Learn Microsoft Dynamics 365 Customer Engagement in 5 days (55253)

This course assumes no existing experience with Microsoft Dynamics 365. At the end of the course students will have learnt how to navigate, customize and proficiently work within the most important features of Dynamics 365.

The course applies to both Business and Enterprise Editions of Dynamics 365 as well as Online and On-premise deployments.

This course has been reviewed and tested by the external body ProCert Quality Courseware Review.

Module 1: Introduction

This module provides the attendee with an introduction to Microsoft Dynamics 365.

Lessons

• What is Dynamics 365?
• The benefits of Dynamics 365
• The Sales Apps and Hubs
• The Customer Service Apps and Hubs
• The Marketing Apps
• The Unified Client Interface (UCI)
• The Web Interface
• The Outlook Interface
• Where to get Help
• Further reading and resources

Lab 1: Setting up your lab environment

• Install Sample Data

Lab 2: Web Interface Orientation

• Explore the Web Interface in Microsoft Dynamics 365

Lab 3: Unified Client Interface Orientation

• Explore the Unified Client Interface in Microsoft Dynamics 365

Module 2: Records, Activities and Personal Options

This module presents the basic concepts and features in Microsoft Dynamics 365. We examine the relevance of Records and Relationships, tracking Activities and configuring Personal Options. You will also learn how to work with the Posts, Activities and Notes control.

Lessons

• Records and Relationships
• Activities
• Posts, Assistant, Activities and Notes
• Connections
• Setting your Personal Options

Lab 1: Set Personal Options

• Change Your Homepage
• Change Records Per Page
• Configure Format Settings

Lab 2: Using Activities

• Create a Task Activity
• Track an Activity using the Set Regarding field
• Assign an Activity using the Owner Field
• Find and Complete an Activity

Module 3: Performing Work in Dynamics 365

This module presents common skills the end user requires to efficiently perform work in Microsoft Dynamics 365. You will learn how to work with Records, create Personal Views, Reassign Records to a different Owner and Share a Record with another User. You will also learn how to perform bulk operations such as Edit Multiple.

Lessons

• Working with data and records
• Security considerations
• System Views and Personal Views
• Creating a Record
• Editing an existing Record
• Deleting a Record
• Related Records
• Reassigning a Record to a new Owner
• Sharing a record with another User or Team
• Performing operations on multiple Records

Lab 1: Managing Records

• Create an Account Record
• Relate a Contact to an Account
• Reassign an Account Record
• Share an Account Record
• Make an Account Inactive

Lab 2: Create a Personal View

• Create a Personal View
• Set a default Personal View

Module 4: Dynamics 365 for Outlook

In this module we will learn how to use Dynamics 365 for Outlook. The Outlook Add-in will be considered including the Dynamics 365 navigation options, the process to track Emails, Tasks and Appointments against records in Dynamics 365 and how to synchronize your work with the Dynamics 365 server.

Lessons

• Introduction to Dynamics 365 for Outlook
• Navigation considerations
• Tracking Activities in Outlook

Lab 1: Tracking Activities in Outlook

• Track an Email in Dynamics 365 for Outlook
• Track an Appointment in Dynamics 365 for Outlook

Module 5: Searching in Dynamics 365

In this module we will learn how to search for and find information in Microsoft Dynamics. We will look at all the out of the box search tools including Global Find, Quick Find and Advanced Find.

Lessons

• Introduction to searching in Dynamics 365
• Global Search
• Quick Find
• Advanced Find

Lab 1: Using Global Find

• Use Global Find to search for Information

Lab 2: Using Quick Find

• Use Quick Find to search Account Records

Lab 3: Using Advanced Find

• Use Advanced Find to search for Information

Module 6: Reports, Charts and Dashboards

This module looks at the different methods available in Microsoft Dynamics 365 to analyse information. We look at the out of the box ‘Default’ reports and the process to create a custom report using the Dynamics 365 Report Wizard. This module also examines the out of the box Charts and Dashboards as well as the process to construct a custom Chart and Dashboard.

Lessons

• Introduction to Reports, Charts and Dashboards
• The Default Reports
• The Reporting Wizard
• Working with Charts
• Working with Dashboards

Lab 1: Create a custom Report

• Create a Custom Report
• Test your new Report 

Lab 2: Explore the Charts

• Explore the Charts
• Create a Custom Chart

 Lab 3: Explore the Dashboards

• Explore the Dashboard
• Create a Custom Dashboard

Module 7: The Sales Apps and Hubs

This module provides the attendee with an introduction to the concept of Sales in Microsoft Dynamics 365.

