Course information

Microsoft Certified: Dynamics 365 Fundamentals (CRM) MB910 Course Overview

Within this Microsoft training course, you will learn the following modules:

Module 1: Describe the Foundations of Dynamics 365 Customer Engagement Apps

  • Introduction
  • Describe Customer Relationship Management
  • Describe Microsoft Power Platform and Dynamics 365 Customer Engagement Apps
  • Describe Microsoft Dataverse And Dynamics 365 Customer Engagement Apps
  • Describe Use Cases for Dynamics 365 Customer Engagement Apps
  • Navigate to and Within Dynamics 365 Customer Engagement Apps

Module 2: Describe Shared Activities and Integration Options in Dynamics 365 Customer Engagement Apps

  • Introduction
  • Describe Customers and Activities
  • Exercise: Manage Customers and Activities
  • Describe Search Criteria and Filters
  • Describe Reporting Capabilities Including Charts, Dashboards, and Views
  • Describe Excel Integrations
  • Describe Microsoft Teams Integration
  • Describe Outlook Integration

Module 3: Explore Dynamics 365 Customer Insights – Journeys

  • Introduction
  • Describe Use Cases for Dynamics 365 Customer Insights - Journeys
  • Explore a Dynamics 365 Customer Insights - Journeys Business Scenario
  • Describe Email Marketing
  • Describe How to Target Customers by Using Marketing Lists and Segments
  • Describe Customer Journeys
  • Describe Lead Generation and Qualification
  • Describe Use Cases for Marketing Forms
  • Describe Event Management Features and Capabilities

Module 4: Describe Dynamics 365 Customer Insights - Data and Dynamics 365 Customer Voice

  • Introduction
  • Explore a Dynamics 365 Customer Insights - Data Business Scenario
  • Describe Use Cases for and Capabilities of Dynamics 365 Customer Insights - Data
  • Describe Use Cases for and Capabilities of Dynamics 365 Customer Voice

Module 5: Explore Dynamics 365 Sales

  • Introduction
  • Describe Use Cases for Dynamics 365 Sales
  • Review the Sales Lifecycle
  • Explore a Dynamics 365 Sales Business Scenario
  • Describe Leads and the Process for Qualifying Leads
  • Describe the Opportunity Management Process
  • Exercise: Lab: Work with Leads and Opportunities
  • Describe Dynamics 365 Sales Business Process Flows
  • Describe Sales Order Processing

Module 6: Describe Dynamics 365 Sales Capabilities and Related Apps

  • Introduction
  • Identify Additional Dynamics 365 Sales Capabilities and Related Apps
  • Explore a Dynamics 365 Sales Related Apps Business Scenario
  • Describe Sales Pipeline and Forecasting Concepts
  • Describe Use Cases for and Capabilities of Sales Insights
  • Describe Use Cases for and Capabilities of Linkedin Sales Navigator
  • Describe the Dynamics 365 Sales Mobile App
  • Describe Microsoft Sales Copilot

Module 7: Explore Dynamics 365 Customer Service

  • Introduction
  • Describe Use Cases for Dynamics 365 Customer Service
  • Explore a Dynamics 365 Customer Service Business Scenario
  • Describe the Case Lifecycle Including Service-Level Agreements (Slas) and Entitlements
  • Describe the Functionality for Workload Management
  • Describe Dynamics 365 Customer Service Business Process Flows
  • Describe Knowledge Management in Dynamics 365 Customer Service

Module 8: Describe Dynamics 365 Customer Service Capabilities and Related Apps

  • Introduction
  • Explore a Dynamics 365 Customer Service-Related Apps Business Scenario
  • Describe Omnichannel for Customer Service
  • Describe Reporting and Data Visualisation Options in Dynamics 365 Customer Service
  • Describe Dynamics Customer Voice Use Cases for Customer Service

Module 9: Explore Dynamics 365 Field Service

  • Introduction
  • Describe Use Cases for Dynamics 365 Field Service
  • Explore a Dynamics 365 Field Service Business Scenario
  • Describe the Work Order Lifecycle
  • Describe Inspections in Dynamics 365 Field Service
  • Describe the Dynamics 365 Field Service Mobile App

Module 10: Describe Dynamics 365 Field Service Scheduling Capabilities and Related Apps

  • Introduction
  • Describe Resource and Scheduling Processes
  • Explore a Dynamics 365 Field Service-Related Apps Business Scenario
  • Describe Asset Management and Customer Assets
  • Describe Connected Field Service for Dynamics 365

 

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Who should attend this Microsoft Dynamics 365 Fundamentals (CRM) MB910 Course?

This Microsoft Dynamics 365 Fundamentals (CRM) MB910 Course is designed to provide professionals with a foundational understanding of the Dynamics 365 Customer Engagement application. Below are the professionals who can have benefit from this course:

  • Sales Professionals
  • Marketing Professionals
  • Customer Service Representatives
  • CRM Administrators
  • Customer Engagement Consultants
  • CRM Project Managers
  • Consultants

Prerequisites of the Microsoft Dynamics 365 Fundamentals (CRM) MB910 Course

There are no formal prerequisites for this Microsoft Dynamics 365 Fundamentals (CRM) MB910 Course. However, a basic knowledge of customer engagement principles, business operations, and cloud computing can be beneficial for delegates before pursuing this course.

