MB-910: Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM)

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92 Students Enrolled 65 Lectures 05:23:43 Hours

Curriculum For This Course

Identify common customer engagement features

7Lectures

Time 00:41:18

Describe Dynamics 365 Customer Insights - Journeys (Marketing) capabilities

8Lectures

Time 00:45:31

Describe marketing-related apps

5Lectures

Time 00:27:50

Describe the Dynamics 365 Sales lifecycle

7Lectures

Time 00:36:10

Describe forecasting and sales-related apps

5Lectures

Time 00:24:06

Describe Dynamics 365 Customer Service components

8Lectures

Time 00:41:59

Describe Dynamics 365 Customer Service capabilities and related apps

7Lectures

Time 00:28:32

Describe Field Service capabilities

5Lectures

Time 00:29:14

Describe scheduling capabilities

6Lectures

Time 00:21:42

Describe integration options

6Lectures

Time 00:25:39

Well done

1Lectures

Time 00:01:42

Identify common customer engagement features
	1. Describe use cases for Dynamics 365 CRM	4:53
	2. Creating a trial Dynamics 365 Customer Insights - Journeys environment	8:41
	3. Describe built-in reporting capabilities: views, forms, search, filter	7:56
	4. Describe built-in reporting capabilities: dashboards and charts	5:02
	5. Describe customers and activities	5:20
	6. Describe Microsoft Dataverse re Dynamics 365	7:09
	7. Describe Microsoft Power Platform re Dynamics 365	2:17

Describe Dynamics 365 Customer Insights - Journeys (Marketing) capabilities
	1. Lead generation by using marketing forms/pages; business process flows	4:39
	2. Qualifying leads	2:53
	3. Describe how to target customers by using segments	8:18
	4. Subscription Lists	1:59
	5. Marketing email	9:17
	6. Event management features and capabilities incl. Microsoft Teams webinars	2:57
	7. Automating marketing activities by using customer journeys	7:44
	8. Using Copilot with Customer Insights - Journeys	7:44

Describe marketing-related apps
	1. Capabilities of Dynamics 365 Customer Insights - Data	3:12
	2. Describe unified customer profiles	5:37
	3. Describe measures, segments and predictions	4:18
	4. Asking questions in Dynamics 365 Customer Voice	6:00
	5. Other capabilities of Dynamics 365 Customer Voice	8:43

Describe the Dynamics 365 Sales lifecycle
	1. Introduction to Dynamics 365 Sales	2:07
	2. Describe leads and the process for qualifying leads	6:49
	3. Describe the opportunity management process	7:02
	4. Describe the quote lifecycle, and order and invoice management	7:11
	5. Describe the product catalog, prices list, and unit groups	4:58
	6. Describe Sales Accelerator	2:59
	7. Describe Copilot for Sales	5:04

Describe forecasting and sales-related apps
	1. Describe sales pipeline forecasting concepts	4:16
	2. Describe capabilities of Dynamics 365 Sales Insights	8:27
	3. Describe capabilities of LinkedIn Sales Navigator	3:13
	4. Describe the Dynamics 365 Sales mobile app	4:19
	5. Dynamics 365 Sales Dashboards	3:51

Describe Dynamics 365 Customer Service components
	1. Introduction to Dynamics 365 Customer Service	2:08
	2. Describe the case lifecycle - creating a case	7:09
	3. Case lifecycle - Service Level Agreements (SLAs)	3:41
	4. Case lifecycle - entitlements	5:33
	5. Describe how to use queues to manage work	4:06
	6. Describe Knowledge Management	8:47
	7. Describe use cases for Copilot in Customer Service	6:06
	8. Describe use cases for agent productivity tools	4:29

Describe Dynamics 365 Customer Service capabilities and related apps
	1. Omnichannel for Customer Service	2:51
	2. Describe the Omnichannel Supervisor experience	2:53
	3. Unified Routing	5:20
	4. Agent Inbox	5:00
	5. Historical analytics	7:05
	6. Dynamics 365 Customer Voice use cases	1:29
	7. Dynamics 365 Customer Service Dashboards	3:54

Describe Field Service capabilities
	1. Introduction to Dynamics 365 Field Service	1:40
	2. Describe the work order lifecycle	9:06
	3. Describe capabilities of the Inspections feature and the mobile app	7:50
	4. Describe customer asset management and preventive maintenance processes	5:19
	5. Describe use cases of Copilot in Field Service	5:19

Describe scheduling capabilities
	1. Enable proactive customer asset maintenance - Connected Field Service	3:38
	2. Describe resource and scheduling processes	5:53
	3. Describe scheduling options - Schedule Board	4:06
	4. Describe scheduling options - Schedule Assistant	3:56
	5. Describe scheduling options - Resource Schedule Optimization (RSO)	1:58
	6. Dynamics 365 Field Service Dashboards and Predictive Work Duration	2:11

Describe integration options
	1. Describe Microsoft Teams integration capabilities	5:03
	2. Describe email capabilities including App for Outlook	2:47
	3. Describe how Microsoft Excel can be used with Dynamics 365 apps	7:28
	4. Describe Microsoft Word integration	3:49
	5. Describe Microsoft SharePoint integration	1:32
	6. Describe options for analyzing data by using Power BI	5:00

Well done
	1. What's next	1:42

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MB-910: Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM)

Curriculum For This Course

Free MB-910 Exam Questions & Microsoft MB-910 Dumps

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