This module provides the attendee with an introduction to the concept of customizing and configuring the Microsoft Dynamics 365 Customer Engagement.

Lessons

Getting familiar with the versions of Microsoft Dynamics 365

Get acquainted with the Dynamics 365 framework

Review the Dynamics 365 Devices, Apps and Hubs

Understand the tools for Dynamics 365 customizers

A brief overview of Solutions

Understand the differences between Dynamics 365 organizations and environments

Review further reading and resources

Set up the lab environment

Lab: Setting up your Lab environment

Setup your Lab and install sample data

After completing this module, students will be able to:

Understand the different components of Microsoft Dynamics 365

Learn the features of Microsoft Dynamics 365 for Customer Engagement

Be introduced to the Dynamics 365 Framework

Be aware of the different Apps and Hubs in Microsoft Dynamics 365

Be introduced to some of the inbuilt tools for Customizers

Understand the significance of Solutions in Microsoft Dynamics 365

Be aware of the fundamentals of Organisations and Environments

This module presents some of the most common features that require setup and configuration in Microsoft Dynamics 365.

Lessons

An introduction to Dynamics 365 Admin Center

An introduction to Dynamics 365 Deployment Manager

An introduction to the Power Platform Admin Center

Review the System Settings area

Understand how to configure Auto Save Settings

Understand how to configure Format Settings

Understand how to configure Email Settings

Understand how to configure Skype Integration

Understand how to configure SharePoint Integration

Understand how to configure OneNote Integration

Understand how to configure Auditing

Lab: Configure Dynamics 365 System Settings

Configure Auto Save Settings

Configure Formatting Settings

Configure Email Settings

Lab: Configure Dynamics 365 Audit Settings

Enable Auditing in Dynamics 365

Enable Auditing for an Entity

Configure Auditing for a Field

After completing this module, students will be able to:

Perform the steps necessary to set up and configure Microsoft Dynamics 365 Customer Engagement

Be able to configure Systems Settings including AutoSave, Formatting options, and Email Settings

Be aware of the integration of Microsoft Dynamics 365 with SharePoint, Skype for Business, and Exchange

Configure Auditing in Microsoft Dynamics 365 Customer Engagement

This module highlights the importance of maintaining a robust security model in Microsoft Dynamics 365 by stepping through how to configure Business Units, Security Roles, Users, and Teams. Access Teams and Hierarchy Security are also considered.

Lessons

Design and configure Business Units

Configure Security Roles

Manage Users and Teams

Implement Access Teams

Configure Hierarchy Security

Lab: Configure Users, Business Units, Security Roles and Access Levels

Add new Users in Dynamics 365

Create new Business Units

Copy a Security Role and Configure Access Levels

Assign Users to Security Roles

Login to Dynamics 365 as a different User to test permissions

Lab: Configure Access Teams

Configure an Entity to be used in Access Teams

Create an Access Team Template

Configure a Sub-Grid to use an Access Team

Lab: Configure a Management Hierarchy

Enable Hierarchy Security

Configure a Manager Hierarchy

After completing this module, students will be able to:

Manage Security features in Microsoft Dynamics 365

Configure Business Units, Security Roles, Access Levels, Users, and Teams

Know the difference between Teams and Access Teams

Configure Manager and Position Hierarchy Security

In this module, we will start to look at customizing the Microsoft Dynamics 365 model, including Entities, Relationships, Fields, and Forms which can be customized and extended using powerful inbuilt tools.

Lessons

Introduction to the Dynamics 365 model

Review the different Entity Types

Create new Custom Entities

Managing Entity Ownership

Managing Entity Properties

Custom Entity Security

Virtual Entities

Review Entities and Solutions

Lab: Creating and Managing Entities

Creating a new Solution

Create Custom Entities and configure Entity properties

Add existing System Entities to a Solution

Configure permissions for Custom Entities

After completing this module:

Understand Microsoft Dynamics 365 Model fundamentals

Know the different Entity Types

The process to create new Custom Entities

Manage Entity Properties

The significance of Virtual Entities

Configure Entity Security

Manage Entity customizations with Solutions

This module presents the different Field types that exist in Microsoft Dynamics 365 including special Fields like Calculated and Rollup Fields. The Business Rule Designer is also introduced together with Field Level Security.

