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MB 910notes220524
MB 910notes220524
Page 1 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe Dynamics 365 Marketing capabilities
• Both include:
• Automatic segment-based email marketing,
• Basic personalization of content.
1. Describe the process for generating and scoring leads by using marketing forms and
pages
• Leads are people/organizations who might buy your product in the future.
• You can add leads by going to Marketing – Lead management – Leads – "+New".
• You can use existing contacts and accounts as leads.
• The top bar is called a "Business Process flow". Click "Save" to activate the
"Next stage" button.
• You can create your own Business Processes to replace this – click on
Process to do this.
• "Topic" needs to be added manually
• The "Inquiry" stage shows a new lead.
• The "Automated marketing qualifications" stage can be reached
automatically from a lead-scoring model, or advanced manually.
• Other stages are reached as part of the Lead-to-opportunity marketing sales
process.
• You can also "Import from Excel" (or CSV or XML) from your existing lists and then
map to contacts or accounts.
• Leads can also be:
• generated from landing pages or event registrations,
• landing pages can include a form for visitors to enter their contact
details, which are stored in Dynamics 365 Marketing.
• synced from LinkedIn Lead Gen Forms, or
• created by a create-lead tile in a customer journey.
• Scoring models are assessments as to how good a prospect those leads are:
• Marketing – Lead management – Scoring models
• If you are creating a new scoring model, go to the Summary tab, and select
Target as Contact or Account-based leads.
• Contact evaluates that contact only.
• Account evaluates the account and all information/interactions based
on that account's contacts.
• You can evaluate conditions, and give the leads points based on the results of those
conditions.
Page 2 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe Dynamics 365 Marketing capabilities
• You can drag conditions and actions from the Toolbox, or click on the + in the
top-left hand corner.
• If you click on the drop-down in a condition, you can then assign the
condition "Properties".
• Entity for a condition could be "Lead", relating to the account or
contact.
• You can then assign leads "Grades" based on what score they get.
• You can click on Insights to see how many leads are/has been affected by this
Scoring Model (per day – default is 30 days).
• To view grades for this model, go to Related – Lead Scores.
• To view grades for a lead, regardless of the model, go to the lead.
• Lead scores are in the bottom-right hand corner of the Summary tab, and in
the Lead scores tab.
• A dashboard is available:
• Go to My Work – Dashboards and use the drop-down list to select "Lead
generation dashboard".
Page 3 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe Dynamics 365 Marketing capabilities
• People who not have an address.
• You can also combine segments to create compound segments. You can use
union, include and exclude.
• Segments need to be live before they can be used.
• Click on "Go Live". It goes from "Draft" to "Live".
• Subscription lists are for mailing lists.
• They can be used in campaigns or quick campaigns, but not in customer
journeys.
• They only contain contacts.
• The contacts include "Bulk Email" which can be "Do not allow".
• They can be used in apps without Dynamics 365 Marketing.
• Segments are only available if you have Dynamics 365 Marketing, but
can be used in other apps.
Page 4 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe Dynamics 365 Marketing capabilities
• You can also set the email type:
• Transaction email.
• This is considered personal, not promotional communications.
• It will only be sent to a contact if their "Email" to be sent is set to
Allow.
• Commercial email (the default)
• It will only be sent to a contact if their "Email" and "Bulk email" is set
to Allow.
• Unlike transaction emails, commercial emails must include a link to a
subscription center.
• Email recipients can go there to unsubscribe, update contact
information, or choose other lists to subscribe to (you can
select which lists are displayed).
• You can Preview and Test:
• Change the screen size or (once set up) email clients.
• Change the Preview contact.
• In the top-right hand corner (you may need to click on the …), you can do a "test
send" or "Send now".
• When you have finished, you can "go live" to allow it to be part of the journey.
• You can choose to include a link to a "forward to a friend", which forward that
emails to someone else.
• Go to Personalization – Dynamics content – ContentSettings – No settings -
ForwardToAFriend
• A dashboard is available:
• Go to My Work – Dashboards and use the drop-down list to select "Email
marketing dashboard".
Page 5 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe Dynamics 365 Marketing capabilities
• Simple emails.
• (You can also press Skip to start from blank.)
• As part of the journey, you can:
• Send an email,
• Add conditions (if/then branches) or Split the branch into two.
• Wait for a duration, or until a particular date/time.
• Create leads, appointments, phone call, or tasks, and more.
• You need to define an audience.
• It could be a Segment/Subscription List,
• "Inclusion" means add these contacts/accounts.
• when contact information is updated, or
• When someone submits a form.
• You need to "Go Live" to enable the journey.
• You can monitor journeys in the "Customer journey" subarea, or by going to
My Work – Dashboards, and using the drop-down list to go to "Marketing:
Customer journey dashboard".
