Mb-910: Microsoft Dynamics 365 Fundamentals (Crm) (Dec 22)

Learn about the principles behind Dynamics 365 Marketing, Sales, and Customer and Field Service. Covers MB-910 topics.

What you'll learn

Describe Dynamics 365 Marketing capabilities and related apps

Describe Dynamics 365 Sales lifecycle and related apps

Describe Dynamics 365 Customer Service components

Describe Dynamics 365 Field Service capabilities and scheduling capabilities

Identify common customer engagement features and integration options

Requirements

You need to know how to use a computer, and hopefully know how to use a spreadsheet.

No prior knowledge of any of Microsoft's Dynamics 365 apps or the Power Platform are required

You need Windows 7 SP1 or above, or for other machines an internet browser (Edge or Chrome preferred) to access most of the apps used in this course.

You need Windows 8 or 10 to access Power BI Desktop for one of the videos.

There is a 30-day refund guarantee of this Udemy course (see Udemy's refund policy).

Why not have a look at the curriculum below and see what you can learn?

Description

This course covers the content required for the MB-910 certification exam, current as per the MB-910 exam updates of 19 September 2022, with the minor updates as of 27 December 2022.What do people like you say about this course?Nick says: I think this is a Great course specially if your targeting the exam since all of the objectives here are discuss … I successfully passed the exam and this training was very helpfulAbdul says: Voice is so clear and proficient in English which can understand clearly. Thank you.! It's very helpful Mr. Burton. Your explanation is awesome..! Thanks again.!Jackson says: Fantastic course, the way everything is explained is so clear, especially in comparison to a lot of the other Dynamics material that exists out there which is either very hard to understand or completely off the point. This course gives the clarity and focus in spades. This course has been instrumental in grasping the concepts and tackling the exam for me.Silas says: Mr Phillip Burton this is the best course. I cleared mb 910 exam with 980 points today. Thank you very much.This course is the foundation for the Microsoft Certificate MB-910 "Microsoft Dynamics 365 Fundamentals (CRM)" for Microsoft's Customer Relationship Management apps.We'll start off with looking at Dynamics 365 generally, and all of features shared between the different apps. We'll look at the built-in reporting capabilities, customers and activities, and the integration of Microsoft Dataverse and Teams. We'll then look at Dynamics 365 Marketing. We'll look at the Dynamics 365 principles behind generating and scoring leads, segments and subscription lists, email marketing, event managing, and more.Next up is Dynamics 365 Sales. This includes the principles behind qualifying leads, the opportunity management process, the quote lifecycle, and the sales pipeline forecasting concepts.Then we'll briefly look at Dynamics 365 Customer Service, examining how to use queues to manage work, the case lifecycle, and Knowledge Management.The final item is Dynamics 365 Field Service. We'll look at the work order lifecycle, the Inspections feature, customer asset management, and resource and scheduling processes.No prior knowledge is required - we'll even see how to get a free Microsoft Dynamics 365 trial!There are regular quizzes to help you remember the information, so you can be sure that you are learning.Once you have completed this course, you will have a good introductory knowledge of the customer engagement features and capabilities of Dynamics 365 apps. And with some practice, you could even go for the official Microsoft certification MB-910 - wouldn't that look good on your CV or resume? And if you are an American college student, you might even get college credit for passing that exam.So, without any further ado, let's have a look at how you can use the Udemy interface, and then we'll have a look at the objectives for the exam and therefore the syllabus for this course.

Overview

Section 1: Introduction

Lecture 1 Introduction

Lecture 2 Welcome to Udemy

Lecture 3 How to get the best out of your Udemy course

Lecture 4 Do you want auto-translated subtitles in more languages?

