Dynamics 365 for customer engagement for Customer Service (MB 230) Training Course

About This Course

Microsoft Dynamics 365 Sales is a comprehensive application designed to manage the handling of customers and potential customers. With Dynamics 365 Sales, organizations can track performance against sales goals, automate best practices, derive insights from data, and enhance overall efficiency.

Join our team of globally recognized experts as they guide you step by step through the process of converting leads into opportunities and ultimately closing deals. Through hands-on exercises using the application’s automation and customization features, you will learn how to maximize the productivity of your sales staff.

Audience Profile

A Dynamics 365 Functional Consultant is responsible for conducting discovery sessions, capturing requirements, engaging with subject matter experts and stakeholders, translating business needs into technical solutions, and configuring the application. The Functional Consultant implements a solution using out-of-the-box capabilities, codeless extensibility, and integration of applications and services.

After completing this course, you will be able to:

About This Course

This course will review the marketing application configuration necessary to drive business growth for government. It will delve into lead management, marketing forms and pages, segmentation, and email marketing messages. All these components are integrated through interactive customer journey design, including event and survey configuration.

Audience Profile

This course is designed for IT or marketing professionals who want to learn how to leverage Dynamics 365 Marketing for government operations.

At Course Completion

After completing this course, you will be able to:

• Configure advanced settings
• Manage marketing content, templates, and integrations
• Create and manage leads
• Design and create marketing forms and pages
• Create and manage segments
• Set up and launch customer journeys
• Create and manage events
• Distribute and analyze surveys

About This Course

Dynamics 365 Field Service is designed to enhance the market position of organizations by offering a suite of tools for resource identification, scheduling, and workload management, particularly for mobile workers. This course will equip participants with the skills necessary to identify and configure the essential components that facilitate Field Service and mobile solutions. Key topics include organizational considerations that drive configuration decisions and common configuration aspects. By completing this course, students will gain a comprehensive understanding of the broader goals and objectives related to implementations that support more efficient solutions, aligning with customer and organizational needs.

Audience Profile

This course is tailored for IT professionals who have experience or an interest in delivering Field Service solutions for large-scale customers, ensuring alignment with public sector workflows and governance requirements.

After completing this course, you will be able to:

• Identify the key components involved in Field Service Implementations for government.
• Define the products and services that will be delivered to customers.
• Determine which pricing options are appropriate for specific scenarios.
• Evaluate the necessary resources required for successful implementation.

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 provides an in-depth exploration of the financial capabilities of Dynamics 365, including the configuration and utilization of essential financial components, accounts payable, accounts receivable, collections, budgeting, fixed assets, and additional functionalities.

Audience Profile

The target audience for this course is a Dynamics 365 for Finance and Operations Functional Consultant. These professionals are responsible for conducting discovery sessions, capturing requirements, engaging with subject matter experts and stakeholders, translating business needs into technical solutions, and configuring the system to meet those requirements. The consultant will implement solutions using out-of-the-box capabilities, codeless extensibility, and application and service integrations.

At Course Completion

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

• Demonstrate a comprehensive understanding of financial duties in Dynamics 365 Finance and effectively perform them for government operations.

About This Course

This course consists of six modules and is designed for a four-day learning experience. It can be delivered in-person or virtually. Your instructor(s) will provide you with the detailed agenda for this course. Module 1 will introduce you to the configuration requirements for Dynamics 365 Supply Chain Management, Manufacturing. Module 2 will delve into managing various manufacturing processes. Module 3 will cover implementing master planning for production. Module 4 will address the implementation of several key manufacturing features. Module 5 will focus on subcontracting for product manufacturing.

Audience Profile

The target audience for this course is Dynamics 365 Finance and Operations Functional Consultants. These professionals are responsible for conducting discovery, capturing requirements, engaging with subject matter experts and stakeholders, translating requirements into actionable configurations, and implementing solutions using out-of-the-box capabilities, codeless extensibility, and application and service integrations.

At Course Completion

Upon completing this course, participants will be able to:

• Configure the most important and commonly used features and functionalities within Dynamics 365 for government operations.
• Process a wide range of Dynamics 365 Manufacturing transactions.
• Explain to others the key features of Dynamics 365 Supply Chain Management, Manufacturing.

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.

About This Course

This course is designed for government professionals who are Microsoft Dynamics 365 Finance and Operations Apps Developers. These developers implement and extend applications to meet the specific requirements of government agencies. They provide fully realized solutions by utilizing standardized application coding patterns, extensible features, and external integrations that align with public sector workflows and governance.

Audience Profile

This course is tailored for Microsoft Dynamics 365 Finance and Operations Apps Developers working in the public sector.

About This Course

The Solution Architect is responsible for the successful design, implementation, deployment, and adoption of an overall solution. The Solution Architect ensures that the solution meets the customer’s needs both currently and in the future. In this course, participants will gain insights into the decisions a Solution Architect makes during an implementation, including security, integrations, Power Apps architecture, Power Automate architecture, and more. This course is designed to provide an introduction to the Solution Architect role for government professionals.

Audience Profile

Senior Consultants (both functional and technical) who aspire to become Solution Architects, as well as current Solution Architects who are new to the role.