Course Description

Course Overview

Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM) MB-910 is an introductory training program designed for individuals and professionals to gain a foundational understanding of Microsoft Dynamics 365 Customer Engagement applications. Participants will learn about the core functionalities, features, and capabilities of Dynamics 365 Customer Engagement, including sales, customer service, marketing, and field service applications.

Prerequisites

To excel in this course, participants should have a basic understanding of business processes and customer relationship management (CRM) concepts. Familiarity with Microsoft Office applications will be helpful. No prior experience with Dynamics 365 Customer Engagement is required.

Methodology

The course will be delivered through a combination of instructor-led lectures, practical demonstrations, hands-on labs, and interactive discussions. Participants will have access to dedicated Dynamics 365 environments for hands-on practice, enabling them to apply the concepts learned in real-world scenarios. The course will be led by certified instructors with extensive experience in Dynamics 365 Customer Engagement, ensuring a high-quality learning experience.

Course Outline

• Introduction to Microsoft Dynamics 365 Customer Engagement
• Understanding the role of CRM in customer engagement and business processes
• Overview of Microsoft Dynamics 365 Customer Engagement applications
• Identifying key functionalities and benefits of Dynamics 365 Customer Engagement
• Navigating and Using Dynamics 365 Customer Engagement
• Exploring the Dynamics 365 Customer Engagement user interface
• Navigating through sales, customer service, marketing, and field service applications
• Utilizing common functionalities and features across the applications
• Managing Customer Data and Relationships
• Creating and managing customer records in Dynamics 365 Customer Engagement
• Tracking interactions and communication with customers
• Implementing customer segmentation and targeting for marketing
• Sales and Opportunity Management in Dynamics 365
• Managing sales leads, opportunities, and pipelines
• Forecasting and reporting on sales performance
• Configuring and using sales automation features
• Providing Customer Service with Dynamics 365 Customer Engagement
• Handling customer inquiries, cases, and service requests
• Implementing service level agreements (SLAs) and knowledge base
• Utilizing customer service insights and analytics

Outcome

Upon completion of this course, participants will be able to:

• Understand the core functionalities of Microsoft Dynamics 365 Customer Engagement.
• Navigate and utilize the sales, customer service, marketing, and field service applications.
• Manage customer data and relationships effectively.
• Handle sales leads, opportunities, and customer service requests using Dynamics 365.

Labs

• Navigating and Exploring Dynamics 365 Customer Engagement
• Managing Customer Records and Communication
• Implementing Customer Segmentation for Marketing
• Managing Sales Leads, Opportunities, and Pipelines
• Configuring and Using Sales Automation Features
• Handling Customer Cases and Service Requests
• Implementing Service Level Agreements (SLAs) and Knowledge Base