Microsoft MB-910 Cert Course: Dynamics 365 Fundamentals-CRM

Explore a high-level overview of Dynamics 365, define what it is, and review the Dynamics 365 business applications.

Dynamics 365 offers intelligent, modular applications on a single cloud platform, enabling integration, enhancement, and digital transformation across four pillars: engaging customers, empowering employees, optimizing operations, transforming products.

Overview of dynamics 365 customer engagement apps—sales, marketing, customer service, and field service—and their integration with the Power Platform and other Microsoft applications, plus distinctions from ERP offerings.

Trace the evolution of business applications, highlight push for easier integration and enhancement capabilities, and preview four pillars of digital transformation with Dynamics 365 customer engagement apps and shared elements.

Explore the principles and benefits of cloud computing, define what cloud computing is, and review deployment options for Dynamics 365.

Learn how cloud computing rents resources from providers, with pay-for-what-you-use, and compare traditional data centers to the three service models: IaaS, PaaS, and SaaS.

Explore the benefits of cloud computing, including lower costs, OpEx over CapEx, elastic global scaling, fast on-demand provisioning, improved performance, security, reliability, and GDPR compliance through tools like Compliance Manager.

Compare cloud deployment options for Dynamics 365, including public, private, and hybrid models. Explore Azure DevOps, Dynamics 365 Lifecycle Services, and the Power Platform Admin Center for deployment.

Review cloud computing models, including IaaS, PaaS, and SaaS, with Dynamics 365 as SaaS, deployment options public, private, or hybrid, and tools such as Azure, DevOps, and Dynamics Lifecycle Services.

Explore the fundamentals of marketing, identifying needs, wants, and demands, and learn how to engage prospects and convert them to customers using Dynamics 365 Marketing.

Drive lead generation and scoring with marketing forms, pages, and emails in Dynamics 365 Marketing, and leverage segmentation, email marketing, and customer journeys to manage events.

Explore Dynamics 365 Customer Voice for cross-channel surveys and alerts, and Dynamics 365 Customer Insights for unified customer profiles that drive personalized journeys.

Explore the fundamentals of marketing, review the end-to-end capabilities of Dynamics 365 Marketing, and learn how two related apps integrate to extend its capabilities.

Discover the key capabilities of Dynamics 365 Sales, covering the sales lifecycle, including lead management, qualification, opportunity management, quotes, and forecasting, plus Dynamics 365 Sales Insights and LinkedIn Sales Navigator.

Explore the Dynamics 365 sales lifecycle, including lead management, qualification, opportunity management, quotes, orders, invoices, forecasting, and the timeline and assistant features for a streamlined pipeline.

Explore two sales apps—Dynamics 365 Sales Insights and LinkedIn Sales Navigator—offering AI-driven relationship management, predictive lead and opportunity scoring, auto capture, email engagement, and integrated LinkedIn insights for smarter sales.

Examine a Dynamics 365 sales demo where a rep moves a lead to an opportunity, progresses through develop to propose to win stages, and creates quotes and orders.

Review the key Dynamics 365 sales features, including lead management, qualification, opportunity management, quote lifecycle, and pipeline forecasting, plus Dynamics 365 Sales Insights and LinkedIn Sales Navigator integration.

Explore Dynamics 365 customer service to understand the case management lifecycle, service level agreements and entitlements, queue management, and knowledge management for timely issue resolution.

Navigate the Dynamics 365 customer service case management lifecycle from intake to resolution, featuring end-to-end routing, queues, entitlements, SLAs, and KPIs.

Explore how Dynamics 365 uses queues and routing rules to route cases to gold, silver, and bronze queues, and how agents grab cases into personal queues for resolution.

Explore knowledge management in Dynamics 365 Customer Service, enabling agents to create, translate, and publish rich knowledge articles with an approval workflow for internal and external self-service support.

Dynamics 365 customer service demo guides agents through the tier one dashboard to review active cases, prioritize high-priority issues, and follow the identify-research-resolve process.

Explore Dynamics 365 customer service capabilities, including case management lifecycle, service level agreements and entitlements, queue management, knowledge articles for agents and customer self-service, plus a quick demo.

Explore Dynamics 365 Field Service to deliver onsite services, covering work order management, worker lifecycle inspections, preventative maintenance, inventory management, and scheduling with proactive asset management in connected field service.

Explore the dynamics of field service work orders in Dynamics 365, covering the end-to-end lifecycle, automatic creation sources, inspections, preventative maintenance, scheduling, and inventory management.

Explore Dynamics 365 field service scheduling capabilities, including the schedule board, schedule assistant, resource scheduling optimization, universal resource scheduling, and connected field service for proactive IoT-driven maintenance.

Explore how Dynamics 365 field service enables onsite work, work order lifecycle, preventative maintenance, inspections, and connected field service with manual, automatic, and automated scheduling.

Explore the shared features across 65 Dynamics 365 customer engagement apps, including data verse, searching and filtering data, dashboards, charts and views, with Teams, Outlook, Excel, Word, and Power BI.

Explore Dynamics 365 customer engagement features built on the Power Platform and data verse, including customers, activities, search and filtering, and built-in reporting such as dashboards and views.

Discover how Dynamics 365 integrates with Teams, Outlook, Word, Excel, and Power BI to enable seamless collaboration, record pinning, co-authoring, and in-app analytics.

Explore how Power Platform and Microsoft data verse enable extensibility across Dynamics through 65 customer engagement apps, with data search, built-in reporting, and Teams, Outlook, Excel, and Power BI integrations.

Explore an introduction to Dynamics 365, its digital transformation impact, an overview of the Dynamics 365 business applications, and the role of artificial intelligence and mixed reality within the platform.

Explore Dynamics 365 fundamentals and prepare for the MB 901 exam, covering platform components, AI and mixed reality use cases, security, deployment, and model-driven apps.

Explore what Dynamics 365 is—a modular set of intelligent business applications on a single platform. Leverage AI-driven insights to predict and recommend actions, enabling proactive, end-to-end visibility and transformation.

Explore how digital transformation, powered by dynamics 365, integrates data across customer engagement, employee enablement, operations, and product transformation to drive intelligent predictions and actions.

Discover Dynamics 365 business applications overview, covering CRM such as sales, marketing, service, and field service, ERP such as finance, commerce, HR, SCM, and Business Central, plus integration templates.

Discover how artificial intelligence in Dynamics 365 enables data-driven decisions, natural interactions, and proactive insights through built-in and add-on AI services.

Explore how mixed reality blends physical and digital worlds in Dynamics 365, emphasizing augmented reality with HoloLens for training, collaboration, and product visualization.

We highlight the evolution of business applications, the need for easier integration and enhancement capabilities, and Microsoft’s four pillars of digital transformation with Dynamics 365, artificial intelligence, and mixed reality.