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WSQ - Microsoft Dynamics 365 Fundamentals (CRM) (MB-910)

WSQ - Microsoft Dynamics 365 Fundamentals (CRM) (MB-910)

Dynamics 365 Fundamentals (CRM) Certification Prep Course. This meticulously designed course aims at equipping learners with the necessary knowledge and skills to develop effective strategies for implementing Microsoft Dynamics 365 CRM capabilities. The course goes beyond mere theoretical concepts, enabling learners to utilize the tools proficiently to disseminate information. Furthermore, it introduces frameworks to define customer journeys for marketing on Microsoft Dynamics 365 CRM, aiding in crafting personalized customer interactions that drive engagement and conversions.

Transitioning to a more advanced understanding, the course delves into managing strategies to optimize the deployment and performance of Microsoft Dynamics 365 CRM, ensuring an efficient and responsive CRM environment. Learners will also gain the expertise to draw actionable insights from Microsoft Dynamics 365 CRM to evaluate team’s performance, fostering a culture of continuous improvement. Additionally, reviewing research outcomes and recommending investments for Microsoft Dynamics 365 CRM will be covered, empowering learners to make informed decisions that contribute to the CRM system's continuous enhancement. The knowledge acquired from this course will not only prepare learners for the certification exam but also set a solid foundation for a rewarding career in managing customer relations and marketing strategies using Microsoft Dynamics 365 CRM.

Learning Outcomes

By end of the course, learners should be able to:

Develop strategies for implementing Microsoft Dynamics 365 CRM capabilities and utilizing the tools to disseminate information.
Develop frameworks to define customer journeys for marketing on Microsoft Dynamics 365 CRM.
Manage strategies to optimize the deployment and performance of Microsoft Dynamics 365 CRM.
Draw actionable insights from Microsoft Dynamics 365 CRM to evaluate team’s performance .
Review research outcomes and recommend investments for Microsoft Dynamics 365 CRM.

Course Brochure

Download WSQ - Microsoft Dynamics 365 Fundamentals (CRM) (MB-910) Brochure

Skills Framework

This course follows the guideline of Customer Relationship Management RET-RAN-4001-1.1 under Retail Skills Framework

Certification

Certificate of Completion from Tertiary Infotech - Upon meeting at least 75% attendance and passing the assessment(s), participants will receive a Certificate of Completion from Tertiary Infotech.
OpenCerts from SkillsFuture Singapore - After passing the assessment(s) and achieving at least 75% attendance, participants will receive a OpenCert (aka Statement of Achievement) from SkillsFuture Singapore, certifying that they have achieved the Competency Standard(s) in the above Skills Framework.
External Certification - The participant will be able to attempt the Microsoft Dynamics 365 Fundamentals (CRM) (MB910) exam after attending this course. Upon passing the exam, you will receive the Microsoft Dynamics 365 Fundamentals (CRM) (MB910) accreditation.

Microsoft Learning Partner

We are Authorised Microsoft Learning Partner (Org ID: 5238476). To get the official Microsoft certification, please register your certification exam at Pearson Vue Test Center.

Certification Exam at Pearson Vue

We are Authorised Pearson Vue Testing Center. Once you have prepared for the exam, you can register for the certification here. The course fee does not include the certification exam fee.

You can purchase the exam voucher (one of the lowest prices in Singapore) at Microsoft Fundamental Certification Exam Voucher.

WSQ Funding

WSQ funding is only applicable to Singaporeans and PR. Subject to eligibility, the funding support is subjected to funding caps.

Effective for courses starting from 1 Jan 2024
Full Fee	GST	Nett Fee after Funding (Incl. GST)
		Baseline	MCES / SME
$1,000	$90.00	$590.00	$390.00

Baseline: Singaporean/PR age 21 and above
MCES(Mid-Career Enhanced Subsidy): S'porean age 40 & above

Upon registration, we will advise further on how to tap on the WSQ Training Subsidy.

You can pay the nett fee (after the WSQ training subsidy) by the following :

SkillsFuture Enterprise Credit (SFEC)

Eligible Singapore-registered companies can tap on $10000 SFEC to cover out-of-pocket expenses.Click here to submit SkillsFuture Enterprise Credit

SkillsFuture Credit (SFC)

Eligible Singapore Citizens can use their SFC to offset course fee payable after funding but the $4,000 Additional SFC (Mid-Career Support) cannot be used. Click here for SkillsFuture Credit submission

UTAP

Eligible NTUC members can apply for 50% of the unfunded fee from UTAP, capped up to $250/year and for members aged 40 and above, capped up to $500/year. Click here to submit UTAP

Course Code: TGS-2023040481

Post-Course Support

We provide free consultation related to the subject matter after the course. Please email your queries to enquiry@tertiaryinfotech.com and we will forward your queries to the subject matter experts and get back to you asap.

Course Cancellation/Reschedule Policy

We reserve the right to cancel or re-schedule the course due to unforeseen circumstances. If the course is cancelled, we will refund 100% to participants.
Note the venue of the training is subject to changes due to class size and availability of the classroom.
Note the minimal class size to start a class is 3 Pax.

Course Details

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

Final Assessment

Written Assessment (WA-SAQ)
Practical Performance (PP)

Course Info

Promotion Code

Promo or discount cannot be applied to WSQ courses

Minimum Entry Requirement

Knowledge and Skills

Able to operate using 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.