Page 6 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe marketing-related apps
• Event Vendors, Hotels, and Hotel Rooms.
• Sponsorship management
• Post event – Leads
• You can also use the Event management dashboard:
• Go to Outbound marketing – My Work – Dashboards and use the drop-down
list to select "Event management dashboard".
Page 7 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe marketing-related apps
• Customer lifetime value,
• Potential revenue
• Product recommendations,
• Looking at customers with similar purchase patterns
• Subscription churn,
• Chance the customer no longer purchase your
subscription product/services in a period of time.
• Sentiment analysis
• Customer feedback and other business aspects
• B-to-C or B-to-B transactional churn
• Chance the customer no longer purchase your
product/services in a period of time.
• Add transactional and activity data
• Go to Data – Activities.
• Build measures. Go to Measures. Templates include:
• Average/total transaction value (ATV)
• Average daily/yearly revenue
• Transaction count
• Loyalty points earned/redeemed/balance
• Active customer lifespan
• Loyalty membership duration
• Time since last purchase
• Create segments.
• Based on the enhanced/enriched data.
• Export the data.
• Connect to Engagement Insights, or other Dynamics 365 apps.
Engagement insights
• The public preview expired on February 15, 2022. It is no longer usable.
• You could create metrics showing how customers are using your services and
products.
• You could do this on websites, mobile apps, and internet connected
products.
• You could create funnels and report.
Page 8 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe marketing-related apps
• Funnels allow you to see aggregated versions of web page interaction, and
see where customers stop:
• Start page –> Product page -> Add to basket -> Checkout
• This is to increase conversions, reduce anything that stops customers
from buying, and make it easier for customers who are more likely to
buy.
• The process includes:
• Create a workspace,
• Add code to your website or mobile app,
• View reports which shows active users by browser, device, operating system,
location and language.
• Divide visitors by new and returning users.
• Create metrics to better understand use behavior.
• Create segments based on characteristics or website interactions.
• You could then export the data to Azure Data Lake Storage, or create a link between
Engagement and Audience Insights.
Page 9 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe marketing-related apps
• This include customer sentiment and satisfaction metrics.
• Order delivery
• This includes Customer satisfaction, Net Promoter Score (customer
loyalty), and Product sentiment.
• Service visit (following a customer visit)
• This can be integrated with a customer visit record as scheduled in
Dynamics 365 Field Service.
• This include customer sentiment and satisfaction metrics.
• Blank.
• You can rename, copy, update (from another version), share and delete projects by
clicking on the … next to the project.
• To create a new survey, go to a project, and click New survey (left-hand pane).
• To add new questions, click the "Add new" and select the question type.
• Question types include:
• Choice, using
• multiple radio buttons or a drop-down list for single-answer
questions, and
• check boxes for multiple-answer questions.
• Text (one-line or multiple lines for "Long answer")
• Can click on … - Restrictions, and restrict to number, email and
custom (regular expression).
• You can format the text – for example, bold, italic, underline, color
and font.
• You can also add variables to customize it – for example, FirstName.
• Rating – stars, numbers (up to 10 levels) or smiley symbols (up to 5 levels)
• You can click on … - Label, and add labels for the numbers/stars.
• Date
• Ranking – rank items in order.
• Likert – a list of single-answer questions and rating scales
• e.g. very dissatisfied to very satisfied.
• File upload – up to 10 files each up to 1 Gb in size.
• For internal sharing only.
• Customization – Satisfaction metrics – Net Promoter Score
• "How likely are you to recommend our product…" on a scale of 0 to
10:
Page 10 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe marketing-related apps
• Detractors 0 to 6,
• Passives 7 or 8 and
• Promoters 9 or 10.
• Net Promoter Score is the % of promoters minus the % of detractors.
• Customization – Satisfaction metrics – Sentiment
• Uses Artificial Intelligence to analyse text responses into Positive,
negative or neutral sentiment.
• Customization – Satisfaction metrics – Customer Satisfaction (CSAT)
• Scale of 1 to 5.
• Customization – Satisfaction metrics – Custom Score
• You can get points and weights to various questions.
• You can add a header/footer (toggle at the top or bottom, and buttons down the
top-left for the header).
• You can add a post-survey message:
• In the Design tab – Post-survey message section at the very bottom.
• You can add a section break, which splits the survey into multiple pages.
• Sections can be duplicated, removed or moved.
• You can add logic
• You can show or skip questions based on the answers to the current or
previous questions by clicking on Add logic.
• If the survey is multilingual, respondents can choose their preferred language in the
top-right hand corner of the survey.
• Additional languages can be added in Customization – Languages.
• You can go to Customization – Branding.
