Module 1: Examine the core capabilities of Microsoft Dynamics 365 customer engagement apps
This module serves as an introduction to the shared features for the customer engagement apps. Learners are introduced to Microsoft Dataverse, and how data is made accessible and managed in the customer engagement apps, from shared entities to searching and filtering data and finally, available reporting and integration options.

Lessons

Navigate the Dynamics 365 customer engagement apps
Explore common Dynamics 365 activities and integration options

Lab : Validate lab environment and work with the customer engagement apps

Lab : Manage Customers and Activities

After completing this module, students will be able to:

Describe the different Dynamics 365 customer engagement applications
Describe Microsoft Dataverse and how it is used
Describe how to search and filter data
Describe the process for working with customers and activities
Describe available reporting options
Describe available integration options

Module 2: Learn the Fundamentals of Dynamics 365 Marketing
This module introduces learners to the core capabilities of Dynamics 365 Marketing. In the first lesson you will learn about the core product capabilities to support key marketing tasks, from email marketing to segments and customer journeys. The next lesson covers event management, as well as Dynamics 365 Customer Voice for customer surveys and Dynamics 365 Customer Insights for AI-based analytics.

Lessons

Explore Dynamics 365 Marketing
Explore other marketing capabilities and apps

Lab : Create a Customer Journey

Lab : Create a Segment

After completing this module, students will be able to:

Describe the use cases for Dynamics 365 Marketing
Describe segments and how they are used
Describe customer journeys
Describe how to generate and qualify leads
Describe event management
Describe how to capture customer feedback with Dynamics 365 Customer Voice
Describe how to use Dynamics 365 Customer Insights

Module 3: Learn the fundamentals of Dynamics 365 Sales
This module provides an introduction to Dynamics 365 Sales, focusing on managing leads, lead qualification, opportunities and sales orders as part of the standard sales lifecycle. Then we shift our attention to sales forecasting and the use of LinkedIn Sales Navigator and Dynamics 365 Sales Insights for improved relationship selling.

Lessons

Examine Dynamics 365 Sales
Use sales capabilities

Lab : Create and manage a Lead

Lab : Create and manage an Opportunity

After completing this module, students will be able to:

Describe the typical sales lifecycle
Describe the process for creating and managing leads, opportunities and quotes
Describe the use of business process flows in Dynamics 365 Sales
Describe sales forecasting
Describe additional sales apps such as Sales Insights and Sales Navigator

Module 4: Learn the Fundamentals of Dynamics 365 Customer Service
This module provides an introduction to Dynamics 365 Customer Service. We begin with the standard case mangement business processes and how Customer Service addresses those. Then we examine the product capabilities, including business process flows, entitlements and SLAs, and knowledge management. Finally, we cover Omnichannel for Customer Service and historical analytics.

Lessons

Explore Dynamics Field Service
Examine knowledge management in Dynamics 365 Customer Service and related apps

Lab : Create and manage Cases

Lab : Create and publish a Knowledge Base article

After completing this module, students will be able to:

Describe use cases for Dynamics 365 Customer Service
Describe the case lifecycle
Describe queues, entitlements and SLAs
Describe Knowledge Management options
Describe Omnichannel for Dynamics 365 Customer Service
Describe Customer Service Historical Analytic reports

Module 5: Learn the Fundamentals of Dynamics 365 Field Service
This module provides an introduction to Dynamics 365 Field Service. We begin with a discussion of the work order lifecycle. Then we examine the product capabilities, including work order generation, inspections, scheduling, asset management and Connected Field Service.

Lessons

Explore Dynamics 365 Field Service
Describe the scheduling process

Lab : Create work orders in Dynamics 365 Field Service

Lab : Create an Inspection

After completing this module, students will be able to:

Describe Dynamics 365 Field Service use cases
Describe the field service business process
Describe the work order lifecycle
Describe inspections
Describe the scheduling capabilities of Dynamics 365 Field Service
Describe asset management
Describe Connected Field Service

MB-910T00: Microsoft Dynamics 365 Fundamentals (CRM)