---
url: "https://xcademia.com/courses/dynamics-365-fundamentals-crm-mb-910-training"
title: "Dynamics 365 Fundamentals CRM (MB-910) Training"
description: "Learn Dynamics 365 CRM fundamentals including Sales, Customer Service, and Marketing in this mentor-led course aligned with MB-910 certification."
publishedAt: "2026-03-28T12:20:04.069877+00:00"
updatedAt: "2026-03-30T22:50:53.7265+00:00"
type: course
code: "ITS-0095"
level: Foundation
duration_days: "2"
track: Microsoft Dynamics 365
category: "IT Service, Governance & Compliance"
credential_tier: tier1
price_gbp: "1797"
---

# Dynamics 365 Fundamentals CRM (MB-910) Training

> Gain a clear understanding of Dynamics 365 CRM applications including Sales, Customer Service, and Marketing. This mentor-led course uses practical scenarios aligned with MB-910 certification objectives.

## Overview

This Dynamics 365 Fundamentals CRM (MB-910) Training provides a comprehensive introduction to Microsoft Dynamics 365 customer engagement applications. It is designed for individuals seeking to understand how CRM solutions support sales, service, and marketing operations within modern organisations.

Through mentor-led sessions and practical scenarios, learners explore the core capabilities of Dynamics 365 Sales, Customer Service, Field Service, and Marketing. The course focuses on how these applications work together to deliver seamless customer experiences and improve operational efficiency.

Aligned with MB-910 certification objectives, this programme prepares learners to confidently understand CRM concepts and Dynamics 365 functionalities. By the end of the course, participants will be able to identify use cases, navigate the platform, and support CRM-driven business processes.

## Prerequisites

- Basic understanding of business processes
- Familiarity with customer service or sales concepts
- Interest in CRM systems

## What you will learn

- Analyse CRM business requirements
- Evaluate Dynamics 365 capabilities
- Implement basic CRM workflows
- Design customer engagement processes
- Communicate CRM solutions effectively
- Lead CRM adoption initiatives

## Skills you will gain

- Dynamics 365 Sales basics
- Customer Service workflows
- Field Service fundamentals
- Marketing automation basics
- CRM process understanding
- Power Platform overview

## Career progression

- CRM Analyst
- Functional Consultant
- Business Applications Consultant
- Sales Operations Specialist

## Curriculum

1. **Module 1: Getting Ready**
   - Introduction to Dynamics 365 ecosystem
   - CRM concepts and terminology
   - Platform navigation basics
2. **Module 2: Dynamics 365 Sales**
   - Lead and opportunity management
   - Sales pipeline overview
   - Forecasting and reporting basics
3. **Module 3: Dynamics 365 Customer Service**
   - Case management processes
   - Service level agreements (SLAs)
   - Knowledge base and support tools
4. **Module 4:  Dynamics 365 Field Service**
   - Work orders and scheduling
   - Resource management basics
   - Field service operations overview
5. **Module 5: Dynamics 365 Marketing**
   - Customer journeys and campaigns
   - Segmentation and targeting
   - Marketing insights and analytics
6. **Module 6: Power Platform Overview**
   - Power Apps fundamentals
   - Power Automate basics
   - Integration with Dynamics 365
7. **Module 7: CRM Use Cases & Implementation**
   - End-to-end customer journey scenarios
   - Business process alignment
   - Measuring CRM effectiveness

## Exam & certification

This programme is aligned with the official exam objectives. Exam registration and certification are managed directly by the awarding body.

## Delivery options

- **Live Online** — Join live instructor-led sessions from anywhere. Interactive, engaging, and flexible.
- **Onsite Training** — We come to you. Training delivered at your workplace for teams of 6 or more.
- **Venue-Based** — Classroom training at a professional venue. Ideal for focused, immersive learning.
- **Blended** — Combine online and in-person learning for maximum flexibility and impact.

## Frequently asked questions

**Is this course suitable for beginners?**

Yes, it is designed for individuals new to CRM and Dynamics 365.



**Do I need technical experience?**

No, this is a business-focused foundational course.



**Will I use Dynamics 365 during the course?**

Yes, you will explore features through guided demonstrations.



**Does this prepare me for MB-910 certification?**

Yes, it is aligned with the MB-910 exam objectives.



**What roles can I pursue after this course?**

You can start roles such as CRM Analyst or Functional Consultant.

## Course at a glance

| Field | Value |
| --- | --- |
| Code | ITS-0095 |
| Duration | 2 days |
| Level | Foundation |
| Track | Microsoft Dynamics 365 |
| Category | IT Service, Governance & Compliance |
| Credential tier | tier1 |
| Price (GBP) | £1797 |

---

## About this content

This Markdown course profile is the citation-grade twin of [Dynamics 365 Fundamentals CRM (MB-910) Training](https://xcademia.com/courses/dynamics-365-fundamentals-crm-mb-910-training). It is published by **Xcademia** (UK Companies House 12322710) and is available for AI search engines and large language models to index, summarise, and cite.

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