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Certification BootCamp for Exam MB-910: Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM)

MB-910

Duration: 2 Days

Description

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

This exam covers the features and capabilities of Microsoft Dynamics 365 customer engagement apps.

Candidates for this exam should have general knowledge of or relevant working experience in an Information Technology (IT) environment. They should also have a fundamental understanding of customer engagement principles and business operations.

Course Outline

  • Module 1: Describe Dynamics 365 Marketing
  • Module 2: Describe Dynamics 365 Marketing
  • Module 3: Describe Dynamics 365 Customer Service
  • Module 4: Describe Dynamics 365 Customer Service
  • Module 5: Describe Project Operations
  • Module 6: Describe shared features

To know more about the course outline, click here.

Why CloudThat?

Today, the demand for professionals skilled in Microsoft (MS) Dynamics 365 or Power Platform is relatively high. Getting certified in MS Dynamics can help IT professionals set their career path on the right

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Objectives

After successful completion of this MB-910 training course, candidates will be able to:

  • Describe Dynamics 365 Marketing
  • Describe Dynamics 365 Sales
  • Describe Dynamics 365 Customer Service
  • Describe Dynamics 365 Field Service
  • Describe Project Operations
  • Describe shared features

Who Should Attend

This exam covers the features and capabilities of Microsoft Dynamics 365 customer engagement
apps.
Candidates of this exam should have general knowledge of or relevant working experience in an
Information Technology (IT) environment. They should also have a fundamental understanding
of customer engagement principles and business operations.

Prerequisites

As the prerequisites of Microsoft exam MB-910, learners should have a fundamental understanding of customer engagement principles and business operations. An understanding of cloud computing is helpful, but isn’t necessary.

Course Outline

Module 1: Describe Dynamics 365 Marketing
Identify Dynamics 365 Marketing capabilities

  • describe how to target customers by using segments and subscription lists
  • describe the lead generation and qualification process including lead scoring
  • describe customer journeys
  • describe event management features and capabilities
    Describe related marketing apps
  • describe the capabilities of LinkedIn Campaign Manager
  • describe the capabilities of Dynamics 365 Customer Voice
  • describe the capabilities of Dynamics 365 Customer Insights including audience insights
    and experience insights

    Module 2:Describe Dynamics 365 Sales

    Describe the Dynamics 365 Sales lifecycle

  • describe leads and the process for qualifying leads
  • describe the opportunity management process
  • describe the quote lifecycle
  • describe use cases for orders and invoices
  • describe processes and tools used for forecasting sales
    Describe related sales apps
  • describe capabilities of Dynamics 365 Sales Insights
  • describe capabilities of LinkedIn Sales Navigator

    Module 3: Describe Dynamics 365 Customer Service

    Describe Dynamics 365 Customer Service components

  • describe cases, queues, and entitlements
  • describe Knowledge Management
  • describe service-level agreements (SLAs)
    Describe related customer service apps
  • describe Omnichannel for Customer Service
  • describe Connected Customer Service
  • describe Customer Service Insights

    Module 4: Describe Dynamics 365 Field Service

    Describe the work order lifecycle

  • describe the lifecycle of a work order including work order creation
  • describe sources for work orders including cases, opportunities, IoT device sensor alerts,
    and agreements
  • describe capabilities for the Inspections feature
    Describe scheduling capabilities
  • describe resource management capabilities including skills, and proficiency models
  • identify available Universal Resource Scheduling (URS) scheduling options including
    Schedule Assistant, Resource Schedule Optimization (RSO), and geolocation for
    technicians
  • describe how Dynamics 365 Field Service uses artificial intelligence (AI) to help
    organizations become more efficient
    Describe inventory and asset management capabilities
  • describe inventory management transaction types
  • describe customer asset management and preventive maintenance processes
  • describe options for performing proactive customer asset maintenance by implementing
    IoT

    Module 5: Describe Project Operations

    Identify Project Operations capabilities

  • describe project components including contracts, stages, assignments, and fixed price
    versus time and material estimates versus retainer contracts
  • identify views and reports that aid a project service company in making decisions
    Describe project sales capabilities
  • describe the process for converting leads into projects
  • describe opportunity management and quote management for project-based and
    product-based quotes
  • describe use cases for project contracts
    Describe project planning and resource management capabilities
  • describe allocation methods, tasks, subtasks, and assignments
  • describe time and expenses entry, and entry approvals
  • describe resource skills and proficiency models
  • identify Interactive Gantt charts, Kanban boards, Resource Utilization boards, and
    Schedule boards

    Module 6: Describe shared features

    Identify common customer engagement features

  • describe customers and activities
  • describe the product catalog
  • describe price lists, discounts, and currencies
  • describe cases
  • describe resources
    Describe reporting capabilities
  • describe built-in reporting capabilities including dashboards, charts, views, and Report
    Wizard
  • describe options for exporting data to Microsoft Excel
  • describe options for analyzing data by using Power BI
    Describe integration options
  • describe Microsoft Teams integration capabilities
  • describe use cases for integrating with Microsoft Excel and Microsoft Word
  • describe options for managing documents by using SharePoint Online
  • describe email integration capabilities

About The Trainer

A Microsoft certified trainer.

Other Details

For latest batch dates, fees, location, technical queries and general inquiries, contact our sales team at: +91 8880002200 or email at sales@cloudthat.in.

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