M-MB910 Introduction to Microsoft Dynamics 365 (CRM) (MB-910)

COURSE OBJECTIVE:

 • Explore the core capabilities of Microsoft Dynamics 365 customer engagement apps • Explore the fundamentals of Microsoft Dynamics 365 Customer Insights • Explore the fundamentals of Microsoft Dynamics 365 Sales • Explore the fundamentals of Microsoft Dynamics 365 Customer Service • Explore the fundamentals of Microsoft Dynamics 365 Field Service

TARGET AUDIENCE:

 People in different roles and at various stages in their careers can benefit The Microsoft Dynamics 365 Fundamentals (CRM) course is targeted to those looking to familiarize themselves with and gain a broad exposure to the marketing, sales, customer service, and field service capabilities of Dynamics 365. This audience wants to explore how customer engagement apps (CRM) for Dynamics 365 can be used to:- Unify profiles and tailor targeted customer journeys by using Dynamics 365 Customer Insights apps.
– Efficiently assist users through the complete sales order lifecycle by using Dynamics 365 Sales.
– Assist agents with case management through the complete customer support lifecycle by using Dynamics 365 Customer Service.
– Schedule and complete work orders by using Dynamics 365 Field Service.
– Evaluate how Copilot can assist with each of these. People in various roles and stages in their careers can benefit from this fundamentals course. The course is designed for IT professionals, business stakeholders, entrepreneurs, students, and people starting or changing careers who want to be exposed to the customer relationship capabilities of Dynamics 365.

COURSE PREREQUISITES:

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COURSE CONTENT:

Module 1: Explore the core capabilities of Microsoft Dynamics 365 customer engagement apps • Describe the foundations of Dynamics 365 customer engagement apps • Describe shared activities and integration options in Dynamics 365 customer engagement appsModule 2: Explore the fundamentals of Microsoft Dynamics 365 Customer Insights • Explore Dynamics 365 Customer Insights – Journeys • Describe Dynamics 365 Customer Insights – DataModule 3: Explore the fundamentals of Microsoft Dynamics 365 Sales • Explore Dynamics 365 Sales • Describe Dynamics 365 Sales capabilities and related appsModule 4 : Explore the fundamentals of Microsoft Dynamics 365 Customer Service • Explore Dynamics 365 Customer Service • Describe Dynamics 365 Customer Service capabilities and related appsModule 5 : Explore the fundamentals of Microsoft Dynamics 365 Field Service • Explore Dynamics 365 Field Service • Describe Dynamics 365 Field Service scheduling capabilities and related apps

FOLLOW ON COURSES:

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