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Microsoft 4Afrika CRM Online Boot Camp – Starts May 2018!

Get fully trained & obtain your CRM certifications by June 2018.

Microsoft 4Afrika is sponsoring 25 delegates across West, East and Central Africa a chance to attend the 4Afrika CRM Online Boot Camp so that you can receive your Microsoft 365 Online certifications. Run by The CRM Team, who are trusted by top Microsoft partners around the world, you can be confident that you will receive expert training. With The CRM Team having already delivered thousandd of hours of training and helped hundreds of people achieve new Microsoft Certifications, this special offer is one not to be missed.

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Microsoft Dynamics 365 - Customisation & Configuration

Exam No. MB2-716

Dates: 28-May to 06-Jun

Course Content

1. Configure Microsoft Dynamics 365

Configure Microsoft Dynamics 365 settings 

Configure auditing, document management, and collaboration; configure administration settings; perform data management tasks; perform user management; implement themes

Manage Microsoft Dynamics 365 security 

Identify security roles, define permissions and privileges, configure access levels, configure security roles, assign security roles, implement multiple security roles, manage access, implement the standard security model and hierarchy security, configure business units, manage teams

Configure email services 

Identify integration options, configure email server profiles and default organization email settings, enable server-side email synchronization, enable folder tracking, map exchange folders, set up and configure the CRM App for Outlook

Integrate Microsoft Dynamics 365 with other Office 365 offerings 

Select the appropriate Office 365 group integration, create and configure Office 365 groups, integrate Microsoft Dynamics 365 and SharePoint, enable linking to OneNote files, set up and configure OneNote integration, configure OneDrive integration

2. Implement Dynamics 365 entities, entity relationships and fields

Manage Microsoft Dynamics 365 entities 

Manage entity ownership, manage entity properties, configure system entities, describe activity entities, configure entity ownership and entity properties, implement managed properties, configure custom entities and security roles, delete entities

Implement entity relationships 

Define relationship types, create relationships, configure cascading rules, identify types of cascading behavior, work with hierarchical data, configure entity mapping, create connections and connection roles

Define and configure Microsoft Dynamics 365 fields 

Identify field types, define field naming requirements, configure field properties and field display formats, implement option sets and two option fields, configure lookup fields and customer fields

Configure field customizations 

Configure fields, configure field properties, use calculated fields, use rollup fields, configure global option sets, create alternate keys, configure field security and security roles, use status and status reasons, identify status reason transitions

3. Create and manage Microsoft Dynamics 365 solutions, forms, views, and visualizations

Create and manage Microsoft Dynamics 365 solutions 

Recommend usage patterns for Microsoft Dynamics 365 solutions, identify solution components, identify solution types, create managed and unmanaged solutions, configure publishers and versions, manage multiple solutions, import and export solutions

Customize Microsoft Dynamics 365 forms 

Identify Microsoft Dynamics 365 form types, build a form, use specialized form components, implement access teams and subgrids, create editable grids, work with navigation, use multiple forms

Implement Microsoft Dynamics 365 views and visualizations 

Identify view types; create, modify, manage, and delete views; customize views; create system and personal charts; identify chart types that can be combined; use available series aggregation types; customize charts; import and export charts; create dashboards and dashboard components; customize dashboards; control access to dashboards

Configure Microsoft Dynamics 365 for mobile devices 

Deploy the mobile client, identify available entities for the mobile client, configure mobile navigation, design mobile form layout, create custom controls, hide mobile form content, create multiple forms, create mobile views and activity lists

4. Implement business rules, workflows, and business process flows

Implement and manage business rules 

Determine when to use business rules; describe business rule scopes; identify actions that trigger business rules; configure business rules, conditions, and actions

Implement and manage workflows, dialogs, and custom actions 

Implement workflows; identify workflow types; implement dialogs and custom actions; identify when to use business process flows, workflow dialogs, and custom actions

Implement and manage business process flows 

Identify business flow components; enable business process flows; implement steps, stages, and categories; implement flows that use multiple entities; use conditional branching; implement role-driven business process flows; run workflows

Microsoft Dynamics 365 for Field Service

Exam No. MB2- 877

Dates: 28-May to 01-Jun

Course Content

1. Setup and configure Field Service

Perform initial configuration steps 

This objective may include but is not limited to: Identify key security roles, identify resource scheduling options; identify entities that can be customized with administrative settings, identify product and service categories.

Configure product and service pricing 

This objective may include but is not limited to: Configure product and service pricing features including minimum charge amount, minimum charge duration, and the flat fee option; add products and services to incidents; determine when a product has a default list price and a work order price list; associate products and services with price lists; define tax codes.

