Duration: 5 days – 35 hrs
Overview
The MS Dynamics 365 Training is a comprehensive program designed to empower individuals and professionals with the knowledge and skills required to effectively utilize Microsoft Dynamics 365, a suite of integrated business applications. This training covers various facets of Dynamics 365, including Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) components, equipping participants to harness the full potential of this powerful platform.
Objectives
- Understand Dynamics 365 Fundamentals: Grasp the core concepts and components of the Microsoft Dynamics 365 platform, including its applications in business operations.
- Master Customer Engagement: Develop proficiency in using Dynamics 365 Customer Engagement for managing sales, marketing, and customer service processes effectively.
- Excel in Finance and Operations: Gain expertise in Dynamics 365 Finance and Operations, covering financial management, supply chain, and manufacturing.
- Data Integration and Migration: Learn data import and integration techniques, enabling seamless data transfer between systems.
- Customization and Development: Customize Dynamics 365 to align with specific business needs, extend functionality, and integrate external applications.
- Ensure Security and Compliance: Implement role-based security, access control, and compliance measures to protect data and maintain regulatory requirements.
- Efficient Deployment and Administration: Manage deployment options, user access, and system performance to ensure optimal Dynamics 365 operations.
- Real-World Application: Apply knowledge to real-world business scenarios and best practices, preparing for practical implementation.
Audience
- Business Professionals: Business analysts, managers, and executives who want to understand and leverage Dynamics 365 to enhance business operations and decision-making.
- Sales and Marketing Teams: Sales and marketing professionals interested in utilizing Dynamics 365 to streamline lead management, sales processes, and customer engagement.
- Customer Service Representatives: Customer service teams seeking to improve customer support, case management, and issue resolution using Dynamics 365.
- Finance and Operations Personnel: Professionals involved in financial management, supply chain, manufacturing, and enterprise resource planning (ERP) functions who aim to optimize these processes with Dynamics 365.
- Database Administrators: Database administrators interested in managing and maintaining the data and database components within Dynamics 365.
- IT Professionals: IT personnel, including system administrators and network engineers, who need to deploy, configure, and manage Dynamics 365 within their organizations.
- Software Developers: Developers who want to extend Dynamics 365 functionality, create custom solutions, and integrate Dynamics 365 with other applications.
- Project Managers: Project managers responsible for implementing Dynamics 365 within their organizations or for client projects.
- Aspiring CRM/ERP Professionals: Individuals seeking to pursue careers in CRM and ERP consulting, implementation, and administration.
- Advanced Students and Graduates: College and university students in business, IT, or related fields, as well as recent graduates, interested in gaining practical skills in Microsoft Dynamics 365.
Prerequisites
- Basic computer skills and familiarity with Microsoft Office tools.
- Basic familiarity with business processes and concepts is recommended.
- Access to a computer with internet connectivity for virtual sessions and course materials.
- An eagerness to learn and adapt to new technology.
Course Content
Day 1: Introduction to Microsoft Dynamics 365 and CRM Concepts
Morning Session:
- Introduction to Microsoft Dynamics 365.
- Understanding Customer Relationship Management (CRM) concepts.
- Exploring the Dynamics 365 ecosystem.
- Setting up a Dynamics 365 environment.
Afternoon Session:
- Navigating the Dynamics 365 interface.
- Customizing the user interface.
- Managing user security and permissions.
- Introduction to data models and entities.
Day 2: Dynamics 365 Sales and Marketing
Morning Session:
- Managing leads, opportunities, and accounts.
- Sales processes and pipeline management.
- Automating sales activities.
- Lead nurturing and conversion.
Afternoon Session:
- Marketing automation and campaign management.
- Lead scoring and tracking.
- Customer engagement and communication.
- Reporting and analytics for sales and marketing.
Day 3: Dynamics 365 Customer Service and Field Service
Morning Session:
- Managing customer service cases and queues.
- Service level agreements and entitlements.
- Knowledge base management.
- Integrating customer support channels.
Afternoon Session:
- Field service operations and scheduling.
- Resource management and work order management.
- Mobile workforce and service dispatch.
- Analytics and reporting for customer service and field service.
Day 4: Dynamics 365 Business Central and Finance
Morning Session:
- Overview of Dynamics 365 Business Central.
- Financial management and accounting.
- Managing sales, purchasing, and inventory.
- Business Central customization and extensions.
Afternoon Session:
- Budgeting and cash flow management.
- Financial reporting and analytics.
- Integrating Business Central with other Dynamics 365 applications.
- Introduction to Power BI for data visualization.
Day 5: Integration, Customization, and Best Practices
Morning Session:
- Integrating Dynamics 365 with other systems and tools.
- Customization and development using Power Platform.
- Power Automate for workflow automation.
- Power Apps for creating custom apps.
Afternoon Session:
- Best practices in Dynamics 365 implementation.
- Data migration and data management.
- Security and compliance considerations.
- Course review, Q&A, and next steps
