Mastering Microsoft Dynamics 365 for Business Transformation
You're under pressure. Stakeholders are demanding faster digital transformation, seamless integration, and real ROI from your CRM and ERP investments. Yet, too often, Dynamics 365 projects stall, underdeliver, or collapse under complexity - wasting time, budget, and credibility. You know the platform has potential. What’s missing is a proven, structured path to unlock it. Not generic tutorials. Not fragmented documentation. You need a battle-tested framework that turns Dynamics 365 from a cost centre into a growth engine - aligned with strategy, process, and people. Mastering Microsoft Dynamics 365 for Business Transformation isn’t just another technical guide. It’s the executive blueprint used by transformation leaders to design, deploy, and scale high-impact implementations that deliver measurable business outcomes in under 90 days. One recent learner, a senior operations manager at a multinational logistics firm, used this course to lead a company-wide Dynamics rollout that reduced order processing time by 42%, eliminated three legacy systems, and earned board-level recognition for strategic execution - all within a single quarter. This course bridges the gap between technical capability and business impact. It takes you from uncertain and overwhelmed to confident and in control, equipped with a repeatable methodology for driving adoption, measuring success, and delivering transformation that sticks. You’ll walk away with a board-ready implementation plan, complete with KPIs, governance models, integration maps, and change management workflows - all built step by step through practical, hands-on frameworks. Here’s how this course is structured to help you get there.Course Format & Delivery Details Self-Paced. Immediate Online Access. Zero Time Conflicts. This course is designed for busy professionals who need results without rigid schedules. Once enrolled, you gain on-demand access to all materials, allowing you to learn at your pace, on your timeline, from any location. Most learners complete the core implementation framework in 28–35 hours and begin applying key strategies within the first week. Real results - including process redesigns, integration planning, and stakeholder alignment - are consistently achieved within 30 to 60 days. Lifetime Access & Future Proofing
You’re not just buying a course. You’re gaining permanent access to a living resource. All future updates, module expansions, and toolkits are included at no extra cost. As Microsoft evolves Dynamics 365, your materials evolve with it. Access is 24/7, globally available, and fully mobile-friendly. Study on your laptop, tablet, or smartphone - seamlessly synced across devices, with progress tracking and gamified milestones to keep you focused and motivated. Expert Guidance & Support
Every learner receives direct access to an industry-specialised instructor with 15+ years of Dynamics 365 implementation experience across Fortune 500 and mid-market organisations. Ask questions, submit draft plans, and receive detailed feedback tailored to your industry and use case. Support is delivered through structured review cycles, not just Q&A. You’ll get actionable input on process flows, data models, user adoption strategies, and governance frameworks - ensuring your work meets enterprise-grade standards. Global Recognition & Career Advancement
Upon completion, you’ll earn a prestigious Certificate of Completion issued by The Art of Service, a globally recognised training authority with over 200,000 professionals trained in digital transformation, IT governance, and enterprise architecture. This certificate is benchmarked to international best practices, trusted by hiring managers, and listed in professional development portfolios across consulting firms, IT departments, and executive leadership teams worldwide. Transparent Pricing, Zero Risk
No hidden fees. No recurring charges. One straightforward investment covers full access, lifetime updates, instructor support, and certification. We accept all major payment methods, including Visa, Mastercard, and PayPal, with secure encrypted processing. Your success is guaranteed. If you complete the coursework and don’t find it transformative, submit your feedback within 60 days and receive a full refund - no questions asked. This Works Even If…
You’re new to Dynamics 365. You’ve been burned by failed implementations. Your organisation resists change. You’re not an IT expert. You work in finance, operations, sales, or supply chain - not technology. Our learners include project managers, business analysts, operations leads, and transformation officers who arrived with limited technical exposure. They succeeded because the course focuses on business outcomes, not just tools. One learner, a finance director with zero prior CRM experience, used the methodology to integrate Dynamics 365 Finance with her team’s forecasting models, reducing monthly close time by 30% and earning a promotion within six months. This course works because it’s built on real-world application, not theory. You’ll apply every concept to your own environment, creating deliverables that add immediate value - whether you’re launching a greenfield project or fixing a stalled rollout. You’re not just learning. You’re building. And you’re protected every step of the way.
Module 1: Foundations of Modern Business Transformation - Understanding the business transformation lifecycle
- Key drivers of digital disruption in enterprise operations
- Evolution of ERP and CRM systems to intelligent platforms
- Role of cloud-based solutions in agile transformation
- Defining business value beyond technology implementation
- Aligning transformation goals with organisational strategy
- Stakeholder mapping and executive sponsorship models
- Common failure points in transformation projects
- Principles of change management and adoption
- Measuring success: from KPIs to business outcomes
Module 2: Introduction to Microsoft Dynamics 365 Architecture - Overview of the Dynamics 365 product suite
- Differences between Finance, Sales, Customer Service, Supply Chain, and Marketing modules
- Understanding the Common Data Service (CDS) foundation
- Role of the Power Platform in Dynamics 365 ecosystems
- Data model basics: entities, attributes, relationships
- Security model: roles, teams, business units, and hierarchies
- Licensing structures and user access models
- Cloud deployment vs on-premise considerations
- Integration capabilities with third-party systems
- Overview of Microsoft Azure dependencies
Module 3: Strategic Planning for Dynamics 365 Implementation - Developing a transformation vision statement
- Creating a business case with measurable ROI projections
- Conducting a current state assessment
- Identifying process gaps and inefficiencies
- Defining future state operating models
- Setting realistic timelines and milestones
- Building a cross-functional implementation team
- Selecting internal champions and change agents
- Developing a governance framework
- Risk assessment and mitigation planning
Module 4: Process Analysis and Business Process Mapping - Techniques for documenting existing workflows
- Value stream mapping for operational processes
- Identifying non-value-added steps and bottlenecks
- Standardising processes across departments
- Designing future-state process flows
- Using BPMN notation for clarity and communication
- Process versioning and change control
- Validating redesigned processes with stakeholders
- Linking process changes to KPI improvements
- Creating process ownership models
Module 5: Data Strategy and Migration Planning - Assessing data quality and completeness
- Defining data ownership and stewardship roles
- Data cleansing techniques and tools
- Mapping legacy data fields to Dynamics 365 entities
- Establishing data validation rules and constraints
- Designing a phased data migration approach
- Handling sensitive and regulated data
- Developing a fallback and rollback strategy
- Testing data integrity post-migration
- Documenting data lineage and audit trails
Module 6: Solution Design and Configuration Framework - Designing user-centric system configurations
- Customising forms, views, and dashboards
- Setting up business rules and automated actions
- Configuring business process flows and stages
- Designing role-based dashboards and reports
- Creating calculated fields and rollup fields
- Setting up product catalogues and pricing models
- Configuring service level agreements (SLAs)
- Designing mobile access and offline capabilities
- Ensuring accessibility and usability standards
Module 7: Integration Architecture and API Strategy - Understanding integration patterns and use cases
- Selecting between real-time and batch integration
- Using Azure Logic Apps for workflow automation
- Configuring Common Data Service APIs
- Integrating with Microsoft 365 applications
- Connecting to external databases and ERPs
- Using Dataverse for external data exposure
- Securing integrations with authentication and encryption
- Monitoring integration performance and health
- Handling errors and retries in data flows
Module 8: Customisation and Extensibility Best Practices - When to extend vs rebuild functionality
- Using Power Apps for low-code customisation
- Developing model-driven and canvas apps
- Adding custom controls and components
- Using JavaScript for form-level enhancements
- Integrating custom workflows with approval processes
