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MB-910

Microsoft Dynamics 365 Fundamentals (CRM)

Phillip Burton • 850,000+ students so far and I Do Data Limited

This course covers the content required for the MB-910 certification exam, current as per the MB-910 exam updates of 18 June 2024, with minor updates as of 17 December 2024.

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 helpful

Abdul 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..

Read more

This course covers the content required for the MB-910 certification exam, current as per the MB-910 exam updates of 18 June 2024, with minor updates as of 17 December 2024.

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 helpful

Abdul 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 Customer Insights (which used to be called 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.

Enroll now

What's inside

Learning objectives

  • Describe dynamics 365 customer insights - journeys (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

Syllabus

Introduction
Resources
Welcome to Udemy
How to get the best out of your Udemy course
Read more
Do you want auto-translated subtitles in more languages?
Curriculum
Identify common customer engagement features
1, 10, 20, 27, 28, 35. Describe use cases for Dynamics 365 CRM
38. Creating a trial Dynamics 365 Customer Insights - Journeys environment
40, 41. Describe built-in reporting capabilities: views, forms, search, filter
41. Describe built-in reporting capabilities: dashboards and charts
39. Describe customers and activities
37. Describe Microsoft Dataverse re Dynamics 365
36. Describe Microsoft Power Platform re Dynamics 365
Describe Dynamics 365 Customer Insights - Journeys (Marketing) capabilities
2,3,15. Lead generation by using marketing forms/pages; business process flows
2. Qualifying leads
4. Describe how to target customers by using segments
5. Marketing email
7. Event management features and capabilities incl. Microsoft Teams webinars
6. Automating marketing activities by using customer journeys
7a, 38a. Using Copilot with Customer Insights - Journeys
Describe Dynamics 365 Marketing capabilities
Describe marketing-related apps
8, 8b. Capabilities of Dynamics 365 Customer Insights - Data
8a. Describe unified customer profiles
9. Describe measures, segments and predictions
Describe the Dynamics 365 Sales lifecycle
32. Describe scheduling options - Schedule Board
38. Introduction to Dynamics 365 Sales
11, 15. Describe leads and the process for qualifying leads
12. Describe the opportunity management process
13, 14. Describe the quote lifecycle, and order and invoice management
15a. Describe the product catalog, prices list, and unit groups
15c. Describe Sales Accelerator
15b, 19a, 38a. Describe Copilot for Sales
Describe forecasting and sales-related apps
16. Describe sales pipeline forecasting concepts
15, 17. Describe capabilities of Dynamics 365 Sales Insights inc. assistant
18. Describe capabilities of LinkedIn Sales Navigator
18. Describe capabilities of LinkedIn Sales Insights
19. Describe the Dynamics 365 Sales mobile app
41. Dynamics 365 Sales Dashboards
Describe Dynamics 365 Customer Service components
32. Describe scheduling options - Schedule Assistant
38. Introduction to Dynamics 365 Customer Service
21a, 23, 25a. Describe the case lifecycle - creating a case
23. Case lifecycle - Service Level Agreements (SLAs)
23. Case lifecycle - entitlements
21b. Describe how to use queues to manage work (basic routing)
22, 25a. Describe Knowledge Management
23a. Describe use cases for Copilot in Customer Service
25a. Describe use cases for agent productivity tools
Describe Dynamics 365 Customer Service capabilities and related apps
24. Omnichannel for Customer Service
21c. Unified Routing
21d. Agent Inbox
25. Historical analytics
26. Dynamics 365 Customer Voice use cases
41. Dynamics 365 Customer Service Dashboards
Describe Field Service capabilities
27, 38. Introduction to Dynamics 365 Field Service
28. Describe the work order lifecycle
29, 30. Describe capabilities of the Inspections feature and the mobile app
33. Describe customer asset management and preventive maintenance processes
31, 38a. Describe use cases of Copilot in Field Service
Describe scheduling capabilities
34. Enable proactive customer asset maintenance - Connected Field Service
32. Describe resource and scheduling processes
32. Describe scheduling options - Resource Schedule Optimization (RSO)
32,41. Dynamics 365 Field Service Dashboards and Predictive Work Duration
Describe integration options
42. Describe Microsoft Teams integration capabilities
43. Describe email capabilities including App for Outlook
44. Describe how Microsoft Excel can be used with Dynamics 365 apps
44. Describe Microsoft Word integration
45. Describe Microsoft SharePoint integration
36. Describe options for analyzing data by using Power BI
Well done

Let's practice what we have learnt in this course.

