MB-910 Microsoft Dynamics 365 Fundamentals (CRM) Exam Prep

Topic 1 Foundations of Dynamics 365 customer engagement apps 

• Customer relationship management
• Microsoft Power Platform and Dynamics 365 customer engagement apps
• Microsoft Dataverse and Dynamics 365 customer engagement app
• Use cases for Dynamics 365 customer engagement apps
• Navigate to and within Dynamics 365 customer engagement apps

Topic 2 Shared activities and integration options in Dynamics 365 customer engagement apps 

• Customers and activities
• Exercise: Manage customers and activities
• Search criteria and filters
• Reporting capabilities including charts, dashboards, and views
• Excel integrations
• Microsoft Teams integration
• Outlook integration

Topic 3 Explore Dynamics 365 Customer Insights – Journeys 

• Use cases for Dynamics 365 Customer Insights - Journeys
• Dynamics 365 Customer Insights - Journeys business scenario
• Email marketing
• How to target customers by using marketing lists and segments
• Describe customer journeys
• Describe lead generation and qualification
• Describe use cases for marketing forms
• Describe event management features and capabilities

Topic 4 Describe Dynamics 365 Customer Insights - Data and Dynamics 365 Customer Voice 

• Explore a Dynamics 365 Customer Insights - Data business scenario
• Use cases for and capabilities of Dynamics 365 Customer Insights - Data
• Use cases for and capabilities of Dynamics 365 Customer Voice

Topic 5 Explore Dynamics 365 Sales 

• Describe use cases for Dynamics 365 Sales
• Review the sales lifecycle
• Explore a Dynamics 365 Sales business scenario
• Describe leads and the process for qualifying leads
• Describe the opportunity management process
• Exercise: Lab: Work with leads and opportunities
• Describe Dynamics 365 Sales business process flows
• Describe sales order processing

Topic 6 Describe Dynamics 365 Sales capabilities and related apps 

• Identify additional Dynamics 365 Sales capabilities and related apps
• Explore a Dynamics 365 Sales related apps business scenario
• Describe sales pipeline and forecasting concepts
• Describe use cases for and capabilities of Sales Insights
• Describe use cases for and capabilities of LinkedIn Sales Navigator
• Describe the Dynamics 365 Sales mobile app
• Describe Microsoft Sales Copilot

Topic 7 Explore Dynamics 365 Customer Service 

• Use cases for Dynamics 365 Customer Service
• Explore a Dynamics 365 Customer Service business scenario
• Case lifecycle including service-level agreements (SLAs) and entitlements
• Functionality for workload management
• Dynamics 365 Customer Service business process flows
• Knowledge management in Dynamics 365 Customer Service

Topic 8 Describe Dynamics 365 Customer Service capabilities and related apps

• Dynamics 365 Customer Service-related apps business scenario8 min
• Omnichannel for Customer Service12 min
• Reporting and data visualization options in Dynamics 365 Customer Service5 min
• Dynamics Customer Voice use cases for customer service

Topic 9 Explore Dynamics 365 Field Service 

• Describe use cases for Dynamics 365 Field Service
• Explore a Dynamics 365 Field Service business scenario
• Describe the work order lifecycle
• Describe inspections in Dynamics 365 Field Service
• Describe the Dynamics 365 Field Service mobile app

Topic 10 Describe Dynamics 365 Field Service scheduling capabilities and related apps

• Describe resource and scheduling processes
• Explore a Dynamics 365 Field Service-related apps business scenario
• Describe asset management and customer assets
• Describe Connected Field Service for Dynamics 365

Practice Exam

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Minimum Entry Requirement

Knowledge and Skills

• Able to operate using computer functions
• 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.

Target Age Group: 18-65 years old

Minimum Software/Hardware Requirement

Software:

TBD

Hardware: Window or Mac Laptops

• Data Scientists
• Data Analysts
• Engineers

Sanjiv Venkatram: Sanjiv i is an ACTA certified experienced leader with a proven track record in business / finance consulting and in developing i) business intelligence (BI) solutions ii) data analytics/analysis solutions and iii) IOT lead BI solutions. Sanjiv's goal through Prudentia Consulting, is to promote the simple joy and excitement of actively using the Microsoft Platform. He believes that the agility afforded by the Microsoft platform helps businesses get time back for deeper business thinking and to spend more time with their end customers

Sanjiv has rich experiences in diverse/complex high-tech businesses, turn around environments and strategic transformations. His functional expertise is in sales analytics, financial planning and analysis, engineering and program management. He has worked across discrete manufacturing, professional services and higher education verticals. He also has a working knowledge of equities portfolio management within the financial services domain.Sanjiv is the CEO of Prudentia Consulting, an organization committed to promoting the active usage of the Microsoft Platform. Prior to this, he has worked at Microsoft (US & APAC: 9.2 years), Cognizant Tech Solutions (3.3 years), Yazaki North America (8 years) and until recently at Oracle. Here are a few of his BI/analytics projects driven at scale: Built APAC wide BI dashboard using the Power BI umbrella tool set (Power BI online, Power BI desktop and Power Pivot) and a KPI lake (SQL DB), Helped develop key KPIs – identified key KPIs and helped land this in the DB, Developed a budget audit tool that captured budget inputs from a host of countries across the globe, Developed a business unit P&L reporting tool (functional architecture) in Business Objects for the world-wide financial planning and analysis team.

Alec Tan: Alec Tan is a ACTA certified trainer, He has a number of Comptia certifications. Since 2002, starting off from IT technical background to pre-sales, sales account manager, system integration, operate IT retail / repair shop business in Sim Lim Square 2008 ~ 2012, and back to IT industry employment, freelance IT Trainer till present.

