Dynamics 365 Customer Engagement Technical and Functional

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Syllabus

Dynamics 365 Architecture Basic Walkthrough
  •  Overview of architecture of Dynamics 365
  •  Overview of Dynamics 365 Online Setup
  • Setting up of Dynamics 365 Online Org
  • Dynamics 365 Online Licensing overview
  • Dynamics 365 app based model
  • Creating and Managing Entities
  • Customizing Fields, Relationships and Mappings
  • Customizing Forms, Views and Visualizations
  • Workflows, Business Process Flows and Business Rules
  • Security model of Dynamics 365
  • Types of Security Supported by Dynamics 365
  • Business Unit and User set-up in Dynamics
  • Role Based Security (Security Roles)
  • Record Based Security (Sharing)
  • Field Level Security (Security Profiles)
  • Hierarchy Security
  • Manager based security
  • Position based security
  • Teams
  • Ownership Teams
  • Access Teams
  • All security concepts working together.
  • Introduction to Sales Process
  • Integration & Handover from Marketing
  • Sales & Marketing team acting as Revenue Team
  •  Evolution of sales process in CRM
  • Lead Conversion
  • Lead to Opportunity Conversion
  • Understanding new Business process flow feature to use with your sales process.

  • Understanding Opportunity entity

  • Conversion of Lead to Opportunity

  • Setting up product catalog
  • Unit Groups
  • Products
  • Price List
  • Discount List
  • Other major sales entities
  • Quotes
  • Orders
  • Invoices
  • Competitor
  • Walkthrough – Complete sales process
  • Creating opportunity
  • Adding competitors
  • Adding existing products
  • Adding Write-In products
  • Create/ delete quote
  • Recalculate
  • Activate quote
  • Print Quote for Customer
  • Run the quote report
  • Closing the opportunity
  • Covert Quote to Order and Generating Invoice
  • Introduction to Marketing
  • Marketing Challenges
  • Spamming
  •  Automation
  •  Targeting
  •  Execution
  •  Close Looping
  •  Collaboration
  • Dirty Data
  • Marketing automation with CRM
  • Targeting
  • Automation & Execution
  • Close Looping
  • Revenue Management
  • Understanding the Lead Funnel
  • Lead Generation
  • Lead Nurturing
  • Lead Scoring and Conversion
  • Sales opportunity & recycling
  • Post sale Loyalty
  • Segmentation with Marketing Lists
  • Marketing Lists & Types
  • Member Type
  • Marketing List Type
  • Assembling Marketing Lists
  • Static list
  • Dynamics List
  • Using Advanced find to add/ remove members.
  • Directly adding records to the list
  • Managing Marketing Lists
  •  Multiple cross record associations
  • De-duplication of members
  • Copy to static
  • Member Import
  • Marketing Campaigns
  • a. Quick Campaign
  •  Target audience
  • Channel Activity
  • Activity Distribution
    b. Marketing Campaign
  •  Creating the campaign
  •  Planning activities
  •  Campaign Activities
    c. Target Lists
    d. Sales literature, products & price list
  • Campaign response & performance
  • a. Capturing a campaign response
  • b. Managing a campaign response
  • c. Converting a campaign response to lead or opportunity
  • d. Measuring a campaign response

 

  • Service Terms
    • Service Level agreements
    • Regular SLA’s
    • Enhanced SLA’s
    • SLA Timer
    • Configure SLA Conditions, Actions and Warnings
    • Entitlements
    • Entitlement basics
    • Entitlement Terms
    • Entitlement Channels
    • Schedules
    • Customer Service Schedule
    • Holiday Schedule

Case settings with Record Creation and Update rules.

  • Queues 
  • Public Queues
  • PrivateQueues
      • Routing Rule Sets to redirect records to a queue based on rules.
      • Parent-Child case settings
      • Automatic Creation and Update Rules
      • Creating records through Social Engagement channels
      • Service Scheduling and knowledge management
      • Business Closure
      • Services
      • Facilities/ Equipment’s
      • Services
      • Resource Groups
      • Sites
      • Embedded Knowledge search.
  • Plugins in Dynamics 365
  • Understanding the pipeline in the plugin framework of Dynamics
  • Concepts walkthrough –
  • Steps
  • Images
  • Filtering attributes
  • Shared Variables
  • Synchronous and asynchronous processing
  • Using the plugin registration tool.
  • Create and register plugins
  • Query Expression and Fetch Expression to query CRM data in
  • Plugins
  • Plugin Trace Log
  • Debug a Dynamics 365 Plugin.
    • Design a custom workflow assembly with parameters
    • Difference between custom workflow assembly and actions.

      Actions in Dynamics 365

      • Understanding Input and Output parameters
      • Invoking an action (from client side + server side)
      • Registering a plugin step on actions.

      Custom Workflow AssembliesUnderstanding Actions

    • Understanding Custom Workflow assemblies

  •  Sitemap Customization

  •  Ribbon Customization

  •  Solution Management

  • Overview of Xrm.Page Object Model
  • Write code for Dynamics 365 Forms
  • Interacting with Dynamics 365 attributes/ controls
  • Dynamic interaction with section s/ tabs/ forms.
  • Switching forms using Xrm.Page object model.
  • Dynamics 365 Web API
  • Understanding Dynamics 365 Web API
  • Perform basic crud operations using Web API
  • Perform metadata operations using Web API
  • Web Resources in Dynamics 365
  • Understanding form events.
  • Using Jscript web resources to handle form events
  • Integration with an external .NET client
  • Using Nuget for Dynamics 365 Assemblies
  • Understanding Organization Service Proxy
  • Using Organization Service proxy from a console to connect with
  • CRM and perform CRUD operations
  • Using Advanced SDK features for data migration
  • xRM Tooling
  • Overview of Dynamics 365 portals
  • App based model in dynamics 365