Good luck!

What's next
Congratulations!
Bonus section
Subscription Lists
Describe the Omnichannel Supervisor experience
Asking questions in Dynamics 365 Customer Voice
Other capabilities of Dynamics 365 Customer Voice
Dynamics 365 Customer Voice
Bonus Lecture

Good to know

Know what's good
, what to watch for
, and possible dealbreakers
Covers the content required for the MB-910 certification exam, which can help learners prepare and increase their chances of passing
Explores Dynamics 365 Customer Insights (formerly Dynamics 365 Marketing), which is valuable for professionals focused on marketing automation and customer engagement
Examines Dynamics 365 Sales, including lead qualification, opportunity management, and sales pipeline forecasting, which are essential for sales professionals
Briefly looks at Dynamics 365 Customer Service, covering queues, case lifecycles, and knowledge management, which are important for customer service roles
Includes Dynamics 365 Field Service, covering work orders, inspections, customer asset management, and resource scheduling, which are relevant for field service professionals
Teaches how to get a free Microsoft Dynamics 365 trial, which allows learners to gain hands-on experience without initial investment

Save this course

Save MB-910: Microsoft Dynamics 365 Fundamentals (CRM) to your list so you can find it easily later:
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Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in MB-910: Microsoft Dynamics 365 Fundamentals (CRM) with these activities:
Review CRM Fundamentals
Solidify your understanding of core CRM concepts before diving into Dynamics 365.
Browse courses on Customer Relationship Management
Show steps
  • Review basic CRM principles.
  • Understand the importance of customer relationships.
  • Familiarize yourself with common CRM terminology.
Explore 'Microsoft Dynamics 365 CRM'
Gain a practical understanding of Dynamics 365 CRM through a step-by-step guide.
View Putting Knowledge to Work on Amazon
Show steps
  • Obtain a copy of 'Microsoft Dynamics 365 CRM'.
  • Follow the step-by-step instructions to explore different features.
  • Take notes on key configurations and settings.
Read 'CRM at the Speed of Light'
Gain a broader understanding of CRM principles and strategies.
View The Commonwealth of Self Interest on Amazon
Show steps
  • Obtain a copy of 'CRM at the Speed of Light'.
  • Read the book, focusing on key CRM concepts.
  • Relate the concepts to Dynamics 365 features.
Four other activities
Expand to see all activities and additional details
Show all seven activities
Practice Lead Qualification Scenarios
Reinforce your understanding of the lead qualification process in Dynamics 365 Sales.
Show steps
  • Create sample lead profiles with varying characteristics.
  • Practice qualifying or disqualifying leads based on predefined criteria.
  • Document your reasoning for each decision.
Follow Dynamics 365 Field Service Tutorials
Enhance your understanding of Dynamics 365 Field Service by following online tutorials.
Show steps
  • Find tutorials covering work order management.
  • Follow the steps in the tutorials to configure Field Service.
  • Experiment with different features and settings.
Create a Dynamics 365 Sales Demo
Solidify your knowledge of Dynamics 365 Sales by creating a demo showcasing its key features.
Show steps
  • Plan a demo scenario focusing on a specific industry.
  • Configure a Dynamics 365 Sales trial environment.
  • Record a video walkthrough of the demo.
Build a Customer Service Knowledge Base
Apply your knowledge of Dynamics 365 Customer Service by building a knowledge base for a hypothetical company.
Show steps
  • Define the scope and structure of the knowledge base.
  • Create articles addressing common customer issues.
  • Implement a search and categorization system.

