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所在平台: Udemy |
课程主页: https://www.udemy.com/course/ms-mb-910/
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MB-910: Microsoft Dynamics 365 基础 (CRM) - 2025 年 5 月 本课程旨在全面介绍 Microsoft Dynamics 365 中的客户互动应用。我们将探讨 Dynamics 365 Customer Insights、Sales、Customer Service 和 Field Service 的核心功能和用例。 **主要学习内容包括：** * **Dynamics 365 Customer Insights (15-20%)** * Customer Insights - Journeys：探索营销活动、潜在客户生成、营销表单、客户细分、电子邮件营销、客户旅程、活动管理以及与 Microsoft 365 Copilot 的集成。 * Customer Insights - Data：理解统一客户画像、度量、细分、预测以及相关用例。 * **Dynamics 365 Sales (20-25%)** * Sales 核心功能：探索销售流程、潜在客户资格、商机管理、报价生命周期、订单和发票管理、引导式销售（包含业务流程流）、产品目录、价格表、单位组。 * AI 赋能：了解 Microsoft 365 Copilot in Sales、Sales Accelerator、Sales Insights 和 LinkedIn Sales Insights 的强大功能。 * 移动应用和报告：探索 Dynamics 365 Sales 移动应用、销售管道和预测概念。 * **Dynamics 365 Customer Service (20-25%)** * Customer Service 核心功能：覆盖工作负载管理（案例、路由规则、Omnichannel）、知识管理、案例生命周期（SLA、SLA）、Copilot 集成、相关应用。 * 提升效率：探索代理生产力工具、报告和数据可视化选项。 * **Dynamics 365 Field Service (15-20%)** * Field Service 核心功能：介绍工作订单生命周期、现场检查、移动应用、Copilot 集成、资源管理、调度流程、资产管理、客户资产以及 Connected Field Service。 * **Dynamics 365 客户互动应用核心能力 (15-20%)** * 基础介绍：了解客户互动应用的基础、Microsoft Power Platform 与客户互动应用的关系，以及 Microsoft Dataverse 的作用。 * 导航与集成：学习在客户互动应用中导航，并探索 Microsoft 365 Copilot 的能力。 * 集成和协作：深入了解共享活动、Microsoft Teams、Outlook、Excel、Word 和 SharePoint 的集成选项。 * 数据管理：掌握搜索选项、筛选条件、报告功能（仪表板、图表、视图）。 本课程将帮助您掌握在 Dynamics 365 中驱动客户成功和优化业务流程的关键技能。
Skills at a glanceDescribe Dynamics 365 Customer Insights (15-20%)Describe Dynamics 365 Sales (20-25%)Describe Dynamics 365 Customer Service (20-25%)Describe Dynamics 365 Field Service (15-20%)Explore the core capabilities of customer engagement apps in Dynamics 365 (15-20%)Describe Dynamics 365 Customer Insights (15-20%)Explore Customer Insights - JourneysDescribe use cases for Customer Insights - JourneysDescribe lead generation and qualificationDescribe use cases for marketing formsDescribe how to target customers by using segmentsDescribe email marketingDescribe customer journeysDescribe event management features and capabilitiesDescribe how to use Microsoft 365 Copilot with Customer Insights - JourneysDescribe Customer Insights - DataDescribe use cases of and capabilities for Customer Insights - DataDescribe unified customer profilesDescribe measures, segments, and predictionsDescribe Dynamics 365 Sales (20-25%)Explore SalesDescribe use cases for SalesDescribe leads and the process for qualifying leadsDescribe the opportunity management processDescribe the quote lifecycleDescribe the order management and invoice management processesDescribe use cases for guided selling including business process flowsDescribe the product catalog, prices list, and unit groupsDescribe Microsoft 365 Copilot in SalesDescribe the Sales acceleratorDescribe Sales capabilities and related appsDescribe sales pipeline and forecasting conceptsDescribe use cases for and capabilities of Sales Insights featuresDescribe use cases for and capabilities of LinkedIn Sales InsightsDescribe use cases for the Dynamics 365 Sales mobile appDescribe Microsoft 365 Copilot for SalesDescribe Dynamics 365 Customer Service (20-25%)Explore Customer ServiceDescribe use cases for Customer ServiceDescribe the functionality for workload management, including cases, basic routing rulesets (basic queues), Unified Routing, and the inbox for agentsDescribe knowledge management in Customer ServiceDescribe the case lifecycle including service-level agreements (SLAs) and entitlementsDescribe use cases for Copilot in Customer ServiceDescribe Customer Service capabilities and related appsDescribe Omnichannel for Customer ServiceDescribe reporting and data visualization options in Customer ServiceDescribe use cases for agent productivity toolsDescribe Dynamics 365 Field Service (15-20%)Explore Field ServiceDescribe use cases for Field ServiceDescribe the work order lifecycleDescribe inspections in Field ServiceDescribe the Field Service mobile appDescribe use cases of Copilot in Field ServiceDescribe capabilities related to Field ServiceDescribe resource management and scheduling processesDescribe asset management and customer assetsDescribe Connected Field Service for Dynamics 365Explore the core capabilities of customer engagement apps in Dynamics 365 (15-20%)Describe the foundations of customer engagement appsDescribe customer engagement appsDescribe Microsoft Power Platform as it relates to customer engagement appsDescribe Microsoft Dataverse as the foundation for customer engagement appsNavigate to and within customer engagement appsDescribe capabilities of Microsoft 365 Copilot in the Dynamics 365 customer engagement appsDescribe shared activities and integration options in customer engagement appsDescribe customers and activitiesDescribe search options and filter criteriaDescribe reporting capabilities including dashboards, charts, and viewsDescribe Microsoft Teams integrationDescribe Microsoft Outlook integrationDescribe Microsoft Excel and Word integrationDescribe Microsoft SharePoint integration
