Dynamics 365 Customer Enagement Core Certification course

Only £5,180


Course Details

Title:T4D159 - Dynamics 365 for Customer Service Functional Consultant Associate Certification Bootcamp
Duration: 7 Days
Price: £5,180

Please note: course content subject to change

About this Course: Become a Microsoft Dynamics 365 for Customer Service Functional Consultants to build CX solutions that are fast, agile, and leverage AI to drive actionable insights that anticipate customer needs.

With Microsoft Certification, technology professionals are more likely to get hired, demonstrate clear business impact, and advance their careers.

Covering everything you need to pass your Microsoft Dynamics 365 Customer Engagement Core Exam (Exam MB-200) & Microsoft Dynamics 365 for Customer Service (Exam MB-230)

Certification Bootcamp Package
This Bootcamp contains the following additional benefits to help you gain your certification:
- Exam coaching classes, every evening during the Bootcamp
- The exam itself.
- Free post course exam coaching sessions via Skype.
- A free resit on Bootcamp during the next 12 months.
- An evening exam slot at our Pearson vue Test Centre *Only available at Bath Bootcamps*

Audience Profile
A Dynamics 365 Customer Engagement Functional Consultant is responsible for performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. The Functional Consultant implements a solution using out of the box capabilities, codeless extensibility, application and service integrations.

  • Module 1: Platform Overview
    In this module you will learn the basics of the Power platform. You will tour the various administrator portals and options as well as install applications.
    Lessons
    - Overview
    - Configure Power platform environments
    - Creating applications
    - Discovery and planning

    After completing this module, you will be able to:
    - Identify common platform components and their uses.

    Module 2: Data Modeling
    In this module you will learn how to model data effectively using the platform’s entities, attributes and relationships
    Lessons
    - Data model fundamentals
    - Relationships
    - Other entity options
    - Other field options
    - Internationalizing

    After completing this module, you will be able to:
    - Create and use relationships and entities.

    Module 3: Model Driven Apps
    In this module you will learn about model driven applications and how to configure and use them.
    Lessons
    - Configure model-driven apps
    - Configure model-driven forms
    - Configure views
    - Configure model-driven charts
    - Configure model-driven dashboards
    - Configure reports

    After completing this module, you will be able to:
    - reate and modify forms, views, dashboards and other user experience components

    Module 4: Canvas Apps
    In this module you will learn how to create and use canvas apps, as well as learn the differences between canvas apps and model-driven.
    Lessons
    - Overview
    - Power BI
    - Customizing the user experience
    - Integration with model-driven apps

    After completing this module, you will be able to:
    - Create a canvas app.
    - Work with CDS data.

    Module 5: Security
    In this module you will learn how the platform’s security model manages users’ experiences and access to both data and functionality.
    Lessons
    - Security overview
    - Business units
    - Manage security roles
    - Manage teams
    - Configure hierarchy security

    After completing this module, you will be able to:
    - Create and use Business Units.
    - Create, modify and use Security Roles.

  • Module 1: Platform Automation Overview
    In this module you will learn the basics of the Power platform automation capabilities. You will learn the need for automation and how you can map the needs to the capabilities.
    Lessons
    - Platform automation overview
    - Module summary

    After completing this module, you will be able to:
    - Identify common platform automation and their uses.

    Module 2: Business Rules
    In this module you will learn how to build and use business rules and how they work alongside other platform automations.
    Lessons
    - Introduction to business rules
    - Additional business rule details
    - Module summary

    After completing this module, you will be able to:
    - Create and use business rules.

    Module 3: Workflows
    In this module you will learn how to build and use workflows and how they work alongside other platform automations.
    Lessons
    - Introduction to workflows
    - Building workflows
    - Advanced workflow
    - Module summary

    After completing this module, you will be able to:
    - Create and use workflows.

    Module 4: Microsoft Flows
    In this module you will learn how to build and use Microsoft Flows and how they work alongside other platform automations.
    Lessons
    - Introduction to Microsoft Flow
    - Other flow concepts
    - Working with CDS
    - Building approval flows
    - Starting from apps
    - Flow deployment considerations
    - Module summary

    After completing this module, you will be able to:
    - Create and use Microsoft Flows.

