Microsoft Certified: Dynamics 365 Fundamentals (CRM) (MB910)
Details
This one-day Microsoft certified course will provide 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.
Outline
Module 1: Navigate the Dynamics 365 customer engagement apps
- Describe customer relationship management
- Describe Microsoft Dataverse
- Explore the Dynamics 365 customer engagement apps
- Access the Dynamics 365 customer engagement apps
- Locate and filter data
Module 2: Explore common Dynamics 365 activities and integration options
- Explore customers and activities
- Explore Dynamics 365 reporting options
- Describe integration technologies
Module 3: Explore Dynamics 365 Marketing
- Identify key capabilities of Dynamics 365 Marketing
- Describe marketing tasks
- Describe email marketing
- Describe marketing segments
- Explore customer journeys
- Describe lead generation and qualification
Module 4: Explore other marketing capabilities and apps
- Explore event management capabilities
- Describe Dynamics 365 Customer Voice
- Describe Dynamics 365 Customer Insights
Module 5: Explore Dynamics 365 Sales
- Review the sales lifecycle
- Work with leads
- Describe opportunity management
- Describe quote management
- Describe order and invoice management
Module 6: Use sales capabilities
- Describe Dynamics 365 Sales forecasting
- Describe Linkedin Sales Navigator
- Describe Dynamics 365 Sales Insights
Module 7: Explore Dynamics 365 Customer Service
- Review the case lifecycle
- Work with cases and queues
- Describe case management
- Describe business process flows
- Describe entitlements and service-level agreements (SLAs)
Module 8: Examine knowledge management in Dynamics 365 Customer Service and related apps
- Describe knowledge management
- Explore Omnichannel for Customer Service
- Explore historical analytics
Module 9: Explore Dynamics 365 Field Service
- Identify Dynamics 365 Field Service
- Describe the work order lifecycle
- Describe inspections
Module 10: Describe the scheduling process
- Describe scheduling
- Define resources
- Schedule qualified resources
- Describe Resource Scheduling Optimization (RSO)
- Describe the asset management capabilities of Dynamics 365 Field Service
- Describe customer assets
- Describe assets and Connected Field Service
Our goal is to offer quality and up-to-date training courses, while following the latest trends in technology and applications. These are courses that target the real and concrete needs of our customers, ensuring that the knowledge acquired is put into practice. Additionally, many prepare our participants for certification exams with the brands we are accredited with - Microsoft, EC-Council, CompTIA, and PeopleCert.
Eccentrix has the most comprehensive offer in terms of Microsoft accredited trainings. In addition, a complete set of benefits comes with each enrollment to our trainings. Since the very beginning of our operations, Eccentrix has been a Microsoft Partner in learning following the numerous changes in the learning paths and programs, notably for certification-based courses.
EC-Council
Eccentrix has the highest level of EC-Council partnership, delivering the complete portfolio of EC-Council cybersecurity courses since 2017. With an EC-Council course comes a set of benefits that greatly help our participants get certified. EC-Council is a key vendor for Eccentrix, since we have a strong focus on cybersecurity courses and that relationships just gets better over the years. ...
