Overview
This MB-910T00: Microsoft Dynamics 365 Fundamentals Customer Engagement Apps 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.
Skills Covered
- 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 Customer Engagement Apps
Who Should Attend
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.
Job role: Business Owner, Functional Consultant, Student
Course Curriculum
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.
Download Course Syllabus
Course Modules
This module introduces learners to the customer engagement applications for Dynamics 365. You will be introduced to the individual apps, learn how to navigate through them and to locate and filter data.
Learning objectives
After completing this module, you’ll be able to:
- Describe use cases for Dynamics 365
- Explain what Microsoft Dataverse is and how it is used
- Examine the different Dynamics 365 CRM Apps
- Review options for accessing applications
- Locate and filter data in Dynamics 365
In this module, learners will be introduced to the common capabilities and activities across the customer engagement apps for Dynamics 365.
Learning objectives
After completing this module, you’ll be able to:
- Work with customers and manage activities
- Explore different reporting options
- Describe the different integration options available
This module introduces learners to Dynamics 365 Marketing with a focus on email marketing, customer segmentation and customer journeys.
Learning objectives
After completing this module, you’ll be able to:
- Identify use cases for Dynamics 365 Marketing
- Explain email marketing
- Describe how to target customers with segments
- Explain how to create and leverage customer journeys in Dynamics 365 Marketing
- Describe lead generation and qualification
This module introduces learners to the event management capabilities of Dynamics 365 Customer Service. It also discusses Dynamics 365 Customer Voice and Dynamics 365 Customer Insights.
Learning objectives
After completing this module, you’ll be able to:
- Examine the event management capabilities available
- Explain Dynamics 365 Customer Voice
- Describe Dynamics 365 Customer Insights
This module introduces learners to Dynamics 365 Sales focusing on managing leads, lead qualification, opportunities and sales orders as part of the standard sales lifecycle.
Learning objectives
After completing this module, you’ll be able:
- Explain Dynamics 365 Sales features and functionality
- Review a typical sales lifecycle
- Describe leads and the qualification process
- Examine the opportunity management process
- Explain sales order processing with Dynamics 365 Sales
This module introduces learners to sales forecasting, LinkedIn Sales Navigator and Dynamics 365 Sales Insights.
Learning objectives
After completing this module, you’ll be able to:
- Explain Dynamics 365 Sales forecasting
- Describe LinkedIn Sales Navigator
- Explain Dynamics 365 Sales Insights
This module introduces learners to Dynamics 365 Customer Service, focusing on core elements such as cases, case lifecycle, queues and Service-level agreements (SLAs)
Learning objectives
After completing this module, you’ll be able to:
- Identify use cases for Dynamics 365 Customer Service
- Explain the case lifecycle
- Examine how to manage Queues
- Describe Service-Level agreements (SLAs) and entitlements
This module introduces learners to the knowledge management capabilities of Dynamics 365 Customer Service. It also covers Omnichannel for Customer Service and historical analytics.
Learning objectives
After completing this module, you’ll be able to:
- Describe Knowledge Management
- Describe Omnichannel for Customer Service
- Explain the Customer Service Historical Analytic Reports
This module introduces learners to Dynamics 365 Field Service, focusing on work orders and inspections.
Learning objectives
After completing this module, you’ll be able to:
- Describe field service
- Examine the lifecycle of a work order
- Describe inspections
This module introduces learners to the scheduling capabilities of Dynamics 365 Field Service. It also discusses asset management and Connected Field Service.
Learning objectives
After completion of this module, you’ll be able to:
- Describe the scheduling capabilities available in Dynamics 365 Field Service
- Schedule qualified resources
- Describe the asset management capabilities available
- Explain the relationship between Customer Assets and Connected Field Service
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Training Options
- ILT: Instructor-Led Training
- VILT: Virtual Instructor-Led Training
Exam & Certification
Microsoft Certified: Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM)
Training & Certification Guide
If you’re familiar with business operations, customer relationship management (CRM), and are IT savvy—either generally or through work experience—take advantage of this certification to highlight those skills. Validate your broad exposure to the customer engagement capabilities of Dynamics 365 to enhance your career journey.
