Description

Note: The MB-910 and MB-920 is the new version of MB-901 exam which expired on June 30, 2021.

This exam covers the features and capabilities of Microsoft Dynamics 365 customer engagement apps.

Candidates for this exam should have general knowledge of or relevant working experience in an Information Technology (IT) environment. They should also have a fundamental understanding of customer engagement principles and business operations.

Course Fee: £899+VAT

Objectives

After successful completion of this MB-910 training course, candidates will be able to:

• Describe Dynamics 365 Marketing

• Describe Dynamics 365 Sales

• Describe Dynamics 365 Customer Service

• Describe Dynamics 365 Field Service

• Describe Project Operations

• Describe shared features

Who Should Attend

This exam covers the features and capabilities of Microsoft Dynamics 365 customer engagement
apps.
Candidates of this exam should have general knowledge of or relevant working experience in an
Information Technology (IT) environment. They should also have a fundamental understanding
of customer engagement principles and business operations.

Prerequisites

As the prerequisites of Microsoft exam MB-910, learners should have a fundamental understanding of customer engagement principles and business operations. An understanding of cloud computing is helpful, but isn’t necessary.

Course Outline

Module 1: Describe Dynamics 365 Marketing
Identify Dynamics 365 Marketing capabilities

• describe how to target customers by using segments and subscription lists
• describe the lead generation and qualification process including lead scoring
• describe customer journeys
• describe event management features and capabilities
  Describe related marketing apps
• describe the capabilities of LinkedIn Campaign Manager
• describe the capabilities of Dynamics 365 Customer Voice
• describe the capabilities of Dynamics 365 Customer Insights including audience insights
  and experience insights

  Module 2:Describe Dynamics 365 Sales

  Describe the Dynamics 365 Sales lifecycle

• describe leads and the process for qualifying leads
• describe the opportunity management process
• describe the quote lifecycle
• describe use cases for orders and invoices
• describe processes and tools used for forecasting sales
  Describe related sales apps
• describe capabilities of Dynamics 365 Sales Insights
• describe capabilities of LinkedIn Sales Navigator
  

  Module 3: Describe Dynamics 365 Customer Service

  Describe Dynamics 365 Customer Service components

• describe cases, queues, and entitlements
• describe Knowledge Management
• describe service-level agreements (SLAs)
  Describe related customer service apps
• describe Omnichannel for Customer Service
• describe Connected Customer Service
• describe Customer Service Insights
  

  Module 4: Describe Dynamics 365 Field Service

  Describe the work order lifecycle

• describe the lifecycle of a work order including work order creation
• describe sources for work orders including cases, opportunities, IoT device sensor alerts,
  and agreements
• describe capabilities for the Inspections feature
  Describe scheduling capabilities
• describe resource management capabilities including skills, and proficiency models
• identify available Universal Resource Scheduling (URS) scheduling options including
  Schedule Assistant, Resource Schedule Optimization (RSO), and geolocation for
  technicians
• describe how Dynamics 365 Field Service uses artificial intelligence (AI) to help
  organizations become more efficient
  Describe inventory and asset management capabilities
• describe inventory management transaction types
• describe customer asset management and preventive maintenance processes
• describe options for performing proactive customer asset maintenance by implementing
  IoT

  Module 5: Describe Project Operations

  Identify Project Operations capabilities

• describe project components including contracts, stages, assignments, and fixed price
  versus time and material estimates versus retainer contracts
• identify views and reports that aid a project service company in making decisions
  Describe project sales capabilities
• describe the process for converting leads into projects
• describe opportunity management and quote management for project-based and
  product-based quotes
• describe use cases for project contracts
  Describe project planning and resource management capabilities
• describe allocation methods, tasks, subtasks, and assignments
• describe time and expenses entry, and entry approvals
• describe resource skills and proficiency models
• identify Interactive Gantt charts, Kanban boards, Resource Utilization boards, and
  Schedule boards

  Module 6: Describe shared features

  Identify common customer engagement features

• describe customers and activities
• describe the product catalog
• describe price lists, discounts, and currencies
• describe cases
• describe resources
  Describe reporting capabilities
• describe built-in reporting capabilities including dashboards, charts, views, and Report
  Wizard
• describe options for exporting data to Microsoft Excel
• describe options for analyzing data by using Power BI
  Describe integration options
• describe Microsoft Teams integration capabilities
• describe use cases for integrating with Microsoft Excel and Microsoft Word
• describe options for managing documents by using SharePoint Online
• describe email integration capabilities

About The Trainer

A Microsoft certified trainer.

Course Fee

£899+VAT