MB-910: Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM) Course Overview

Note: The MB-910 and MB-920 is the new version of MB-901 exam which expired on June 30, 2021.

This Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (MB-910) certification training course from CloudThat is ideal for tech-savvy individuals having basic knowledge of business functions like sales, marketing, support lifecycles, and services. This exam MB-910 provides candidates fundamental understanding of customer engagement features and capabilities of Dynamics 365 apps.

Candidates taking up this MB-910 certification course are introduced to Dynamics 365 Sales, Dynamics 365 Marketing, Dynamics 365 Field Service, Dynamics 365 Customer Service, and shared features.

 

After completing Microsoft Dynamics 365 CRM Training, students will be able 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)

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MB-910 Certification Key Features

  • Our MB-910 training modules have 50% -60% hands-on lab sessions to encourage Thinking-Based Learning (TBL).

  • Interactive-rich virtual and face-to-face classroom teaching to inculcate Problem-Based Learning (PBL).

  • Microsoft certified instructor-led training and mentoring sessions to develop Competency-Based Learning (CBL).

  • Well-structured use-cases to simulate challenges encountered in a Real-World environment.

  • Integrated teaching assistance and support through experts designed Learning Management System (LMS) and ExamReady platform.

  • Being a Microsoft Learning Partner provides us with the edge over competition.

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  • The Microsoft MB-910 certification training course is for 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.

Prerequisites for the course

Prerequisites for the course

Salient MB-910 Training Benefits

  • Provides comprehensive understanding of Dynamics 365 Customer Engagement.
  • Opens a plethora of job opportunities.
  • Certified professionals earn more than non-certified professionals.
  • Globally recognized certification.
  • Demonstrates skills and knowledge needed to manage Dynamics 365 solutions.
  • Continuous learning with the latest updates and developments.
  • Opportunity to become a Dynamics 365 consultant, business analyst, developer, solution architect, or project manager.
  • Validates fundamental concepts and features of Dynamics 365 Customer Engagement.
  • Enhances knowledge of CRM tools and techniques.
  • Improves professional credibility and recognition in the IT industry.

Here are 10 Important Aspect of MB-910 Certification

  • The exam tests a candidate's understanding of the basics of Dynamics 365 CRM, including its components and functionalities.
  • The exam covers the deployment and configuration of Dynamics 365 CRM, including setting up users, security, and access.
  • Candidates must understand the different modules and applications available in Dynamics 365 CRM, such as Sales, Customer Service, and Marketing.
  • The exam also tests a candidate's ability to create and manage records in Dynamics 365 CRM, such as accounts, contacts, leads, and opportunities.
  • Candidates must understand how to use Dynamics 365 CRM to automate business processes, such as workflows and business rules.
  • The exam covers the different types of reports and dashboards available in Dynamics 365 CRM and how to use them to gain insights into business operations.
  • Candidates must understand how to integrate Dynamics 365 CRM with other Microsoft products, such as Office 365 and Power Platform.
  • The exam tests a candidate's understanding of the importance of data quality in Dynamics 365 CRM and how to use tools to ensure data accuracy.
  • Candidates must be familiar with the different types of licensing available for Dynamics 365 CRM and how to select the right licensing model for their organization.
  • The exam MB 910 is intended for individuals who are new to Dynamics 365 CRM and are looking to gain a foundational understanding of the software.

MB-910 Certification Course Outline Download Course Outline

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

Hands-On:

  • Working with customer engagement apps
  • Manage Customers and Activities
  •  Search and filter data
  • Dynamics 365 Marketing Capstone Lab
  • Create a marketing email
  • Create a Segment in Dynamics 365 Marketing
  • Create a Customer Journey

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

Hands-On: Dynamics 365 Sales Capstone Lab

  • Create and qualify a Lead
  • Manage a sales Opportunity

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

Hands-On: Dynamics 365 Capstone Lab

  • Create and publish a Knowledge Article
  • Manage a support Case through its life cycle

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

Hands-On: Dynamics 365 Capstone Lab

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

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

Hands-On: Dynamics 365 Project Operations Capstone Lab

  • Create a project-based Lead
  • Manage a project-based Opportunity
  • Create a Project Quote and Project Estimate

    • By earning MB-910: Microsoft Dynamics 365 Fundamentals-CRM certification, you can be established as competent Microsoft certified professional.
    • Demonstrate essential digital skills at workspace.
    • On successful completion of Microsoft MB-901 course online, aspirants receive a Course Completion Certificate from us.
    • By successfully clearing the MB-910 exam, aspirants earn Microsoft Certification.

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Microsoft Dynamics 365 is a cloud-based platform that combines various business applications, including CRM, to help organizations manage customer relationships, sales, marketing, and service operations efficiently.

Microsoft Dynamics 365 is Low Code No Code Platform; you do not require coding knowledge to enter this domain. No, coding experience is not typically required to learn Microsoft Dynamics 365 CRM. Dynamics 365 CRM is designed to be a user-friendly platform that allows users to configure and customize the system without the need for coding skills.

Microsoft Dynamics CRM helps you to upskill your technical aspect of all CRM activities, it helps you to boost your career by adding new technology to your portfolio, and various career opportunities. You can pursue roles such as CRM consultant, CRM administrator, CRM analyst, sales/marketing manager, or customer service manager, depending on your interests and strengths.

Dynamics 365 CRM offers a comprehensive suite of integrated applications that seamlessly work together and can be easily customized to fit specific business needs. It also provides deep integration with other Microsoft products like Office 365, Power BI, and Azure.

Dynamics 365 CRM offers features such as contact and lead management, opportunity tracking, sales forecasting, marketing automation, customer service management, case management, analytics and reporting, and integration with other business systems.

Yes, Dynamics 365 CRM integrates seamlessly with other Microsoft products like Office 365, Outlook, Excel, and SharePoint. This integration allows for better collaboration, data synchronization, and improved productivity across various business functions.

Microsoft provides comprehensive training resources, including documentation, online courses, and tutorials, to help users learn and master Dynamics 365 CRM. Additionally, there is a community forum and dedicated support channels where users can seek assistance from Microsoft experts and the user community.

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