Configure bookable resources 

This objective may include but is not limited to: Identify fields for bookable resources; enable mapping functionality; identify entities that are geocoded; define start and end locations for resources; identify differences between address types.

Configure additional options 

This objective may include but is not limited to: Configure territories and organizational units; identify skills types; configure characteristics and skills; configure proficiency models; implement resource roles and categories; explain differences between organizational units and business units.

Integrate other tools with Field Service

This objective may include but is not limited to: Automate processes by using Microsoft Flow; build flows using Visual Designer; identify uses for the Twilio solution; identify opportunities to integrate Glympse with the Connected Field Service solution.

2. Manage work orders

Describe the work order lifecycle 

This objective may include but is not limited to: Describe work order fields; describe work order life cycle stages; identify booking status and work order status values for values for work order stages; describe uses and capabilities for billing accounts, service accounts, and sub-accounts.

Create and manage work orders

This objective may include but is not limited to: create a work order from an incident; add status and substatus information to a work order; configure work order type and priority; organize work orders and resources by geography; describe the process for closing work orders; close a work order.

Manage incidents

This objective may include but is not limited to: Describe incident types and incident type fields; create and configure incident types; add service tasks.

3. Schedule and dispatch work orders

Manage scheduling options 

This objective may include but is not limited to: Describe options for scheduling work orders including the Schedule Board and Schedule Assistant; determine when to use each scheduling option; describe the stages of the scheduling process and steps that occur during each stage.

Implement the Schedule Board

This objective may include but is not limited to: Identify features and uses of the Booking Requirements view; implement the integrated map feature; manually schedule work orders; reassign and reschedule work orders; move incomplete work orders; generate driving instructions for field agents; create additional schedule boards; configure schedule boards; customize the schedule board; create web resources to define custom booking rules

Implement the Schedule Assistant

This objective may include but is not limited to: Apply constraints to resource queries; filter data; specify a search radius; troubleshoot Schedule Assistant.

Optimize resource scheduling 

This objective may include but is not limited to: Identify licensing requirements for resource scheduling add-on; create optimization profiles; define objectives and constraints; configure resource optimization.

Configure universal scheduling 

This objective may include but is not limited to: Describe the uses and limitations of Universal Scheduling; describe prerequisites for enabling an entity for scheduling; identify entities that can be enabled for scheduling; create workflows to populate data in requirement records; create requirement views; schedule an entity.

4. Manage Field Service mobility

Install and configure the mobile app 

This objective may include but is not limited to: Identify supported mobility options; identify unique mobile app features; describe differences between online and offline modes; identify tasks that field agents can perform; perform initial configuration steps for mobile app.

Customize the mobile app

This objective may include but is not limited to: Import the Field Service project; assign security roles; administer connected devices.

Manage mobile projects

This objective may include but is not limited to: Identify project artifacts that you can modify; edit a project; modify configuration settings; publish a mobile project.

5. Manage inventory and billing

Manage customer assets 

This objective may include but is not limited to: Identify uses for customer assets; create and register customer assets; configure products to auto-create customer assets; associate work orders with customer assets; create child assets.

Manage inventory

This objective may include but is not limited to: Set up inventory and warehouses; view product inventory; compare and contrast inventory levels and inventory transfers adjust inventory levels; transfer inventory.

Managing purchasing and product returns

This objective may include but is not limited to: Describe the purchase order process; create purchase orders; display a list of receivable products for a purchase order; describe the ways that a product can be returned; create return merchandise authorizations; finalize returns.

6. Manage the connected Field Service solution

Configure the Connected Field Service solution 

This objective may include but is not limited to: Describe Connected Field Service; identify key benefits of Connected Field Service; install prerequisite components; install and configure Connected Field Service; identify components created during solution installation; implement the solution.

Manage devices 

This objective may include but is not limited to: Use connections to configure multiple parts as one asset; categorize devices; resolve registration errors; view data from devices; remotely send commands to devices; extend connected field service solutions.

7. Manage agreements

Create and manage agreements 

This objective may include but is not limited to: Describe the framework required to use or create agreements; identify key elements of agreements and information needed to set up an agreement; define and configure agreement settings; configure agreement preferences.

Define and create bookings 

This objective may include but is not limited to:  Identify the purpose, uses, and limitations of bookings; describe options automatic generation of bookings; set up agreement bookings.

Define and create invoices 

This objective may include but is not limited to: Describe the purposes and uses for agreement invoices; identify options for generating invoices; create invoices.


