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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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**Dynamics 365 基础 (MB-910) 考试辅导课程（2025年5月考题）** 本课程旨在帮助您深入理解 Microsoft Dynamics 365 中客户互动应用的核心功能，并为通过 MB-910 认证考试做准备。课程内容覆盖了 Dynamics 365 的多个关键模块，重点关注如何利用其强大的工具来提升客户体验和业务流程效率。 **课程要点概览：** * **Dynamics 365 Customer Insights (15-20%)** * 探索 Customer Insights - Journeys，了解其使用场景、潜在客户生成与合格流程、营销表单、客户细分、电子邮件营销、客户旅程、活动管理功能，以及如何将 Microsoft 365 Copilot 集成到 Customer Insights - Journeys 中。 * 深入了解 Customer Insights - Data，包括其使用场景、统一客户档案、度量、细分、预测，以及如何利用这些功能来优化客户数据管理。 * **Dynamics 365 Sales (20-25%)** * 全面了解 Dynamics 365 Sales 的核心功能，包括潜在客户和机会管理流程、报价生命周期、订单和发票管理、引导式销售（含业务流程流）、产品目录、价格表和单位组。 * 学习如何使用 Microsoft 365 Copilot in Sales、Sales Accelerator、Sales Insights 功能和 LinkedIn Sales Insights 来提升销售团队的生产力，并了解销售管道和预测概念。 * 掌握 Dynamics 365 Sales 移动应用的使用场景。 * **Dynamics 365 Customer Service (20-25%)** * 探索 Dynamics 365 Customer Service 的功能，包括工作负载管理（案例、基本路由规则集、统一路由、座席收件箱）、知识管理。 * 理解案例生命周期、服务级别协议 (SLA) 和权益。 * 学习如何利用 Copilot enhance Customer Service，以及 Customer Service 的相关应用和 Omnichannel for Customer Service。 * 了解客户服务中的报告和数据可视化选项，以及用于提升座席生产力的工具。 * **Dynamics 365 Field Service (15-20%)** * 深入了解 Dynamics 365 Field Service 的功能，包括其应用场景、工作订单生命周期、检查功能、移动应用的使用。 * 学习如何利用 Copilot 优化 Field Service 的工作流程，并理解资源管理、调度流程、资产管理和客户资产。 * 探索 Connected Field Service for Dynamics 365 的能力。 * **Dynamics 365 客户互动应用的核心功能 (15-20%)** * 理解客户互动应用的基础，以及 Microsoft Power Platform 和 Microsoft Dataverse 在其支撑中的作用。 * 学习如何在客户互动应用中进行导航，以及 Microsoft 365 Copilot 在其中的应用。 * 了解共享活动、集成选项（Microsoft Teams, Outlook, Excel, Word, SharePoint）、客户与活动管理、搜索与筛选，以及报告功能（仪表板、图表、视图）。 本课程将通过详尽的讲解和实例，帮助您掌握 Dynamics 365 的各项关键功能，为通过 MB-910 考试打下坚实的基础。
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
