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Further Information

• MB-910: Course Overview

  As a candidate for this certification, you aspire to understand how customer engagement apps for Dynamics 365 can be used to:

  • Unify profiles and tailor targeted, personalised customer journeys by using Dynamics 365 Customer Insights apps.
  • Efficiently assist users through the complete sales order lifecycle by using Dynamics 365 Sales.
  • Assist agents with case management through the complete customer support lifecycle by using Dynamics 365 Customer Service.
  • Schedule and complete work orders by using Dynamics 365 Field Service.
  • Evaluate how Microsoft 365 Copilot can assist with each of these.

  You can use this certification to prepare for role-based or specialty certifications, but it’s not a prerequisite for any of them.

• MB-910: Course Modules

  Module 1: Explore the core capabilities of Microsoft Dynamics 365 customer engagement apps.

  Module 2: Explore the fundamentals of Microsoft Dynamics 365 Customer Insights

  Module 3: Explore the fundamentals of Microsoft Dynamics 365 Sales

  Module 4: Explore the fundamentals of Microsoft Dynamics 365 Customer Service

  Module 5: Explore the fundamentals of Microsoft Dynamics 365 Field Service

• MB-910: Course Objectives

  You will become familiar with the concept of customer engagement, the core capabilities of customer engagement apps as well as with each of the customer engagement apps, including Dynamics 365 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Service and Dynamics 365 Field Service.

  By the end of the course you will be able to:

  • Describe the foundations of Dynamics 365 customer engagement apps
  • Describe shared activities and integration options in Dynamics 365 customer engagement apps
  • Explore Dynamics 365 Marketing
  • Describe Dynamics 365 Marketing apps
  • Explore Dynamics 365 Sales
  • Describe Dynamics 365 Sales capabilities and related apps
  • Explore Dynamics 365 Customer Service
  • Describe Dynamics 365 Customer Service capabilities and related apps
  • Explore Dynamics 365 Field Service
  • Describe Dynamics 365 Field Service scheduling capabilities and related apps.

• MB-910: Prerequisites

  The certification is intended for you if you’re seeking to start your journey using Dynamics 365 customer engagement solutions.

  An understanding of cloud computing is helpful but isn’t necessary.