Microsoft Dynamics 365 Customer Engagement - Online Deployment

Exam No. MB2-715

Dates: 18-Jun to 22-Jun

Course Content

1. Create a Customer Organisational Structure
Support the Microsoft Dynamics 365 client environment

Validate minimum browser requirements for devices utilizing the web interface to access Microsoft Dynamics 365, ensure client devices meet the minimum hardware specifications, support outlook integration by using Outlook or Outlook with Dynamics 365 App for Outlook installed, manage phone and tablet client environments

Deploy Microsoft Dynamics

Determine the proper edition of Microsoft Dynamics 365 suited for the client; determine the proper pricing, packaging, and subscription model based on the needs of the organizational environment; create a deployment plan to meet organizational considerations

Import data into the Microsoft Dynamics 365 environment

Design a data import plan, import data through supported methodologies, upload data from on-premises to Azure, manage large volume migrations with the Data Loader service

Manage the Microsoft Dynamics 365 environment

Sign-up and cancel subscriptions, manage users, configure SSO and AD synchronization within hybrid environments with Active Directory Federation Services (ADFS), configure administrative access, assign roles

2. Administer the Microsoft Dynamics 365 Environment
Deploy instances

Deploy appropriate number and types of instances for designated environments, deploy sandbox and production instances, configure and edit instance properties

Manage instances

Switch an instance, reset an instance, delete an instance, copy an instance, manage regions and multiple tenant environments, manage storage and resources, manage administrative email notifications

Manage updates

Design a Microsoft Dynamics 365 update policy; review, approve, and skip updates; schedule updates

3. Integrate Microsoft Dynamics with Other Applications
Integrate Microsoft Exchange, SharePoint, and OneDrive with Microsoft Dynamics

Configure Exchange server synchronization for incoming and outgoing traffic, manage folder based tracking flows, manage SharePoint integration, enable OneDrive for Business, configure control access and folder structure for SharePoint

Integrate other Microsoft Online Business Solutions with Microsoft Dynamics

Manage OneNote integration, manage Microsoft Social Engagement integration, manage Yammer integration, manage workspace collaboration with Office 365 Groups, manage and configure Delve integration

Integrate customized and third party applications with Microsoft Dynamics

Configure and manage app modules, create customized function apps with App Designer, create site maps by using Design App Mapper, obtain access to additional apps through App Source and Power Apps

4. Manage Microsoft Outlook and Mobile Environments
Integrate Microsoft Dynamics 365 with Outlook

Manage supported environments for Microsoft Dynamics 365 for Outlook, deploy Microsoft Dynamics 365 for Outlook through multiple methods, configure Microsoft Dynamics 365 for Outlook to connect to multiple instances, configure synchronized fields, perform basic functions using the Microsoft Dynamics 365 App for Outlook interface

Manage and configure mobile apps for Microsoft Dynamics 365

Configure Microsoft Dynamics 365 for phones express and newer Microsoft Dynamics 365 for Phones and Tablets, configure entities and security privileges, manage CRM forms and dashboards

Microsoft Dynamics 365 for Customer Service

Exam No. MB2-718

Dates: 18-Jun to 05-Jul

Course Content

1. Manage Cases, the Knowledge Base and the Interactive Service Hub
Create and manage cases

Manage case lists and views, search for case records, create a new case record, convert activities to cases, perform case resolution processes, implement case routing rules; set up and configure case creation and update rules, implement parent/child cases, merge cases

Create and manage the knowledge base

Search for articles; associate an article with a case; use knowledge base articles to help resolve cases; create, manage, and maintain knowledge base article templates; create, modify, and publish knowledge base articles; format articles; attach knowledge base articles to email messages

Install and configure Microsoft Dynamics CRM Server

Install sample data; install and configure language packs, install the email router, configure server synchronization, configure SharePoint integration, install the SSRS data connector

Manage the Interactive Service Hub

Implement single-stream and multi-stream dashboards, manage queues and cases from streams

2. Manage Queues, Entitlements and SLAs
Create and manage queues

Differentiate between queue types, create and maintain queues, add cases and activities to queues, reconfigure queue items, implement case routing

Create and manage entitlements

Define entitlements, create and maintain entitlement templates, create and configure a new entitlement, create entitlements and add entitlement lines, apply entitlements to cases, associate products, associate entitlement channels, associate an SLA, activate and deactivate entitlements, renew an entitlement

Create and manage SLAs

Define standard and enhanced SLAs, implement SLA actions and details, use SLAs on-demand, manage cases with standard and enhanced SLAs

3. Implement Service Management Analysis and Voice of the Customer Surveys
Perform service management analysis

Create Microsoft Power BI dashboards, create service dashboards, design and create system charts, identify goal management components, define goals, implement and configure Advanced Find, create editable grids, identify service report types, design reports, export content to Microsoft Excel