• You can change the theme color, header/body fonts and have an image as a
background (4:3 ratio using bmp, gif, jpg or png).
• You can go to Customization – Formatting:
• Show/hide survey progress bar,
• Show/hide question numbers, and
• Shuffle questions.
• To preview a survey, click on Preview (at the top).
• You can preview it as it is shown on a desktop or mobile.
• Surveys can be sent by going to the Send tab:
• Using the email survey link,
• Using Power Automate and a business trigger, such as:
Page 11 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe the Dynamics 365 Sales lifecycle
• Case resolved in Dynamics 365,
• Lead qualified in Dynamics 365,
• Order fulfilled in Dynamics 365,
• Work order completed/closed in Dynamics 365.
• Button clicked in Power Apps,
• Embedded in a webpage,
• Copy a link,
• Send a QR code,
• It can also be sent from Dynamics 365 (by clicking "Send Survey").
• An admin must have the "Send Customer Voice survey from Dynamics 365"
app installed in your environment.
• Survey responses can be analysed in the Reports section (on the left-hand side):
• Satisfaction metrics report, and
• Survey response reports.
• You can also add alerts (Reports on the left-hand side – Create alert rule).
• For example, alert me if customer satisfaction (CSAT) goes below 4, or
Customer sentiment is Positive.
Page 12 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe the Dynamics 365 Sales lifecycle
• Posts on social media,
• Email campaigns, and
• Mailing lists.
• To create a new lead, go to Pipeline – Leads – New and enter the details.
• You can also add notes or activities in the Timeline section.
• You can also add stakeholders in the Stakeholder section.
• Such as Employee, Former Employee, Colleague, Referral, Child,
Spouse/Partner, Champion, Decision Maker, Stakeholder, Influencer,
and Technical Buyer.
• In the Details section, you can add Industry and Preferred Contact methods.
• Leads need to be qualified.
• Qualification just means determining whether they are a good lead, or one
which will not go anywhere.
• You can determine this by getting information.
• Do you have the product they want, and within their budget?
• In the Qualify section, add:
• Purchase Timeframe (Immediate, This Quarter, Next Quarter, This
Year, Unknown),
• Estimated Budget, and
• Purchase Process (Individual, Committee or Unknown),
• Whether you have identified the Decision Maker, and
• Your Summary Description.
• If you decide that a lead is qualified, then click:
• Qualify (at the top), or
• Next Stage (in the Business Process).
• Note:
• You may need to create an opportunity when the lead is qualified.
• If your system administrator has set "Create Account, Contact, and
Opportunity records by default upon qualifying a lead" to Yes, then they are
automatically created from the Company, First/Last Name, and Topic.
• If the lead is not viable, then click on Disqualify:
• You can select Lost, Cannot Contact, No Longer Interested and Cancelled.
• The differences between Disqualify and delete are:
• You will still have the data if you disqualify.
• You can re-activate the record at a later date, if you want.
Page 13 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe the Dynamics 365 Sales lifecycle
9. Describe the opportunity management process
• Opportunities are leads which may lead to sales.
• They can be associated with a salesperson.
• To add an opportunity:
• Qualify a lead, or
• Go to Opportunities – New.
• In Pipeline – Opportunities, you can see the Deal manager workspace. It includes:
• An overview (various metrics).
• These metrics can be edited by clicking on List/Combo – Edit metrics.
• The deal tracker and Sales funnel charts.
• These can be hidden by clicking on Combo and selecting List.
• The individual opportunities.
• For an individual opportunity, you can:
• Edit the name (by clicking on the pencil icon),
• Change the Rating (Hot, Warm and Cold),
• Forecast sales revenue,
• Add a potential close date,
• If you don't, it may default to 1 January 1970 in some graphics.
• Add a probability for the sale to occur (a number from 0 to 100 – no % sign).
• If you click on the opportunity, you can add contacts, notes, tasks, and
activities.
• By clicking on the Expand icon (square and arrow point up and right), you can view
more about the opportunity.
• You can view data added as a lead.
• Add contacts, notes, tasks, and activities.
• Add people to the Sales Team (bottom-right of the form) by clicking on the …
and Add "New Connection".
• You can click on the drop-down button on the top-right hand corner and add
the Estimated Close Date and Revenue.
• In the Product Line Items, you can:
• Select a Price List.
• Click "Add products" to add items.
• You can also go to the "Write in" tab to add your own, ad hoc,
products.
Page 14 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe the Dynamics 365 Sales lifecycle
• You may be able to Override the price in the Price List by double-
clicking on it.
• To re-order the products, check a product, then … and Move
up/down.
• Implement a discount (% or in currency) and Freight Amount (in currency).