Microsoft Dynamics 365 Fundamentals (CRM) MB910 Course Overview

The Microsoft Dynamics 365 MB910 Training is essential for integrating all aspects of Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP). It empowers businesses to streamline processes and enhance efficiency across various departments.

Understanding Dynamics 365 is crucial for professionals in sales, customer service, and IT management. A Dynamics 365 Course equips them with the skills to optimise customer interactions and improve operational effectiveness, making it a must-have competency in today’s digital economy.

This intensive 1-day training session by The Knowledge Academy focuses on laying a strong foundation in Microsoft Dynamics 365 Certification essentials. Delegates will gain hands-on experience, enabling them to implement and manage Dynamics 365 solutions effectively within their organisations.

Course Objectives

  • To understand the core functionalities of Dynamics 365 CRM
  • To learn to configure and customise Dynamics 365 settings
  • To develop skills to manage customer relationships effectively
  • To gain insights into integrating Dynamics 365 with other tools
  • To prepare for the Dynamics 365 Certification exam

Upon completion, delegates will have a robust understanding of how to use Microsoft Dynamics 365 to enhance business operations, manage customer data, and drive sales performance efficiently. They will be well-prepared to undertake further certifications and implement solutions practically.

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What’s included in this Microsoft Dynamics 365 Fundamentals (CRM) MB910 Course?

  • World-Class Training Sessions from Experienced Instructors 
  • Digital Delegate Pack

Why choose us

Our Brisbane venue

Includes..

Free Wi-Fi

To make sure you’re always connected we offer completely free and easy to access wi-fi.

Air conditioned

To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

Brisbane is the capital city of the Australian state – Queensland and is situated around 450 miles north from Sydney and around 590 miles north-east of Canberra. It has one of the highest populations in Australia of 2.3 million just in the metropolitan area, with the urban conurbation reaching a population of more than 3.4 million people. Queensland is situated in the north-east of the country. As of 2010 Brisbane was named one of the top ten most beautiful cities in the world largely because of its modern architecture, luxurious green spaces and the enormous Brisbane River. Brisbane is known internationally for holding the final Goodwill Games in 2001 as well as hosting the 2014 G20 Brisbane summit and the 2003 Rugby World Cup. Brisbane has experienced consistent economic growth and is regarded as one of the major business hubs of Australia. Biotechnology and research facilities are important to the growth of the economy and the government have invested in several universities in Brisbane. Tourism makes up an important part of the Brisbane economy and is the third most popular destination to visit after Sydney and Melbourne. Brisbane is known for having the world’s first koala sanctuary which opened in 1927. Brisbane has many universities and colleges including the University of Queensland which is a public research university and the oldest university in the state of Queensland. It is also a Sandstone university and is consistently within the top 1% worldwide. Other universities include Griffith University and the Queensland University of Technology. There are also a number of universities that provide a range of vocational courses such as the Brisbane North Institute of TAFE. Brisbane is also known for a variety of independent tertiary providers such as the Australian College of Natural Medicine. There are a range of privately run Roman Catholic, Lutheran, and other Christian schools. 

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Address

Contact us for more information

T: +61 272026926

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Microsoft Certified: Dynamics 365 Fundamentals (CRM) Training. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

Unlock your potential with The Knowledge Academy's Microsoft Certified: Dynamics 365 Fundamentals (CRM) Training, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.

Experience the most sought-after learning style with The Knowledge Academy's Microsoft Certified: Dynamics 365 Fundamentals (CRM) Training. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led Microsoft Certified: Dynamics 365 Fundamentals (CRM) Training sessions.

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Highly experienced trainers

Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience

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State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible

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Small class sizes

Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment

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Great value for money

Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value

Streamline large-scale training requirements with The Knowledge Academy's In-house/Onsite at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.

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Tailored learning experience

Leverage benefits offered from a certification that fits your unique business or project needs

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Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.

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Team building opportunity

Our offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings

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Monitor employees progress

The course know-how will help you track and evaluate your employees' progression and performance with relative ease

What our customers are saying

Microsoft Certified: Dynamics 365 Fundamentals (CRM) Training FAQs

Please arrive at the venue at 8:45am.
We can provide support via phone & email prior to attending, during and after the course.
Delegate pack consisting of course notes and exercises, Manual, Experienced Instructor, and Refreshments
This course is 1 days
Once your booking has been placed and confirmed, you will receive an email which contains your course location, course overview, pre-course reading material (if required), course agenda and payment receipts
The training fees for Microsoft Dynamics 365 Fundamentals (CRM) MB910in Brisbane starts from AUD2295
The Knowledge Academy is the Leading global training provider for Microsoft Dynamics 365 Fundamentals (CRM) MB910.
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Why choose us

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Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.

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Trusted & Approved

Microsoft Dynamics 365 Training

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Many delivery methods

Flexible delivery methods are available depending on your learning style.

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High quality resources

Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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