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Microsoft Dynamics 365 Fundamentals (CRM)
Duration
Not Applicable
Course
LQEX-MOC-MB-910
Available Formats
Exam Vouchers
Course Description
Overview
This exam measures your ability to describe the following: Dynamics 365 Marketing; Dynamics 365 Sales; Dynamics 365 Customer Service; Dynamics 365 Field Service; and shared features.This exam covers the customer engagement features and capabilities of Dynamics 365 apps. Candidates of this exam should have a fundamental understanding of customer engagement principles, business operations, and general computer skills.
You may be eligible for ACE college credit if you pass this certification exam.
Passing score: 700
Objectives
Topics
Describe Dynamics 365 Marketing (15–20%)
Describe Dynamics 365 Marketing capabilities
- Describe the process for generating and scoring leads by using marketing forms and pages
- Describe how to target customers by using segments and subscription lists
- Describe email marketing concepts and processes
- Describe the process of automating marketing activities by using customer journeys
- Describe event management features and capabilities including Microsoft Teams webinar
- Describe the capabilities of Dynamics 365 Customer Insights including Audience Insights and
- Describe the capabilities of Dynamics 365 Customer Voice
- Describe leads and the process for qualifying leads
- Describe the opportunity management process
- Describe the quote lifecycle
- Describe sales pipeline forecasting concepts
- Describe capabilities of Dynamics 365 Sales Insights
- Describe capabilities of LinkedIn Sales Navigator
- Describe Knowledge Management
- Describe the case lifecycle including service-level agreements (SLAs) and entitlements
- Describe how to use queues to manage work
- Describe the work order lifecycle
- Describe capabilities of the Inspections feature
- Describe customer asset management and preventive maintenance processes
- Describe resource and scheduling processes
- Describe scheduling options including Schedule Assistant and Resource Schedule Optimization (RSO)
- Describe how to enable proactive customer asset maintenance by using Connected Field Service
- Describe Microsoft Dataverse as the foundation for Dynamics 365 apps
- Describe built-in reporting capabilities including dashboards, charts, and views
- Describe customers and activities
- Describe Microsoft Teams integration capabilities
- Describe email capabilities including App for Outlook
- Describe how Microsoft Excel and Microsoft Word can be used with Dynamics 365 apps
- Describe options for analyzing data by using Power BI
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