- Managing solution layers and dependencies
- Version control for customisations
- Testing custom code in isolated environments
- Ensuring upgrade compatibility and supportability
Module 9: Automation and Workflow Design - Designing efficient business automation
- Creating workflows with Power Automate
- Triggering actions based on data changes
- Automating data synchronisation across systems
- Sending notifications and alerts to users
- Building approval hierarchies and escalation paths
- Handling exceptions and manual intervention
- Using conditions and loops for decision logic
- Monitoring workflow performance metrics
- Documenting automation for audit and training
Module 10: User Adoption and Change Management - Developing a comprehensive change strategy
- Communicating benefits to different user groups
- Designing role-specific training programmes
- Creating user guides, quick reference sheets
- Running pilot programmes and feedback cycles
- Addressing resistance and scepticism
- Measuring user satisfaction and proficiency
- Using gamification for engagement
- Establishing super-user networks
- Driving continuous improvement through feedback
Module 11: Reporting, Analytics, and Business Intelligence - Designing reports that drive decisions
- Using Power BI with Dynamics 365 data
- Building real-time dashboards for executives
- Creating KPI scorecards for operational teams
- Setting up data alerts and thresholds
- Drill-down capabilities and data exploration
- Securing report access by role
- Scheduling and distributing reports
- Analysing trends and forecasting outcomes
- Validating reporting accuracy and timeliness
Module 12: Security, Compliance, and Governance - Designing a robust security model
- Implementing role-based access control (RBAC)
- Setting field-level security and data masking
- Complying with GDPR, CCPA, and other regulations
- Auditing user activity and data changes
- Managing data retention and deletion policies
- Conducting regular security reviews
- Preparing for compliance audits
- Securing integrations and API endpoints
- Developing disaster recovery and backup plans
Module 13: Testing Strategy and Quality Assurance - Developing a test plan with clear objectives
- Creating test cases for critical workflows
- Performing unit testing on configurations
- Conducting integration testing with external systems
- Running user acceptance testing (UAT) cycles
- Documenting and tracking defects
- Prioritising bug fixes and enhancements
- Performing performance and load testing
- Validating data migration outcomes
- Obtaining stakeholder sign-off
Module 14: Deployment and Go-Live Management - Developing a go-live checklist
- Planning the cutover weekend
- Preparing user environments and credentials
- Conducting final data migration
- Validating system functionality pre-launch
- Setting up support teams and help desks
- Creating communication plans for launch
- Managing downtime and transition risks
- Monitoring system health post-launch
- Addressing critical incidents promptly
Module 15: Post-Implementation Optimisation - Conducting post-go-live reviews
- Gathering user feedback and pain points
- Analysing system usage and adoption metrics
- Identifying optimisation opportunities
- Planning incremental enhancements
- Managing ongoing change requests
- Reducing technical debt and complexity
- Improving performance and responsiveness
- Updating documentation and training
- Aligning system use with evolving business needs
Module 16: Scaling and Enterprise-Wide Rollout - Developing a multi-phase rollout strategy
- Standardising configurations across regions
- Managing global vs local requirements
- Localising language, currency, and compliance
- Training regional implementation teams
- Using solution packages for consistency
- Monitoring global adoption trends
- Centralising governance and oversight
- Creating a COE (Center of Excellence)
- Establishing continuous improvement cycles
Module 17: Industry-Specific Implementation Patterns - Manufacturing: production and inventory optimisation
- Retail: omnichannel customer engagement
- Professional services: project and resource management
- Healthcare: patient journey and care coordination
- Financial services: client onboarding and compliance
- Public sector: service delivery and transparency
- Education: student lifecycle and engagement
- Non-profit: donor management and impact tracking
- Logistics: supply chain visibility and tracking
- Telecom: service provisioning and billing integration
Module 18: Advanced Configuration Techniques - Using calculated fields in complex logic
- Creating hierarchical data relationships
- Configuring cascading lookups and dependent fields
- Implementing dynamic forms with business rules
- Designing reusable workflows and actions
- Using calculated options sets
- Configuring duplicate detection rules
- Setting up auto-numbering for records
- Using default values and business recommendations
- Applying conditional formatting for usability
Module 19: AI and Intelligent Automation in Dynamics 365 - Understanding Copilot capabilities in Dynamics
- Using AI for sales insights and recommendations
- Automating customer service with AI bots
- Predicting customer churn and upsell opportunities
- Applying AI to forecasting accuracy
- Using topic modelling for support tickets
- Implementing AI-driven case routing
- Monitoring AI effectiveness and bias
- Integrating AI models with custom data
- Training AI with historical business data
Module 20: Project Management for Transformation - Applying PMI and PRINCE2 principles to Dynamics projects
- Defining project scope and success criteria
- Developing a work breakdown structure (WBS)
- Estimating effort and resource needs
- Creating Gantt charts and timelines
- Managing dependencies and critical paths
- Tracking progress with earned value metrics
- Reporting to steering committees
- Managing scope creep and change requests
- Conducting project retrospectives
Module 21: Building a Board-Ready Transformation Case - Structuring a compelling executive summary
- Presenting financial justification and ROI
- Highlighting risk reduction and compliance benefits
- Demonstrating customer experience improvements
- Aligning with ESG and sustainability goals
- Using storytelling to engage leadership
- Preparing visual aids and supporting data
- Anticipating executive objections
- Delivering a 15-minute pitch
- Securing approval and funding
Module 22: Certification and Career Advancement - Preparing for Microsoft certification paths
- Mapping course content to official exams
- Using your project work as portfolio evidence
- Updating your LinkedIn and resume
- Networking with Dynamics professionals
- Becoming a recognised internal expert
- Transitioning into consultancy or advisory roles
- Negotiating higher compensation
- Leading transformation initiatives across departments
- Receiving your Certificate of Completion issued by The Art of Service
- Understanding the business transformation lifecycle
- Key drivers of digital disruption in enterprise operations
- Evolution of ERP and CRM systems to intelligent platforms
- Role of cloud-based solutions in agile transformation
- Defining business value beyond technology implementation
- Aligning transformation goals with organisational strategy
- Stakeholder mapping and executive sponsorship models
- Common failure points in transformation projects
- Principles of change management and adoption
- Measuring success: from KPIs to business outcomes
Module 2: Introduction to Microsoft Dynamics 365 Architecture - Overview of the Dynamics 365 product suite
- Differences between Finance, Sales, Customer Service, Supply Chain, and Marketing modules
- Understanding the Common Data Service (CDS) foundation
- Role of the Power Platform in Dynamics 365 ecosystems
- Data model basics: entities, attributes, relationships
- Security model: roles, teams, business units, and hierarchies
- Licensing structures and user access models
- Cloud deployment vs on-premise considerations
- Integration capabilities with third-party systems
- Overview of Microsoft Azure dependencies
Module 3: Strategic Planning for Dynamics 365 Implementation - Developing a transformation vision statement
- Creating a business case with measurable ROI projections
- Conducting a current state assessment
- Identifying process gaps and inefficiencies
- Defining future state operating models
- Setting realistic timelines and milestones
- Building a cross-functional implementation team
- Selecting internal champions and change agents
- Developing a governance framework
- Risk assessment and mitigation planning
Module 4: Process Analysis and Business Process Mapping - Techniques for documenting existing workflows
- Value stream mapping for operational processes
- Identifying non-value-added steps and bottlenecks
- Standardising processes across departments
- Designing future-state process flows
- Using BPMN notation for clarity and communication
- Process versioning and change control
- Validating redesigned processes with stakeholders
- Linking process changes to KPI improvements
- Creating process ownership models
Module 5: Data Strategy and Migration Planning - Assessing data quality and completeness
- Defining data ownership and stewardship roles
- Data cleansing techniques and tools
- Mapping legacy data fields to Dynamics 365 entities
- Establishing data validation rules and constraints
- Designing a phased data migration approach
- Handling sensitive and regulated data
