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WSQ - Microsoft Dynamics 365 Fundamentals (CRM) (MB-910)

WSQ - Microsoft Dynamics 365 Fundamentals (CRM) (MB-910)

Dynamics 365 Fundamentals (CRM) Certification Prep Course. This meticulously designed course aims at equipping learners with the necessary knowledge and skills to develop effective strategies for implementing Microsoft Dynamics 365 CRM capabilities. The course goes beyond mere theoretical concepts, enabling learners to utilize the tools proficiently to disseminate information. Furthermore, it introduces frameworks to define customer journeys for marketing on Microsoft Dynamics 365 CRM, aiding in crafting personalized customer interactions that drive engagement and conversions.

Transitioning to a more advanced understanding, the course delves into managing strategies to optimize the deployment and performance of Microsoft Dynamics 365 CRM, ensuring an efficient and responsive CRM environment. Learners will also gain the expertise to draw actionable insights from Microsoft Dynamics 365 CRM to evaluate team’s performance, fostering a culture of continuous improvement. Additionally, reviewing research outcomes and recommending investments for Microsoft Dynamics 365 CRM will be covered, empowering learners to make informed decisions that contribute to the CRM system's continuous enhancement. The knowledge acquired from this course will not only prepare learners for the certification exam but also set a solid foundation for a rewarding career in managing customer relations and marketing strategies using Microsoft Dynamics 365 CRM.

Learning Outcomes

By end of the course, learners should be able to:

Develop strategies for implementing Microsoft Dynamics 365 CRM capabilities and utilizing the tools to disseminate information.
Develop frameworks to define customer journeys for marketing on Microsoft Dynamics 365 CRM.
Manage strategies to optimize the deployment and performance of Microsoft Dynamics 365 CRM.
Draw actionable insights from Microsoft Dynamics 365 CRM to evaluate team’s performance .
Review research outcomes and recommend investments for Microsoft Dynamics 365 CRM.

Course Brochure

Download WSQ - Microsoft Dynamics 365 Fundamentals (CRM) (MB-910) Brochure

Skills Framework

This course follows the guideline of Customer Relationship Management RET-RAN-4001-1.1 under Retail Skills Framework

Certification

Certificate of Completion from Tertiary Infotech - Upon meeting at least 75% attendance and passing the assessment(s), participants will receive a Certificate of Completion from Tertiary Infotech.
OpenCerts from SkillsFuture Singapore - After passing the assessment(s) and achieving at least 75% attendance, participants will receive a OpenCert (aka Statement of Achievement) from SkillsFuture Singapore, certifying that they have achieved the Competency Standard(s) in the above Skills Framework.
External Certification - The participant will be able to attempt the Microsoft Dynamics 365 Fundamentals (CRM) (MB910) exam after attending this course. Upon passing the exam, you will receive the Microsoft Dynamics 365 Fundamentals (CRM) (MB910) accreditation.

Microsoft Learning Partner

We are Authorised Microsoft Learning Partner (Org ID: 5238476). To get the official Microsoft certification, please register your certification exam at Pearson Vue Test Center.

Certification Exam at Pearson Vue

We are Authorised Pearson Vue Testing Center. Once you have prepared for the exam, you can register for the certification here. The course fee does not include the certification exam fee.

You can purchase the exam voucher (one of the lowest prices in Singapore) at Microsoft Fundamental Certification Exam Voucher.

WSQ Funding

WSQ funding is only applicable to Singaporeans and PR. Subject to eligibility, the funding support is subjected to funding caps.

Effective for courses starting from 1 Jan 2024
Full Fee	GST	Nett Fee after Funding (Incl. GST)
		Baseline	MCES / SME
$1,000	$90.00	$590.00	$390.00

Baseline: Singaporean/PR age 21 and above
MCES(Mid-Career Enhanced Subsidy): S'porean age 40 & above

Upon registration, we will advise further on how to tap on the WSQ Training Subsidy.

You can pay the nett fee (after the WSQ training subsidy) by the following :

SkillsFuture Enterprise Credit (SFEC)

Eligible Singapore-registered companies can tap on $10000 SFEC to cover out-of-pocket expenses.Click here to submit SkillsFuture Enterprise Credit

SkillsFuture Credit (SFC)

Eligible Singapore Citizens can use their SFC to offset course fee payable after funding but the $4,000 Additional SFC (Mid-Career Support) cannot be used. Click here for SkillsFuture Credit submission

UTAP

Eligible NTUC members can apply for 50% of the unfunded fee from UTAP, capped up to $250/year and for members aged 40 and above, capped up to $500/year. Click here to submit UTAP

Once you are eligible for PSEA, please download and fill up the PSEA Withdrawal Form and email to us.

Course Code: TGS-2023040481

Post-Course Support

We provide free consultation related to the subject matter after the course.
Please email your queries to enquiry@tertiaryinfotech.com and we will forward your queries to the subject matter experts.