People in different roles and at various stages in their careers can benefit from this fundamentals certification. Here are some examples:
- IT professionals who want to show a general understanding of the applications they work with
- Business stakeholders and others who know Dynamics 365 and who want to validate their skills and experience
- Developers who want to highlight their understanding of business operations and CRM
- Students, recent graduates, and people changing careers who want to make the most of Dynamics 365 customer engagement capabilities to move to the next level
This exam covers the features and capabilities of Microsoft Dynamics 365 customer engagement apps.
Candidates for this exam should have general knowledge of or relevant working experience in an Information Technology (IT) environment. They should also have a fundamental understanding of customer engagement principles and business operations.
This exam measures your ability to describe the following: Dynamics 365 Marketing; Dynamics 365 Sales; Dynamics 365 Customer Service; Dynamics 365 Field Service; Project Operations; and shared features.
- Describe Dynamics 365 Marketing (10-15%)
- Describe Dynamics 365 Sales (15-20%)
- Describe Dynamics 365 Customer Service (15-20%)
- Describe Dynamics 365 Field Service (15-20%)
- Describe Project Operations (15-20%)
- Describe shared features (15-20%)
Frequently Asked Questions
Earning a Microsoft Certification is globally recognized and industry-endorsed evidence of mastering real world skills. It shows you demonstrate proficiency in keeping pace with technology. It’s a career move that yields many positive results.
Getting a Microsoft Certification is also a great way to break into the tech industry. A Microsoft Certification immediately confers a level of authority and expertise, especially helpful for someone new to the industry.
The number of questions on a certification exam is subject to change as Microsoft make updates to ensure it aligns with current changes in the technology and job role. Most Microsoft Certification exams typically contain between 40-60 questions; and around 60-140 minutes.
Starting June 30 2021, all newly earned role-based and specialty certifications will be valid for one year from the date the certification was earned.
To stay up to date, IT pros are constantly learning and adding skills. The IDC study concluded that Microsoft Learning Partners are well positioned to help organizations achieve their business and learning goals. The IT leaders who were surveyed found the most value from a Learning Partner that provides:
- An end-to-end solution which starts with identifying skill gaps, simplifies the learning experience, and finishes by evaluating how well the Learning Partner met the organization goals.
- Scale, flexibility, and speed to train teams of any size, in any location, amid changing circumstances.
- Value-added services, such as hands-on labs, classroom training, and custom content that help the skills development program succeed.
- High-quality content and delivery, meaning accurate, relevant courseware, top-notch instructors, and a path to certification, if needed.
MB-210T01: Microsoft Dynamics 365 Sales
Learn to manage customer, organizations, automate and best practices in this official 1-day Microsoft Dynamics 365 Sales course.
If you’re a functional consultant, a professional working with Microsoft Dynamics 365 Sales, or a developer looking to hone your consulting skills, this certification training could help give your career a boost. It lets you market yourself more effectively for projects and shows your organization that you can use Dynamics 365 Sales to empower the sales force.
MB-220T00: Microsoft Dynamics 365 Marketing
Deep-dive into the core features and configurations of Microsoft Dynamics 365 Marketing needed to drive business growth and validate your expertise with the Microsoft Certified: Dynamics 365 Marketing Functional Consultant Associate certification.
MB-230T01: Microsoft Dynamics 365 Customer Service
Sensitivity to customer needs, a drive to innovate, and technical skills characterize Customer Service functional consultants. You’re inspired to solve problems, and you have experience working on teams that focus on creating and implementing experiences that benefit your organization’s customers by providing them convenient and fast solutions.
If you’re a functional consultant responsible for configuring and implementing Dynamics 365 solutions for customers, you can use this certification to shine a light on your skills and to help advance your career.
MB-240T00: Microsoft Dynamics 365 Field Service
If you’re a functional consultant responsible for configuring and implementing Dynamics 365 solutions for customers, you’re a good fit for this certification, which can highlight your skills and help advance your career.
A Dynamics 365 Field Service functional consultant is responsible for implementing solutions that manage resources which complete the field service life cycle. As a functional consultant, you know how to work with project managers, developers, and solution architects.
