Certification Training
Courses
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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
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 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
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
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
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
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
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
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
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
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
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
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 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
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
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