- Developing a fallback and rollback strategy
- Testing data integrity post-migration
- Documenting data lineage and audit trails
Module 6: Solution Design and Configuration Framework - Designing user-centric system configurations
- Customising forms, views, and dashboards
- Setting up business rules and automated actions
- Configuring business process flows and stages
- Designing role-based dashboards and reports
- Creating calculated fields and rollup fields
- Setting up product catalogues and pricing models
- Configuring service level agreements (SLAs)
- Designing mobile access and offline capabilities
- Ensuring accessibility and usability standards
Module 7: Integration Architecture and API Strategy - Understanding integration patterns and use cases
- Selecting between real-time and batch integration
- Using Azure Logic Apps for workflow automation
- Configuring Common Data Service APIs
- Integrating with Microsoft 365 applications
- Connecting to external databases and ERPs
- Using Dataverse for external data exposure
- Securing integrations with authentication and encryption
- Monitoring integration performance and health
- Handling errors and retries in data flows
Module 8: Customisation and Extensibility Best Practices - When to extend vs rebuild functionality
- Using Power Apps for low-code customisation
- Developing model-driven and canvas apps
- Adding custom controls and components
- Using JavaScript for form-level enhancements
- Integrating custom workflows with approval processes
- Managing solution layers and dependencies
- Version control for customisations
- Testing custom code in isolated environments
- Ensuring upgrade compatibility and supportability
Module 9: Automation and Workflow Design - Designing efficient business automation
- Creating workflows with Power Automate
- Triggering actions based on data changes
- Automating data synchronisation across systems
- Sending notifications and alerts to users
- Building approval hierarchies and escalation paths
- Handling exceptions and manual intervention
- Using conditions and loops for decision logic
- Monitoring workflow performance metrics
- Documenting automation for audit and training
Module 10: User Adoption and Change Management - Developing a comprehensive change strategy
- Communicating benefits to different user groups
- Designing role-specific training programmes
- Creating user guides, quick reference sheets
- Running pilot programmes and feedback cycles
- Addressing resistance and scepticism
- Measuring user satisfaction and proficiency
- Using gamification for engagement
- Establishing super-user networks
- Driving continuous improvement through feedback
Module 11: Reporting, Analytics, and Business Intelligence - Designing reports that drive decisions
- Using Power BI with Dynamics 365 data
- Building real-time dashboards for executives
- Creating KPI scorecards for operational teams
- Setting up data alerts and thresholds
- Drill-down capabilities and data exploration
- Securing report access by role
- Scheduling and distributing reports
- Analysing trends and forecasting outcomes
- Validating reporting accuracy and timeliness
Module 12: Security, Compliance, and Governance - Designing a robust security model
- Implementing role-based access control (RBAC)
- Setting field-level security and data masking
- Complying with GDPR, CCPA, and other regulations
- Auditing user activity and data changes
- Managing data retention and deletion policies
- Conducting regular security reviews
- Preparing for compliance audits
- Securing integrations and API endpoints
- Developing disaster recovery and backup plans
Module 13: Testing Strategy and Quality Assurance - Developing a test plan with clear objectives
- Creating test cases for critical workflows
- Performing unit testing on configurations
- Conducting integration testing with external systems
- Running user acceptance testing (UAT) cycles
- Documenting and tracking defects
- Prioritising bug fixes and enhancements
- Performing performance and load testing
- Validating data migration outcomes
- Obtaining stakeholder sign-off
Module 14: Deployment and Go-Live Management - Developing a go-live checklist
- Planning the cutover weekend
- Preparing user environments and credentials
- Conducting final data migration
- Validating system functionality pre-launch
- Setting up support teams and help desks
- Creating communication plans for launch
- Managing downtime and transition risks
- Monitoring system health post-launch
- Addressing critical incidents promptly
Module 15: Post-Implementation Optimisation - Conducting post-go-live reviews
- Gathering user feedback and pain points
- Analysing system usage and adoption metrics
- Identifying optimisation opportunities
- Planning incremental enhancements
- Managing ongoing change requests
- Reducing technical debt and complexity
- Improving performance and responsiveness
- Updating documentation and training
- Aligning system use with evolving business needs
Module 16: Scaling and Enterprise-Wide Rollout - Developing a multi-phase rollout strategy
- Standardising configurations across regions
- Managing global vs local requirements
- Localising language, currency, and compliance
- Training regional implementation teams
- Using solution packages for consistency
- Monitoring global adoption trends
- Centralising governance and oversight
- Creating a COE (Center of Excellence)
- Establishing continuous improvement cycles
Module 17: Industry-Specific Implementation Patterns - Manufacturing: production and inventory optimisation
- Retail: omnichannel customer engagement
- Professional services: project and resource management
- Healthcare: patient journey and care coordination
- Financial services: client onboarding and compliance
- Public sector: service delivery and transparency
- Education: student lifecycle and engagement
- Non-profit: donor management and impact tracking
- Logistics: supply chain visibility and tracking
- Telecom: service provisioning and billing integration
Module 18: Advanced Configuration Techniques - Using calculated fields in complex logic
- Creating hierarchical data relationships
- Configuring cascading lookups and dependent fields
- Implementing dynamic forms with business rules
- Designing reusable workflows and actions
- Using calculated options sets
- Configuring duplicate detection rules
- Setting up auto-numbering for records
- Using default values and business recommendations
- Applying conditional formatting for usability
Module 19: AI and Intelligent Automation in Dynamics 365 - Understanding Copilot capabilities in Dynamics
- Using AI for sales insights and recommendations
- Automating customer service with AI bots
- Predicting customer churn and upsell opportunities
- Applying AI to forecasting accuracy
- Using topic modelling for support tickets
- Implementing AI-driven case routing
- Monitoring AI effectiveness and bias
- Integrating AI models with custom data
- Training AI with historical business data
Module 20: Project Management for Transformation - Applying PMI and PRINCE2 principles to Dynamics projects
- Defining project scope and success criteria
- Developing a work breakdown structure (WBS)
- Estimating effort and resource needs
- Creating Gantt charts and timelines
- Managing dependencies and critical paths
- Tracking progress with earned value metrics
- Reporting to steering committees
- Managing scope creep and change requests
- Conducting project retrospectives
Module 21: Building a Board-Ready Transformation Case - Structuring a compelling executive summary
- Presenting financial justification and ROI
- Highlighting risk reduction and compliance benefits
- Demonstrating customer experience improvements
- Aligning with ESG and sustainability goals
- Using storytelling to engage leadership
- Preparing visual aids and supporting data
- Anticipating executive objections
- Delivering a 15-minute pitch
- Securing approval and funding
Module 22: Certification and Career Advancement - Preparing for Microsoft certification paths
- Mapping course content to official exams
- Using your project work as portfolio evidence
- Updating your LinkedIn and resume
- Networking with Dynamics professionals
- Becoming a recognised internal expert
- Transitioning into consultancy or advisory roles
- Negotiating higher compensation
- Leading transformation initiatives across departments
- Receiving your Certificate of Completion issued by The Art of Service
- Developing a transformation vision statement
- Creating a business case with measurable ROI projections
- Conducting a current state assessment
- Identifying process gaps and inefficiencies
- Defining future state operating models
- Setting realistic timelines and milestones
- Building a cross-functional implementation team
- Selecting internal champions and change agents
- Developing a governance framework
- Risk assessment and mitigation planning
Module 4: Process Analysis and Business Process Mapping - Techniques for documenting existing workflows
- Value stream mapping for operational processes
- Identifying non-value-added steps and bottlenecks
- Standardising processes across departments
- Designing future-state process flows
- Using BPMN notation for clarity and communication
- Process versioning and change control
- Validating redesigned processes with stakeholders
- Linking process changes to KPI improvements
- Creating process ownership models
Module 5: Data Strategy and Migration Planning - Assessing data quality and completeness
