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MB-910 Microsoft Dynamics 365 Fundamentals CRM

MB-910: Microsoft Dynamics 365 Fundamentals (CRM)

Learn about the principles behind Dynamics 365 Marketing, Sales, and Customer and Field Service. Covers MB-910 topics.

This course is the foundation for the Microsoft Certificate MB-910 “Microsoft Dynamics 365 Fundamentals (CRM)” for Microsoft’s Customer Relationship Management apps. We’ll start off with looking at Dynamics 365 generally, and all of features shared between the different apps. We’ll look at the built-in reporting capabilities, customers and activities, and the integration of Microsoft Dataverse and Teams.

We’ll then look at Dynamics 365 Marketing. We’ll look at the Dynamics 365 principles behind generating and scoring leads, segments and subscription lists, email marketing, event managing, and more. Next up is Dynamics 365 Sales. This includes the principles behind qualifying leads, the opportunity management process, the quote lifecycle, and the sales pipeline forecasting concepts.

Then we’ll briefly look at Dynamics 365 Customer Service, examining how to use queues to manage work, the case lifecycle, and Knowledge Management. The final item is Dynamics 365 Field Service. We’ll look at the work order lifecycle, the Inspections feature, customer asset management, and resource and scheduling processes.

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What you’ll learn

  • Describe Dynamics 365 Marketing capabilities and related apps
  • Describe Dynamics 365 Sales lifecycle and related apps
  • Describe Dynamics 365 Customer Service components
  • Describe Dynamics 365 Field Service capabilities and scheduling capabilities
  • Identify common customer engagement features and integration options

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