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

Algemene omschrijving

In het huidige concurrerende zakelijke landschap is het beheren van klantrelaties cruciaal voor succes. Microsoft Dynamics 365 CRM biedt krachtige hulpmiddelen om klantgegevens te beheren, interacties te volgen en verkoopprocessen te optimaliseren, wat leidt tot verbeterde klanttevredenheid en bedrijfsgroei. Door deze training te volgen leer je hoe jij deze hulpmiddelen effectief in kunt zetten om jouw bedrijf te laten groeien.

De training Microsoft Dynamics 365 Fundamentals (CRM) (MB-910) is een essentiële inleiding voor iedereen die de basisprincipes van customer relationship management (CRM) binnen het Microsoft Dynamics 365-platform wil begrijpen. Deze training is ontworpen om nieuwe gebruikers en aspirant-professionals een grondige kennismaking te bieden met de functies en mogelijkheden van Microsoft Dynamics 365 CRM.

De MB-910-training biedt een diepgaand inzicht in hoe Microsoft Dynamics 365 CRM bedrijfsprocessen kan stroomlijnen en versterken. Je zult leren hoe jij klantgegevens kunt organiseren en hoe jij deze toegankelijk kunt maken en analyseren om betere zakelijke beslissingen te nemen. Ook zul je vertrouwd raken met de integratie van CRM met andere applicaties binnen Microsoft Dynamics 365. Hierdoor krijg jij een holistisch beeld van de bedrijfsfuncties die Microsoft Dynamics 365 te bieden heeft.

Doelgroep

Deze training is voornamelijk geschikt voor functionele consultants die willen leren hoe zij optimaal gebruik kunnen maken van Microsoft Dynamics 365.

Leerdoelen

Door deze training te volgen zul je de volgende kennis en vaardigheden verkrijgen:

• De mogelijkheden en functionaliteit van Microsoft Dynamics 365 Marketing beschrijven.
• De mogelijkheden en functionaliteit van Microsoft Dynamics 365 Sales beschrijven.
• De mogelijkheden en functionaliteit van Microsoft Dynamics 365 Customer Service beschrijven.
• De mogelijkheden en functionaliteit van Microsoft Dynamics 365 Field Service beschrijven.
• De kernmogelijkheden van applicaties voor klantenbinding binnen Microsoft Dynamics 365 beschrijven.

Voorkennis

Voordat je deelneemt aan deze training is het van belang dat jij basiskennis hebt van de principes binnen klantenbinding. Daarnaast raden wij aan dat jij beschikt over kennis van cloud computing.

Onderwerpen

MB-910 | Module 1: Examine the core capabilities of Microsoft Dynamics 365 customer engagement apps

This module serves as an introduction to the shared features for the customer engagement apps. Learners are introduced to Microsoft Dataverse, and how data is made accessible and managed in the customer engagement apps, from shared entities to searching and filtering data and finally, available reporting and integration options.

Lessons:

• Navigate the Dynamics 365 customer engagement apps.
• Explore common Dynamics 365 activities and integration options.

Lab: Validate lab environment and work with the customer engagement apps

Lab: Manage Customers and Activities

After completing this module, students will be able to:

• Describe the different Dynamics 365 customer engagement applications.
• Describe Microsoft Dataverse and how it is used.
• Describe how to search and filter data.
• Describe the process for working with customers and activities.
• Describe available reporting options.
• Describe available integration options.

MB-910 | Module 2: Learn the fundamentals of Dynamics 365 Marketing

This module introduces learners to the core capabilities of Dynamics 365 Marketing. In the first lesson you will learn about the core product capabilities to support key marketing tasks, from email marketing to segments and customer journeys. The next lesson covers event management, as well as Dynamics 365 Customer Voice for customer surveys and Dynamics 365 Customer Insights for AI-based analytics.

Lessons:

• Explore Dynamics 365 Marketing.
• Explore other marketing capabilities and apps.

Lab: Create a Segment

Lab: Create a Customer Journey

After completing this module, students will be able to:

• Describe the use cases for Dynamics 365 Marketing.
• Describe segments and how they are used.
• Describe customer journeys.
• Describe how to generate and qualify leads.
• Describe event management.
• Describe how to capture customer feedback with Dynamics 365 Customer Voice.
• Describe how to use Dynamics 365 Customer Insights.

MB-910 | Module 3: Learn the fundamentals of Dynamics 365 Sales

This module provides an introduction to Dynamics 365 Sales, focusing on managing leads, lead qualification, opportunities and sales orders as part of the standard sales lifecycle. Then we shift our attention to sales forecasting and the use of LinkedIn Sales Navigator and Dynamics 365 Sales Insights for improved relationship selling.

Lessons:

• Examine Dynamics 365 Sales.
• Use sales capabilities.

Lab: Create and manage a Lead

Lab: Create and manage an Opportunity

After completing this module, students will be able to:

• Describe the typical sales lifecycle.
• Describe the process for creating and managing leads, opportunities and quotes.
• Describe the use of business process flows in Dynamics 365 Sales.
• Describe sales forecasting.
• Describe additional sales apps such as Sales Insights and Sales Navigator.

MB-910 | Module 4: Learn the Fundamentals of Dynamics 365 Customer Service

This module provides an introduction to Dynamics 365 Customer Service. We begin with the standard case mangement business processes and how Customer Service addresses those. Then we examine the product capabilities, including business process flows, entitlements and SLAs, and knowledge management. Finally, we cover Omnichannel for Customer Service and historical analytics.

Lessons:

• Explore Dynamics Field Service.
• Examine knowledge management in Dynamics 365 Customer Service and related apps.

Lab: Create and publish a Knowledge Base article

Lab: Create and manage Cases

After completing this module, students will be able to:

• Describe use cases for Dynamics 365 Customer Service.
• Describe the case lifecycle.
• Describe queues, entitlements and SLAs.
• Describe Knowledge Management options.
• Describe Omnichannel for Dynamics 365 Customer Service.
• Describe Customer Service Historical Analytic reports.

MB-910 | Module 5: Learn the Fundamentals of Dynamics 365 Field Service

This module provides an introduction to Dynamics 365 Field Service. We begin with a discussion of the work order lifecycle. Then we examine the product capabilities, including work order generation, inspections, scheduling, asset management and Connected Field Service.

Lessons:

• Explore Dynamics 365 Field Service.
• Describe the scheduling process.

Lab: Create work orders in Dynamics 365 Field Service

Lab: Create an Inspection

After completing this module, students will be able to:

• Describe Dynamics 365 Field Service use cases.
• Describe the field service business process.
• Describe the work order lifecycle.
• Describe inspections.
• Describe the scheduling capabilities of Dynamics 365 Field Service.
• Describe asset management.
• Describe Connected Field Service.

Additional Reading

Please review the content associated with this course on Microsoft Learn. Please note that there is a separate learning path per product.