- Defining data ownership and stewardship roles
- Data cleansing techniques and tools
- Mapping legacy data fields to Dynamics 365 entities
- Establishing data validation rules and constraints
- Designing a phased data migration approach
- Handling sensitive and regulated data
- Developing a fallback and rollback strategy
- Testing data integrity post-migration
- Documenting data lineage and audit trails
Module 6: Solution Design and Configuration Framework - Designing user-centric system configurations
- Customising forms, views, and dashboards
- Setting up business rules and automated actions
- Configuring business process flows and stages
- Designing role-based dashboards and reports
- Creating calculated fields and rollup fields
- Setting up product catalogues and pricing models
- Configuring service level agreements (SLAs)
- Designing mobile access and offline capabilities
- Ensuring accessibility and usability standards
Module 7: Integration Architecture and API Strategy - Understanding integration patterns and use cases
- Selecting between real-time and batch integration
- Using Azure Logic Apps for workflow automation
- Configuring Common Data Service APIs
- Integrating with Microsoft 365 applications
- Connecting to external databases and ERPs
- Using Dataverse for external data exposure
- Securing integrations with authentication and encryption
- Monitoring integration performance and health
- Handling errors and retries in data flows
Module 8: Customisation and Extensibility Best Practices - When to extend vs rebuild functionality
- Using Power Apps for low-code customisation
- Developing model-driven and canvas apps
- Adding custom controls and components
- Using JavaScript for form-level enhancements
- Integrating custom workflows with approval processes
- Managing solution layers and dependencies
- Version control for customisations
- Testing custom code in isolated environments
- Ensuring upgrade compatibility and supportability
Module 9: Automation and Workflow Design - Designing efficient business automation
- Creating workflows with Power Automate
- Triggering actions based on data changes
- Automating data synchronisation across systems
- Sending notifications and alerts to users
- Building approval hierarchies and escalation paths
- Handling exceptions and manual intervention
- Using conditions and loops for decision logic
- Monitoring workflow performance metrics
- Documenting automation for audit and training
Module 10: User Adoption and Change Management - Developing a comprehensive change strategy
- Communicating benefits to different user groups
- Designing role-specific training programmes
- Creating user guides, quick reference sheets
- Running pilot programmes and feedback cycles
- Addressing resistance and scepticism
- Measuring user satisfaction and proficiency
- Using gamification for engagement
- Establishing super-user networks
- Driving continuous improvement through feedback
Module 11: Reporting, Analytics, and Business Intelligence - Designing reports that drive decisions
- Using Power BI with Dynamics 365 data
- Building real-time dashboards for executives
- Creating KPI scorecards for operational teams
- Setting up data alerts and thresholds
- Drill-down capabilities and data exploration
- Securing report access by role
- Scheduling and distributing reports
- Analysing trends and forecasting outcomes
- Validating reporting accuracy and timeliness
Module 12: Security, Compliance, and Governance - Designing a robust security model
- Implementing role-based access control (RBAC)
- Setting field-level security and data masking
- Complying with GDPR, CCPA, and other regulations
- Auditing user activity and data changes
- Managing data retention and deletion policies
- Conducting regular security reviews
- Preparing for compliance audits
- Securing integrations and API endpoints
- Developing disaster recovery and backup plans
Module 13: Testing Strategy and Quality Assurance - Developing a test plan with clear objectives
- Creating test cases for critical workflows
- Performing unit testing on configurations
- Conducting integration testing with external systems
- Running user acceptance testing (UAT) cycles
- Documenting and tracking defects
- Prioritising bug fixes and enhancements
- Performing performance and load testing
- Validating data migration outcomes
- Obtaining stakeholder sign-off
Module 14: Deployment and Go-Live Management - Developing a go-live checklist
- Planning the cutover weekend
- Preparing user environments and credentials
- Conducting final data migration
- Validating system functionality pre-launch
- Setting up support teams and help desks
- Creating communication plans for launch
- Managing downtime and transition risks
- Monitoring system health post-launch
- Addressing critical incidents promptly
Module 15: Post-Implementation Optimisation - Conducting post-go-live reviews
- Gathering user feedback and pain points
- Analysing system usage and adoption metrics
- Identifying optimisation opportunities
- Planning incremental enhancements
- Managing ongoing change requests
- Reducing technical debt and complexity
- Improving performance and responsiveness
- Updating documentation and training
- Aligning system use with evolving business needs
Module 16: Scaling and Enterprise-Wide Rollout - Developing a multi-phase rollout strategy
- Standardising configurations across regions
- Managing global vs local requirements
- Localising language, currency, and compliance
- Training regional implementation teams
- Using solution packages for consistency
- Monitoring global adoption trends
- Centralising governance and oversight
- Creating a COE (Center of Excellence)
- Establishing continuous improvement cycles
Module 17: Industry-Specific Implementation Patterns - Manufacturing: production and inventory optimisation
- Retail: omnichannel customer engagement
- Professional services: project and resource management
- Healthcare: patient journey and care coordination
- Financial services: client onboarding and compliance
- Public sector: service delivery and transparency
- Education: student lifecycle and engagement
- Non-profit: donor management and impact tracking
- Logistics: supply chain visibility and tracking
- Telecom: service provisioning and billing integration
Module 18: Advanced Configuration Techniques - Using calculated fields in complex logic
- Creating hierarchical data relationships
- Configuring cascading lookups and dependent fields
- Implementing dynamic forms with business rules
- Designing reusable workflows and actions
- Using calculated options sets
- Configuring duplicate detection rules
- Setting up auto-numbering for records
- Using default values and business recommendations
- Applying conditional formatting for usability
Module 19: AI and Intelligent Automation in Dynamics 365 - Understanding Copilot capabilities in Dynamics
- Using AI for sales insights and recommendations
- Automating customer service with AI bots
- Predicting customer churn and upsell opportunities
- Applying AI to forecasting accuracy
- Using topic modelling for support tickets
- Implementing AI-driven case routing
- Monitoring AI effectiveness and bias
- Integrating AI models with custom data
- Training AI with historical business data
Module 20: Project Management for Transformation - Applying PMI and PRINCE2 principles to Dynamics projects
- Defining project scope and success criteria
- Developing a work breakdown structure (WBS)
- Estimating effort and resource needs
- Creating Gantt charts and timelines
- Managing dependencies and critical paths
- Tracking progress with earned value metrics
- Reporting to steering committees
- Managing scope creep and change requests
- Conducting project retrospectives
Module 21: Building a Board-Ready Transformation Case - Structuring a compelling executive summary
- Presenting financial justification and ROI
- Highlighting risk reduction and compliance benefits
- Demonstrating customer experience improvements
- Aligning with ESG and sustainability goals
- Using storytelling to engage leadership
- Preparing visual aids and supporting data
- Anticipating executive objections
- Delivering a 15-minute pitch
- Securing approval and funding
Module 22: Certification and Career Advancement - Preparing for Microsoft certification paths
- Mapping course content to official exams
- Using your project work as portfolio evidence
- Updating your LinkedIn and resume
- Networking with Dynamics professionals
- Becoming a recognised internal expert
- Transitioning into consultancy or advisory roles
- Negotiating higher compensation
- Leading transformation initiatives across departments
- Receiving your Certificate of Completion issued by The Art of Service
- Assessing data quality and completeness
- Defining data ownership and stewardship roles
- Data cleansing techniques and tools
- Mapping legacy data fields to Dynamics 365 entities
- Establishing data validation rules and constraints
- Designing a phased data migration approach
- Handling sensitive and regulated data
- Developing a fallback and rollback strategy
- Testing data integrity post-migration
- Documenting data lineage and audit trails
Module 6: Solution Design and Configuration Framework - Designing user-centric system configurations
- Customising forms, views, and dashboards
- Setting up business rules and automated actions
- Configuring business process flows and stages
- Designing role-based dashboards and reports
- Creating calculated fields and rollup fields
