Do you want to learn more about Dynamics 365? This course will provide you with a broad introduction to the customer engagement capabilities of Dynamics 365. 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 Customer Insights, Dynamics 365 Sales, Dynamics 365 Customer Service and Dynamics 365 Field Service. You will also learn how Copilot can assist you in executing customer engagement tasks in Dynamics 365. This course includes lectures and hands-on-labs.

Course Prerequisites

To ensure a successful experience in the MB-910T00 course, participants should meet the following prerequisites:

• Basic understanding of business operations in sales, marketing, and customer service
• Familiarity with business workflows and processes
• General knowledge of cloud computing and Software as a Service (SaaS) concepts
• Basic computer literacy and ease of navigating software applications
• No prior Dynamics 365 experience is required, though experience with CRM platforms is beneficial
• A genuine interest in digital tools that improve business operations and customer relationships

This fundamentals-level course is designed to be accessible for learners from a variety of backgrounds.

Target Audience

This course is intended for:

• IT professionals, business stakeholders, students, entrepreneurs, and those starting or changing careers
• Individuals interested in understanding how customer engagement apps can improve business outcomes
• Learners looking to explore the sales, marketing, customer service, and field service features of Dynamics 365
• Professionals curious about how Copilot for Dynamics 365 can streamline engagement tasks

This course is a stepping stone for anyone aiming to work with CRM platforms or seeking a foundational understanding of Dynamics 365 customer engagement apps.

Why Choose us

⭢ Live Online Training (Duration : 8 Hours)

⭢ Guaranteed to run classes

⭢ Experienced & certified trainers

⭢ Query Handling session

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Learning Objectives

This course provides foundational knowledge of the Microsoft Dynamics 365 customer engagement ecosystem, allowing learners to understand its core functionality, business value, and how it supports marketing, sales, and service operations.

• Navigate and understand the Dynamics 365 interface and key features of customer engagement apps
• Identify and perform common CRM tasks, including integration with Microsoft 365 tools
• Create, manage, and track customer interactions to strengthen relationships and build loyalty
• Understand the capabilities of Dynamics 365 Marketing to design, execute, and evaluate marketing campaigns
• Develop customer segments and journeys to deliver personalized content and communications
• Explore Dynamics 365 Sales, including lead management, opportunity tracking, and sales forecasting
• Manage product catalogs, entitlements, and SLAs to support a comprehensive sales process
• Learn about case management, service queues, and knowledge articles in Dynamics 365 Customer Service
• Discover Dynamics 365 Field Service functions, including work order creation, scheduling, and asset tracking
• Apply key concepts through hands-on labs, including managing service requests and completing customer engagement tasks with Microsoft Copilot

By the end of this course, learners will be able to articulate the value of Dynamics 365 for customer engagement and understand how to navigate and use its apps to improve customer experiences and business outcomes.