Course Cancellation/Reschedule Policy

You can register your interest without upfront payment. There is no penalty for withdrawal of the course before the class commerce.
We reserve the right to cancel or re-schedule the course due to unforeseen circumstances. If the course is cancelled, we will refund 100% for any paid amount.
Note the venue of the training is subject to changes due to availability of the classroom

Course Details

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

Final Assessment

Written Assessment (WA-SAQ)
Practical Performance (PP)

Course Info

Promotion Code

Promo or discount cannot be applied to WSQ courses

Minimum Entry Requirement

Knowledge and Skills

Able to operate using computer functions with minimum Computer Literacy Level 2 based on ICAS Computer Skills Assessment Framework
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 Year Group : 21-65 years old

Minimum Software/Hardware Requirement

Software:

You can download and install the following software:

Microsoft Dynamics 365

Hardware: Windows and Mac Laptops

About Progressive Wage Model (PWM)

The Progressive Wage Model (PWM) helps to increase wages of workers through upgrading skills and improving productivity.

Employers must ensure that their Singapore citizen and PR workers meet the PWM training requirements of attaining at least 1 Workforce Skills Qualification (WSQ) Statement of Attainment, out of the list of approved WSQ training modules.

For more information on PWM, please visit MOM site.

Funding Eligility Criteria

Individual Sponsored Trainee

Employer Sponsored Trainee

Singapore Citizens or Singapore Permanent Residents
From 1 October 2023, attendance-taking for SkillsFuture Singapore's (SSG) funded courses must be done digitally via the Singpass App. This applies to both physical and synchronous e-learning courses.
Trainee must pass all prescribed tests / assessments and attain 100% competency.
We reserves the right to claw back the funded amount from trainee if he/she did not meet the eligibility criteria.

Singapore Citizens or Singapore Permanent Residents who are DIRECT EMPLOYEE of the sponsoring company.
From 1 October 2023, attendance-taking for SkillsFuture Singapore's (SSG) funded courses must be done digitally via the Singpass App. This applies to both physical and synchronous e-learning courses.
Trainee must pass all prescribed tests / assessments and attain 100% competency.
We reserves the right to claw back the funded amount from the employer if trainee did not meet the eligibility criteria.

SkillsFuture Credit:

Eligible Singapore Citizens can use their SkillsFuture Credit to offset course fee payable after funding.

PSEA:

To check for Post-Secondary Education Account (PSEA) eligibility, goto mySkillsFuture portal and search for this course code.
Scroll down to "Keyword Tags" to verify for PSEA eligibility.
If there is “PSEA” under keyword tags, the course is eligible for PSEA.
And if there is no “PSEA” under keyword tags, the course is ineligible for PSEA.
Not all courses are eligible for PSEA funding.

Absentee Payroll (AP) Funding:

$4.50 per hour, capped at $100,000 per enterprise per calendar year.
AP funding will be computed based on the actual number of training hours attended by the trainee.

SFEC:

If the Training Provider has submitted an enrolment for course fee grant claim in Training Partners Gateway (TPGateway), SSG would be able to derive SFEC funding based on this record. There is no need for enterprise to submit any claim request and the SFEC claim will be automatically generated and disbursed.
Where there is no such record, eligible employers are required to submit an SFEC claim after course completion via the SFEC microsite.
SkillsFuture Enterprise Credit (SFEC) Microsite

Steps to Apply Skills Future Claim

The staff will send you an invoice with the fee breakdown.
Login to the MySkillsFuture portal, select the course you’re enrolling on and enter the course date and schedule.
Enter the course fee payable by you (including GST) and enter the amount of credit to claim.
Upload your invoice and click ‘Submit’

SkillsFuture Level-Up Program

The SkillsFuture Level-Up Programme provides greater structural support for mid-career Singaporeans aged 40 years and above to pursue a substantive skills reboot and stay relevant in a changing economy. For more information, visit SkillsFuture Level-Up Programme

Get Additional Course Fee Support Up to $500 under UTAP

The Union Training Assistance Programme (UTAP) is a training benefit provided to NTUC Union Members with an objective of encouraging them to upgrade with skills training. It is provided to minimize the training cost. If you are a NTUC Union Member then you can get 50% funding (capped at $500 per year) under Union Training Assistance Programme (UTAP).

For more information visit NTUC U Portal – Union Training Assistance Program (UTAP)

Steps to Apply UTAP

Note

SSG subsidy is available for Singapore Citizens, Permanent Residents, and Corporates.
All Singaporeans aged 25 and above can use their SkillsFuture Credit to pay. For more details, visit www.skillsfuture.gov.sg/credit
An unfunded course fee can be claimed via SkillsFuture Credit or paid in cash.
UTAP funding for NTUC Union Members is capped at $250 for 39 years and below and at $500 for 40 years and above.
UTAP support amount will be paid to training provider first and claimed after end of class by learner.