Page 15 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe sales-related apps
11. Describe sales pipeline forecasting concepts
• You can view the Forecast category for an opportunity by clicking on it and looking at
Forecast Category:
• Pipeline – just started to work on it. Low probability of winning this.
• Best case – started to talk to customers, or has issued a quote. Moderate
probability of winning this.
• Committed – customer will close the deal.
• Omitted – exclude from forecast.
• Won/Lost – don't choose this manually. It will be shown when you click
"Win" or "Lost".
• You can view a summary of it in Performance – Forecasts
• If you can't see it in the trial version, click on "Sales trial" at the top, and then
"Sales Hub".
• The default is the "Fiscal period forecast". Additional templates are available
in App Settings – Performance Management – Forecast Configurations.
• The top half shows a summary of the different categories:
• Forecast = Won + Committed.
• Omitted and Lost are not shown.
• You may be able to change the period in the top-right hand corner.
• In the Underlying Records, you can click "Show as Kanban":
• This divides the records up into the Forecast Categories.
• The opposite is "Show as Table".
• You can also change the view you are looking at by clicking on the drop-down
next to the view.
Page 16 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe sales-related apps
• Engage with customers using and get data from multiple channels,
• Reduce time to search for your "next best customer",
• The [Opportunity] Assistant can provide you messages, such as:
• Notifications about upcoming and past-due items and events,
• Suggestions based on AI ("Insight").
• Emails with positive/negative sentiment, ways to prioritize and
cross-sale suggestions.
• The Premium version allows you to use Power Automate and
Assistant Studio to create custom insight cards.
• [Back] Auto-capture from Exchange as the server and Outlook as the mail
client
• Suggest customer activities by analysing emails and meetings.
• The premium version also gets contacts from a salesperson's
communications.
• Email engagement
• See when people open your messages (and receive an alert for this)
or attachments, click on links, and send replies.
• Schedule email delivery
• including being advised when may be the best time.
• Choose the most effective message template.
• based on previous email interaction history.
• Set alerts for follow-ups, and
• Review the full history of a message.
• Premium Dynamics 365 Sales Insights include:
• Notes analysis
• Get suggestions based on descriptions provided in activities
(appointments, emails, phone calls, tasks, notes, posts or custom
activities).
• For example
• "shall I set up a meeting/phone call with this contact?"
• Let me introduce you to another contact.
• Create Task: Prepare contract.
• Create Task: Confirm a meeting.
• Create Task: Send the code for the meeting.
• Relationship analysis,
Page 17 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe sales-related apps
• Answer questions such as:
• Which opportunities should I prioritise?
• How much time have we spent with a customer?
• When did we/when are we going to contact them?
• How many emails/meetings have we had?
• How many activities were initiated by the customer?
• What was our response time?
• From this, the Relationship Analysis creates:
• Activity history, KPIs, Health score and health trend for
contacts, leads and opportunities.
• Activity history, KPIs for accounts.
• Talking points
• What are customers'…?
• Latest entertainment event that they watched,
• Favorite sports or games,
• How is/who are their family
• Vacations or holidays taken.
• Predictive lead scoring and Predictive opportunity scoring
• The AI assigns a Lead or Opportunity score between 0 and 100 for
how good a lead this may be.
• This is updated every 24 hours.
• It is ranked into Grades A to D. System administrators can
change the boundaries for the grades.
• Lead Score Trend – how it is doing over time. Improving,
Declining, Steady or Not enough info.
• If you go to a lead, you will see in a separate section the
reasons why this Lead Score is calculated.
• They are in a strong industry.
• Budget is lower/higher than average.
• They have been in a successful campaign.
• This opportunity has been open for X days – most of
the won opportunities spent less that Y days at this
stage.
• If you click "Details", you can see more details in the Lead
score pane.
• Premium forecasting (elsewhere known as Predictive forecasting)
Page 18 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe sales-related apps
• Uses AI-driven model to look at historical data, and the sales pipeline,
and predicts future revenue.
• Need to have open opportunities with Estimated Value and
Estimated Close Date.
• Need to have at least 10 closed opportunities with Estimated
and Actual Value and Close Date.
• Creates a snapshot, trend chart (graph of forecast over time), and
flow chart (how it changed between two points of time, e.g. Best case
-> Committed)
• Not available in all countries (Currently USA Government Community
Cloud, France and India).
• Who knows whom
• This is taken from communications and collaboration patterns of
users
• Shown in Contacts and Leads.
• Not available in all data locations – available in Austria, Finland,
France, Ireland, Netherlands, Asia Pacific and Americas.
• You can also build:
• Segments – group your customers together based on geography, behavior, or
transactions.
• Measures – create calculated numerical values such as Total transaction
value or Average daily revenue.