- Setting up product catalogues and pricing models
- Configuring service level agreements (SLAs)
- Designing mobile access and offline capabilities
- Ensuring accessibility and usability standards
Module 7: Integration Architecture and API Strategy - Understanding integration patterns and use cases
- Selecting between real-time and batch integration
- Using Azure Logic Apps for workflow automation
- Configuring Common Data Service APIs
- Integrating with Microsoft 365 applications
- Connecting to external databases and ERPs
- Using Dataverse for external data exposure
- Securing integrations with authentication and encryption
- Monitoring integration performance and health
- Handling errors and retries in data flows
Module 8: Customisation and Extensibility Best Practices - When to extend vs rebuild functionality
- Using Power Apps for low-code customisation
- Developing model-driven and canvas apps
- Adding custom controls and components
- Using JavaScript for form-level enhancements
- Integrating custom workflows with approval processes
- Managing solution layers and dependencies
- Version control for customisations
- Testing custom code in isolated environments
- Ensuring upgrade compatibility and supportability
Module 9: Automation and Workflow Design - Designing efficient business automation
- Creating workflows with Power Automate
- Triggering actions based on data changes
- Automating data synchronisation across systems
- Sending notifications and alerts to users
- Building approval hierarchies and escalation paths
- Handling exceptions and manual intervention
- Using conditions and loops for decision logic
- Monitoring workflow performance metrics
- Documenting automation for audit and training
Module 10: User Adoption and Change Management - Developing a comprehensive change strategy
- Communicating benefits to different user groups
- Designing role-specific training programmes
- Creating user guides, quick reference sheets
- Running pilot programmes and feedback cycles
- Addressing resistance and scepticism
- Measuring user satisfaction and proficiency
- Using gamification for engagement
- Establishing super-user networks
- Driving continuous improvement through feedback
Module 11: Reporting, Analytics, and Business Intelligence - Designing reports that drive decisions
- Using Power BI with Dynamics 365 data
- Building real-time dashboards for executives
- Creating KPI scorecards for operational teams
- Setting up data alerts and thresholds
- Drill-down capabilities and data exploration
- Securing report access by role
- Scheduling and distributing reports
- Analysing trends and forecasting outcomes
- Validating reporting accuracy and timeliness
Module 12: Security, Compliance, and Governance - Designing a robust security model
- Implementing role-based access control (RBAC)
- Setting field-level security and data masking
- Complying with GDPR, CCPA, and other regulations
- Auditing user activity and data changes
- Managing data retention and deletion policies
- Conducting regular security reviews
- Preparing for compliance audits
- Securing integrations and API endpoints
- Developing disaster recovery and backup plans
Module 13: Testing Strategy and Quality Assurance - Developing a test plan with clear objectives
- Creating test cases for critical workflows
- Performing unit testing on configurations
- Conducting integration testing with external systems
- Running user acceptance testing (UAT) cycles
- Documenting and tracking defects
- Prioritising bug fixes and enhancements
- Performing performance and load testing
- Validating data migration outcomes
- Obtaining stakeholder sign-off
Module 14: Deployment and Go-Live Management - Developing a go-live checklist
- Planning the cutover weekend
- Preparing user environments and credentials
- Conducting final data migration
- Validating system functionality pre-launch
- Setting up support teams and help desks
- Creating communication plans for launch
- Managing downtime and transition risks
- Monitoring system health post-launch
- Addressing critical incidents promptly
Module 15: Post-Implementation Optimisation - Conducting post-go-live reviews
- Gathering user feedback and pain points
- Analysing system usage and adoption metrics
- Identifying optimisation opportunities
- Planning incremental enhancements
- Managing ongoing change requests
- Reducing technical debt and complexity
- Improving performance and responsiveness
- Updating documentation and training
- Aligning system use with evolving business needs
Module 16: Scaling and Enterprise-Wide Rollout - Developing a multi-phase rollout strategy
- Standardising configurations across regions
- Managing global vs local requirements
- Localising language, currency, and compliance
- Training regional implementation teams
- Using solution packages for consistency
- Monitoring global adoption trends
- Centralising governance and oversight
- Creating a COE (Center of Excellence)
- Establishing continuous improvement cycles
Module 17: Industry-Specific Implementation Patterns - Manufacturing: production and inventory optimisation
- Retail: omnichannel customer engagement
- Professional services: project and resource management
- Healthcare: patient journey and care coordination
- Financial services: client onboarding and compliance
- Public sector: service delivery and transparency
- Education: student lifecycle and engagement
- Non-profit: donor management and impact tracking
- Logistics: supply chain visibility and tracking
- Telecom: service provisioning and billing integration
Module 18: Advanced Configuration Techniques - Using calculated fields in complex logic
- Creating hierarchical data relationships
- Configuring cascading lookups and dependent fields
- Implementing dynamic forms with business rules
- Designing reusable workflows and actions
- Using calculated options sets
- Configuring duplicate detection rules
- Setting up auto-numbering for records
- Using default values and business recommendations
- Applying conditional formatting for usability
Module 19: AI and Intelligent Automation in Dynamics 365 - Understanding Copilot capabilities in Dynamics
- Using AI for sales insights and recommendations
- Automating customer service with AI bots
- Predicting customer churn and upsell opportunities
- Applying AI to forecasting accuracy
- Using topic modelling for support tickets
- Implementing AI-driven case routing
- Monitoring AI effectiveness and bias
- Integrating AI models with custom data
- Training AI with historical business data
Module 20: Project Management for Transformation - Applying PMI and PRINCE2 principles to Dynamics projects
- Defining project scope and success criteria
- Developing a work breakdown structure (WBS)
- Estimating effort and resource needs
- Creating Gantt charts and timelines
- Managing dependencies and critical paths
- Tracking progress with earned value metrics
- Reporting to steering committees
- Managing scope creep and change requests
- Conducting project retrospectives
Module 21: Building a Board-Ready Transformation Case - Structuring a compelling executive summary
- Presenting financial justification and ROI
- Highlighting risk reduction and compliance benefits
- Demonstrating customer experience improvements
- Aligning with ESG and sustainability goals
- Using storytelling to engage leadership
- Preparing visual aids and supporting data
- Anticipating executive objections
- Delivering a 15-minute pitch
- Securing approval and funding
Module 22: Certification and Career Advancement - Preparing for Microsoft certification paths
- Mapping course content to official exams
- Using your project work as portfolio evidence
- Updating your LinkedIn and resume
- Networking with Dynamics professionals
- Becoming a recognised internal expert
- Transitioning into consultancy or advisory roles
- Negotiating higher compensation
- Leading transformation initiatives across departments
- Receiving your Certificate of Completion issued by The Art of Service
- Understanding integration patterns and use cases
- Selecting between real-time and batch integration
- Using Azure Logic Apps for workflow automation
- Configuring Common Data Service APIs
- Integrating with Microsoft 365 applications
- Connecting to external databases and ERPs
- Using Dataverse for external data exposure
- Securing integrations with authentication and encryption
- Monitoring integration performance and health
- Handling errors and retries in data flows
Module 8: Customisation and Extensibility Best Practices - When to extend vs rebuild functionality
- Using Power Apps for low-code customisation
- Developing model-driven and canvas apps
- Adding custom controls and components
- Using JavaScript for form-level enhancements
- Integrating custom workflows with approval processes
- Managing solution layers and dependencies
- Version control for customisations
- Testing custom code in isolated environments
- Ensuring upgrade compatibility and supportability
Module 9: Automation and Workflow Design - Designing efficient business automation
- Creating workflows with Power Automate
- Triggering actions based on data changes
- Automating data synchronisation across systems
- Sending notifications and alerts to users
- Building approval hierarchies and escalation paths
- Handling exceptions and manual intervention
- Using conditions and loops for decision logic
- Monitoring workflow performance metrics
- Documenting automation for audit and training