Appeal Process

The candidate has the right to disagree with the assessment decision made by the assessor.
When giving feedback to the candidate, the assessor must check with the candidate if he agrees with the assessment outcome.
If the candidate agrees with the assessment outcome, the assessor & the candidate must sign the Assessment Summary Record.
If the candidate disagrees with the assessment outcome, he/she should not sign in the Assessment Summary Record.
If the candidate intends to appeal the decision, he/she should first discuss the matter with the assessor/assessment manager.
If the candidate is still not satisfied with the decision, the candidate must notify the assessor of the decision to appeal. The assessor will reflect the candidate’s intention in the Feedback Section of the Assessment Summary Record.
The assessor will notify the assessor manager about the candidate’s intention to lodge an appeal.
The candidate must lodge the appeal within 7 days, giving reasons for appeal
The assessor can help the candidate with writing and lodging the appeal.
he assessment manager will collect information from the candidate & assessor and give a final decision.
A record of the appeal and any subsequent actions and findings will be made.
An Assessment Appeal Panel will be formed to review and give a decision.
The outcome of the appeal will be made known to the candidate within 2 weeks from the date the appeal was lodged.
The decision of the Assessment Appeal Panel is final and no further appeal will be entertained.
Please click the link below to fill up the Candidates Appeal Form.

Job Roles

Dynamics 365 Administrator
CRM Analyst
Customer Service Manager
Sales Operations Analyst
Marketing Automation Specialist
CRM Project Manager
Business Analyst
Data Analyst
Customer Engagement Manager
Dynamics 365 Developer
Customer Success Specialist
Sales Manager
Marketing Coordinator
CRM Consultant
Technical Support Specialist
Account Manager
Business Development Manager
IT Manager
Solution Architect
System Administrator

Trainers

Sanjiv Venkatram - Sanjiv Venkatram is an experienced consultant specializing in business intelligence, CRM systems, and enterprise applications. With extensive experience across manufacturing, financial services, and global consulting, he has led projects on KPI dashboards, BI solutions, and Microsoft platform implementations for multinational clients. His strong functional expertise in Microsoft Dynamics 365 equips learners with practical insights into configuring and deploying CRM solutions that align with organizational goals.

In the Microsoft Dynamics 365 Fundamentals (CRM) course, Sanjiv leverages his real-world project experience to guide learners in understanding core CRM concepts, customer engagement modules, and reporting. His teaching style blends industry use cases and hands-on practice, ensuring learners gain both certification readiness and practical application skills in Dynamics 365 environments.

Alec Tan - Alec Tan is a dedicated IT professional with a background in pre-sales, solution delivery, and system implementation. Having worked in both local and regional IT industries since 2012, he brings hands-on knowledge of CRM systems, customer engagement solutions, and Microsoft technologies. His expertise spans from sales solutioning to technical deployment, making him well-positioned to train professionals in Microsoft Dynamics 365.

In the Dynamics 365 Fundamentals (CRM) training, Alec emphasizes practical applications of CRM in sales, marketing, and customer service processes. Learners benefit from his real-world scenarios and interactive labs, which help bridge theoretical knowledge with workplace use cases. Alec’s approachable style ensures that participants not only prepare for the MB-910 certification but also develop confidence in applying CRM tools effectively.

Kishan Raaj - Kishan Raaj is an end-to-end training and project delivery specialist with expertise in ERP, CRM, and cloud technologies. With hands-on experience in SAP S4/HANA, Microsoft Dynamics 365, and system integration tools, Kishan has led projects and training sessions for both corporate and academic clients. As an ACTA-certified trainer, he has delivered programs to multi-disciplinary teams, combining technical depth with structured pedagogy.

For the Dynamics 365 Fundamentals (CRM) course, Kishan draws from his strong technical background to help learners master core CRM modules, data models, and customer engagement processes. His sessions focus on both conceptual clarity and exam preparation, ensuring learners gain the confidence to apply Dynamics 365 solutions in real-world business contexts.

Quah Chee Yong - Quah Chee Yong is a versatile IT professional with expertise across technical operations, system integration, and advanced computational models. With strong experience in enterprise solutions and hands-on project delivery, he has built a reputation for simplifying complex technical subjects for diverse learners. His interactive teaching style, coupled with his practical knowledge, makes him highly effective in delivering WSQ-accredited training programs.

In the Dynamics 365 Fundamentals (CRM) program, Quah provides learners with a clear understanding of CRM concepts, workflows, and customer management tools within Microsoft Dynamics 365. His hands-on training approach and case-driven teaching ensure participants are well-prepared for both certification success and workplace application of CRM solutions.

Peter Cheong - Peter Cheong is an experienced trainer and consultant in Windows Server technology, enterprise IT, and systems integration. With a professional background in Motorola Solutions and extensive training delivery for law enforcement and enterprise clients, Peter has a proven record of building robust IT systems and customer-focused solutions. His expertise in enterprise technologies complements his ability to teach CRM systems effectively.

For the Dynamics 365 Fundamentals (CRM) training, Peter focuses on practical deployment, configuration, and usage of CRM modules. His sessions combine enterprise-level insights with structured WSQ methodologies, enabling learners to apply CRM skills to manage customer interactions, automate processes, and enhance organizational productivity.