MB-910 Microsoft Dynamics 365 Fundamentals (CRM) Exam Prep

Topic 1 Foundations of Dynamics 365 customer engagement apps 

• Customer relationship management
• Microsoft Power Platform and Dynamics 365 customer engagement apps
• Microsoft Dataverse and Dynamics 365 customer engagement app
• Use cases for Dynamics 365 customer engagement apps
• Navigate to and within Dynamics 365 customer engagement apps

Topic 2 Shared activities and integration options in Dynamics 365 customer engagement apps 

• Customers and activities
• Exercise: Manage customers and activities
• Search criteria and filters
• Reporting capabilities including charts, dashboards, and views
• Excel integrations
• Microsoft Teams integration
• Outlook integration

Topic 3 Explore Dynamics 365 Customer Insights – Journeys 

• Use cases for Dynamics 365 Customer Insights - Journeys
• Dynamics 365 Customer Insights - Journeys business scenario
• Email marketing
• How to target customers by using marketing lists and segments
• Describe customer journeys
• Describe lead generation and qualification
• Describe use cases for marketing forms
• Describe event management features and capabilities

Topic 4 Describe Dynamics 365 Customer Insights - Data and Dynamics 365 Customer Voice 

• Explore a Dynamics 365 Customer Insights - Data business scenario
• Use cases for and capabilities of Dynamics 365 Customer Insights - Data
• Use cases for and capabilities of Dynamics 365 Customer Voice

Topic 5 Explore Dynamics 365 Sales 

• Describe use cases for Dynamics 365 Sales
• Review the sales lifecycle
• Explore a Dynamics 365 Sales business scenario
• Describe leads and the process for qualifying leads
• Describe the opportunity management process
• Exercise: Lab: Work with leads and opportunities
• Describe Dynamics 365 Sales business process flows
• Describe sales order processing

Topic 6 Describe Dynamics 365 Sales capabilities and related apps 

• Identify additional Dynamics 365 Sales capabilities and related apps
• Explore a Dynamics 365 Sales related apps business scenario
• Describe sales pipeline and forecasting concepts
• Describe use cases for and capabilities of Sales Insights
• Describe use cases for and capabilities of LinkedIn Sales Navigator
• Describe the Dynamics 365 Sales mobile app
• Describe Microsoft Sales Copilot

Topic 7 Explore Dynamics 365 Customer Service 

• Use cases for Dynamics 365 Customer Service
• Explore a Dynamics 365 Customer Service business scenario
• Case lifecycle including service-level agreements (SLAs) and entitlements
• Functionality for workload management
• Dynamics 365 Customer Service business process flows
• Knowledge management in Dynamics 365 Customer Service

Topic 8 Describe Dynamics 365 Customer Service capabilities and related apps

• Dynamics 365 Customer Service-related apps business scenario8 min
• Omnichannel for Customer Service12 min
• Reporting and data visualization options in Dynamics 365 Customer Service5 min
• Dynamics Customer Voice use cases for customer service

Topic 9 Explore Dynamics 365 Field Service 

• Describe use cases for Dynamics 365 Field Service
• Explore a Dynamics 365 Field Service business scenario
• Describe the work order lifecycle
• Describe inspections in Dynamics 365 Field Service
• Describe the Dynamics 365 Field Service mobile app

Topic 10 Describe Dynamics 365 Field Service scheduling capabilities and related apps

• Describe resource and scheduling processes
• Explore a Dynamics 365 Field Service-related apps business scenario
• Describe asset management and customer assets
• Describe Connected Field Service for Dynamics 365

Prerequisite:

HRDF Funding

Please refer to this video https://youtu.be/Kzpd-V1F9Xs

1-     HRD Corp Grant Helper

How to submit grant applications for HRD Corp Claimable Courses

2-     Employers are required to apply for the grant at least one week before training commences.

Employers must submit their applications with supporting documents, including invoices/quotations, trainer profiles, training schedule and course content.

3-     First, Login to Employer’s e-TRIS account -https://etris.hrdcorp.gov.my

Second, Click Application

4-     Click Grant on the left side under Applications

5-     Click Apply Grant on the left side under Applications

6-     Click Apply

7-     Choose a Scheme Code and select HRD Corp Claimable Courses: Skim Bantuan Latihan Khas. Then, click Apply

8-     Scheme Code represents all types of training that suit the requirements provided by HRD Corp. Below are the list of schemes offered by HRD Corp:

9-     Select your Immediate Officer and click Next

10-  Select a Training Provider, then click Next

11-  Please select a training programme from the list, then key in all the required details and click Next

Select your desired training programme.

Give an explanation on why the participant is required to attend the training. E.g., related to their tasks/ career development, etc.