Lessons

• Sales Order Process Scenarios
• An Introduction to Sales in Dynamics 365
• The Dynamics 365 Platform
• Dynamics 365 Sales Fundamentals
• Security Considerations
• Where to get Help
• Further Reading and Resources

Lab 1: Sales in Dynamics 365 Orientation

• Explore the Sales features in Dynamics 365 

Module 8: Lead Management

This module presents the Lead Management Process in Dynamics 365. We examine the process to create and assign Lead records, how to create Leads from Activities and how to qualify and disqualify Leads. We also look at the various stages of the Lead to Opportunity Sales Process in Dynamics 365.

Lessons

• The Lead Management Process
• Working with Lead Records
• Working with the Lead Form
• Lead Assignment
• Leads and Activities
• Qualifying a Lead
• Disqualifying a Lead

Lab 1: Working with Leads

• Create a Lead record
• Update a Lead record
• Qualify a Lead to an Opportunity record
• Disqualify a Lead record
• Convert an Email activity to a Lead record

Module 9: Opportunities Management

This module presents the concepts of Opportunities in Dynamics 365. We examine the Opportunity Views and Forms, and the Opportunity Sales Process when closing an Opportunity record. We also look at Resolution Activities and how they influence the Sales Order Process.

Lessons

• Introduction to Opportunities
• The Opportunity Views
• The Opportunity Form
• Opportunity Sales Process
• Closing an Opportunity
• Resolution Activities

Lab 1: Working with Opportunities

• Working on Opportunities
• Closing an Opportunity as Lost
• Closing an Opportunity as Won

Module 10: Products

In this module we will start to look at the Product Catalog in Dynamics 365. We look at how to create Products and configure Unit Groups and Price Lists. Finally, we look at Product Properties, Product Bundles and Product Families.

Lessons

• Introduction to the Product Catalog
• Adding Products
• Configuring Unit Groups
• Price Lists and Price List Items
• Product Properties, Bundles and Families

Lab 1: Configuring the Product Catalog

• Configure Unit Groups
• Add a Product
• Create and Configure a Price List

Lab 2: Working with the Product Catalog

• Clone a Product
• Create a Product Bundle
• Create a Product Family 

Module 11: Quotes, Orders and Invoices

This module presents Quotes, Orders and Invoices in Microsoft Dynamics 365. We look at how to add Products from the Product Catalog to Opportunities and Quotes, and when to use ‘write-in’ Products. This module also steps through the process to convert Quotes to Orders, Order fulfillment and the procedure of Invoice management.

Lessons

• Introduction to Order Processing
• Adding Products to an Opportunity
• Working with Quotes
• Working with Orders
• Working with Invoices

Lab 1: Working with Quotes, Orders and Invoices

• Add Products to an Opportunity
• Add a Quote to an Opportunity
• Convert a Quote to an Order and Invoice

Module 12: The Service Apps and Hubs

This module provides the attendee with an introduction to the concept of Customer Service the Microsoft Dynamics 365.

Lessons

• Examine common Customer Service features
• An Introduction to Service in Dynamics 365
• The Dynamics 365 Power Apps
• Dynamics 365 Service Fundamentals

Module 13: The Marketing Features

 In this module, you will learn an overview of marketing features in Dynamics 365 for Marketing.

Lessons

• Marketing Campaigns
• Marketing Lists
• Marketing and the Sales Pipeline

Module 14: Marketing and Leads

This module will review how to create, manage leads from Marketing Campaigns.

Lessons

• Analyze Leads from Campaigns
• Marketing Campaigns Budgets vs Lead Revenue

Module 15: Initial Setup and Configuration

This module presents some of the most common features that require setup and configuration when Dynamics 365 is first installed.    

Lessons

• An introduction to Dynamics 365 online setup
• An introduction to Dynamics 365 on premise setup
• The Power Platform Admin Center
• Review the System Settings area
• Understand how to configure Auto Save Settings
• Understand how to configure Format Settings
• Understand how to configure Audit Settings
• Understand how to configure Email Settings
• Understand how to configure Skype Integration
• Understand how to configure SharePoint Integration

Lab 1: Configure Settings

• Configure Settings in Dynamics 365

Lab 2: Configure Auditing

• Configure Audit Settings in Dynamics 365

Module 16: Security

This module highlights the importance of maintaining a robust security model in Dynamics 365 by stepping through how to configure Business Units, Security Roles, Users and Teams. Access Teams and Hierarchy Security are also considered.

Lessons

• Design and configure Business Units
• Configure Security Roles
• Manage Users and Teams
• Implement Access Teams
• Configure Hierarchy Security

Lab 1: Configure Users, Business Units, Security Roles and Access Levels

• Add new Users in Dynamics 365
• Create new Business Units
• Copy a Security Role and Configure Access Levels
• Assign Users to Security Roles
• Login to Dynamics 365 as a different User to test permissions

Lab 2: Configure Access Teams

• Configure an Entity to be used in Access Teams
• Create an Access Team Template
• Configure a Sub-Grid to use an Access Team

Lab 3: Configure a Management Hierarchy

• Enable Hierarchy Security

Module 17: Creating and Managing Entities

In this module we will start to look at customizing the Dynamics 365 schema, including Entities, Relationships, Fields and Forms which can be customised and extended using powerful inbuilt tools.

