MB-910 Microsoft Dynamics 365 Fundamentals (CRM)
About This Course
This course on MB-910 Microsoft Dynamics 365 Fundamentals (CRM) provides a comprehensive overview of Dynamics 365 capabilities, helping you implement effective CRM strategies and optimize customer engagement processes. Participants will learn to navigate core customer engagement apps, integrate CRM tools like Excel, Microsoft Teams, and Outlook, and use advanced features such as dashboards and reporting capabilities to drive business outcomes.
The course also covers advanced modules such as customer insights, sales lifecycle management, field service tools, and customer service optimization. You’ll gain skills in refining CRM tools, managing customer journeys, drawing actionable insights from CRM data, and recommending strategic investments to improve CRM technologies. By the end of the course, participants will be equipped to optimize CRM practices, enhance collaboration across teams, and ensure alignment with organizational goals.
What You'll Learn
LO1: Develop strategies for implementing Microsoft Dynamics 365 CRM capabilities and utilizing the tools to disseminate information.
LO2: Review research findings to refine CRM tools and customer journey strategies.
LO3: Manage and evaluate the optimization of CRM practices using established criteria and monitoring processes.
LO4: Draw actionable insights from Microsoft Dynamics 365 CRM to evaluate team’s performance.
LO5: Review and apply criteria to recommend strategic investments in CRM tools and technologies.
Entry Requirements
Knowledge and Skills
• Able to operate computer functions with minimum Computer Literacy Level 2 based on ICAS Computer Skills Assessment Framework
• Minimum 3 GCE ‘O’ Levels Passes including English or WPL Level 5 (Average of Reading, Listening, Speaking & Writing Scores)
Attitude
• Positive Learning Attitude
• Enthusiastic Learner
Experience
• Minimum of 1 year of working experience.
Miniumum Age Group: 21-65 years old