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


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.

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Destinatários

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.

Pré-requisitos

Learners should have a fundamental understanding of customer engagement principles and business operations. An understanding of cloud computing is helpful, but isn’t necessary.

Objetivos

You will learn to:

  • 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)

Programa

  • Learn the Fundamentals of Dynamics 365 Marketing
  • Learn the Fundamentals of Dynamics 365 Sales
  • Learn the Fundamentals of Dynamics 365 Customer Service
  • Learn the Fundamentals of Dynamics 365 Field Service
  • Learn the Fundamentals of Dynamics 365 Project Operations (CRM)

Learn the Fundamentals of Dynamics 365 Marketing

This module covers the basic concepts of customer engagement and what the customer engagement apps have in common before diving into Dynamics 365 Marketing. We begin with the standard marketing business processes and how Marketing addresses those. Then we examine the product capabilities. Finally, we cover additional marketing apps such as LinkedIn Campaign Manager, Dynamics 365 Customer Voice and Dynamics 365 Customer Insights.

Lessons

  • Get introduced to the Dynamics 365 customer engagement apps
  • Examine Dynamics 365 Marketing
  • Describe Dynamics 365 Marketing capabilities
  • Review Additional Marketing Apps

Labs

  • 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

Learn the Fundamentals of Dynamics 365 Sales

This module provides an introduction to Dynamics 365 Sales. We begin with the standard sales business processes and how Sales addresses those. Then we examine the product capabilities. Finally, we cover additional sales apps such as Sales Insights and Sales Navigator.

Lessons

  • Explore Dynamics 365 Sales
  • Manage the sales lifecycle with Dynamics 365 Sales
  • Review additional sales apps

Labs

  • Lab : Dynamics 365 Sales Capstone Lab
    • Create and qualify a Lead
    • Manage a sales Opportunity

Learn the Fundamentals of Dynamics 365 Customer Service

This module provides an introduction to Dynamics 365 Customer Service. We begin with the standard customer service business processes and how Customer Service addresses those. Then we examine the product capabilities. Finally, we cover additional customer service apps such as Omnichannel for Customer Service, Dynamics 365 Customer Service Insights, Customer Service Scheduling and Connected Customer Service.

Lessons

  • Examine Dynamics 365 Customer Service
  • Describe Dynamics Customer Service capabilities
  • Review additional customer service apps

Labs

  • Lab : Dynamics 365 Capstone Lab
    • Create and publish a Knowledge Article
    • Manage a support Case through its life cycle

Learn the Fundamentals of Dynamics 365 Field Service

This module provides an introduction to Dynamics 365 Field Service. We begin with the standard field service business processes and how Field Service addresses those. Then we examine the product capabilities, including work order generation, scheduling, inventory management and asset management.

Lessons

  • 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

Labs

  • Lab : Dynamics 365 Capstone Lab
    • Create a Case and escalate to a Work Order
    • Schedule items with Dynamics 365 Field Service

Learn the Fundamentals of Dynamics 365 Project Operations (CRM)

This module provides an introduction to the customer engagement aspects of Dynamics 365 Project Operations. We begin with the standard project-based business processes and how Project Operations addresses those. Then we examine the product capabilities, including sales, project management, and resource utilization.

Lessons

  • 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

Labs

  • Lab : Dynamics 365 Project Operations Capstone Lab
    • Create a project-based Lead
    • Manage a project-based Opportunity
    • Create a Project Quote and Project Estimate

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

  • Datas
    21 Mar a 22 Mar 2022
    Porto
  • Horário
    Laboral
    das 9h00 às 17h00
  • Nº Horas
    14
  • Preço
    990€

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

Área

Dados

Como chegou até nós

Os seus dados pessoais são recolhidos em conformidade com o Regulamento Geral de Proteção de Dados (RGPD).

Consente que os seus dados sejam utilizados, nos termos da nossa Politica de Privacidade, para o contacto/envio de:

Ações de informação, de marketing de produtos e serviços, como campanhas e eventos?

Para mais informações, consulte a Política de Privacidade do Grupo Rumos.
pode retirar o seu consentimento a qualquer momento através do botão Cancelar subscrição ou Unsubscribe que estão presentes em cada comunicação enviada, bem como exercer os direitos descritos na politica de privacidade