Target Year Group : 21-65 years old

Minimum Software/Hardware Requirement

Software:

You can download and install the following software:

Microsoft Dynamics 365

Hardware: Windows and Mac Laptops

About Progressive Wage Model (PWM)

The Progressive Wage Model (PWM) helps to increase wages of workers through upgrading skills and improving productivity.

Employers must ensure that their Singapore citizen and PR workers meet the PWM training requirements of attaining at least 1 Workforce Skills Qualification (WSQ) Statement of Attainment, out of the list of approved WSQ training modules.

For more information on PWM, please visit MOM site.

Funding Eligility Criteria

Individual Sponsored Trainee

Employer Sponsored Trainee

Singapore Citizens or Singapore Permanent Residents
From 1 October 2023, attendance-taking for SkillsFuture Singapore's (SSG) funded courses must be done digitally via the Singpass App. This applies to both physical and synchronous e-learning courses.
Trainee must pass all prescribed tests / assessments and attain 100% competency.
We reserves the right to claw back the funded amount from trainee if he/she did not meet the eligibility criteria.

Singapore Citizens or Singapore Permanent Residents who are DIRECT EMPLOYEE of the sponsoring company.
From 1 October 2023, attendance-taking for SkillsFuture Singapore's (SSG) funded courses must be done digitally via the Singpass App. This applies to both physical and synchronous e-learning courses.
Trainee must pass all prescribed tests / assessments and attain 100% competency.
We reserves the right to claw back the funded amount from the employer if trainee did not meet the eligibility criteria.

SkillsFuture Credit:

Eligible Singapore Citizens can use their SkillsFuture Credit to offset course fee payable after funding.

PSEA:

To check for Post-Secondary Education Account (PSEA) eligibility, goto mySkillsFuture portal and search for this course code.
Scroll down to "Keyword Tags" to verify for PSEA eligibility.
If there is “PSEA” under keyword tags, the course is eligible for PSEA.
And if there is no “PSEA” under keyword tags, the course is ineligible for PSEA.
Not all courses are eligible for PSEA funding.

Absentee Payroll (AP) Funding:

$4.50 per hour, capped at $100,000 per enterprise per calendar year.
AP funding will be computed based on the actual number of training hours attended by the trainee.

SFEC:

If the Training Provider has submitted an enrolment for course fee grant claim in Training Partners Gateway (TPGateway), SSG would be able to derive SFEC funding based on this record. There is no need for enterprise to submit any claim request and the SFEC claim will be automatically generated and disbursed.
Where there is no such record, eligible employers are required to submit an SFEC claim after course completion via the SFEC microsite.
SkillsFuture Enterprise Credit (SFEC) Microsite

Steps to Apply Skills Future Claim

The staff will send you an invoice with the fee breakdown.
Login to the MySkillsFuture portal, select the course you’re enrolling on and enter the course date and schedule.
Enter the course fee payable by you (including GST) and enter the amount of credit to claim.
Upload your invoice and click ‘Submit’

SkillsFuture Level-Up Program

The SkillsFuture Level-Up Programme provides greater structural support for mid-career Singaporeans aged 40 years and above to pursue a substantive skills reboot and stay relevant in a changing economy. For more information, visit SkillsFuture Level-Up Programme

Get Additional Course Fee Support Up to $500 under UTAP

The Union Training Assistance Programme (UTAP) is a training benefit provided to NTUC Union Members with an objective of encouraging them to upgrade with skills training. It is provided to minimize the training cost. If you are a NTUC Union Member then you can get 50% funding (capped at $500 per year) under Union Training Assistance Programme (UTAP).

For more information visit NTUC U Portal – Union Training Assistance Program (UTAP)

Steps to Apply UTAP

Note

SSG subsidy is available for Singapore Citizens, Permanent Residents, and Corporates.
All Singaporeans aged 25 and above can use their SkillsFuture Credit to pay. For more details, visit www.skillsfuture.gov.sg/credit
An unfunded course fee can be claimed via SkillsFuture Credit or paid in cash.
UTAP funding for NTUC Union Members is capped at $250 for 39 years and below and at $500 for 40 years and above.
UTAP support amount will be paid to training provider first and claimed after end of class by learner.

Job Roles

Dynamics 365 Administrator
CRM Analyst
Customer Service Manager
Sales Operations Analyst
Marketing Automation Specialist
CRM Project Manager
Business Analyst
Data Analyst
Customer Engagement Manager
Dynamics 365 Developer
Customer Success Specialist
Sales Manager
Marketing Coordinator
CRM Consultant
Technical Support Specialist
Account Manager
Business Development Manager
IT Manager
Solution Architect
System Administrator

Trainers

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.

Agus Salim is a professional with more than 10 years of experience in Project Management, IT Solutions Management, and Systems Integration both in waterfall and agile methodology. He started out his career as a Web Developer before moving on to Business Analyst/Project Manager. He has strong leadership and the capability of leading a team with a proven ability to deliver projects with tight timelines. Besides his experiences in managing projects, he has good knowledge in Cybersecurity and hands-on experience in Next Generation Firewall such as Check Point. During his free time, he likes to explore Cloud Technology, especially on Microsoft Azure. Agus has obtained AZ-104, AZ-500 and other Microsoft certifications. I am also a ALCP certified trainer.