Course Code: 19112

MB-910T00 Microsoft Dynamics 365 Fundamentals (CRM)

Class Dates:
10/7/2021
11/18/2021
12/27/2021
Length:
2 Days
Cost:
$995.00
Class Time:
Technology:
Office
Delivery:
Instructor-Led Training, Virtual Instructor-Led Training

Overview

  • Course Overview
  • Do you want to learn more about Dynamics 365? 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.

    At Course Completion
    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)
  • 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.

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.

Course Details

  • Module 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
  • Lab : Working with customer engagement apps
  • Lab : Manage Customers and Activities
  • Lab : Search and filter data
  • Lab : 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
  • Explore Dynamics 365 Sales
  • Manage the sales lifecycle with Dynamics 365 Sales
  • Review additional sales apps
  • Lab : Dynamics 365 Sales Capstone Lab
  • Create and qualify a Lead
  • Manage a sales Opportunity
  • Module 3: Learn the Fundamentals of Dynamics 365 Customer Service
  • Examine Dynamics 365 Customer Service
  • Describe Dynamics Customer Service capabilities
  • Review additional customer service apps
  • Lab : 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
  • 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
  • Lab : 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)
  • 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
  • Lab : Dynamics 365 Project Operations Capstone Lab
  • Create a project-based Lead
  • Manage a project-based Opportunity
  • Create a Project Quote and Project Estimate