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. It will also delve into lead management, marketing forms and pages, segmentation, and email marketing messages. 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 and businesses.

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 help organizations enhance their market position by providing tools for identifying and scheduling resources, as well as managing workloads for mobile workers. This course will equip participants with the skills necessary to identify and configure key components that are essential for delivering effective Field Service and mobile solutions. Key topics include understanding organizational considerations that drive configuration decisions and common configuration aspects. The course aims to provide a comprehensive view of implementation strategies that align with customer and organizational goals, ensuring more efficient solutions.

Audience Profile

This course is tailored for IT professionals who have experience or an interest in delivering Field Service solutions for large-scale customers, particularly those working within the public sector for government agencies.

After completing this course, you will be able to:

• Identify the key components involved in Field Service implementations.
• Define the products and services that will be delivered to clients.
• Determine appropriate pricing options for specific scenarios.
• Assess which resources are necessary for successful project execution.

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 cover the financial aspects of Dynamics 365, including the configuration and use of essential financial components such as accounts payable, accounts receivable, collections, budgeting, fixed assets, and additional functionality. The curriculum is tailored to ensure that participants gain a comprehensive understanding of these financial tools for government and other sectors.

Audience Profile

The target audience for this course includes Dynamics 365 for Finance and Operations Functional Consultants who are responsible for conducting discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. These consultants implement 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:

• Understand and perform financial duties in Dynamics 365 Finance for government and other organizations.

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 will provide you with the detailed agenda for this course. Module 1 introduces the configuration requirements for Dynamics 365 Supply Chain Management, Manufacturing. Module 2 delves into managing various manufacturing processes. Module 3 covers implementing master planning for production. Module 4 addresses several key manufacturing features. Module 5 focuses on subcontracting for product manufacturing.

Audience Profile

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

At Course Completion

Upon completing this course, students will be able to:

• Configure essential and frequently used features and functionalities within Dynamics 365 for government.
• Process a wide range of Dynamics 365 Manufacturing transactions.
• Explain the features of Dynamics 365 Supply Chain Management, Manufacturing to others.

About This Course

This course is designed to establish a strong foundation in Dynamics 365 Supply Chain Management application knowledge. It covers essential features and functionalities required by Dynamics 365 Supply Chain Management functional consultants, including product information management, inventory configuration, supply chain management setup, transportation and warehouse management, quality control processes, and master planning configurations. The course includes lectures and hands-on exercises that are presented as case studies to simulate real-world scenarios for government and industry professionals. Each exercise is 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 who are key resources responsible for designing and configuring applications to meet customer requirements. These consultants analyze business needs and translate them into effective business processes and solutions that adhere to industry best practices. They may specialize in one or more areas such as finance, manufacturing, or supply chain management and collaborate with architects, developers, administrators, and other stakeholders to deliver solutions that exceed customer expectations.

After completing this course, students will be able to:

• Configure critical Dynamics 365 Supply Chain Management functionalities.
• Process key Dynamics 365 Supply Chain Management transactions.
• 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. Participants will learn to implement and extend applications to meet the specific requirements of public sector organizations. The training emphasizes providing fully realized solutions through the use of standardized application coding patterns, extensible features, and external integrations.

Audience Profile

This course is tailored for Microsoft Dynamics 365 Finance and Operations Apps Developers working in government roles.

About This Course

The Solution Architect plays a crucial role in the successful design, implementation, deployment, and adoption of comprehensive solutions. This individual ensures that the solution not only meets the immediate needs of the customer but also remains effective in the long term. In this course, participants will gain insights into the key decisions made by a Solution Architect during an implementation, including areas such as security, integrations, Power Apps architecture, Power Automate architecture, and more. This course is designed to provide an introduction to the responsibilities of a Solution Architect for government and private sector applications.

Audience Profile

This course is tailored for Senior Consultants with both functional and technical expertise who are aspiring to become Solution Architects, as well as current Solution Architects who are new to the role. It aims to equip these professionals with the knowledge and skills necessary to excel in their responsibilities.