Microsoft Certified: Dynamics 365 Fundamentals (CRM) (MB910)

This one-day course will provide introduction to the customer engagement capabilities of Dynamics 365. You will become familiar with the concept of customer engagement, as well as each of the customer engagement apps, including Dynamics 365 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, and the customer relationship management (CRM) capabilities of Dynamics 365 Project Operations. This course will include lecture as well as hands-on-labs.


A preferential rate (-15%) applies to the regular cost for non-profit organizations, as well as the government sector. In addition, you can benefit from additional advantages through a corporate agreement when you need to train several people or teams in your company. Contact us for details.

Public class

1 day / 7 hours

Private class

Virtual classroom
Minimum no. of participants: 5
1 day / 7 hours
Price on request
English or French
Training plan: 

Microsoft Dynamics 365 Fundamentals (MB-910T00)

Module 1: Navigate the Dynamics 365 customer engagement apps

  • Describe customer relationship management
  • Describe Microsoft Dataverse
  • Explore the Dynamics 365 customer engagement apps
  • Access the Dynamics 365 customer engagement apps
  • Locate and filter data

Module 2: Explore common Dynamics 365 activities and integration options

  • Explore customers and activities
  • Explore Dynamics 365 reporting options
  • Describe integration technologies

Module 3: Explore Dynamics 365 Marketing

  • Identify key capabilities of Dynamics 365 Marketing
  • Describe marketing tasks
  • Describe email marketing
  • Describe marketing segments
  • Explore customer journeys
  • Describe lead generation and qualification

Module 4: Explore other marketing capabilities and apps

  • Explore event management capabilities
  • Describe Dynamics 365 Customer Voice
  • Describe Dynamics 365 Customer Insights

Module 5: Explore Dynamics 365 Sales

  • Review the sales lifecycle
  • Work with leads
  • Describe opportunity management
  • Describe quote management
  • Describe order and invoice management

Module 6: Use sales capabilities

  • Describe Dynamics 365 Sales forecasting
  • Describe Linkedin Sales Navigator
  • Describe Dynamics 365 Sales Insights

Module 7: Explore Dynamics 365 Customer Service

  • Review the case lifecycle
  • Work with cases and queues
  • Describe case management
  • Describe business process flows
  • Describe entitlements and service-level agreements (SLAs)

Module 8: Examine knowledge management in Dynamics 365 Customer Service and related apps

  • Describe knowledge management
  • Explore Omnichannel for Customer Service
  • Explore historical analytics

Module 9: Explore Dynamics 365 Field Service

  • Identify Dynamics 365 Field Service
  • Describe the work order lifecycle
  • Describe inspections

Module 10: Describe the scheduling process

  • Describe scheduling
  • Define resources
  • Schedule qualified resources
  • Describe Resource Scheduling Optimization (RSO)
  • Describe the asset management capabilities of Dynamics 365 Field Service
  • Describe customer assets
  • Describe assets and Connected Field Service
  • Up to date courseware with Microsoft Learn

  • Microsoft course achievement badge

Learners should have a fundamental understanding of customer engagement principles and business operations. An understanding of cloud computing is helpful, but isn't necessary.

Certification information: 
  • Exam code: MB-910
  • Cost: 99 USD
  • Skills measured
    • Describe Dynamics 365 Marketing
    • Describe Dynamics 365 Sales
    • Describe Dynamics 365 Customer Service
    • Describe Dynamics 365 Field Service
    • Describe shared features

Contact us for more information on pricing::

Office: 1-888-718-9732
E-mail: info@eccentrix.ca

130, King Street West, Suite 1800
Toronto, Ontario M5X 1E3