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

About This Course

TGS-2025052458 – Classroom

This course provides a solid foundation in Microsoft Dynamics 365 CRM, focusing on customer engagement and business optimization. Participants will learn to navigate core apps, integrate tools like Excel, Teams, and Outlook, and leverage dashboards and reports to improve outcomes. The course also covers customer insights, sales management, field service, and customer service to refine CRM strategies, strengthen collaboration, and align with organizational goals.

Course Duration: 3 Days (9:00 AM – 6:00 PM)

Course Topics

Topic 1: Foundations of Dynamics 365 Apps

CRM concepts and business value
Power Platform and Dataverse integration
Navigation and key use cases

Topic 2: Shared Activities & Integrations

Manage customers and activities
Reporting with charts, dashboards, and views
Integration with Excel, Teams, and Outlook

Topic 3: Customer Insights – Journeys

Customer targeting and email marketing
Customer journeys and lead generation
Event management features and limitations

Topic 4: Customer Insights – Data & Voice

Business scenarios for Customer Insights – Data
Key capabilities and use cases
Customer Voice applications

Topic 5: Dynamics 365 Sales

Sales lifecycle and opportunity management
Leads, qualifications, and order processing
Business scenarios and workflows

Topic 6: Sales Capabilities & Related Apps

Sales pipeline and forecasting
Sales Insights and LinkedIn Navigator
Sales mobile app and Microsoft Sales Copilot

Topic 7: Dynamics 365 Customer Service

Customer service lifecycle and SLAs
Workload and case management
Knowledge management features

Topic 8: Customer Service Capabilities & Apps

Omnichannel for Customer Service
Reporting and visualization options
Customer Voice for service optimization

Topic 9: Dynamics 365 Field Service

Field service lifecycle and scenarios
Work orders and inspections
Mobile app capabilities

Topic 10: Field Service Scheduling & Apps

Resource and scheduling processes
Asset and customer asset management
Connected Field Service solutions

Download Brochure

Requirements

TGS-2025052458 - Classroom
Employer Sponsored SG Citizen & SPR
Full fee: $1,850 (No GST)
• Nett Fee Payable: $555 per pax
• Absentee payroll funding & SFEC eligible
Employer Sponsored SG Citizen & SPR
Full fee: $1,850 (No GST)
• Nett Fee Payable: $555 per pax
• SFC eligible
Employer Sponsored SG Citizen & SPR
Full fee: $1,850 (No GST)
• Nett Fee Payable: $925 per pax
• SFC eligible