Page 19 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe Dynamics 365 Customer Service components
• Similar people who might be stakeholders
• The LinkedIn Sales Navigator Account shows:
• Top Card
• Company name, industry, location etc.
• News
• Connections
• Recommended Leads
• Administrators must enable it for the company.
• Go to App Settings - LinkedIn integration
• Then you would need CRM Sync and Data Validation turned on in LinkedIn
Sales Navigator.
• It enable leads to be synchronized from LinkedIn to Dynamics 365.
• To use LinkedIn Sales Navigator, you need Dynamics 365 Sales Professional or above.
• LinkedIn Sales Navigator is included with Microsoft Relationship Sales (MRS).
MRS also includes Dynamics 365 Sales Enterprise.
• This includes at least 10 MRSs licenses, and requires an Enterprise
Commercial Agreement (at least 500 licenses of any Microsoft
product).
Page 20 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe Dynamics 365 Customer Service components
• Creating the content.
• Add a title, description and keywords.
• Keywords are used when searching the Knowledge base. Separate
keywords with commas.
• Keywords and description suggestions may appear, if your
administrator has enabled this.
• This is done in a designer, which includes:
• Styles, Font, Font Size, Bold, Italic, Underline,
• Foreground and Background colors,
• Bulleted and Numbered Lists,
• Indent and Outdent,
• Quotes,
• Left, middle, and right aligned,
• Hyperlinks,
• Superscript, subscript and strikethrough,
• Images and Media
• Tables,
• Collapsible sections (useful if you have a lot of headings, and the
person reading might not need all of them), and
• DIV containers (for HTML).
• You can view it an a graphical or HTML designer, and you can preview it.
• You can also add attachments.
• You can also translate it by going to Translate at the top of the screen.
• Once created, you should mark it for review
• The Primary Author is the person who is going to maintain it. By default, that
is the article creator.
• Change the Summary – Status Reason to Draft.
• Then the review reviews it, and either approves it or rejects it.
• Not everyone can review – they need to have Approve permissions.
• If it is rejected, you can then update the content.
• Once it is approved, you can:
• relate it to another article or a product.
• publish it
• It can also have an expiry date.
Page 21 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe Dynamics 365 Customer Service components
• Once created, you can update an article by create major and minor versions.
• They will then need to be re-reviewed and published.
• You can use the "My Knowledge Dashboard" for an overview of your articles.
15. Describe the case lifecycle including service-level agreements (SLAs) and
entitlements
• Cases are data from customer problems.
• Some places call them incidents or tickets.
• To view cases:
• Go to (in the Customer Service Hub) Services – Cases.
• You can start a new case by going to "+ New".
• They can come from:
• Phone calls,
• Emails,
• Contact forms on website,
• Social media, such as Facebook or Twitter, or
• The Internet of Things (IoT).
• They include:
• Subject, Contact and Product,
• Case type (Question, Problem or Request),
• Any other recent cases.
• You can also work through an Agent script
• See right-hand side, when you are in the Customer Service workspace.
• They can be edited/added in the "Customer Service app" - Service
Management – Agent Scripts.
• You can also use this area to add/edit Subjects (Service Management –
Subjects).
• You can assign a case:
• by clicking "Apply Routing rules" or "Save and Route", to use routing rules
which you have already created to automatically assign them.
• to someone by clicking "Assign", or
• to a queue for someone else to pick up.
• You can "Convert To – To Knowledge Article".
• Cases can be:
• Resolved – either "Problem Solved" or "Information Provided"
Page 22 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe Dynamics 365 Customer Service components
• Cancelled – no longer assignable,
• Merged – combined with another case about the same issue
• Assigned – to another member of your team.
• Escalated (change the Priority – top right of the screen)
• the source of a "Create child case".
• Service-level agreement (SLA), and Time remaining to resolve the case. SLAs
include:
• An amount of time to the first response, and
• An amount of time to the last response.
• SLAs may optionally be paused and resume.
• SLAs need to be activated before they can be used.
• A case can reduce a client's Entitlements.
• This is an amount of support a client can have.
• Entitlements are calculated in "terms" (number of cases or hours).
• In Service Management – Service Terms – Entitlements, you can set:
• The Primary Customer,
• Start and End Dates,
• The SLA,
• The allocation type (cases or hours),
• If cases, when to decrease – when the case is created or resolved.
• Types of channels available for entitlements (e.g. phone for 40 hours
and email for 60 hours)
• Restrict Products for the entitlement
• Click "Add New Product" and select the existing product.
• If you don't select a product, then the entitlement will be for
all products.
• Restrict Contacts for the entitlement.
• Click "Add Existing Contact" and select the existing Contact.
• If you don't select a contact, then the entitlement will be for
all contacts of the primary customer.
• Entitlements need to be activated before they can be used.
• After it has expired or cancelled, you can renew an entitlement.
