What’s Included?
High-Quality Video, E-book & Audiobook
Modules Quizzes
AI Mentor
Access for Tablet & Phone
Prerequisites
- Basic understanding of customer engagement and business processes (required)
- Familiarity with cloud computing concepts
Skills You’ll Gain
- CRM Navigation
- App Integration
- Workflow Automation
- Data Reporting
- Record Management
- Hands-On Practice
Self Study Materials Included
Videos
Engaging visual content to enhance understanding and learning experience.
Podcasts
Insightful audio sessions featuring expert discussions and real-world cases.
Audiobooks
Listen and learn anytime with convenient audio-based knowledge sharing.
E-Books
Comprehensive digital guides offering in-depth knowledge and learning support.
Module Wise Quizzes
Interactive assessments to reinforce learning and test conceptual clarity.
Additional Resources
Supplementary references and list of tools to deepen knowledge and practical application.
Tools You’ll Master
Microsoft Dynamics 365 Customer Engagement Apps
Microsoft Excel
Microsoft Word
Outlook
Power Apps
Power Automate
Power Bl
Power Platform
Teams
What You’ll Learn
Explore Dynamics 365 CRM Apps
Understand core features and use cases across Customer Insights, Sales, Customer Service, and Field Service.
Use Copilot and Power Platform in CRM Workflows
Enhance productivity with AI-powered assistance and automation tools.
Work with Microsoft Dataverse and Reporting Tools
Integrate data and generate insights using Dataverse, Power BI, and other tools.
Manage Core CRM Records
Handle leads, cases, work orders, and customer journeys effectively.
Course Modules
Lesson 1: Microsoft Dynamics 365 Fundamentals (CRM)
Module 1.1: Describe the foundations of Dynamics 365 customer engagement apps
Module 1.2: Describe shared activities and integration options in Dynamics 365 customer engagement apps
Lesson 2: Explore the fundamentals of Microsoft Dynamics 365 Customer Insights
Module 2.1: Explore Dynamics 365 Customer Insights – Journeys
Module 2.2: Describe Dynamics 365 Customer Insights – Data
Lesson 3: Explore the fundamentals of Microsoft Dynamics 365 Sales
Module 3.1: Explore Dynamics 365 Sales
Module 3.2: Describe Dynamics 365 Sales capabilities and related apps
Lesson 4: Explore the fundamentals of Microsoft Dynamics 365 Customer Service
Module 4.1: Explore Dynamics 365 Customer Service
Module 4.2: Describe Dynamics 365 Customer Service capabilities and related apps
Lesson 5: Explore the fundamentals of Microsoft Dynamics 365 Field Service
Module 5.1: Explore Dynamics 365 Field Service
Module 5.2: Describe Dynamics 365 Field Service scheduling capabilities and related apps
Frequently Asked Questions
This course is ideal for business professionals, IT staff, functional consultants, project managers, entrepreneurs, and students who want a foundational understanding of customer engagement capabilities within Microsoft Dynamics 365. No prior experience with Dynamics is required.
The course covers the basics of: 1) Dynamics 365 Sales 2) Dynamics 365 Customer Service 3) Dynamics 365 Field Service 4) Dynamics 365 Customer Insights 5) Microsoft Dataverse 6) Integration options with Power Platform 7) Use of Microsoft Copilot in CRM apps
The MB-910T00-A course is 1 day (8 hours) long and is available via Virtual Instructor-Led Training (VILT) or self-paced learning, with labs and interactive content included.
Yes. The course includes hands-on labs to help you apply what you’ve learned. You’ll work on scenarios such as managing customer journeys, handling service cases, and exploring sales processes in a real-time simulated Dynamics 365 environment.
No technical background is required. However, a basic understanding of business operations and customer engagement concepts will help you get the most out of the course.
After completing the course, you can take the MB-910 exam to earn the Microsoft Certified: Dynamics 365 Fundamentals (CRM) certification.
Yes. This course provides a solid foundation for pursuing role-based certifications such as: 1) Dynamics 365 Sales Functional Consultant Associate 2) Dynamics 365 Marketing Functional Consultant Associate 3) Dynamics 365 Customer Service Functional Consultant Associate 4) Dynamics 365 Field Service Functional Consultant Associate