Lessons

Introduction to Field Customization

Understand the different Field Types

Review Field Formats

Create a new Field

Review Fields and Solutions

Implement a Calculated Field

Configure Field Level Security

Lab: Creating and Managing Fields

Creating Fields

Create a Global Option Set

Lab: Creating a Calculated Field

Creating a Calculated Field

Add Fields to an Entity Form

Lab: Configuring Field Level Security

Enable a Field for Field Level Security

Configure a Field Security Profile

After completing this module:

Understand the process to customize Fields in Microsoft Dynamics 365

Know the different Field Types and Formats

Be able to manage Field customizations using Solutions

Create a Calculated Field

Configure Field Level Security

Calculated Fields

Use the Business Rule Designer to configure Field validation

This module provides an overview of the different types of relationships that can be created in Microsoft Dynamics 365. Relationship Behaviors and Mappings are also considered.

Lessons

Introduction to Relationships

Review the different Relationship Types

Create a Relationship

Review Relationships and Solutions

Understand Relationship Behaviour

Implement a Hierarchy Relationship

Configure Field Mappings

Lab: Create Entity Relationships

Create Entity Relationships

Configure Relationship Behaviour

Lab: Create a Hierarchical Relationship

Configure a Hierarchical Relationship

Lab: Configure Field Mappings

Configure Field Mappings

After completing this module:

Understand the different Relationship Types

Be able to create a 1 to Many and Many to Many Relationship

Know how to manage Relationship customizations using Solutions

Understand how to configure Relationship Behaviour

Know how to create a Hierarchical Relationships

Be able to configure Field Mappings

This module steps through the process to create, customize and configure Forms, Views, Charts, and Dashboards in Microsoft Dynamics 365 Customer Engagement.

Lessons

The process to create a new Form

Review the different Form types

Using the Form Designer

Customizing the Main, Quick View, Quick Create and Card Forms

Configure Form Security

Review the different View types

Customizing System Views

Configure the Editable Grid

Customizing System Charts and Dashboards

Lab: Customizing Forms

Customising Forms

Create a Quick Create Form

Create a Quick View Form

Lab: Configuring System Views

Create Custom System Views

Lab: Configuring Charts and Dashboards

Configure a System Chart

Construct a System Dashboard

After completing this module:

Know the various Form Types in Microsoft Dynamics 365

Be able to customize existing Forms and create new custom Forms

Configure Form Security

Be able to customize Views and create new custom System Views

Be able to customize Charts and create new custom System Charts

Be able to customize Dashboards and create new custom System Dashboards

This module looks at the Unified Client Interface (UCI) in Microsoft Dynamics 365, including using the App Designer to create custom Apps and customize an out-of-the-box UCI App such as the Sales Hub and Customer Service Hub.

Lessons

Introduction to the UCI

The App Designer

Using the Sitemap Designer

Configuring UCI Apps

Managing Apps in Solutions

Lab: Customizing an existing UCI App

Use the App Designer to customize an existing UCI App

Lab: Build a custom Event Management UCI App

Use the App Designer to build a custom UCI App

After completing this module:

The App Designer

Using the Sitemap Designer

Configuring UCI Apps

Managing Apps in Solutions

In this module you will learn how to create and maintain Workflows, Business Process Flows and Custom Actions in Microsoft Dynamics 365.

Lessons

Introduction to Processes

Workflow

Business Process Flows

Custom Actions

Lab: Create a Workflow

Create a Workflow

Define when a Workflow Starts

Adding Workflow Steps

Activating a Workflow

Lab: Create a Business Process Flow

Create a Business Process Flow

Add Stages to a Business Process Flow

Add Data and Action Steps to a Business Process Flow

Configure Branching Logic in a Business Process Flow

Configure Security for a Business Process Flow

After completing this module:

Apply best practice when designing and implementing business process automation in Microsoft Dynamics 365

Understand the different types of ‘Processes’ in Dynamics 365

Create a Workflow to perform various actions

Create a Business Process Flow to guide a user through a business process

Understand the benefits of Custom Actions

In this module, you will learn how to create and manage Solutions in Microsoft Dynamics 365 Customer Engagement. Solutions act as a container for your customizations, allowing you to easily package, deploy and manage changes to multiple Microsoft Dynamics 365 environments.

Lessons

An introduction to Solution Management

How to add and administer components in a Solution

The differences between unmanaged and managed Solutions

How to export and import a Solution

How to set Managed Properties for a Solution

What happens when you delete a Solution

How to Clone a Solution Patch

How to Clone a Solution

Lab: Solution Management

Export an Unmanaged Solution

Import an Unmanaged Solution

Configuring Managed Properties

Export and Import Managed Solutions

Create a Solution Patch

Clone a Solution

After completing this module:

Understand Solution principals in Microsoft Dynamics 365 Customer Engagement

Add and update Solution Components

Know the difference between Managed and Unmanaged Solutions

Understand the Export and Import process

Know how to apply Managed Properties

Know how to manage Solution releases using ‘Clone as Patch’ and ‘Clone as Solution’