Explain the background and objective of this training.

Select a relevant focus area. For Employer-Specific Courses, select ‘Not Applicable’.

12-  If the training programme is a micro-credential programme, you are required to complete these 3 fields. Save and click Next

Insert MiCAS Application number

13-  Based on the nine (9) pillars listed below, HRD Corp Focus Area Courses are closely tied to support government initiatives towards nation building. As such, courses offered through the HRD Corp Focus Areas are designed to provide the workforce with skills required for current and future demands. Details of the focus areas are as follows:

14-  Please select a Course Title and Type of Training

15-  Select the correct type of training according to the actual type of training, or as mentioned in the training brochure:

16-  Please key in the Training Location and click Next

17-  Please select the Level of Certification and click Next

18-  Please follow the instructions and key in trainee details

19-  Click Add Batch, then click Save

20-  Click Add Trainee Details

21-  Please key in all the required details, then click Add

22-  Click Add if there are more participants. Once done, click Save

23-  Click Next

24-  Please key in the course fees and allowance details, then click Save

25-  Estimated cost includes the course fees/external trainer fees, allowances, and consumable training materials. Please comply with the HRD Corp Allowable Cost Matrix.

26-  Select Upfront Payment to Training Provider and key in the percentage from 0% to 30%. Then, click Save and Next

27-  Complete the declaration form and select a desired officer

28-  Add all the required documents, then click Add Attachment. Then, click Save and Submit Application

29-  Once the New Grant Application is successfully submitted, the Grant Officer will evaluate the application accordingly. The application may be queried if additional information is required.

The application status will be updated via the employer’s dashboard, email, and the e-TRiS inbox.

• Data Scientists
• Data Analysts
• Engineers

Dr. Aanand: Dr. Aanand is a Full Stack Data Scientist who once had a torrid love affair with Physics. He has consulted and published in the area of Public Health, Electricity Markets, Telecom, BFSI, Advertising & Communication Strategies and Digital & Social Media Technologies. He has worked on assignments with international agencies such as International Monetary Fund, World Bank, Royal Netherland Embassy etc. besides MNCs like Tata Consultancy Services, Kie Square Consulting and several government organizations of national importance.

He regularly conducts general training programs in Python (Pandas, NumPy, SciPy, Matplotlib, Bokeh), R (dplyr, rstanarm, knitR, ggplot2), Data Visualization (Tableau, D3.js) and Machine Learnng (Reinforced Learning, Scikit Learn) and specialized training programs on Structural Equation Modeling and SAP Hana.

He holds a doctorate in Operations Research from Indian Institute of Management Ahmedabad and a post graduate in Physics from University of Mumbai. He has advanced training in mathematical programming including optimization, advanced multivariate data analysis, and simulation techniques. When he is not teaching or consulting he can be found meditating or heading for an adventurous trek.

Amir Othman: Amir Othman is a software engineer by profession. Being educated in Bauhaus Universität Weimar and Hochschule Ulm, he brings experiences from different facades of the world.

With expertise in web technology, natural language processing and machine learning, he is a freelance data scientist. Some of his works include two international news aggregator

www.kronologimalaysia.com and www.diezeitachse.de

He also holds an impressive port folio for data visualizations, primarily focusing on web based techniques.

After the realization set in that, I do not want to make it as an electronic engineer, I took the decision to go and try something new out of pure curiosity and thirst for new adventure. It didn't come quite handy but I have changed my major three times. It's not a surprise that I studied artificial intelligence and found myself all over again. I have a strong passion for machine learning and data science, fueled by the drive to learn and the endurance for growth beyond the ordinary.

Soroosh Ansarimehr: Soroosh Ansarimehr is a Ph.D. student in Software engineering at University Putra Malaysia (UPM) and he has seven years of experience as a web developer. Building quality websites and applications with NodeJs, Angular, and Ionic. Great experience in Asp MVC with C#. Project management and training new programmers are two positions that he is fully fit in. He achieved his Master of Computer Architecture at Shiraz University after he finished his Bachelor of Applied Mathematics at Shiraz University. Soroosh developed "Inify", a startup project to manage and sell Instagram goods for Iranian sellers. Also, he developed "ePay", a startup project on the E-commerce field. This project provides virtual currency for the users in which they can transfer money throw their carrier code or QRcode they have given in the application. Moreover developed "eJob", an employee attendance tracker. This tracker works based on employee GPS location and the QR-code at the entrance of his/her company. Successfully developed an inventory management application that improved warehouse productivity. Training new recruitments. He was the founder of the "Iran Audio Guide", a startup project for tourism in Iran. And successfully developed 100+ IT projects within 7 years.