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V4 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
  • Why the customer engagement apps are built on Power Platform
  • Model-driven apps versus canvas apps
  • Power Automate, Power Pages, Copilot Studio, Power BI, Power Fx and AI Builder
  • Dataverse tables, columns and forms
  • Dataverse security, business logic, integration and virtual tables
  • Dataverse storage capacity: database, file and log
  • Environments, regions and environment URLs
  • Navigating the customer engagement apps and using Copilot in the apps
  • 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
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