Career center

Learners who complete MB-910: Microsoft Dynamics 365 Fundamentals (CRM) will develop knowledge and skills that may be useful to these careers:
Dynamics 365 Sales Specialist
A Dynamics 365 Sales Specialist uses their expertise with Microsoft’s sales CRM to help companies improve sales processes. In this role, you advise clients on how to use tools such as lead qualification, opportunity management, and sales pipeline forecasting. This course covers these crucial areas as well as the broader Dynamics 365 ecosystem. It also includes training on features like sales accelerator and Copilot for Sales. You would find this course particularly useful because a solid grasp of the fundamental features of Dynamics 365, which is covered in this course, is necessary to succeed as a Dynamics 365 Sales Specialist.
See salaries and explore the career path for Dynamics 365 Sales Specialist
Customer Relationship Management Consultant
A Customer Relationship Management Consultant helps businesses optimize their interactions with customers. This role involves analyzing business needs and translating them into effective CRM strategies using platforms like Dynamics 365, which this course introduces. The course covers fundamental concepts of Dynamics 365 and its applications. It explores customer engagement, sales, marketing, service and field service capabilities. It will also be helpful to understand topics such as lead generation, opportunity management, and case lifecycles covered in the course. You will help ensure CRM systems meet business goals, and this course will provide foundational knowledge to help start a career in this field.
See salaries and explore the career path for Customer Relationship Management Consultant
Marketing Automation Specialist
A Marketing Automation Specialist implements and manages marketing automation systems. By optimizing customer journeys through platforms like the Customer Insights module of Dynamics 365, you aim to improve lead generation and conversion. This course directly addresses these concepts by teaching fundamental skills within Dynamics 365, which is a primary tool used in this field. It covers topics such as lead generation, customer segmentation, email marketing, and event management. The course provides foundational skills in several Dynamics 365 marketing tools, and this knowledge will help you succeed in your new career as a Marketing Automation Specialist.
See salaries and explore the career path for Marketing Automation Specialist
CRM Support Specialist
A CRM Support Specialist provides technical assistance to users of customer relationship management systems. In this role, you’d help team members who use Dynamics 365. This course introduces the core functionalities of Dynamics 365, including areas such as sales, marketing, and customer service. The course covers the fundamental concepts in Dynamics 365, and familiarity with them is important for a CRM Support Specialist. The course will help you learn the basics of the platform, which is a starting point for a career in this field.
See salaries and explore the career path for CRM Support Specialist
Sales Representative
A Sales Representative uses sales skills and product knowledge to meet sales targets. This course provides an introduction to Dynamics 365 Sales, which is a useful tool for managing sales tasks. Through the course, you’ll learn about lead qualification, opportunity management, and sales forecasting. These will all help you be more effective as a Sales Representative. This course may be useful because you will learn the tools you need to use in a sales environment. You may find the sales management features taught in this course to be particularly helpful.
See salaries and explore the career path for Sales Representative
Customer Service Representative
A Customer Service Representative is on the front line of customer interaction. To be successful, you need to know how to use the tools available to manage customer inquiries and resolve issues. This course introduces the Dynamics 365 Customer Service module, which includes features for managing cases, using queues to distribute work, and implementing knowledge management systems. The course also covers the case lifecycle, service level agreements, and agent productivity tools, all of which are key concepts for a Customer Service Representative. The course may be helpful as it builds a foundation in CRM and customer service systems.
See salaries and explore the career path for Customer Service Representative
Sales Operations Analyst
A Sales Operations Analyst supports sales teams by analyzing data, optimizing processes, and ensuring the smooth operation of sales related tools. Often, this will involve working with CRM systems to track sales activities and produce reports. This course covers the Microsoft Dynamics 365 Sales module. It will help you understand key concepts such as lead qualification, opportunity management, and sales pipeline forecasting. You will use the knowledge from this course to help a company refine its approach to sales. It may be useful because it will introduce you to the fundamental features of Dynamics 365, a major tool used in sales.
See salaries and explore the career path for Sales Operations Analyst
Technical Support Specialist
A Technical Support Specialist provides troubleshooting for technical issues and answers user questions. This course introduces several of the key modules of Dynamics 365, which are often used by businesses for daily operations. You may provide support for the Customer Service or Field Service modules, both of which are included in this course. You may also use the reporting and data analysis techniques introduced in the course. The content related to Dynamics 365 will provide valuable technical knowledge for those looking to become a Technical Support Specialist using Dynamics 365.
See salaries and explore the career path for Technical Support Specialist
Business Analyst
A Business Analyst analyzes business processes and data to identify areas for improvement. This role often involves working with CRM systems to understand customer interactions. This course can help as a foundation for using Dynamics 365 to manage customer data, sales processes, marketing campaigns, and customer service interactions. It introduces the reporting capabilities of Dynamics 365, which will be key for a Business Analyst to make informed decisions. Through an understanding of the Dynamics 365 platform and its functionalities, this course may help a Business Analyst gain insights into the business.
See salaries and explore the career path for Business Analyst
Field Service Technician
A Field Service Technician visits client locations to perform installations, repairs, and maintenance on equipment. With Dynamics 365 Field Services, you will manage work orders and use features such as inspections and asset management to provide quality service. This course introduces Field Service concepts such as work order lifecycles, proactive maintenance for customer assets, and scheduling resources. It provides foundational knowledge of how Dynamics 365 can be used to support a career as a Field Service Technician. It may be useful because it familiarizes users with a major technology used by field service teams.
See salaries and explore the career path for Field Service Technician
Data Analyst
A Data Analyst interprets data to help businesses make informed decisions. Since the Dynamics 365 platform is a rich source of data, understanding its core components is helpful as you will use data from the platform to support business objectives. This course introduces the Dynamics 365 platform and some of its data related capabilities. The course covers reporting and analytics within the Dynamics 365 system. It demonstrates how data can be used in areas like Sales and Marketing. This course may be useful because it introduces a major platform for business data.
See salaries and explore the career path for Data Analyst
Marketing Specialist
A Marketing Specialist helps develop, execute, and monitor marketing campaigns and strategies. Dynamics 365 is a valuable platform for managing marketing activities. This course introduces Dynamics 365 Marketing and its core components such as email marketing and event management capabilities. It provides foundational knowledge on how to generate and qualify leads, and how to use customer segmentation to target marketing efforts. If you're looking to enter the field of marketing, this course may be useful because it introduces you to the core features of an enterprise marketing platform.
See salaries and explore the career path for Marketing Specialist
Solutions Architect
A Solutions Architect designs and oversees the implementation of technology solutions. You may be responsible for designing solutions using platforms such as Dynamics 365 for various business needs. This course provides an overview of various Dynamics 365 capabilities. It covers core modules and features of the platform. It helps build a foundation of knowledge that is needed to design solutions with Dynamics 365. This course may be useful if you intend to work as a Solutions Architect as it introduces you to the core features of an enterprise CRM platform.
See salaries and explore the career path for Solutions Architect
Implementation Specialist
An Implementation Specialist configures new software systems. This role will often involve collaborating with other teams to deploy CRM tools like Dynamics 365. This course is an introduction to the Dynamics 365 platform. It provides an overview of its functions and features, which may be useful if you are an Implementation Specialist tasked with deploying its core modules such as Sales, Marketing, and Customer Service. The basic knowledge gleaned from this course may be helpful for your career.
See salaries and explore the career path for Implementation Specialist
Project Manager
A Project Manager plans, executes, and closes projects while ensuring they are completed on time and within budget. Many projects relate to CRM implementation, which can utilize the features and capabilities of Dynamics 365. This course provides a general overview of Dynamics 365, including its key modules like Sales, Marketing, Customer Service, and Field Service. It may be useful to a Project Manager as they will be able to understand how Dynamics 365 works and therefore how to implement projects using it. The breadth of knowledge in Dynamics 365 provided by this course is useful for project planning.
See salaries and explore the career path for Project Manager