Module 10: User Adoption and Change Management - Developing a comprehensive change strategy
- Communicating benefits to different user groups
- Designing role-specific training programmes
- Creating user guides, quick reference sheets
- Running pilot programmes and feedback cycles
- Addressing resistance and scepticism
- Measuring user satisfaction and proficiency
- Using gamification for engagement
- Establishing super-user networks
- Driving continuous improvement through feedback
Module 11: Reporting, Analytics, and Business Intelligence - Designing reports that drive decisions
- Using Power BI with Dynamics 365 data
- Building real-time dashboards for executives
- Creating KPI scorecards for operational teams
- Setting up data alerts and thresholds
- Drill-down capabilities and data exploration
- Securing report access by role
- Scheduling and distributing reports
- Analysing trends and forecasting outcomes
- Validating reporting accuracy and timeliness
Module 12: Security, Compliance, and Governance - Designing a robust security model
- Implementing role-based access control (RBAC)
- Setting field-level security and data masking
- Complying with GDPR, CCPA, and other regulations
- Auditing user activity and data changes
- Managing data retention and deletion policies
- Conducting regular security reviews
- Preparing for compliance audits
- Securing integrations and API endpoints
- Developing disaster recovery and backup plans
Module 13: Testing Strategy and Quality Assurance - Developing a test plan with clear objectives
- Creating test cases for critical workflows
- Performing unit testing on configurations
- Conducting integration testing with external systems
- Running user acceptance testing (UAT) cycles
- Documenting and tracking defects
- Prioritising bug fixes and enhancements
- Performing performance and load testing
- Validating data migration outcomes
- Obtaining stakeholder sign-off
Module 14: Deployment and Go-Live Management - Developing a go-live checklist
- Planning the cutover weekend
- Preparing user environments and credentials
- Conducting final data migration
- Validating system functionality pre-launch
- Setting up support teams and help desks
- Creating communication plans for launch
- Managing downtime and transition risks
- Monitoring system health post-launch
- Addressing critical incidents promptly
Module 15: Post-Implementation Optimisation - Conducting post-go-live reviews
- Gathering user feedback and pain points
- Analysing system usage and adoption metrics
- Identifying optimisation opportunities
- Planning incremental enhancements
- Managing ongoing change requests
- Reducing technical debt and complexity
- Improving performance and responsiveness
- Updating documentation and training
- Aligning system use with evolving business needs
Module 16: Scaling and Enterprise-Wide Rollout - Developing a multi-phase rollout strategy
- Standardising configurations across regions
- Managing global vs local requirements
- Localising language, currency, and compliance
- Training regional implementation teams
- Using solution packages for consistency
- Monitoring global adoption trends
- Centralising governance and oversight
- Creating a COE (Center of Excellence)
- Establishing continuous improvement cycles
Module 17: Industry-Specific Implementation Patterns - Manufacturing: production and inventory optimisation
- Retail: omnichannel customer engagement
- Professional services: project and resource management
- Healthcare: patient journey and care coordination
- Financial services: client onboarding and compliance
- Public sector: service delivery and transparency
- Education: student lifecycle and engagement
- Non-profit: donor management and impact tracking
- Logistics: supply chain visibility and tracking
- Telecom: service provisioning and billing integration
Module 18: Advanced Configuration Techniques - Using calculated fields in complex logic
- Creating hierarchical data relationships
- Configuring cascading lookups and dependent fields
- Implementing dynamic forms with business rules
- Designing reusable workflows and actions
- Using calculated options sets
- Configuring duplicate detection rules
- Setting up auto-numbering for records
- Using default values and business recommendations
- Applying conditional formatting for usability
Module 19: AI and Intelligent Automation in Dynamics 365 - Understanding Copilot capabilities in Dynamics
- Using AI for sales insights and recommendations
- Automating customer service with AI bots
- Predicting customer churn and upsell opportunities
- Applying AI to forecasting accuracy
- Using topic modelling for support tickets
- Implementing AI-driven case routing
- Monitoring AI effectiveness and bias
- Integrating AI models with custom data
- Training AI with historical business data
Module 20: Project Management for Transformation - Applying PMI and PRINCE2 principles to Dynamics projects
- Defining project scope and success criteria
- Developing a work breakdown structure (WBS)
- Estimating effort and resource needs
- Creating Gantt charts and timelines
- Managing dependencies and critical paths
- Tracking progress with earned value metrics
- Reporting to steering committees
- Managing scope creep and change requests
- Conducting project retrospectives
Module 21: Building a Board-Ready Transformation Case - Structuring a compelling executive summary
- Presenting financial justification and ROI
- Highlighting risk reduction and compliance benefits
- Demonstrating customer experience improvements
- Aligning with ESG and sustainability goals
- Using storytelling to engage leadership
- Preparing visual aids and supporting data
- Anticipating executive objections
- Delivering a 15-minute pitch
- Securing approval and funding
Module 22: Certification and Career Advancement - Preparing for Microsoft certification paths
- Mapping course content to official exams
- Using your project work as portfolio evidence
- Updating your LinkedIn and resume
- Networking with Dynamics professionals
- Becoming a recognised internal expert
- Transitioning into consultancy or advisory roles
- Negotiating higher compensation
- Leading transformation initiatives across departments
- Receiving your Certificate of Completion issued by The Art of Service
- Designing efficient business automation
- Creating workflows with Power Automate
- Triggering actions based on data changes
- Automating data synchronisation across systems
- Sending notifications and alerts to users
- Building approval hierarchies and escalation paths
- Handling exceptions and manual intervention
- Using conditions and loops for decision logic
- Monitoring workflow performance metrics
- Documenting automation for audit and training
Module 10: User Adoption and Change Management - Developing a comprehensive change strategy
- Communicating benefits to different user groups
- Designing role-specific training programmes
- Creating user guides, quick reference sheets
- Running pilot programmes and feedback cycles
- Addressing resistance and scepticism
- Measuring user satisfaction and proficiency
- Using gamification for engagement
- Establishing super-user networks
- Driving continuous improvement through feedback
Module 11: Reporting, Analytics, and Business Intelligence - Designing reports that drive decisions
- Using Power BI with Dynamics 365 data
- Building real-time dashboards for executives
- Creating KPI scorecards for operational teams
- Setting up data alerts and thresholds
- Drill-down capabilities and data exploration
- Securing report access by role
- Scheduling and distributing reports
- Analysing trends and forecasting outcomes
- Validating reporting accuracy and timeliness
Module 12: Security, Compliance, and Governance - Designing a robust security model
- Implementing role-based access control (RBAC)
- Setting field-level security and data masking
- Complying with GDPR, CCPA, and other regulations
- Auditing user activity and data changes
- Managing data retention and deletion policies
- Conducting regular security reviews
- Preparing for compliance audits
- Securing integrations and API endpoints
- Developing disaster recovery and backup plans
Module 13: Testing Strategy and Quality Assurance - Developing a test plan with clear objectives
- Creating test cases for critical workflows
- Performing unit testing on configurations
- Conducting integration testing with external systems
- Running user acceptance testing (UAT) cycles
- Documenting and tracking defects
- Prioritising bug fixes and enhancements
- Performing performance and load testing
- Validating data migration outcomes
- Obtaining stakeholder sign-off
Module 14: Deployment and Go-Live Management - Developing a go-live checklist
- Planning the cutover weekend
- Preparing user environments and credentials
- Conducting final data migration
- Validating system functionality pre-launch
- Setting up support teams and help desks
- Creating communication plans for launch
- Managing downtime and transition risks
- Monitoring system health post-launch
- Addressing critical incidents promptly
Module 15: Post-Implementation Optimisation - Conducting post-go-live reviews
- Gathering user feedback and pain points
- Analysing system usage and adoption metrics
- Identifying optimisation opportunities
- Planning incremental enhancements
- Managing ongoing change requests
- Reducing technical debt and complexity
- Improving performance and responsiveness
- Updating documentation and training
- Aligning system use with evolving business needs