Lecture 5 Resources

Lecture 6 Curriculum

Section 2: Identify common customer engagement features

Lecture 7 24a. Creating a trial Dynamics 365 Marketing environment

Lecture 8 24. Describe built-in reporting capabilities: views

Lecture 9 24. Describe built-in reporting capabilities: dashboards and charts

Lecture 10 25. Describe customers and activities

Lecture 11 23. Describe Microsoft Dataverse as the foundation for Dynamics 365 apps

Section 3: Describe Dynamics 365 Marketing capabilities

Lecture 12 1. Introduction to Marketing and generating by using marketing form and pages

Lecture 13 1. Scoring leads

Lecture 14 2. Describe how to target customers by using segments and subscription lists

Lecture 15 3. Creating the body of a marketing email

Lecture 16 3. Other email marketing concepts and processes

Lecture 17 4. Automating marketing activities by using customer journeys

Lecture 18 5. Event management features and capabilities including Microsoft Teams webinars

Lecture 19 NEW 5a. Real-time marketing concepts

Lecture 20 NEW 5a. Real-time marketing: Custom triggers

Lecture 21 24. Dynamics 365 Marketing Dashboards

Section 4: Describe marketing-related apps

Lecture 22 6. Capabilities of Dynamics 365 Customer Insights - Audience Insights

Lecture 23 * 6. Capabilities of Dynamics 365 Customer Insights - Engagement Insights

Lecture 24 7. Asking questions in Dynamics 365 Customer Voice

Lecture 25 7. Other capabilities of Dynamics 365 Customer Voice

Section 5: Describe the Dynamics 365 Sales lifecycle

Lecture 26 24a. Introduction to Dynamics 365 Sales

Lecture 27 8. Describe leads and the process for qualifying leads

Lecture 28 9. Describe the opportunity management process

Lecture 29 10, 10a. Describe the quote lifecycle, and order and invoice management

Section 6: Describe forecasting and sales-related apps

Lecture 30 11. Describe sales pipeline forecasting concepts

Lecture 31 12. Describe capabilities of Dynamics 365 Sales Insights

Lecture 32 13. Describe capabilities of LinkedIn Sales Navigator

Lecture 33 24. Dynamics 365 Sales Dashboards

Section 7: Describe Dynamics 365 Customer Service components

Lecture 34 24a. Introduction to Dynamics 365 Customer Service

Lecture 35 Service Management

Lecture 36 15. Describe the case lifecycle - creating a case

Lecture 37 15. Case lifecycle - Service Level Agreements (SLAs)

Lecture 38 15. Case lifecycle - entitlements

Lecture 39 16. Describe how to use queues to manage work

Lecture 40 NEW 16a. Omnichannel for Customer Service

Lecture 41 NEW 16b. Historical analytics

Lecture 42 14. Describe Knowledge Management

Lecture 43 24. Dynamics 365 Customer Service Dashboards

Section 8: Describe Field Service capabilities

Lecture 44 24a. Introduction to Dynamics 365 Field Service

Lecture 45 17. Describe the work order lifecycle

Lecture 46 18. Describe capabilities of the Inspections feature

Lecture 47 19 [22]. Describe customer asset management and preventive maintenance processes

Section 9: Describe scheduling capabilities

Lecture 48 22. Enable proactive customer asset maintenance by using Connected Field Service

Lecture 49 20. Describe resource and scheduling processes

Lecture 50 20, 21. Describe scheduling options - Schedule Board

Lecture 51 21. Describe scheduling options - Schedule Assistant

Lecture 52 21. Describe scheduling options - Resource Schedule Optimization (RSO)

Lecture 53 21, 24. Dynamics 365 Field Service Dashboards and Predictive Work Duration

Section 10: Describe integration options

Lecture 54 26. Describe Microsoft Teams integration capabilities

Lecture 55 27. Describe email capabilities including App for Outlook

Lecture 56 28. Describe how Microsoft Excel and Word can be used with Dynamics 365 apps

Lecture 57 29. Describe options for analyzing data by using Power BI

Section 11: Well done

Lecture 58 What's next

Lecture 59 Congratulations!

Lecture 60 Bonus Lecture

This course is for you if you want to understand what is available on Microsoft's Dynamics 365 Customer Relationship Management apps.,By the end of this course, after entering the official Practice Tests, you could enter (and hopefully pass) Microsoft's official MB-100 exam.,Wouldn't the "Microsoft Certified: Dynamics 365 Fundamentals (CRM)" certification look good on your CV or resume?