Dynamics Courses

Microsoft Dynamics 365 Training for Government

Next course date:

May 11th 2020 9:00am – May 15th 2020 4:00pm 

Course Description

This 5 day training combines 3 courses into one to give students a full perspective of Dynamics 365 version 8, how to use its existing features as well as how to use the configurable and customization features of the software. This course provides a mix of theory and hands-on labs. This course is designed for those looking to both gain familiarity with Dynamics 365.


This course is intended for individuals that plan to implement, use, maintain, or support Microsoft Dynamics 365 in their organization. The training is intended for customer service representatives, service schedulers, administrators, office managers, CEOs, and consultants who want to gain fundamental knowledge of the application functionality.


5 Days

Day 1 – Introduction to Microsoft Dynamics 365

Day 2 – Customer Service in Microsoft Dynamics 365

Day 3 to 5 – Configuration and Customization in Dynamics 365


Admission Cost

$2,950.00 CAD

Courses part of the Boot Camp

This course combines three courses into one, officially materials have been adapted to Dynamics 365 are covered.

Day 1 – Outreach and Campaign Management in Microsoft Dynamics 365


Module 1 – Basics of Microsoft Dynamics 365

  • Application Navigation
  • Personal Options
  • Search Tools
  • Basic Record Types
  • Lab: Navigate Microsoft Dynamics
  • Lab: Create a Contact
  • Labs: Set Personal Preferences

    Module 2 – Working with Complex Relationships and Accounts / Contact Records

    • Create Accounts and Contacts with roles
    • Changing Addresses
    • Connections
    • Lab: Managing relationships of a multi-national and multi-tiered organization

      Module 3 – Campaign Management

      • Create and maintain marketing lists
      • Create, Maintain, and Use Campaigns
      • Create, Maintain, and Use Campaign Activities
      • Lab: Create an Outreach Campaign using an email channel
      • Which marketing metrics are available
      • ClickDimensions
      • Microsoft Dynamics Marketing

       Module 4 – Introduction to Customer Service

      • Customer Scenarios
      • Customer Service Entities and Record Types

       Module 5 – Cases

      • Creating Case Records
      • Understanding the Process Ribbon and Menu Options
      • Case Resolution, Canceling and Deleting
      • Assigning Case Records
      • Other Actions on Cases From Forms and Views
      • Working with the Subject Tree
      • Working with the Case List and Views
      • Lab: Case Resolution Processing
      • Create a case
      • Associate a phone call with the case
      • Resolve the case

        Day 2 – Customer Service in Microsoft Dynamics 365

        Module 1 – Knowledge Base in the Interactive Service Hub

        • Knowledge management process
        • Create a knowledge article
        • Create and manage article versions
        • Translate a knowledge article in multiple languages
        • Track knowledge article views
        • Lab: Managing Knowledge Base Articles


        Module 2 – Queue Management

        • Queue Management
        • Lab: Create and Manage Queues
        • Create a New Public Queue for Incoming Questions


        Module 3 – Entitlements & SLAs

        • Entitlements and SLA Templates
        • Creating and Working with Entitlements
        • Using Entitlements and SLAs with Cases
        • Lab: Resolving a Case with an Entitlement
        • Create an Entitlement Template
        • Create an SLA using a Contract Template
        • Open a case and associate an SLA and entitlement
        • Create and Close an Appointment Activity a With the Case
        • Resolve the Case


        Module 4 – Analysis, Reports and Goals

        • Customer Service Reports
        • Customer Service Charts and Dashboards
        • Customer Service Goals and Metrics
        • Lab: Goals and Goal Metrics
        • Modify a Goal Metric to Include in-Progress Cases


        Module 5 – Interactive Service Hub Configuration

        • Introduction to Interactive Dashboards
        • Demo

          Day 3 to 5 – Customization and Configuration in Microsoft Dynamics 365


          Module 1 – Introduction to Customizing Microsoft Dynamics 365

          • Customization or Development?
          • Microsoft Dynamics CRM Solutions
          • Introduction to Entity Customization
          • Lab: Create a Solution and publisher

          Module 2 – Configuring Dynamics, Business Units, Teams and Users

          • Configuring Dynamics CRM
          • Create and Manage CRM Business Units
          • User Management and Email Configuration
          • Using CRM Teams to Extend Functionality


          Module 3 – Building a Security Model in Microsoft Dynamics 365

          • Configuring Dynamics 365
          • Create and Manage Dynamics Business Units
          • User Management and Email Configuration
          • Using Dynamics Teams to Extend Functionality
          • Lab: Configure Security Roles
          • Lab: Configure User Access


          Module 4 – Introduction to Dynamics 365 Solutions

          • Dynamics 365 Solutions Overview
          • Including 365 Components in Solutions
          • Solution Publishers and Versioning
          • Solutions Types
          • Working with Multiple Solutions
          • Export & Import Dynamics Solutions


          Module 5 – Customizing Entities

          • Entity Customization Concepts
          • Create a Custom Entity
          • Additional Entity Properties
          • Modifying the Configuration of an Entity
          • Lab: Create Custom Entities
          • Lab: Create a Custom Activity Entity


          Module 6 – Customizing Fields

          • Field Data Types
          • Field Display Formats
          • Field Properties
          • Customize Existing Fields
          • Configure Option Sets
          • Status and Status Reason Fields
          • Delete Fields
          • Lab: Create and Modify a Global Option Set


          Module 7 – Managing Relationships

          • Types of Entity Relationships
          • Create Entity Relationships
          • 1:N Relationship Behavior
          • Field Mappings in 1:N Relationships
          • Connections and Connection Roles
          • Lab: Create New Relationships
          • Lab: Customize Relationship Mappings


          Module 8 – Customizing Forms

          • Form Customization Overview
          • Create and Modify Forms
          • Quick Create and Quick View Forms
          • Manage Multiple Forms
          • Mobile Clients
          • Lab: Modify Form Layout and Add Fields
          • Lab: Create a Role-Based Form for the Competitor entity.


          Module 9 – Business Rules

          • Introduction to Business Rules
          • How to design and implement Business Rules
          • Lab: Create a conditional Business Rule


          Module 10 – Customizing Views and Visualizations

          • View Customization Concepts
          • System Views
          • Create Custom Views
          • Remove Unwanted Views
          • Lab: Modify a Quick Find View
          • Lab: Create Custom Views
          • Create and Modify Charts
          • Export and Import Charts
          • Create and Modify Dashboards
          • Lab: Create a Custom Chart
          • Lab: Create a Dashboard


          Module 11 – Introduction to Processes in Microsoft Dynamics 365

          • Review Processes Available in Dynamics
          • Business Process Flows
          • Workflows
          • Custom Actions
          • Examine how to create a Dynamics workflow


          Module 12 – Business Process Flows

          • Overview of Business Process Flows
          • Using Stages, Steps, and Categories
          • Reviews Options for Conditional Branching
          • Role Driven Process Flows Lab: Create a Multi-Entity Business Process Flow with conditional stages
            International Training Centre

            Address: 100 Sparks Street, Suite 901 Ottawa, ON K1P 5B7
            Phone: 613-656-1816