Microsoft Dynamics 365 Customer Engagement technology overview
- What is Microsoft Dynamics 365?
- Microsoft Dynamics 365 Customer Engagement concepts and terminology
- Architectural overview of Microsoft Dynamics 365 Customer Engagement
- Overview of the Microsoft Dynamics 365 User Interface
- Navigating Microsoft Dynamics 365 Customer Engagement
- Using the Microsoft Dynamics 365 Command Bar
- Record management in Microsoft Dynamics 365 Customer Engagement
- Searching for records in Microsoft Dynamics 365 Customer Engagement
Introduction to Customization and Solutions
Solutions are used by customizers and developers to package related customizations together so that they can be managed and installed as a single unit.
There are two types of solutions that can be created inside Dynamics 365: managed and unmanaged solutions.
- Introduction to Customizing Microsoft Dynamics 365 Customer Engagement
- Recognize opportunities to extend Microsoft 365 Customer Engagement
- Working with Publishers and Solutions
- Difference between Managed and Unmanaged Solutions
- Importing and Exporting Solutions
- Versioning solutions
- Building a Security Model in Microsoft Dynamics 365 Customer Engagement
- Business Units and their role in security modeling
- Define Privileges and access levels in Security Roles
- Creating and maintaining users in Microsoft Dynamics 365 Customer Engagement
- Team management
- Defining Hierarchy Security
- The difference between Manager vs. Position hierarchy
- Configuring Hierarchy Security
Entities are used to model and store business data in Microsoft Dynamics 365. Conceptually they are like tables in a relational database.
Dynamics 365 comes with quite some build-in entities like contact, account, case,... but almost always customizers will have to create new entities.
In this chapter you will learn how to create new entities in Dynamics 365
- Create custom Entities in Microsoft Dynamics 365 Customer Engagement
- defining Entity Ownership
- Defining custom Activity Entities
- The configurable properties of an Entity
- Deleting Entities and its implications
- Assigning Entity icons
- Translating entities
- Adding custom fields to Entities
- Supported field data types
- Working with Option Sets
- Using the Image data type
- Using the Status and Status Reason field
- Working with Calculated and Rollup Fields
- Plan, create, and configure Entity Relationships in Microsoft 365 Customer Engagement
- Define possible relationship types - 1:N, N:N
- Using 1:N relationships
- Working with automatic with N:N relationships
- Working with manual with N:N relationships
- Connections and Connection Roles
- Defining self-referential relationships
- Defining hierarchy visualizations.
- Define the structure of Forms
- How to add, remove or modify the components of a Form
- Placing image fields on forms
- How to configure and use Quick Create and Quick View forms
- Compare form layouts for Dynamics 365 for Tablets and Dynamics 365 for Phones clients
- Implement form level security
- Describe the uses of Business Rules
- How to create and apply Business Rules
- Defining the scope of Business Rules
- Business Rules limitations
- Examine the different types of system, public and personal Views
- Detail the usage of the different system views
- Discover how to create new public views and modify existing Views of all types.
Charts and Dashboards
- Create and modify System Charts
- Create and modify System Dashboards
Additional Security Options
- Working with Field Security
- Configuring and working with Access Teams
- Enabling Auditing in Dynamics 365 Customer Engagement
Automating Dynamics 365 with Processes
- Describe the purpose of automating processes
- Describe the different Processes available in Microsoft Dynamics 365 Customer Engagement
- Creating and modifying a Workflow
- Using Workflows
- Creating and modifying a Dialog
- Using Dialogs
- Creating and modifying a Business Process Flow
- Using Business Process Flows
Theming Dynamics 365 Customer Engagement
- What is a Theme?
- Creating a custom Theme
- Setting a default Theme
Customizing the Site Map in Dynamics 365 Customer Engagement
- What is the Site Map?
- Structure of the Site Map
- Modifying the Site Map
Creating and working with Apps in Dynamics 365 Customer Engagement
- Concepts of an App in Dynamics 365 Customer Engagement
- Creating Apps with the App Designer
- Creating a Site Map for an App
- Assign security roles to an App
- Navigating between Apps in Dynamics 365
This 5-day course is intended for power users, consultants and key users of Microsoft Dynamics 365 Customer Engagement. Dynamics 365 Customer Engagement refers to the applications that make up the CRM portion of Dynamics 365, which includes the Sales, Customer Service, Field Service, and Project Service Automation applications.
It provides the knowledge required to understand, implement and build custom no-code solutions with Microsoft Dynamics 365 Customer Engagement. The first part covers the configuration of Organizations and its settings,
working with business units, users and teams, implementing role-based security, multilingual user interface settings, currencies and exchange rates.
The second part of the course covers all the customizations aspects of Microsoft Dynamics 365 Customer Engagement. Students will learn how to create and work with solutions,
create custom entities and attributes, design forms, views, charts and dashboards, add relationships and attribute mappings. Next you will learn how to automate
business processes using Processes like Workflows, Dialogs and Business Process Flows.
This 5-day course is intended for power users, consultants and key users new to Dynamics 365 Customer Engagement. No prior knowledge of Dynamics 365 Customer Engagement is necessary.