Lessons

• Introduction to the Dynamics 365 model
• Review the different Entity Types
• Create new Custom Entities
• Managing Entity Ownership
• Managing Entity Properties
• Custom Entity Security
• Virtual Entities
• Review Entities and Solutions

Lab 1: Creating and Managing Entities

• Creating a new Solution
• Create Custom Entities and configure Entity properties
• Add existing System Entities to a Solution
• Configure permissions for Custom Entities

Module 18: Customizing Fields

This module presents the different Field types that exist in Dynamics 365 including special Fields like Calculated and Rollup Fields. The Business Rule Designer is also introduced together with Field Level Security.

Lessons

• Introduction to Field Customization
• Understand the different Field Types
• Review Field Formats
• Create a new Field
• Review Fields and Solutions
• Implement a Calculated Field
• Configure Field Level Security

Lab 1: Creating and Managing Fields

• Creating Fields
• Create a Global Option Set

Lab 2: Creating a Calculated Field

• Creating a Calculated Field
• Add Fields to an Entity Form

Lab 3: Configuring Field Level Security

• Enable a Field for Field Level Security
• Configure a Field Security Profile

Module 19: Customizing Relationships and Mappings

This module provides an overview of the different types of Relationships that can be created in Dynamics 365. Relationship Behaviours and Mappings are also considered.

Lessons

• Introduction to Relationships
• Review the different Relationship Types
• Create a Relationship
• Review Relationships and Solutions
• Understand Relationship Behaviour
• Implement a Hierarchy Relationship
• Configure Field Mappings

Lab 1: Create Entity Relationships

• Create Entity Relationships
• Configure Relationship Behaviour

Lab 2: Create a Hierarchical Relationship

• Configure a Hierarchical Relationship

Lab 3: Configure Field Mappings

• Configure Field Mappings

Module 20: Customizing Forms, Views and Visualizations

This module steps through the process to create, customize and configure Forms, Views, Charts and Dashboards in Dynamics 365.

Lessons

• The process to create a new Form
• Review the different Form types
• Using the Form Designer
• Customizing the Main, Quick View and Quick Create Forms
• Editable Grids
• Configure Form Security
• Review the different View types
• Customizing System Views
• Customizing System Charts and Dashboards

Lab 1: Customizing Forms

• Customising Forms
• Create a Quick Create Form
• Create a Quick View Form

 Lab 2: Configuring System Views

• Create Custom System Views

Lab 3: Configuring Charts and Dashboards

• Configure a System Chart
• Construct a System Dashboard

Module 21: Building Custom Power Apps to work with Dynamics 365

In this module you will learn how to provision and use the Dynamics 365 App Designer to create a custom App and navigation.

Lessons

• An introduction to Power Apps and the Power Platform
• An introduction to the App Designer
• Customizing the Sales and Customer Service Apps
• App Designer Walk Through
• App Designer Features
• Security Enabled Navigation
• Constructing an App
• Publishing an App
• Apps and Solutions

Lab 1: Build a custom Event Management App

• Use the App Designer to build a custom App

Module 22: Processes: Workflows, Business Process Flows and Custom Actions

In this module you will learn how to create and maintain Workflows, Business Process Flows and Custom Actions in Dynamics 365.

Lessons

• Introduction to Processes
• Workflow
• Business Process Flows
• Custom Actions

Lab 1: Create a Workflow

• Customising Forms
• Create a Quick Create Form
• Create a Quick View Form

 Lab 2: Create a Business Process Flow

• Create a Business Process Flow
• Add Stages and Steps to a Business Process Flow
• Configure Branching Logic in a Business Process Flow

Module 23: Solution Management

In this module you will learn how to create and manage Solutions in Dynamics 365 across multiple environments.

Lessons

• An introduction to Solution Management
• How to add and administer components in a Solution
• The differences between unmanaged and managed Solutions
• How to export and import a Solution
• How to set Managed Properties for a Solution
• What happens when you delete a Solution
• How to Clone a Solution Patch
• How to Clone a Solution

Lab 1: Solution Management

• Export an Unmanaged Solution
• Import an Unmanaged Solution
• Configuring Managed Properties
• Export and Import Managed Solutions
• Create a Solution Patch
• Clone a Solution

Students should have an existing working knowledge of either Microsoft Dynamics 365 or Microsoft Dynamics CRM.  As a minimum, students should attend the prerequisite course ‘Introduction to Microsoft Dynamics 365’.