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Microsoft Dynamics 365 CRM Fundamentals (MB-910) - Core Specialist


Content
  • Module 1 - Welcome
  • Core Specialist overview
  • Module 2 - The Common Platform: Power Platform and Dataverse
  • Power Platform Overview — Model-Driven Apps, Canvas Apps, and Related Tools
  • Dataverse Fundamentals — Tables and Customization
  • Dataverse Security and Storage
  • Environments and the Power Platform Admin Center
  • Copilot in Model-Driven Apps
  • Reporting, Dashboards, and Power BI in Dataverse
  • Integrating with Microsoft 365 — Teams, SharePoint, and Outlook
  • Copilot as a Customization Assistant and Wrap-Up
  • Module 3 - Customer Insights — Journeys and Data
  • Customer Insights Overview — From Dynamics Marketing to Journeys and Data
  • Customer Insights – Journeys — Email Marketing and Segments
  • Customer Insights – Journeys — Customer Journeys, Lead Generation, and Events
  • Customer Insights – Data — Unified Customer Profiles and the Digital Twin
  • Customer Insights – Data — Measures, Predictions, Using Insights in Other Apps
  • Module 4 - Sales
  • Sales Terminology and the Sales Lifecycle Overview
  • Product Catalog and Price Lists
  • Leads and Lead Qualification
  • Opportunities and the Business Process Flow
  • Quotes, Orders, and Invoices
  • Sales Accelerator
  • Sales Forecasting and Goals
  • LinkedIn Sales Navigator and Sales Insights
  • Copilot for Sales and the Sales Qualification Agent
  • Module 5 - Customer Service
  • Customer Service Overview and the Case Lifecycle
  • Creating and Routing Cases — Manual and Automatic
  • Queues and the Multi-Session Workspace
  • Knowledge Base and Case Resolution
  • Service Level Agreements and Entitlements
  • Copilot and Autonomous Agents in Customer Service
  • Contact Center Channels and Omnichannel Capabilities
  • Module 6 - Field Service
  • Field Service Overview and Terminology
  • The Work Order Lifecycle
  • Scheduling, Dispatching, and Resources
  • Inspections, Assets, and IoT Integration
  • Copilot in Field Service
  • Module 7 - Closing
  • Course Wrap-Up and Next Steps
Completion rules
  • All units must be completed