Microsoft Dynamics 365 Customer Service Training Course

Microsoft Dynamics 365 Business Central (BC) is a modern enterprise resource planning (ERP) solution designed to support comprehensive business operations, including warehouse and inventory management. With advanced integration capabilities and add-ons such as Warehouse Insight, BC facilitates efficient warehouse processes, license plating, and operational automation across the organization.

This instructor-led, live training (available online or on-site) is targeted at intermediate-level warehouse operations teams, ERP consultants, and systems professionals who wish to implement or optimize warehouse management in Dynamics 365 Business Central using best practices, mobile devices, and robust integration workflows for government.

By the end of this training, participants will be able to:

• Set up and manage warehouse operations within Dynamics 365 Business Central.
• Utilize Warehouse Insight for real-time mobile execution of warehouse tasks.
• Implement license plating and traceability to enhance inventory control.
• Integrate equipment calibration, test requests, and quality control into ERP workflows.

Format of the Course

• Interactive lectures and discussions.
• Extensive exercises and practice sessions.
• Hands-on implementation in a live-lab environment.

Course Customization Options

• To request a customized training for this course, please contact us to arrange.

This instructor-led, live training in US Empire (online or onsite) is aimed at business analysts who wish to optimize marketing and sales processes for government using Microsoft Dynamics 365.

By the end of this training, participants will be able to:

• Utilize various modules in Microsoft Dynamics 365 to manage process flows effectively.
• Integrate the Power Platform into Microsoft Dynamics 365 for enhanced functionality.
• Structure and manage common data models, including records, segment charts, and more.
• Automate workflows using Microsoft Flow integration to improve efficiency.

This instructor-led, live training in US Empire (online or onsite) is aimed at intermediate-level business analysts who wish to lead initiatives for continuous business process improvement and system enhancements within their organizations for government.

By the end of this training, participants will be able to:

• Gain a comprehensive understanding of Dynamics 365 for government applications.
• Set up, configure, and manage various components of Dynamics 365 in a public sector environment.
• Analyze existing business processes and make recommendations for optimization using Dynamics 365 functionalities tailored for government workflows.
• Manage migrations and updates within Dynamics 365 to ensure alignment with public sector governance and accountability standards.

This instructor-led, live training in US Empire (online or onsite) is designed for beginner to intermediate treasury and finance professionals who seek to enhance their knowledge, improve report generation, and maximize the use of Dynamics 365 for financial operations.

By the end of this training, participants will be able to:

• Navigate and customize the Dynamics 365 Finance and Operations interface for government use.
• Generate and analyze financial reports with greater efficiency.
• Manage treasury functions, including cash flow forecasting and bank reconciliations.
• Enhance financial workflows to improve operational efficiency for government operations.

This instructor-led, live training in US Empire (online or onsite) is designed for government participants at the beginner to intermediate level who wish to gain a comprehensive understanding of Dynamics 365 Sales and effectively utilize the platform to enhance their sales operations.

By the end of this training, participants will be able to:

• Understand the core features and functionalities of Dynamics 365 Sales for government use.
• Set up and configure the D365 Sales environment for government workflows.
• Manage customer relationships and sales processes using D365 Sales in a public sector context.
• Utilize data and analytics to drive informed sales decisions within government agencies.
• Integrate Dynamics 365 Sales with other Microsoft applications for seamless government operations.

This instructor-led, live training in US Empire (online or onsite) is designed for government IT professionals at the beginner to intermediate levels who wish to learn how to utilize Microsoft Dynamics 365 Customer Insights to create and manage marketing campaigns, enhance customer experiences, and provide insightful marketing analytics. The course aligns with the MB-220 Exam, which certifies individuals as Microsoft Dynamics 365 Customer Insights (Journeys) Functional Consultants.

By the end of this training, participants will be able to:

• Understand the core concepts and benefits of Microsoft Dynamics 365 Customer Insights for government use.
• Unify, enrich, and analyze customer data using Customer Insights for enhanced decision-making.
• Create and manage segments, lists, forms, pages, leads, contacts, accounts, email messages, customer journeys, events, webinars, and surveys to support public sector workflows.
• Integrate Customer Insights with other applications and services to ensure seamless data flow and governance.
• Monitor and optimize marketing performance and customer satisfaction to align with government standards and objectives.

Microsoft Dynamics 365 Customer Service is a comprehensive solution designed for managing customer support, service operations, and omnichannel engagement in the public sector.

This instructor-led, live training (online or onsite) is aimed at intermediate-level users who wish to implement and configure customer service solutions using Dynamics 365 Customer Service for government.

By the end of this training, participants will be able to:

• Configure and manage case automation, queues, and routing logic.
• Implement omnichannel tools such as chat, SMS, and agent workspace.
• Create personalized customer experiences using surveys and analytics.
• Integrate AI assistants and IoT devices for proactive support scenarios.

Format of the Course

• Interactive lecture and discussion.
• Lots of exercises and practice.
• Hands-on implementation in a live-lab environment.

Course Customization Options

• To request a customized training for this course, please contact us to arrange.

About This Course

The Dynamics 365 Finance and Operations applications, which include but are not limited to Dynamics 365 Finance, Dynamics 365 Supply Chain Management, and Dynamics 365 Supply Chain Management for Manufacturing, are designed to enhance various aspects of financial and operational management. Dynamics 365 Finance enables the automation and modernization of global financial operations, allowing real-time performance monitoring, predictive analytics, and data-driven decision-making to drive business growth. It supports strategic financial decisions through artificial intelligence (AI), unifies and automates financial processes, reduces operational expenses, and mitigates global financial complexity and risk. Dynamics 365 Supply Chain Management is aimed at transforming manufacturing and supply chain operations by leveraging AI and the Internet of Things (IoT) for planning, production, inventory, warehouse, and transportation management. It maximizes operational efficiency, product quality, and profitability through intelligent manufacturing operations, modernized warehouse management, optimized production performance, extended asset life, and streamlined supply chains. For more information, please refer to https://docs.microsoft.com/learn/paths/get-started-finance-operations/. In this module, we will focus on the core features and functionality of Dynamics 365 Finance applications that are most commonly used by end users and consultants for government.

