MB-910T00: Microsoft Dynamics 365 Fundamentals (CRM) Course Overview

MB-910T00: Microsoft Dynamics 365 Fundamentals (CRM) Course Overview

The MB-910T00: Microsoft Dynamics 365 Fundamentals (CRM) course is designed to provide learners with a comprehensive understanding of the capabilities, features, and functionalities of Microsoft Dynamics 365 customer engagement apps. It focuses on core components such as marketing, sales, customer service, and field service.

Module 1 introduces participants to navigating the Dynamics 365 customer engagement apps, exploring common activities, and integration options, with practical labs to reinforce learning. Module 2 dives into the fundamentals of Dynamics 365 Marketing, including creating customer journeys and segments. Module 3 covers the essentials of Dynamics 365 Sales, teaching users how to manage leads and opportunities, along with sales-related capabilities. Module 4 focuses on Dynamics 365 Customer Service, knowledge management, and handling customer cases. Lastly, Module 5 provides insights into Dynamics 365 Field Service, including work order creation and scheduling processes.

By the end of the course, learners will gain valuable skills that can help organizations improve customer experiences, streamline operations, and enhance marketing and sales efforts. This foundation-level course is beneficial for those looking to build a career around Microsoft Dynamics 365 customer engagement solutions or to understand how CRM systems can create business value.

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  • Live Online Training (Duration : 8 Hours)
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Classroom Training price is on request

  • Live Online Training (Duration : 8 Hours)
  • Per Participant
  • Including Official Coursebook

♱ Excluding VAT/GST

Classroom Training price is on request

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Course Prerequisites

To ensure you can successfully undertake training in the MB-910T00: Microsoft Dynamics 365 Fundamentals (CRM) course, the following are the minimum required prerequisites:


  • Basic understanding of business operations and practices, including sales, customer service, and marketing principles.
  • Familiarity with common business processes and workflows.
  • General knowledge of cloud computing concepts and Software as a Service (SaaS).
  • Basic proficiency with computers and navigating software applications.
  • No prior experience with Microsoft Dynamics 365 is required, but any experience with CRM systems can be beneficial.
  • An interest in learning how to improve business processes using digital transformation tools.

Please note that while prior technical experience is helpful, it is not mandatory to begin this course. The training is designed to introduce the core capabilities of Microsoft Dynamics 365 customer engagement apps to those who are new to the platform.


Target Audience for MB-910T00: Microsoft Dynamics 365 Fundamentals (CRM)

The MB-910T00 course provides foundational knowledge of Microsoft Dynamics 365 CRM, focusing on customer engagement, marketing, sales, and service.


  • CRM Administrators
  • Sales and Marketing Professionals
  • Customer Service Representatives
  • IT Support Staff
  • Business Analysts
  • Project Managers
  • Dynamics 365 Consultants
  • Technical Support Engineers
  • Product Managers
  • CRM Solution Architects
  • System Administrators
  • Business Managers looking to understand CRM capabilities
  • Professionals seeking to learn about Dynamics 365 integration options
  • Individuals aiming to transition into CRM-focused roles
  • Marketing Managers interested in digital marketing tools within Dynamics 365
  • Sales Executives wanting to improve sales processes and customer management
  • Customer Service Managers aiming to enhance support services using Dynamics 365
  • Field Service Technicians looking for insights into service management and scheduling
  • Quality Assurance Specialists focusing on customer engagement and feedback mechanisms


Learning Objectives - What you will Learn in this MB-910T00: Microsoft Dynamics 365 Fundamentals (CRM)?

Introduction to Learning Outcomes

Gain foundational knowledge of Microsoft Dynamics 365's customer engagement apps and their capabilities to enhance customer relationship management processes.

Learning Objectives and Outcomes

  • Understand the interface and navigation of Dynamics 365 customer engagement apps to streamline daily tasks.
  • Identify common activities and integration options to optimize business operations within Dynamics 365.
  • Create, manage, and track customer interactions through practical labs, fostering strong customer relationships.
  • Comprehend the core functionalities of Dynamics 365 Marketing to effectively engage customers and execute marketing strategies.
  • Develop and manage customer segments and journeys to personalize marketing efforts and measure their success.
  • Understand the essentials of Dynamics 365 Sales, including lead and opportunity management, to drive sales productivity.
  • Learn to manage product catalogs, entitlements, and service level agreements (SLAs) to support sales processes.
  • Explore Dynamics 365 Customer Service capabilities, including case management and knowledge management, to improve service delivery.
  • Delve into Dynamics 365 Field Service by learning about work order management, scheduling, and asset management for on-site service.
  • Apply learned concepts through hands-on labs, such as creating and managing cases, work orders, and knowledge articles, to solidify understanding and practical application.