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Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM) [MB-910]

MB-910

Duration: 2 Days

Description

The Microsoft Dynamics 365 Fundamentals Customer Engagement Apps certification (MB-910) training course from CloudThat offers candidates proper training and relevant study material to prepare and successfully clear the MB-910 exam. This course will provide candidates with a broad introduction to the customer engagement capabilities of Dynamics 365. Candidates 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. Note: This exam is in beta.

Course Outline

  • Module 1: Learn the Fundamentals of Dynamics 365 Marketing
  • Module 2: Learn the Fundamentals of Dynamics 365 Sales
  • Module 3: Learn the Fundamentals of Dynamics 365 Customer Service
  • Module 4: Learn
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Objectives

After successful completion of this MB-910 training course, candidates will be able to:

  • 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 Project Operations (CRM)

Who Should Attend

The Microsoft Dynamics 365 Fundamentals Customer Engagement Apps certification training course is for 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

As the prerequisites of Microsoft exam MB-910, 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

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

Hands-On: Working with customer engagement apps

Hands-On: Manage Customers and Activities

Hands-On: Search and filter data

Hands-On: Dynamics 365 Marketing Capstone Lab

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

Module 2: Learn the Fundamentals of Dynamics 365 Sales

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

Hands-On: Dynamics 365 Sales Capstone Lab

  • Create and qualify a Lead
  • Manage a sales Opportunity

Module 3: Learn the Fundamentals of Dynamics 365 Customer Service

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

Hands-On: Dynamics 365 Capstone Lab

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

Module 4: Learn the Fundamentals of Dynamics 365 Field Service

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

Hands-On: Dynamics 365 Capstone Lab

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

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

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

Hands-On: Dynamics 365 Project Operations Capstone Lab

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

About The Trainer

A Microsoft certified trainer.

Course Fee

$795

Upcoming Batches

  • Online - 26 to 27 Jun 2021 (Sat - Sun) Enrol
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