Kishan Raaj: Kishan Raaj is a seasoned Data Science and SAP Program Manager with over 15 years of experience, currently leading all end-to-end training and projects for Data Science across Asia at LITHAN, Singapore. With expertise in machine learning, data analytics, and cloud technologies, he is well-versed in techniques such as regression, decision trees, clustering, and text mining. He has hands-on experience with tools like Python, R, Tableau, PowerBI, and Microsoft Azure Machine Learning Studio.
As an ACTA certified trainer, Kishan has designed and delivered comprehensive courses for SAP and Data Science programs, managing teams and training in multiple countries, including Singapore, Malaysia, China, India, and Vietnam. His background in SAP, particularly in S4/HANA and ABAP, combined with his expertise in machine learning libraries such as TensorFlow and Keras, positions him as a highly capable leader in technical education and project management across various industries.

Quah Chee Yong: Quah Chee Yong is a ACTA certified trainer. Quah Chee Yong Chee Yong is an experienced professional who has held various Technical, Operations and Commercial positions across several industriesA firm believer that AI can create a better world, he has equipped himself with the Knowledge and Skills in the fields of Data Science, Machine Learning, Deep Learning and Cloud Deployment

He has a deep passion for training & facilitating and is currently a Singapore WSQ certified Adult Educator. He particularly enjoys the interactive engagements with his fellow trainers and learners

Peter Cheong :  Peter is a ACLP certied trainer. Specialise In IT related knowlege and conduct IT Training which Include Microsoft Window Server Technology (Wintel) and Linux - Centos/Red Hat. Comptia ,ITIL , Motorola Solution Trunking System and Cisco Networking. I was worked in Motorola Solutions Conduct Motorola Astro 25 Trunking System For Police Force Malaysia (RMPnet),Taiwan Navy, Indonesia METRO POLDA (Police Force). After that Peter Join As IT Group Manager For W-Group which include 17 subsidiaries Companies in Real Estate Developer,Plantation, Building Management Services ,Contruction and also Fiber Opti Service Provider in Sabah,Malaysia.

Alan Tan: Alan Tan is a ACTA certified trainer. Alan Tan hold Masters in Data Science in Singapore University of Technology and Design. He is Microsoft Power Platform PL-900 certified and Microsoft Azure Data Fundamentals  Certified DP-900. He have this skills in Microsoft Power Platform development skills such as Powerapps, Power Automate,Power Portal, Power Virtual Agent, Power BI, Sharepoint, Dataverse, etc. For Programming language such as Python and Robotics Process Automation (RPA) development. He is working as a Senior Data Engineer in an MNC.

Bernard Peh: Bernard Peh is a Business Development Director and ACTA certified trainer with over 20 years of experience in the financial services industry. He has held key leadership roles and integrated technology, digital marketing, and data science to drive growth in sales, recruitment, and financial planning. As a mentor, Bernard has developed many successful financial professionals who have achieved top industry accolades like TOT, COT, and MDRT.

With deep expertise in data science, Bernard has advised firms and designed training programs for institutions like NTUC Learning Hub. He continues to apply data science to collective funds, achieving exceptional results such as a 400% increase in assets under management, while empowering financial professionals with technology-driven solutions.

Ken Hiong: Ken Hiong is a ACTA certified trainer. Ken has over 20 years of work experience in the healthcare and pharmaceutical industry, having assumed various functional and managerial roles in sales, marketing, business development, finance, business analysis and planning. With an interest and experience in scripting, Ken has worked on projects using HTML, CSS, PHP, MySQL, WordPress, MS Office, VBA, Power BI, etc. Notably, Ken is a proven expert Excel user at work who has made efficient many work processes, improved data analysis and enhanced the quality of business planning and reporting for organizations.

Ken graduated with a Pharmacy degree, holds a Master of Business Administration from the National University of Singapore and a Master of Applied Finance from the University of Adelaide. An ardent advocate of lifelong learning, Ken is ACTA trained and seeks to continually upgrade his IT skills through various channels of learning and Microsoft certifications. With MS Office Master qualification, Ken looks forward to assisting individuals and corporations improve their computer skills, productivity and business outcomes.

Audrey Lin : Audrey Lin is a ACTA certified trainer. She is a Business Development Director at Gill Technologies, an IT Consulting and Managed Services Provider focused at servicing SMEs. I'm responsible for the operations, sales, marketing, accounting, and finance functions of the organization. She have 13 years of experience in helping businesses and schools maximize their Return on Investment on IT through the use of the right technology, improving their business processes and increasing user adoption. My expertise is around Microsoft 365, MS Teams and Power BI. To help organizations improve employee productivity with tools from the MS 365 stack, she have delivered several classroom & online-styled end user training sessions to organizations from various industries - real estate, F&B, oil & gas, healthcare, schools, logistics. I have also created multiple customized & on-demand videos that end users can refer to for a quick review. Being certified as a Microsoft Data Analyst Associate, She is proficient at helping businesses gather business insights from their wide array of data. She have been involved in BI Projects with healthcare firms, logistics companies, FIs, etc., starting from the design phase, right through to the daily management of the BI system. Her area of knowledge in managing security and compliance in MS 365 is significant and ever-growing. She have good understanding of the Zero Trust Principle and uses that to improve the IT security posture of her clients. With the support of her engineering team at Gill Technologies, we use cloud-based management tools from MS 365, namely Intune, Endpoint Manager, Defender, etc. to manage our clients' endpoints.