Microsoft Dynamics 365 Fundamentals (CRM) - MB-910

Explore use cases across Dynamics 365 Customer Insights- Journeys, Dynamics 365 Sales, Dynamics 365 Customer Service, and Dynamics 365 Field Service, from leads to quotes and work orders.

Create a 30-day free trial of Dynamics 365 Customer Insights - Journeys, including setup steps, sample data usage, and access to apps like Sales, Customer Service, and Field Service.

Navigate a model-driven Dynamics 365 environment to explore real-time journeys, manage contacts, use sorting and filters, and access charts, templates, and reports.

Explore built-in reporting in dynamics 365, including running individual reports, editing views, and dashboards and charts with filters, columns, and exports to Word, Excel, and PowerPoint.

Explore customers as accounts and contacts, and manage activities from the timeline, including appointments, emails, phone calls, tasks, notes, and attachments, with linking to accounts and queues.

Explore the Dataverse, a cloud SaaS database powering Dynamics 365 and the Power Platform, using tables (entities) with rows (records) and columns (fields), secured by role-based access.

Explore how the Microsoft Power Platform integrates with Dynamics 365, including canvas and model-driven Power Apps, Power Automate for automation, Power BI visualizations, and Power Virtual Agents for chatbots.

Learn to manage leads in Dynamics 365 Marketing, design customer journeys, and score leads and accounts, while importing data and capturing from landing pages and LinkedIn forms.

Qualify leads in Dynamics 365 Customer Insights Journeys through manual or automated qualification, guided by a lead scoring model, and convert qualified leads into opportunities.

Create and manage segments in audience to target customer journeys by combining contacts and leads with attribute and behavioural rules using Copilot queries.

Explore how to create and customize marketing emails using segments, personalization, and dynamic content. Import templates, design with content blocks, test across devices, and manage commercial and transactional emails.

Explore Dynamics 365 Marketing's event planning to manage online and in-person events, including agenda, speakers, sponsors, website, registration, attendance, room reservations, and leads, with Microsoft Teams webinars support.

Automate marketing with customer journeys in Dynamics 365, starting with triggers and goals, sending emails, texts, or push notifications, and using branching and A/B tests to optimize real-time campaigns.

Explore how Copilot integrates with Customer Insights journeys in Dynamics 365, enabling automated journey creation, email generation, and content ideas through prompts and tone options.

Dynamics 365 Customer Insights data brings together and transforms customer data from multiple sources, enriches it with audience intelligence, and personalizes experiences through profiling, automations, and power apps.

Create unified customer profiles by ingesting data from Azure Data Lake, Synapse Analytics, Power Query, and Dataverse, then deduplicate, map keys, and combine tables into a unified data view.

Explore measures, segments, and predictions in insights, using aggregations like sum and average, lifespan metrics, and Copilot-driven analyses for churn, product recommendations, and sentiment, or custom Azure ML models.

Explore Dynamics 365 Sales and the sales life cycle, including a 30 day trial. Qualify leads, develop opportunities, propose quotes, and close to create orders, fulfill, and invoice.

Gain hands-on skills to manage leads in Dynamics 365 CRM, enter new leads with contact details and budgets, track sources, and qualify them to become opportunities.

Learn how qualified leads become opportunities and are tracked in the deal manager workspace, with pipeline value, win/loss metrics, and a four-stage sales funnel from qualify to close.

Navigate the quote lifecycle in Dynamics 365 CRM, from creating and editing quotes with products, customers, and addresses to activating, revising, and converting them to orders and invoices.

Describe how to manage the product catalog with families and products, configure price lists and items, and define unit groups and related units for accurate selling and pricing.

Discover copilot for sales, activated by default in North American tenants; enable in app settings. Summarizes leads and opportunities, previews changes, assists meetings and emails, and surfaces account news.

Discover how LinkedIn Sales Navigator integrates with Dynamics 365 to find people, companies, and leads, message any LinkedIn user, and sync leads with crm under enterprise licensing.

Navigate the Dynamics 365 sales mobile app for iPhone or Android, search accounts, contacts, leads, and opportunities, create records and activities, view dashboards, and switch areas.

Explore Dynamics 365 sales dashboards across the Sales trial and Sales Hub, including open leads, pipeline by stage, and insights from the Opportunity Assistant.

Explore Dynamics 365 customer service with a free trial, learning omnichannel support, knowledge management, and the case lifecycle, including service level agreements, entitlements, and queues.

Explore the case lifecycle in the customer service hub, from creating cases and recording origins to routing, assigning, resolving, and linking related cases through knowledge articles and scripts.

Configure service level agreements in the dynamics 365 customer service admin center by creating sla kpis for cases, setting response timers, pause conditions, and activating the sla.

Explore entitlements in Microsoft Dynamics 365 CRM, defining terms, channels, and products, activating and renewing entitlements, and applying them to cases alongside service level agreements.

Master knowledge management for cases by searching knowledge articles, linking or emailing them, and creating from cases or templates with keywords and rich content.

Describe how Copilot in customer service is enabled and used to assist agents with chat and email drafting, knowledge base responses, and case summarization.

Explore use cases for agent productivity tools in Dynamics 365, including agent scripts, knowledge search, copilot, Smart Assist, macros, and custom productivity tools to streamline cases.

Master unified routing in customer service and omnichannel centers. Create and manage advanced queues, assign methods, set operation hours, and configure overflow actions for smooth routing.

Explore the agent inbox in customer service, managing assigned and unassigned cases across SMS, Chat, WeChat, Facebook, LINE, WhatsApp, and Teams; configure Agent Experience Profiles and user access.

Automate customer feedback with Dynamics 365 Customer Voice by designing surveys, applying templates, and sending when a case is resolved; let responses feed the case timeline via automation.

Explore Dynamics 365 customer service dashboards, including manager, operations, performance, representative, social, knowledge manager, and tier 1/2 dashboards, with filters and timeframes for monitoring cases, SLA, and knowledge articles.

Describe the work order lifecycle in Dynamics 365 Field Service. Learn how a work order is created, scheduled, booked, executed with signature, reviewed, and posted for invoicing.

Discover the inspections feature, virtual forms used in service task types within work orders, covering safety protocols, pass/fail tests, interviews, audits, and mobile field service app use.

Describe how to manage customer assets: creation, categorization, functional locations, and relationships to work orders. Explain preventive maintenance via service delivery agreements, biannual bookings, auto-generated work orders, and preferred resources.

Discover Copilot in field service, which creates and summarizes work orders from bookings, history, parts, and assets. Update work orders and statuses via language in the mobile app or Outlook.

Explore how connected field service uses IoT data to monitor assets and devices, generate anomaly alerts, and enable proactive maintenance with Azure IoT Hub and Azure IoT Central.

Explore resource types and attributes in scheduling for Dynamics 365, including accounts, contacts, subcontractors, users, equipment, crew, facility, pool, time off requests, work hours, and capacity.

Describe how the schedule assistant filters resources by work orders and requirements, then books suitable resources using start and end dates, territories, and organizational units.

Explore Dynamics 365 field service dashboards and predictive work duration. See administrator and connected dashboards, with AI-based duration estimates and reports on upcoming, territory, and resource duration.