Upgrade Microsoft Dynamics CRM and other components

Identify VOC features and components, install and configure VOC, create survey forms, create surveys by using the survey designer, create and configure surveys, link survey questions, pipe data into surveys, route responses, configure survey distribution options, identify and configure survey result options

4. Manage the Unified Service Desk
Install and configure the USD application

This topic may include: Install and configure the USD application; define User Interface Integration (UII) actions and calls; create an action call; manage connections by using Connection Manager, Global Manager, and debugger

Implement hosted controls

Create hosted controls, implement toolbars, identify and declare common events, implement window navigation rules, create and configure default and specific rules, implement data and replacement parameters

Configure server-side synchronization

Manage USD sessions, configure user settings and options, create agent scripts, identify debugger capabilities and components, view page data and parameters in the debugger


5. Manage Dynamics Field Service and the Interactive Services Hub
Install and configure Dynamics 365 Field Service

Plan a Field Service implementation; identify Field Service security roles and administration tasks; view and configure the schedule board; implement the schedule assistant; identify work order relationships; identify accounts, incident types, and service task types; identify agreement options; configure agreement bookings and invoices

Manage the Field Service mobile app and other Field Service features

Identify features and limitations of the mobile app, configure the Field Service mobile app, review customer assets, manage the purchase order process, manage inventory, process returns



Microsoft Dynamics 365 for Sales

Exam No. MB2-717

Dates: 09-Jul to 18-Jul

Course Content

1. Create a Customer Organisational Structure
Manage customer records

Create and maintain a current customer base organizational structure; identify potential sales opportunities by utilizing core records such as accounts, contacts and customers

Manage the sales process

Create and maintain sales transactional records; track the sales progression; manage the sales process from lead generation through quote, order, and invoice creation

Manage customer communication

Create and manage social engagement sources, identify opportunities and generate leads

Manage sales literature and competitors

Create and maintain a sales literature repository, create an organized methodology for identifying and tracking competitors

2. Manage Leads and Opportunities
Manage leads

Identify leads and track them throughout the conversion process, reactivate or delete disqualified leads

Identify and manage opportunities

Identify opportunities to track throughout the sales workflow, create opportunities with a defined status, create records within the opportunity form, assign opportunities to designated sales staff

Utilise opportunity functionality

Close and document opportunities as won or lost, use Quick Create to add new information, connect opportunities to other record types, apply connections to a data structure

Manage opportunity relationships

Analyse lost sales opportunities through resolution activities, utilise multiple opportunity views

3. Manage Relationship and Sales Analysis
Manage relationship intelligence

Provision and configure Relationship Insights to integrate with Exchange, create and prioritize actions and tasks, track interactions, manage sales communication

Manage relationship analysis

Provision and configure relationship intelligence, create actionable and productivity cards by using Relationship Assistant

Integrate email with Dynamics 365 Sales

Track interactions with a specific email; manage sales relationships through statistical analysis of email activity, untracked emails and performance activities; manage sales relationships with Email Engagement; use engagement analytics and Auto-capture

Manage sales by using sales analysis tools

Improve sales tracking by using Advanced Find, editable grids and built-in reports; export data to Excel in both static and dynamic processes; export Excel templates

4. Manage the Sale Process
Manage the business process flow

Manage the tasks required of each state in the Business Process Flow, create territories and assign them to managers and sales staff, configure currency and exchange rates

Manage Products by using the Product Catalog

Manage prices lists, discount lists and unit groups; create, maintain and clone products; manage the product lifecycle

Manage price structures

Create price lists, create discount list models, assign currencies to products

Manage product relationships

Identify product relationships, differentiate product relationships by family units, customize properties for all products, identify and bundle related products

Manage sales transactional records

Create price and revenue structures with inclusion of line items, currency rates, exchange rates, and write-in products; manage the quote lifecycle; create and manage quotes, orders, and invoices

5. Improve Sales Performance
Manage goals

Create manageable and measurable goals, delineate goals by fiscal periods, specify definitions and goal metric records, analyze individual and organizational progress by creating goal hierarchies, use rollup queries

Manage visual tools with Sales Analysis

Create documents and templates, integrate charts and dashboards

6. Manage Customer Information
Operate Dynamics 365 sales functions

Identify and define the functional areas of Dynamics 365 Sales, model relationships and records in Microsoft Dynamics 365, access Dynamics 365 Sales through various client access methods, utilize the help center

Perform data management

Create customers and contacts within 365 Sales, enforce customer relationship by using activity types, use views and global searches

Perform lifecycle management

Utilize leads, convert leads into customers in the lead life cycle, perform opportunity management, manage cases