• This creates a new entitlement, where the Status is "Draft".
• The new start date will be the current date.
Page 23 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe Dynamics 365 Customer Service components
• The new end date will be the current date plus the old
duration.
• Data in other fields will be as per the previous entitlement.
• The expired or cancelled entitlement will not change.
• For a particular case, you can choose not to count this as a use of an
entitlement by going to "Do not decrease entitlements".
Page 24 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe Dynamics 365 Field Service capabilities
• Customer Service Performance Dashboard
• Active cases by SLA Status over the week, by priority, by agent, by incident
type, by date created, and resolved cases
• Customer Service Representative Dashboard
• My Active Cases by origin, and by priority per day; my resolved cases by day,
in number and average billable time; my active goals; and my activities
• Customer Service Representative Social Dashboard
• My Active Cases by SLA status by day over the week; all cases by incident
type and by priority; cases resolved over the last 7 days; and my activities
• Knowledge Manager
• Proposed Articles; Draft and Expired Articles Needing Review; Most Popular
and Highest Rated Articles
• My Knowledge Dashboard
• My Active Articles, Articles by Subject, Owner and proposed or published
• Tier 1 Dashboard
• Active cases, my resolved cases, my draft emails and my activities
• Tier 2 Dashboard
• Active cases, cases by priority and by product, case mix by incident type and
by origin, and cases resolved by day
Page 25 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe Dynamics 365 Field Service capabilities
• Default Work Order Type,
• Required Products,
• Required Services,
• Service Tasks, and
• Skills/Characteristics.
• Priority
• Work order status: unscheduled.
• Note: Up until late 2021, this would read "Open –
unscheduled", but has now been changed.
• You then need to schedule it.
• Click "Book" (at the top)
• Resources and a date and time are assigned.
• Work order status: [Open – ]scheduled.
• It is then dispatched.
• The Field Agent is automatically notified of the work order, and may
review and decline or accept it.
• Notifications would need to be enabled beforehand.
• Work order status is unchanged.
• The service is then done.
• The work is carried out by the Field Agent.
• Actual Arrival Time is updated when the technician clicks
"Arrived".
• Afterwards, the work order status becomes [Open – ]completed.
• The Supervisor then reviews that the work and information are all correct.
• The work is carried out by a manager or field supervisor, and maybe
by accounting.
• Change the work order status to [Closed – ]Posted.
• Then an invoice is created, any inventory adjustments are made, and any
applicable products are converted into equipment.
Page 26 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe Dynamics 365 Field Service capabilities
• Audits and assessments.
• Inspections can be set up in Settings – Work Orders – Inspection Templates.
• You can divide inspections into different pages.
• Inspections can include:
• Text boxes – free form response.
• Checkbox – allow for multi-select answers,
• Radiogroup – allow for single answers (using radio buttons),
• Dropdown – allow for single answers (using drop down boxes),
• Entity lookup – choose a Dynamics 365 entity and attribute
• Number
• Date Time
• Upload a file, or take/choose a picture
• Matrix (a grid of questions).
• Click the wheel to go to "Advanced" (Settings).
• You can also clone, delete, edit the question, and mark as Response
Required.
• You can preview and translate the form.
• You can Publish the form to use it.
• Once published, it cannot be edited.
• You can also generate a new Service Task Type from it.
• You can then add the new Service Task Type into a Work Order.
Page 27 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe Dynamics 365 Field Service scheduling capabilities
• You can add Work Orders for a Customer Asset.
• Preventive maintenance can be done through Service Delivery – Agreements.
• The "Booking Setup" can auto-generate Work Orders, with a:
• Work Order Type,
• Priority,
• Estimated Duration, and
• Time and Resource preferences.
Page 28 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe Dynamics 365 Field Service scheduling capabilities
• If asks for time off, will it be blocked off on the Schedule Board
immediately, or only when approved.
• Create a Time Off Request by going to Service – Time Off Request.
• Work Hours – including non-working and time off.
• Set the Repeat to Never, Every Day/Week, Custom (you can adjust it
for each day of the week)
• Capacity is the number of times a resource can be booked in a single
work hour.
• This is 1 by default.
• If set to zero, it will not be shown in a resource search.
• If set to 2 or more, you can split the time and adjust the
capacity per time period.
• Additional attributes can be found in the Related tab.
21. Describe scheduling options including Schedule Assistant and Resource Schedule
Optimization (RSO)
• You can schedule items using Universal Resource Scheduling.
• This is a generic scheduling product for Dynamics 365 Sales, Field Service,
Customer Service, and Project Service Automation.
• In Dynamics 365 Field Service, this includes scheduling from:
• Work orders,
• Requirements,
• Schedule board, and
• Resource Scheduling Optimization (RSO)
• The Schedule Board can be found in Service – Scheduling – Schedule Board.
