This 12-week course introduces students to the customer engagement (CRM) capabilities of Microsoft Dynamics 365. Students learn the fundamentals of Dynamics 365 Sales, Customer Service, Field Service, Customer Insights, Contact Center, and Power Platform integration. The course prepares students for the Microsoft Certified: Dynamics 365 Fundamentals (CRM) (MB-910) certification.
Curriculum
- 12 Sections
- 0 Lessons
- 12 Weeks
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- Week 1 Introduction to Microsoft Dynamics 365 CRM0
- Week 2 Dynamics 365 Sales Fundamentals0
- Week 3 Customer Service Fundamentals0
- Week 4 Field Service FundamentalsWork orders, scheduling, resource management, mobile workforce, and field service operations.0
- Week 5 Customer Insights0
- Week 6 Dynamics 365 Contact CenterOmnichannel support, agent productivity, customer communications, and service experiences.0
- Week 7 Power Platform Integration0
- Week 8 Business Process Automation0
- Week 9 Security and Administration0
- Week 10 AI and Copilot in Dynamics 3650
- Week 11 Reporting and Business Intelligence0
- Week 12 MB-910 Exam Review & Capstone Project0