    Module 5: Business Process Flows
    In this module you will learn how to build and use business process flows and how they work alongside other platform automations.
    Lessons
    - Introduction to business process flows
    - Configure business process flows
    - Additional business process flows details
    - Module summary

    After completing this module, you will be able to:
    - Create and use business process flows.

  • Module 1: Introduction to Integrations
    In this module you will learn the basics of the Power platform integration capabilities. You will learn how to configure and use email integrations.
    Lessons
    - Overview of common scenarios
    - Email integration
    - Outlook integration
    - Module summary

    After completing this module, you will be able to:
    - Identify common integrations.
    - Configure and use email integration.

    Module 2: Integration with Office
    In this module you will learn how to integrate with common Office products to include OneNote, Word and Excel.
    Lessons
    - Templates
    - SharePoint
    - Microsoft Teams
    - Additional Integrations
    - Module summary

    After completing this module, you will be able to:
    - Configure and use integrations with Office products.

    Module 3: Quotes to Orders

    Lessons
    - Managing data overview
    - Duplicate detection
    - Importing data
    - Exporting data
    - Bulk delete
    - Module summary

    After completing this module, you will be able to:
    - Import and export data.
    - Create and use data maps.
    - Perform bulk delete.

  • Module 1: Manage Instances and Applicationsw
    In this module you will learn how to enable and update first-party applications; install third-party apps and configure using admin portals.
    Lessons
    - Overview
    - Manage applications
    - Module summary

    After completing this module, you will be able to:
    - Enable and update first-party apps.
    - Install third-party apps

    Module 2: Manage Solutions
    In this module you will learn how to create manage and deploy solutions.
    Lessons
    - Solution concepts
    - Planning and creating solutions
    - Working with solution components
    - Distributing solutions
    - Working with managed solutions
    - Module summary

    After completing this module, you will be able to:
    - Create, manage and deploy customizations with solutions.

    Module 3: Additional Deployment Considerations
    In this module you will learn how to configure for mobile and deploy components such as Microsoft Flow.
    Lessons
    - Configure
    - Mobile configuration settings
    - Mobile configuration
    - Module summary

    After completing this module, you will be able to:
    - Configure for mobile.
    - Deploy components.

    Module 4: Documentation and Testing
    In this module you will learn how to design test plans and perform performance tuning.
    Lessons
    - Creating test plans
    - User interface testing
    - Performance optimization and tuning
    - Documentation
    - Engage with the customer
    - Module summary

    After completing this module, you will be able to:
    - Create and use test plans.
    - Locate performance tuning tools.

  • Course Outline

    Module 1: Customer Service Overview
    In this module you will learn the basics of customer service in Dynamics 365. We will install and configure the application as well as learn about security roles, related applications and analytics.
    Lessons
    - Create case records
    - Related service apps
    - Analytics for service
    - AI for service
    - Configuring customer service
    - Module summary

    After completing this module, students will be able to:
    - Install and configure the customer service application.
    - Identify common customer service scenarios.

    Module 2: Case Management
    In this module you will learn how to open and resolve customer service cases, both manually and with automation.
    Lessons
    - Case management overview
    - Creating case records
    - Queue management
    - Case routing
    - Resolving cases
    - Module summary

    After completing this module, you will be able to open and resolve customer service cases and automate case creation and routing.

    Module 3: Service Level Agreements and Entitlements
    In this module you will learn how to define and use entitlements and entitlement templates as well as service level agreements and how these tools enable case resolution.
    Lessons
    - SLA and entitlement overview
    - Create and manage entitlements
    - Create and manage SLAs
    - Module summary

    After completing this module, you will be able to create and use service level agreements and create and use entitlements.

    Module 4: Knowledge Management
    In this module you will learn how to create and use knowledge management. Additionally, you will learn the lifecycle of knowledge articles.
    Lessons
    - Knowledge management overview
    - Authoring and organizing
    - Use knowledge content
    - Manage knowledge content
    - Module summary

    After completing this module, you will be able to ceate and manage knowledge content.

Before attending this course, students must have:
• General knowledge of Microsoft Windows.
• General knowledge of Microsoft Office.