• You can switch between Gantt and List, Hourly/Daily/Weekly/Monthly
• You can create a new booking by:
• clicking Book and selecting:
• Requirement (Work Order),
• Resource,
• Start and End Date and Time,
• Booking Status (defaults as Scheduled).
• Drag from the Lower pane which includes Open Requirements or
Unscheduled Work Orders
• You can also click on a requirement or Work Order and click on
"Find Availability".
Page 29 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe Dynamics 365 Field Service scheduling capabilities
• The lower pane can be hidden by clicking on the "V" near the
zoom slider.
• To view a booking, you can either
• double-click on it to open it,
• hover over it to see the tool tips, or
• click on the details button to reveal the Details pane,
• Time-off requests are shown (by default in grey).
• You can see the colors by clicking on the Legend button to reveal that
pane.
• You can click on the Board view settings (wheel):
• To change the Time resolution, Time Zone, and Working Time.
• To show or hide Canceled items, travel duration, and to apply a
territory filter.
• You can zoom in or out using the zoom slider.
• Schedule Assistant
• Work orders can have:
• Skill Requirements,
• Role Requirements,
• Resource Requirements, and
• Preferred Organization Units.
• You can view the Requirements in a particular Work Order by going to
Related – Requirements.
• The Schedule Assistant filters for these, so that only suitable resources are
shown for a booking.
• You can start the Schedule Assistant:
• From the Schedule Board, by clicking on a requirement and clicking on
Find Availability.
• By clicking Book at the top of the Work Order or Resource
Requirement form.
• You can add filters, which include the following:
• All resources or only those shown on the board,
• Available duration,
• Dates and times,
• Characteristics,
• Roles,
Page 30 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe Dynamics 365 Field Service scheduling capabilities
• Territories,
• Organization Units,
• Type of resource.
• Resource Schedule Optimization (RSO)
• Aids the scheduling of Work Orders to resources,
• Matches work orders and skill requirements,
• Optimises travel time, and allows more appointments into working hours,
• Paid add-on to Universal Resource Scheduling.
• Purchase it in the Microsoft 365 Admin Center.
• When purchased, it is a new App.
• RSO can be done:
• Automatically overnight,
• For a single technician – for example, an appointment is cancelled, and the
technician's appointments are resequenced. This is called "Single Resource
Optimization".
• Simulation – see how many jobs can be completed under different
conditions.
• Intraday and emergency scheduling – for adding urgent/emergency/high
priority jobs and resequencing when others are cancelled or rescheduled.
Page 31 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Identify common customer engagement features
• Make intelligent decisions about dispatching technicians (or not).
• Relate Assets to IoT devices by going to Connect Device.
• You can "Send command" when there is an IoT alert to (for example) reset
the device.
• You can see alerts in Assets – IoT Alerts.
Page 32 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Identify common customer engagement features
• Each column ("field") represents a different property – such as a name,
address field, category description, together with system information such as
owner.
• The older terminology is still used in Dynamics 365 apps.
• Advantages for Dataverse include:
• Stored in the cloud – Microsoft manages it (Software as a Service, or "SaaS").
• Secure – only have access to data that you are meant to have access.
• You generally would not have access to everyone's data. Access is
controlled using Role-based security.
• Extend functionality using Power Apps.
• Canvas apps are "pixel perfect".
• They can be based on data in the Dataverse, or other sources.
• Model-driven apps use forms, views and graphs.
• They are only based on the Dataverse.
• Validate your data – using calculated columns, business rules, workflows and
business process flows to ensure the data is of high quality.
• Connect to your data in Excel.
24. Describe built-in reporting capabilities including dashboards, charts, and views
• The site-map is on the left-hand side. It includes:
• Areas (at the bottom-left),
• Groups (headings in bold), and
• Sub-areas/dashboard page (individual pages).
• Opening a table will show a list view, with:
• Back button,
• The ability to select records
• (place a check mark next to it)
• Open a record (By clicking on it),
• Sort/filter list (by clicking on the column name),
• Quick Find search had to find all words in the search term in one
column.
• Search the view (top-right),
• Advanced filters (filter icon),
• Command bar (at the top),
• Including "Show chart" – you can select which chart.
Page 33 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Identify common customer engagement features
• Jump/page bar (at the bottom)
• To go to records starting with a particular letter of the alphabet, or to
a page.
• Clicking on an item will open a record view:
• Tabs near the top dividing the columns into related items.
• Related tab – related tables/entities
• Command bar (top)
• Including Save, Save & Close, New, Deactivate, Assign (owner), Email a
Link, Delete, Refresh, Share, Flows using Power Automate,
Word/Excel Templates
• Heading bar (top-right) – important columns,
• Editable column values.
