Dynamics Courses

Microsoft Dynamics 365 Training for Government

Next course date: 

November 23rd, 2020 9:00am EST – November 27th, 2020 4:00pm

December 14th, 2020 9:00am EST – December 18th, 2020 4:00pm

Course Description

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

Audience

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 application knowledge.

 

Duration

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

$1,995.00 CAD

Day 1 – Introduction to 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 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

  • Knowledge management process
  • Create a knowledge article
  • Create a knowledge article template
  • Attach a knowledge base article to a case
  • Working with the Subject Tree
  • 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
  • Create an SLA
  • Open a case and associate an SLA and entitlement
  • 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 Configuration?
  • 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
  • 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
  • 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
  • Lab: Modify Form Layout and Add Fields
  • Lab: Create a Role-Based Form

 

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