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

OVERVIEW:

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. This course may earn a Credly Badge.

TARGET AUDIENCE:

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.

COURSE OBJECTIVES:

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

COURSE CONTENT:

1 - Learn the Fundamentals of Dynamics 365 Marketing

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

2 - Learn the Fundamentals of Dynamics 365 Sales

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

3 - Learn the Fundamentals of Dynamics 365 Customer Service

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

4 - Learn the Fundamentals of Dynamics 365 Field Service

• 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

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

• 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

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