• Reports can be run by clicking on "Run Report".
• Reports are records, which may be grouped records, together with
summarization
• You can have multiple levels of grouping.
• You can define the sort order within each group.
• Aggregations are Sum, Average, Maximum, Minimum and Percent of
Total
• You can also create your own reports using the Report Wizard.
• Dashboards are included in:
• My Work – Dashboards, and
• From a list view, click on "Open Dashboards".
• They can include:
• Views,
• Charts,
• Iframe (Inline Frame)
• This is content from a web page.
• Web resources.
Page 34 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe integration options
• Contacts are individuals.
• They may or may not work in companies, and so may have/have not
an account.
• Store data similar to Microsoft Outlook for contacts.
• In the details tab, accounts and contacts can have:
• Personal (Gender, Martial Status etc.) for contacts or Company Profile for
accounts,
• Marketing details,
• Contact Preferences (Whether you can send Bulk email, standard email, and
whether information such as name and email can be filled on marketing
pages),
• Contacts only can have:
• Data protection information,
• Event information – the Details tab has basic information, and the Events
attended tab has more details.
• There is also an Insights tab:
• Marketing insights – how this contact/account has interacted with you.
• Activities include appointment, emails, phone calls, tasks, Customer Voice alerts,
notes and posts.
• Activities can be associated with both accounts and contacts, and also can be
not associated (more general activities).
• An activity associated with a contact will also be associated with an
account.
• Documents (such as Word, Excel, jpg and most files) can be attached to a
note.
• Activities can be marked as completed by clicking on the check mark.
Page 35 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe integration options
• Settings (bottom-left) – Collaboration – Teams chat.
• Some of the settings require tenant admin approval.
• In Dynamics 365, you can:
• Engage in Teams chat
• Use the new 2-conversation icon which has appeared in the top-right
hand corner.
• Use the collaboration hub
• Click on "Collaborate" (at the top) to connect a record/view to a team
channel.
• Receive Teams calls within the app.
• Calls get recorded in the relevant record's timeline automatically, and
you can also save your call notes as well.
• An admin must configure the Microsoft Teams dialler first.
• In Microsoft Teams, you can:
• Display a record or view in a Teams channel
• Click on the + in the channel, select Dynamics 365, and then the Entity
or View.
• Co-author documents using Microsoft 365/SharePoint and sync with
Dynamics 365 records which are linked to a Teams channel.
• While SharePoint allows co-authoring of documents, it does not allow
other forms of collaborating.
• View your personal dashboard in Teams.
• Install the Dynamics 365 app in Teams
Page 36 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe integration options
• Add email templates, knowledge articles, and sales literature into
your emails.
• Additionally, you can use:
• Public Exchange email server associated with the company,
• Email client using SMTP.
• By using the "enhanced email experience", you can send emails while viewing
records.
• This must be enabled by system administrators.
28. Describe how Microsoft Excel and Microsoft Word can be used with Dynamics 365
apps
• You can export data by clicking on Export to Excel:
• Open in Excel Online
• You can edit it online.
• Static Workbook
• A standalone document, generated at the time of output.
• Any changes to this document will not be reflected in the Dataverse.
• Dynamic Worksheet
• A document which is linked to the Dataverse.
• Updated data can be reimported back to the Dataverse.
• You can refresh it to have updated data.
• You can also use Excel templates to export the data.
• You select the entity, and also the view (which can reduce the number
of columns and rows exported).
• You can also click "Edit Columns" to include/remove columns, and
adjust any column properties.
• You then click "Download File" to export it.
• You can also import data by clicking on Import from Excel.
• You can export a row/record using a Word Template.
• Go to Word Templates – [Name of a Word Template]
• Any changes to this document will not be reflected in the Dataverse.
Page 37 of 38
MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
February 2022 update
Describe integration options
• This can be connected to Power BI directly.
• You can connect to the Dataverse directly from Power BI by going to
Home – Get Data – Dataverse.
• You may need to sign into your account. This is the start of the web
page for your Dynamics 365 (e.g.
https://orgXXXXXXX.crm11.dynamics.com/ )
• Select the relevant environment, and table.
• You can Get the Data (by clicking Load), or Transform it (manipulate
the data).
• You can use either Import (to download the data), or DirectQuery (to
get the data when you need it).
• You can use different types of bar, line and area charts, pie/donut charts,
maps, tables and matrices to create visualizations and dashboards.
• You can also connect to Interaction data – how your contacts interacted with your
marketing, such as emails opens, clicks and registrations.
• This needs Azure Blob Storage set up, get Dynamics 365 to save interactions
there, and connect Power BI to the Blob Storage.
Page 38 of 38