Reading list

We've selected two books that we think will supplement your learning. Use these to develop background knowledge, enrich your coursework, and gain a deeper understanding of the topics covered in MB-910: Microsoft Dynamics 365 Fundamentals (CRM).
Cover image
Putting Knowledge to Work
Save
Provides a step-by-step guide to using Microsoft Dynamics 365 CRM. It covers various modules and functionalities, making it a practical resource for beginners. It is particularly helpful for understanding the user interface and basic configurations. This book is useful as a reference text for this course.
Putting Knowledge to Work
Paperback
Check
Putting Knowledge to Work
Kindle Edition
Check
Cover image
The Commonwealth of Self Interest
Save
Provides a comprehensive overview of CRM strategies and technologies. It offers valuable insights into the evolution of CRM and its impact on businesses. While not specific to Dynamics 365, it provides a strong foundation for understanding the broader CRM landscape. It is useful as additional reading to provide breadth to the existing course.
The Commonwealth of Self Interest
Paperback
Check
The Commonwealth of Self Interest
Kindle Edition
Check

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Effort
6 total hours
Via
Udemy
Instructors
Phillip Burton • 850,000+ students so far
I Do Data Limited
Language
English
Good to know
Covers the content required for the MB-910 certification exam, which can help learners prepare and increase their chances of passing
Explores Dynamics 365 Customer Insights (formerly Dynamics 365 Marketing), which is valuable for professionals focused on marketing automation and customer engagement
Examines Dynamics 365 Sales, including lead qualification, opportunity management, and sales pipeline forecasting, which are essential for sales professionals
Briefly looks at Dynamics 365 Customer Service, covering queues, case lifecycles, and knowledge management, which are important for customer service roles
Includes Dynamics 365 Field Service, covering work orders, inspections, customer asset management, and resource scheduling, which are relevant for field service professionals
Teaches how to get a free Microsoft Dynamics 365 trial, which allows learners to gain hands-on experience without initial investment
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