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

Algemene omschrijving

The MB-910 E-Learning is entirely in English. As a Dutch IT training provider, we offer the information on this page in Dutch. At the bottom of the page, you will find a brief summary in English. The topics within the MB-910 E-Learning package itself are described in English.

Wil jij een sterke basis leggen in Dynamics 365 customer engagement apps? De MB-910 E-Learning biedt een uitgebreide inleiding op de applicaties binnen Microsoft Dynamics 365 voor klantbetrokkenheid. Door de MB-910 E-Learning door te nemen, zul je ontdekken hoe deze applicaties geïntegreerd kunnen worden met Microsoft Power Platform en Microsoft Dataverse. Tevens leer je hoe Microsoft Dynamics 365 kan worden ingezet voor klantinteractie, gegevensbeheer en naadloze bedrijfsprocessen Hierdoor zul je een beter inzicht krijgen in de mogelijkheden van deze krachtige Microsoft-oplossingen.

Verder zul je met de MB-910 E-Learning leren over de kernfunctionaliteiten van Dynamics 365 Sales en Customer Insights. Je leert bijvoorbeeld om klantdata te beheren, leads (potentiële klanten) op te volgen en om verkoopprocessen te optimaliseren. Daarnaast zul je met de MB-910 E-Learning ontdekken hoe Dynamics 365 Customer Insights kan worden gebruikt om klantreizen te analyseren en te personaliseren. Deze kennis en vaardigheden stellen jou in staat om klantgerichte strategieën te ontwikkelen die om de bedrijfsvoering effectiever laten te verlopen.

De MB-910 E-Learning bestaat uit het MB-910 cursusmateriaal, een labomgeving (die 180 dagen toegankelijk is), een MeasureUp oefenexamen en een MB-910 examenvoucher. Naast theoretische kennis, zul je praktische vaardigheden verkrijgen om de applicaties binnen Microsoft Dynamics 365 optimaal te gebruiken. Daarnaast zul je leren hoe Copilot jou kan ondersteunen bij analyses en besluitvorming. Na het afronden van de MB-910 E-Learning, zul je het MB-910 examen met succes af kunnen leggen om de MB-910 certificering te behalen.

Doelgroep

De MB-910 E-Learning is geschikt voor verscheidene professionals die kennis willen maken met de functionaliteiten binnen Microsoft Dynamics 365 met betrekking tot klantbetrokkenheid.

Dit betreft met name de volgende mensen:

• ICT-professionals en ICT-consultants die met Microsoft-technologieën werken en inzicht willen krijgen in de klantgerichte toepassingen binnen Dynamics 365.
• Belanghebbenden en managers die willen begrijpen hoe Dynamics 365 klantinteracties, verkoopprocessen en bedrijfsstrategieën kan verbeteren.
• Projectmanagers die betrokken zijn bij de implementatie van Dynamics 365-oplossingen en inzicht willen krijgen in de functionaliteiten en mogelijkheden.
• Sales- en marketingprofessionals die klantrelaties willen optimaliseren, leads willen beheren en verkoopprocessen willen verbeteren met behulp van Dynamics 365 Sales en Customer Insights.

Wat is inbegrepen

De MB-910 E-Learning biedt een complete leerervaring om jou optimaal voor te bereiden op het gebruik van Dynamics 365 customer engagement apps en het afleggen van het MB-910 examen.

Hier is een overzicht van de inhoud van de MB-910 E-Learning:

• MB-910 cursusmateriaal
  • Het MB-910 cursusmateriaal bestaat uit diepgaande uitleg over de basisprincipes van Dynamics 365 customer engagement apps.
• Praktische labopdrachten
  • Verkrijg 180 dagen lang toegang tot een interactieve labomgeving waarin je aan labopdrachten zult werken die realistische scenario’s nabootsen binnen Microsoft Dynamics 365.
• MeasureUp oefenexamen
  • Toets jouw kennis met een MeasureUp oefenexamen en krijg een goede indruk van de vraagstelling binnen het MB-910 examen.
• MB-910 examenvoucher
  • Met een MB-910 examenvoucher kun jij het MB-910 examen afleggen en de MB-910 certificering behalen.

Voorkennis

Voordat je begint met de MB-910 E-Learning, is het van belang dat jij beschikt over basiskennis van de principes van klantbetrokkenheid en bedrijfsactiviteiten.

Onderwerpen

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.

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.

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.

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.

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.

English Summary

The MB-910 E-Learning provides a comprehensive introduction to Dynamics 365 customer engagement apps, including their integration with Microsoft Power Platform and Microsoft Dataverse. You will learn how to manage customer data, track leads, and optimize sales processes using Dynamics 365 Sales and Customer Insights. The MB-910 E-Learning also covers customer journey analysis, personalization strategies, and the role of Copilot in decision-making. With the MB-910 course materials, labs (accessible for 180 days), a MeasureUp practice exam, and an MB-910 exam voucher, you will be fully prepared to pass the MB-910 exam and earn the MB-910 certification.