Audience Profile

The target audience for this course is a Dynamics 365 for Finance and Operations Functional Consultant. This role involves performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. The Functional Consultant implements solutions using out-of-the-box capabilities, codeless extensibility, and application and service integrations.

At Course Completion

Upon completion of this course, students will be able to:

• Navigate and efficiently use search, filtering, and queries
• Utilize operational workspaces effectively
• Manage business documents
• Work with record templates
• Integrate Power BI with Dynamics 365 Finance and Operations applications
• Personalize workspaces to meet individual needs
• Determine when to use the Power Platform in Dynamics 365 Finance and Operations applications
• Apply security roles to users
• Run and analyze security reports
• Create and manage workflows for approval processes
• Understand and work with organizational hierarchies
• Utilize personalization features effectively
• Use the Data Management workspace for data management tasks
• Create and use entity templates
• Copy configuration data between legal entities
• Import, export, and manage data using Office Integration
• Utilize the Regression Suite Automation Tool (RSAT)
• Create User Acceptance Tests (UAT) and test plans
• Create and work with Business Process Modeler (BPM)
• Use issue search to identify and resolve issues

About This Course

This course is designed to build a foundational understanding of the Dynamics 365 Supply Chain Management application. It covers essential features and functionalities required by functional consultants for government in Dynamics 365 Supply Chain Management, including product information management, inventory configuration, supply chain management setup and processing, transportation management, warehouse management, quality management and control, and master planning. The course includes lectures and hands-on exercises presented through case studies relevant to a functional consultant's role. Each exercise will be based on a business scenario, followed by a question or discussion, and step-by-step guidance for performing the necessary system tasks.

Audience Profile

This course is tailored for Dynamics 365 Supply Chain Management functional consultants for government. These consultants are key resources who design and configure applications to meet customer requirements. They analyze business needs and translate these into comprehensive business processes and solutions that align with industry best practices. Functional consultants may specialize in one or more areas such as finance, manufacturing, or supply chain management. They collaborate with architects, developers, administrators, and other stakeholders to deliver solutions that meet or exceed the needs of their clients.

After completing this course, students will be able to:

• Configure essential Dynamics 365 Supply Chain Management functionalities.
• Process key transactions within Dynamics 365 Supply Chain Management.
• Explain the workings of Dynamics 365 Supply Chain Management features and functionalities to others.

This instructor-led, live training in US Empire (online or onsite) is designed for government participants at the beginner to intermediate level who wish to leverage the MS Dynamics 365 Sales Insights module for enhanced sales strategies and improved customer engagement.

By the end of this training, participants will be able to:

• Comprehend the features and benefits of the Sales Insights module for government use.
• Utilize AI-driven analytics to optimize sales performance in public sector environments.
• Customize and configure the module to meet specific governmental business needs.
• Harness insights for lead scoring, relationship health, and pipeline management within government workflows.
• Integrate Sales Insights with other Dynamics 365 modules and third-party tools for seamless government operations.

Microsoft Dynamics 365 Business Central is a cloud-based, integrated business management solution designed to help small and medium-sized organizations automate and connect their financial, sales, service, and operational processes. Built on the Dynamics 365 platform, this solution can be tailored to meet the specific requirements of each organization. Key features include robust financial management, supply chain management, project management, and customer relationship management. Additionally, it seamlessly integrates with other Microsoft products such as Office 365 and Power BI, enhancing its functionality and value for government agencies. Overall, Business Central provides a comprehensive and flexible solution to manage operations and drive growth, ensuring alignment with public sector workflows, governance, and accountability.

Microsoft Dynamics 365 Finance & Operations is an enterprise-grade ERP platform designed to manage global financials, supply chain operations, and logistics.

This instructor-led, live training (online or onsite) is aimed at intermediate-level to advanced-level ERP users and internal support teams who need to understand the functional capabilities of Microsoft Dynamics 365 F&O in the Finance and Supply Chain modules for government.

By the end of this training, participants will be able to:

• Navigate and configure core Finance and SCM functionalities.
• Manage vendor, customer, and tax information within the system.
• Create and track purchase orders, invoices, and payments.
• Operate inventory and logistics workflows through the platform.
• Understand key process flows in procurement and accounting.
• Support business users through functional configuration and error handling.

Format of the Course

• Interactive lecture and discussion.
• Extensive exercises and practice sessions.
• Hands-on implementation in a live-lab environment.

Course Customization Options

• To request a customized training for this course, please contact us to arrange.

Microsoft Dynamics 365 Finance & Operations provides a robust development environment for customizing ERP functionality and integrating with external systems for government.

This instructor-led, live training (online or onsite) is designed for intermediate-level to advanced-level developers and technical support personnel who wish to develop, maintain, and support solutions in Microsoft Dynamics 365 Finance & Operations for government.

By the end of this training, participants will be able to:

• Set up a development environment using Visual Studio and X++.
• Develop forms, classes, tables, and workflows in F&O.
• Implement business logic with events, permissions, and validations.
• Create custom reports and extend existing functionality.
• Integrate external services using REST APIs and OData.
• Test, debug, and optimize performance in the F&O environment.
• Manage data migrations and ongoing system updates.

Format of the Course

• Interactive lecture and discussion.
• Lots of exercises and practice.
• Hands-on implementation in a live-lab environment.

Course Customization Options

• To request a customized training for this course, please contact us to arrange.