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This credential earner knows the best practices for providing customers with positive and engaging experiences and earning their loyalty. The individual understands strategies to build rapport with customers, gather information relevant to solving a customer’s problem, and develop attentiveness and persistence when helping customers. The earner can effectively use resources to troubleshoot problems and work efficiently in alignment with organizational processes and standards.

Learn how to create and associate customer assets with work orders in Microsoft Dynamics 365 Field Service. Prepare for MB-240.

Units in this learning path:

• 1 Introduction
• 2 Create
• 3 Associate
• 4 Hierarchy
• 5 Functional Location
• 6 Check
• 7 Summary

Products: Dynamics 365, Dynamics Field Service

Roles: Functional Consultant

Level: Intermediate

Subjects: Field Management, Data Management

Duration: 45 minutes

Define and track your customer service-related goals including identifying metrics.

Units in this learning path:

• 1 Overview
• 2 Defining Individual Goals
• 3 Parent Child Goals
• 4 Measuring Customer Success Using Goals
• 5 Knowledge Check
• 6 Summary

Products: Dynamics 365, Dynamics Sales

Roles: Business User, Functional Consultant

Level: Intermediate

Subjects: Marketing Sales, Employee Engagement

Duration: 42 minutes

This module will provide you with the knowledge to help you move your Viva Glint results from data to insights and then facilitate a successful Executive Consultation (EC) with Leadership Teams.

Units in this learning path:

• What Executive Consultation
• What Challenges Solving
• What Makes Executive Consultation Successful
• How Structure Executive Consultation Presentation
• How Align Deliver Executive Consultation
• What Quality Assurance Process
• Knowledge Check
• Summary

Products: Viva, M365, Viva Glint

Roles: Administrator

Level: Beginner

Subjects: Employee Engagement, Business Applications

Duration: 81 minutes

Microsoft Dynamics 365 Project Operations supports multiple deployment options for new and existing Dynamics 365 customers.

Units in this learning path:

• 1 Introduction
• 2 Dual Write
• 3 Resource Non Stocked
• 4 Exercise
• 5 Lite Deployment
• 6 Stocked Production Based
• 7 Exercise
• 8 Exercise
• 9 Check
• 10 Summary

Products: Dynamics 365, Dynamics Project Operations

Roles: Functional Consultant, Administrator

Level: Intermediate

Subjects: Marketing Sales, Process Workflow

Duration: 115 minutes

This module introduces learners to other applications that augment Dynamics 365 Customer Insights - Journeys capabilities such as Dynamics 365 Customer Insights - Data and Dynamics 365 Customer Voice.

Units in this learning path:

• Introduction
• Describe Customer Data
• Unified Customer Profiles
• Describe Measures Segments Predictions
• Describe Use Cases Capabilities Customer Voice Marketing
• Describe Capabilities Copilot Customer Insights Data
• Knowledge Check
• Summary

Products: Dynamics 365

Roles: Business Owner, Business User, Functional Consultant, Student

Level: Beginner

Subjects: Marketing Sales

Duration: 51 minutes

This module introduces learners to the scheduling capabilities of Dynamics 365 Field Service. It also discusses asset management and Connected Field Service.

Units in this learning path:

• Introduction
• Describe Resource Scheduling Processes
• Describe Asset Management Customer Assets
• Describe Connected Field Service Dynamics 365
• Knowledge Check
• Summary

Products: Dynamics 365, Dynamics Field Service

Roles: Business Owner, Business User, Functional Consultant, Student

Level: Beginner

Subjects: Field Management, Process Workflow

Duration: 29 minutes

This module introduces learners to sales forecasting, LinkedIn Sales Navigator and Dynamics 365 Sales Insights and Microsoft Sales Copilot.

Units in this learning path:

• Introduction
• Identify Additional Dynamics 365 Sales Capabilities Related Apps
• Describe Sales Pipeline Forecasting Concepts
• Describe Use Cases Capabilities Sales Insights
• Describe Use Cases Capabilities Linkedin Sales Navigator
• Describe Dynamics 365 Sales Mobile App
• Describe Viva Sales
• Knowledge Check
• Summary

Products: Dynamics 365, Dynamics Sales

Roles: Business Owner, Business User, Functional Consultant, Student

Level: Beginner

Subjects: Marketing Sales

Duration: 45 minutes

This module demonstrates how Viva Glint helps organizations design a people-centric measurement strategy through our validated taxonomy of measures and robust benchmarks.

Units in this learning path:

• How Measure What Matters
• What Viva Glint People Success Taxonomy
• What Viva Glint Benchmarks
• Knowledge Check
• Summary

Products: Viva, M365, Viva Glint

Roles: Administrator

Level: Beginner

Subjects: Employee Engagement, Business Applications

Duration: 31 minutes

Ensure that your program's unique selling points focus on the benefits of implementing certifications, and discover the support available through the Microsoft Learn for Educators program.

Units in this learning path:

• Introduction
• Explore Shared Goals
• Describe Certification Selling Points
• Understand Co Branding
• Knowledge Check
• Summary

Products: Azure

Roles: Student, Developer, Higher Ed Educator, School Leader

Level: Beginner

Subjects: Marketing Sales

Duration: 15 minutes

Learn how to design a successful virtual event using Microsoft 365.

Units in this learning path:

• Introduction
• Move from Real Meetings Virtual Meetings
• Manage Your Virtual Event for Accessibility
• Select Right Event Experience
• It Readiness
• Learn from Your Virtual Event for Future
• Knowledge Check
• Summary

Products: Office Teams, Viva Engage

Roles: Business User, Administrator

Level: Intermediate

Subjects: Remote Hybrid Work, Communication, Collaboration

Duration: 31 minutes

Learn how to create client-side web parts with the SharePoint Framework.

Units in this learning path:

• 1 Introduction
• 2 Explore Project
• 3 Exercise Create Web Part
• 4 Test Web Parts Workbench
• 5 Exercise Test Workbench
• 6 Explore API
• 7 Exercise API
• 8 Summary

Products: M365, Office Sp Framework

Roles: Developer

Level: Intermediate

Subjects: Collaboration, Cloud Computing

Duration: 76 minutes