

5. Explore Customer Service

Describe use cases for Dynamics 365 Customer Service
Describe the functionality for workload management, including basic routing (basic queues), Unified Routing, and Agent Inbox
Describe knowledge management in Dynamics 365 Customer Service
Describe the case lifecycle including service-level agreements (SLAs) and entitlements

6. Describe Customer Service capabilities and related apps

Describe Omnichannel for Customer Service
Describe reporting and data visualization options in Dynamics 365 Customer Service
Describe use cases of Dynamics 365 Customer Voice for Customer Service

7. Explore Field Service

Describe use cases for Dynamics 365 Field Service
Describe common field service processes
Describe the work order lifecycle
Describe inspections in Dynamics 365 Field Service
Describe the Field Service mobile app

8. Describe the scheduling capabilities of Field Service

Describe resource and scheduling processes
Describe asset management and customer assets
Describe Connected Field Service for Dynamics 365

9. Describe the foundations of customer engagement apps

Describe use cases for customer engagement apps
Describe Microsoft Power Platform as it relates to customer engagement apps
Describe Microsoft Dataverse as the foundation for customer engagement apps
Navigate to and within customer engagement apps

10. Shared activities and integration options in customer engagement apps

Describe customers and activities
Describe search options and filter criteria
Describe reporting capabilities including dashboards, charts, and views
Describe Microsoft Teams integration
Describe Microsoft Outlook integration
Describe Microsoft Excel integration

Fees Structure :	4900 INR / 60 USD
Total No of Class :	44 Video Class
Class Duration :	18.30 Working Hours
Download Feature :	Download Avalable
Technical Support :	Call / Whatsapp : +91 8680961847
Working Hours :	Monday to Firday 9 AM to 6 PM
Payment Mode :	Credit Card / Debit Card / NetBanking / Wallet (Gpay/Phonepay/Paytm/WhatsApp Pay)

Brochure Buy Now Sample Demo

Fees Structure :	7500 INR / 90 USD
Class Duration :	20 Days
Class Recording :	Live Class Recording available
Class Time :	Monday to Firday 1.5 hours per day / Weekend 3 Hours per day
Technical Support :	Call / Whatsapp : +91 8680961847
Working Hours :	Monday to Firday 9 AM to 6 PM
Payment Mode :	Credit Card / Debit Card / NetBanking / Wallet (Gpay/Phonepay/Paytm/WhatsApp Pay)

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