Module 16: Scaling and Enterprise-Wide Rollout - Developing a multi-phase rollout strategy
- Standardising configurations across regions
- Managing global vs local requirements
- Localising language, currency, and compliance
- Training regional implementation teams
- Using solution packages for consistency
- Monitoring global adoption trends
- Centralising governance and oversight
- Creating a COE (Center of Excellence)
- Establishing continuous improvement cycles
Module 17: Industry-Specific Implementation Patterns - Manufacturing: production and inventory optimisation
- Retail: omnichannel customer engagement
- Professional services: project and resource management
- Healthcare: patient journey and care coordination
- Financial services: client onboarding and compliance
- Public sector: service delivery and transparency
- Education: student lifecycle and engagement
- Non-profit: donor management and impact tracking
- Logistics: supply chain visibility and tracking
- Telecom: service provisioning and billing integration
Module 18: Advanced Configuration Techniques - Using calculated fields in complex logic
- Creating hierarchical data relationships
- Configuring cascading lookups and dependent fields
- Implementing dynamic forms with business rules
- Designing reusable workflows and actions
- Using calculated options sets
- Configuring duplicate detection rules
- Setting up auto-numbering for records
- Using default values and business recommendations
- Applying conditional formatting for usability
Module 19: AI and Intelligent Automation in Dynamics 365 - Understanding Copilot capabilities in Dynamics
- Using AI for sales insights and recommendations
- Automating customer service with AI bots
- Predicting customer churn and upsell opportunities
- Applying AI to forecasting accuracy
- Using topic modelling for support tickets
- Implementing AI-driven case routing
- Monitoring AI effectiveness and bias
- Integrating AI models with custom data
- Training AI with historical business data
Module 20: Project Management for Transformation - Applying PMI and PRINCE2 principles to Dynamics projects
- Defining project scope and success criteria
- Developing a work breakdown structure (WBS)
- Estimating effort and resource needs
- Creating Gantt charts and timelines
- Managing dependencies and critical paths
- Tracking progress with earned value metrics
- Reporting to steering committees
- Managing scope creep and change requests
- Conducting project retrospectives
Module 21: Building a Board-Ready Transformation Case - Structuring a compelling executive summary
- Presenting financial justification and ROI
- Highlighting risk reduction and compliance benefits
- Demonstrating customer experience improvements
- Aligning with ESG and sustainability goals
- Using storytelling to engage leadership
- Preparing visual aids and supporting data
- Anticipating executive objections
- Delivering a 15-minute pitch
- Securing approval and funding
Module 22: Certification and Career Advancement - Preparing for Microsoft certification paths
- Mapping course content to official exams
- Using your project work as portfolio evidence
- Updating your LinkedIn and resume
- Networking with Dynamics professionals
- Becoming a recognised internal expert
- Transitioning into consultancy or advisory roles
- Negotiating higher compensation
- Leading transformation initiatives across departments
- Receiving your Certificate of Completion issued by The Art of Service
- Designing reports that drive decisions
- Using Power BI with Dynamics 365 data
- Building real-time dashboards for executives
- Creating KPI scorecards for operational teams
- Setting up data alerts and thresholds
- Drill-down capabilities and data exploration
- Securing report access by role
- Scheduling and distributing reports
- Analysing trends and forecasting outcomes
- Validating reporting accuracy and timeliness
Module 12: Security, Compliance, and Governance - Designing a robust security model
- Implementing role-based access control (RBAC)
- Setting field-level security and data masking
- Complying with GDPR, CCPA, and other regulations
- Auditing user activity and data changes
- Managing data retention and deletion policies
- Conducting regular security reviews
- Preparing for compliance audits
- Securing integrations and API endpoints
- Developing disaster recovery and backup plans
Module 13: Testing Strategy and Quality Assurance - Developing a test plan with clear objectives
- Creating test cases for critical workflows
- Performing unit testing on configurations
- Conducting integration testing with external systems
- Running user acceptance testing (UAT) cycles
- Documenting and tracking defects
- Prioritising bug fixes and enhancements
- Performing performance and load testing
- Validating data migration outcomes
- Obtaining stakeholder sign-off
Module 14: Deployment and Go-Live Management - Developing a go-live checklist
- Planning the cutover weekend
- Preparing user environments and credentials
- Conducting final data migration
- Validating system functionality pre-launch
- Setting up support teams and help desks
- Creating communication plans for launch
- Managing downtime and transition risks
- Monitoring system health post-launch
- Addressing critical incidents promptly
Module 15: Post-Implementation Optimisation - Conducting post-go-live reviews
- Gathering user feedback and pain points
- Analysing system usage and adoption metrics
- Identifying optimisation opportunities
- Planning incremental enhancements
- Managing ongoing change requests
- Reducing technical debt and complexity
- Improving performance and responsiveness
- Updating documentation and training
- Aligning system use with evolving business needs
Module 16: Scaling and Enterprise-Wide Rollout - Developing a multi-phase rollout strategy
- Standardising configurations across regions
- Managing global vs local requirements
- Localising language, currency, and compliance
- Training regional implementation teams
- Using solution packages for consistency
- Monitoring global adoption trends
- Centralising governance and oversight
- Creating a COE (Center of Excellence)
- Establishing continuous improvement cycles
Module 17: Industry-Specific Implementation Patterns - Manufacturing: production and inventory optimisation
- Retail: omnichannel customer engagement
- Professional services: project and resource management
- Healthcare: patient journey and care coordination
- Financial services: client onboarding and compliance
- Public sector: service delivery and transparency
- Education: student lifecycle and engagement
- Non-profit: donor management and impact tracking
- Logistics: supply chain visibility and tracking
- Telecom: service provisioning and billing integration
Module 18: Advanced Configuration Techniques - Using calculated fields in complex logic
- Creating hierarchical data relationships
- Configuring cascading lookups and dependent fields
- Implementing dynamic forms with business rules
- Designing reusable workflows and actions
- Using calculated options sets
- Configuring duplicate detection rules
- Setting up auto-numbering for records
- Using default values and business recommendations
- Applying conditional formatting for usability
Module 19: AI and Intelligent Automation in Dynamics 365 - Understanding Copilot capabilities in Dynamics
- Using AI for sales insights and recommendations
- Automating customer service with AI bots
- Predicting customer churn and upsell opportunities
- Applying AI to forecasting accuracy
- Using topic modelling for support tickets
- Implementing AI-driven case routing
- Monitoring AI effectiveness and bias
- Integrating AI models with custom data
- Training AI with historical business data
Module 20: Project Management for Transformation - Applying PMI and PRINCE2 principles to Dynamics projects
- Defining project scope and success criteria
- Developing a work breakdown structure (WBS)
- Estimating effort and resource needs
- Creating Gantt charts and timelines
- Managing dependencies and critical paths
- Tracking progress with earned value metrics
- Reporting to steering committees
- Managing scope creep and change requests
- Conducting project retrospectives
Module 21: Building a Board-Ready Transformation Case - Structuring a compelling executive summary
- Presenting financial justification and ROI
- Highlighting risk reduction and compliance benefits
- Demonstrating customer experience improvements
- Aligning with ESG and sustainability goals
- Using storytelling to engage leadership
- Preparing visual aids and supporting data
- Anticipating executive objections
- Delivering a 15-minute pitch
- Securing approval and funding
Module 22: Certification and Career Advancement - Preparing for Microsoft certification paths
- Mapping course content to official exams
- Using your project work as portfolio evidence
- Updating your LinkedIn and resume
- Networking with Dynamics professionals
- Becoming a recognised internal expert
- Transitioning into consultancy or advisory roles
- Negotiating higher compensation
- Leading transformation initiatives across departments
- Receiving your Certificate of Completion issued by The Art of Service
- Developing a test plan with clear objectives
- Creating test cases for critical workflows
- Performing unit testing on configurations
- Conducting integration testing with external systems
- Running user acceptance testing (UAT) cycles
- Documenting and tracking defects
