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MB-910 Microsoft Dynamics 365 Fundamentals (CRM) Training

Course Information

  • Sessions 2 days
  • Duration 15 hrs
  • Level Beginner
  • Assessment NA

Venue

Download Course Brochure

Certification

  • Certificate of Completion from Tertiary Courses - Upon meeting at least 75% attendance and passing the assessment(s), participants will receive a Certificate of Completion from Tertiary Courses.

MB-910 Microsoft Dynamics 365 Fundamentals (CRM) Training

Course Code: C665

6 Review(s) | Add Your Review

What's This Course About

Elevate your credentials with our MB-910 Microsoft Dynamics 365 Fundamentals (CRM) Exam Prep course. This course is finely tailored to provide a detailed understanding of the core concepts and functionalities of Microsoft Dynamics 365 CRM. Through this course, learners will delve into the essential features and applications of Dynamics 365 CRM that make it a robust platform for customer engagement. The curriculum is carefully structured to cover all the key areas required for the MB-910 exam, ensuring a well-rounded preparation. As learners progress, they will explore the various tools and features that enable effective customer relationship management, while also gaining insights into the best practices that drive customer satisfaction and business success.

Transitioning from foundational to advanced concepts, this course offers a thorough understanding of how to leverage Microsoft Dynamics 365 CRM to optimize customer interactions and operational efficiency. Learners will also explore real-world scenarios and case studies, enhancing their ability to apply the learned concepts in practical situations. The course also provides a plethora of resources and practice exercises to reinforce learning and prepare learners for the examination thoroughly. By the end of this course, learners will be well-prepared to take on the MB-910 exam, and with the acquired knowledge and skills, they can significantly contribute to their organization's CRM initiatives, thus advancing their careers in the dynamic field of customer relationship management.

Bonus: Free Practice Exams

Get exam-ready on our Practice Exam Portal — train in realistic Practice Mode and timed Exam Mode, then retake them as many times as you like before the real exam.

Start Practising →

WSQ Funding

Full Fee ₵3,000.00 Before GST
GST ₵270.00 9% of fee
Baseline Nett ₵1,770.00 SG/PR age 21+ · 50% funded
MCES / SME Nett ₵1,170.00 SG age 40+ · 70% funded

Course Fee

₵3,000.00

Course Date

Course Time

Additional Note

Please bring your own laptop for hands-on training. If you don't have laptop, we can provide spare laptop for training use.

Post-Course Support

  • We provide free consultation related to the subject matter after the course.
  • Please email your queries to info@tertiarycourses.com.gh and we will forward your queries to the subject matter experts and get back to you as soon as possible.

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. The minimum class size to start a class is 3 Pax.

Course Details

Course Details

What You'll Learn

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

Course Info

Promotion Code

Your will get 10% discount voucher for 2nd course onwards if you write us a Google review.

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

Job Roles

Job Roles

  • Data Scientists
  • Data Analysts
  • Engineers

Trainers

Trainers

is an accomplished IT and data specialist with over 20 years of experience in academia, ICT leadership, and professional training, with a strong focus on data analytics and Excel-based solutions. He has developed and delivered specialized training programs on Statistical Data Analysis with Excel and Visual Basic for Applications (VBA) for Excel, equipping learners with advanced data manipulation, automation, and reporting skills. His expertise extends to automating institutional reporting systems, where he successfully streamlined academic records management through Excel-based tools, integrating macros and automation to improve efficiency and accuracy. As a trainer and consultant, Dr. Siraj has taught Excel to diverse audiences, including university staff, administrative teams, and professionals in banking, security, and education, ensuring they can apply Excel for decision-making, statistical modeling, and process automation. His practical mastery of Excel is complemented by his deep knowledge of office automation and ICT project management, making him a highly sought-after trainer in data analysis and productivity tools. With his blend of hands-on technical expertise and instructional experience, Dr. Siraj stands out as a credible authority in leveraging Excel to drive organizational efficiency and data-driven strategies

Review

Customer Reviews (6)

Great learning experience Review by Course Participant/Trainee
1. Do you find the course meet your expectation?
2. Do you find the trainer knowledgeable in this subject?
3. How do you find the training environment
Great course materials and well-paced lessons. The exercises really helped me understand the topic. (Posted on 2/21/2026)
Great learning experience Review by Course Participant/Trainee
1. Do you find the course meet your expectation?
2. Do you find the trainer knowledgeable in this subject?
3. How do you find the training environment
I found the course extremely useful and relevant to my job. Highly recommend it to others. (Posted on 1/18/2026)
Good course materials Review by Course Participant/Trainee
1. Do you find the course meet your expectation?
2. Do you find the trainer knowledgeable in this subject?
3. How do you find the training environment
Good hands-on training with plenty of examples. I feel much more confident applying these skills now. (Posted on 8/10/2025)
Superb training Review by Course Participant/Trainee
1. Do you find the course meet your expectation?
2. Do you find the trainer knowledgeable in this subject?
3. How do you find the training environment
Great course materials and well-paced lessons. The exercises really helped me understand the topic. (Posted on 3/8/2025)
Well structured course Review by Course Participant/Trainee
1. Do you find the course meet your expectation?
2. Do you find the trainer knowledgeable in this subject?
3. How do you find the training environment
The trainer was knowledgeable and explained the concepts clearly with real-world examples. (Posted on 12/14/2024)

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