Training - Dynamics 365

Exam MB-910: Microsoft Dynamics 365 Fundamentals (CRM)

Describe Dynamics 365 Marketing

  • Describe Dynamics 365 Marketing Capabilities:
      • Describe the process for generating and scoring leads by using marketing forms and pages
      • Describe how to target customers by using segments and subscription lists
      • Describe email marketing concepts and processes
      • Describe the process of automating marketing activities by using customer journeys
      • Describe event management features and capabilities including Microsoft Teams webinars
  • Describe Marketing-Related Apps:
      • Describe the capabilities of Dynamics 365 Customer Insights including Audience Insights
        and Engagement Insights
      • Describe the capabilities of Dynamics 365 Customer Voice

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 sales pipeline forecasting concepts
  • Describe Sales-Related Apps:
      • Describe capabilities of Dynamics 365 Sales Insights
      • Describe capabilities of LinkedIn Sales Navigator

Describe Dynamics 365 Customer Service

  • Describe Dynamics 365 Customer Service Components:
      • Describe Knowledge Management
      • Describe the case lifecycle including service-level agreements (SLAs) and entitlements
      • Describe how to use queues to manage work

Describe Dynamics 365 Field Service

  • Describe Field Service Capabilities:
      • Describe the work order lifecycle
      • Describe capabilities of the Inspections feature
      • Describe customer asset management and preventive maintenance processes
  • Describe Scheduling Capabilities:
      • Describe resource and scheduling processes
      • Describe scheduling options including Schedule Assistant and Resource Schedule
        Optimization (RSO)
      • Describe how to enable proactive customer asset maintenance by using Connected Field

Describe Shared Features

  • Identify Common Customer Engagement Features:
      • Describe Microsoft Dataverse as the foundation for Dynamics 365 apps
      • Describe built-in reporting capabilities including dashboards, charts, and views
      • Describe customers and activities
  • Describe Integration Options:
      • Describe Microsoft Teams integration capabilities
      • Describe email capabilities including App for Outlook
      • Describe how Microsoft Excel and Microsoft Word can be used with Dynamics 365 apps
      • Describe options for analyzing data by using Power BI

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