- Prioritising bug fixes and enhancements
- Performing performance and load testing
- Validating data migration outcomes
- Obtaining stakeholder sign-off
Module 14: Deployment and Go-Live Management - Developing a go-live checklist
- Planning the cutover weekend
- Preparing user environments and credentials
- Conducting final data migration
- Validating system functionality pre-launch
- Setting up support teams and help desks
- Creating communication plans for launch
- Managing downtime and transition risks
- Monitoring system health post-launch
- Addressing critical incidents promptly
Module 15: Post-Implementation Optimisation - Conducting post-go-live reviews
- Gathering user feedback and pain points
- Analysing system usage and adoption metrics
- Identifying optimisation opportunities
- Planning incremental enhancements
- Managing ongoing change requests
- Reducing technical debt and complexity
- Improving performance and responsiveness
- Updating documentation and training
- Aligning system use with evolving business needs
Module 16: Scaling and Enterprise-Wide Rollout - Developing a multi-phase rollout strategy
- Standardising configurations across regions
- Managing global vs local requirements
- Localising language, currency, and compliance
- Training regional implementation teams
- Using solution packages for consistency
- Monitoring global adoption trends
- Centralising governance and oversight
- Creating a COE (Center of Excellence)
- Establishing continuous improvement cycles
Module 17: Industry-Specific Implementation Patterns - Manufacturing: production and inventory optimisation
- Retail: omnichannel customer engagement
- Professional services: project and resource management
- Healthcare: patient journey and care coordination
- Financial services: client onboarding and compliance
- Public sector: service delivery and transparency
- Education: student lifecycle and engagement
- Non-profit: donor management and impact tracking
- Logistics: supply chain visibility and tracking
- Telecom: service provisioning and billing integration
Module 18: Advanced Configuration Techniques - Using calculated fields in complex logic
- Creating hierarchical data relationships
- Configuring cascading lookups and dependent fields
- Implementing dynamic forms with business rules
- Designing reusable workflows and actions
- Using calculated options sets
- Configuring duplicate detection rules
- Setting up auto-numbering for records
- Using default values and business recommendations
- Applying conditional formatting for usability
Module 19: AI and Intelligent Automation in Dynamics 365 - Understanding Copilot capabilities in Dynamics
- Using AI for sales insights and recommendations
- Automating customer service with AI bots
- Predicting customer churn and upsell opportunities
- Applying AI to forecasting accuracy
- Using topic modelling for support tickets
- Implementing AI-driven case routing
- Monitoring AI effectiveness and bias
- Integrating AI models with custom data
- Training AI with historical business data
Module 20: Project Management for Transformation - Applying PMI and PRINCE2 principles to Dynamics projects
- Defining project scope and success criteria
- Developing a work breakdown structure (WBS)
- Estimating effort and resource needs
- Creating Gantt charts and timelines
- Managing dependencies and critical paths
- Tracking progress with earned value metrics
- Reporting to steering committees
- Managing scope creep and change requests
- Conducting project retrospectives
Module 21: Building a Board-Ready Transformation Case - Structuring a compelling executive summary
- Presenting financial justification and ROI
- Highlighting risk reduction and compliance benefits
- Demonstrating customer experience improvements
- Aligning with ESG and sustainability goals
- Using storytelling to engage leadership
- Preparing visual aids and supporting data
- Anticipating executive objections
- Delivering a 15-minute pitch
- Securing approval and funding
Module 22: Certification and Career Advancement - Preparing for Microsoft certification paths
- Mapping course content to official exams
- Using your project work as portfolio evidence
- Updating your LinkedIn and resume
- Networking with Dynamics professionals
- Becoming a recognised internal expert
- Transitioning into consultancy or advisory roles
- Negotiating higher compensation
- Leading transformation initiatives across departments
- Receiving your Certificate of Completion issued by The Art of Service
- Conducting post-go-live reviews
- Gathering user feedback and pain points
- Analysing system usage and adoption metrics
- Identifying optimisation opportunities
- Planning incremental enhancements
- Managing ongoing change requests
- Reducing technical debt and complexity
- Improving performance and responsiveness
- Updating documentation and training
- Aligning system use with evolving business needs
Module 16: Scaling and Enterprise-Wide Rollout - Developing a multi-phase rollout strategy
- Standardising configurations across regions
- Managing global vs local requirements
- Localising language, currency, and compliance
- Training regional implementation teams
- Using solution packages for consistency
- Monitoring global adoption trends
- Centralising governance and oversight
- Creating a COE (Center of Excellence)
- Establishing continuous improvement cycles
Module 17: Industry-Specific Implementation Patterns - Manufacturing: production and inventory optimisation
- Retail: omnichannel customer engagement
- Professional services: project and resource management
- Healthcare: patient journey and care coordination
- Financial services: client onboarding and compliance
- Public sector: service delivery and transparency
- Education: student lifecycle and engagement
- Non-profit: donor management and impact tracking
- Logistics: supply chain visibility and tracking
- Telecom: service provisioning and billing integration
Module 18: Advanced Configuration Techniques - Using calculated fields in complex logic
- Creating hierarchical data relationships
- Configuring cascading lookups and dependent fields
- Implementing dynamic forms with business rules
- Designing reusable workflows and actions
- Using calculated options sets
- Configuring duplicate detection rules
- Setting up auto-numbering for records
- Using default values and business recommendations
- Applying conditional formatting for usability
Module 19: AI and Intelligent Automation in Dynamics 365 - Understanding Copilot capabilities in Dynamics
- Using AI for sales insights and recommendations
- Automating customer service with AI bots
- Predicting customer churn and upsell opportunities
- Applying AI to forecasting accuracy
- Using topic modelling for support tickets
- Implementing AI-driven case routing
- Monitoring AI effectiveness and bias
- Integrating AI models with custom data
- Training AI with historical business data
Module 20: Project Management for Transformation - Applying PMI and PRINCE2 principles to Dynamics projects
- Defining project scope and success criteria
- Developing a work breakdown structure (WBS)
- Estimating effort and resource needs
- Creating Gantt charts and timelines
- Managing dependencies and critical paths
- Tracking progress with earned value metrics
- Reporting to steering committees
- Managing scope creep and change requests
- Conducting project retrospectives
Module 21: Building a Board-Ready Transformation Case - Structuring a compelling executive summary
- Presenting financial justification and ROI
- Highlighting risk reduction and compliance benefits
- Demonstrating customer experience improvements
- Aligning with ESG and sustainability goals
- Using storytelling to engage leadership
- Preparing visual aids and supporting data
- Anticipating executive objections
- Delivering a 15-minute pitch
- Securing approval and funding
Module 22: Certification and Career Advancement - Preparing for Microsoft certification paths
- Mapping course content to official exams
- Using your project work as portfolio evidence
- Updating your LinkedIn and resume
- Networking with Dynamics professionals
- Becoming a recognised internal expert
- Transitioning into consultancy or advisory roles
- Negotiating higher compensation
- Leading transformation initiatives across departments
- Receiving your Certificate of Completion issued by The Art of Service
- Manufacturing: production and inventory optimisation
- Retail: omnichannel customer engagement
- Professional services: project and resource management
- Healthcare: patient journey and care coordination
- Financial services: client onboarding and compliance
- Public sector: service delivery and transparency
- Education: student lifecycle and engagement
- Non-profit: donor management and impact tracking
- Logistics: supply chain visibility and tracking
- Telecom: service provisioning and billing integration
Module 18: Advanced Configuration Techniques - Using calculated fields in complex logic
- Creating hierarchical data relationships
- Configuring cascading lookups and dependent fields
- Implementing dynamic forms with business rules
- Designing reusable workflows and actions
- Using calculated options sets
- Configuring duplicate detection rules
- Setting up auto-numbering for records
- Using default values and business recommendations
- Applying conditional formatting for usability
Module 19: AI and Intelligent Automation in Dynamics 365 - Understanding Copilot capabilities in Dynamics
- Using AI for sales insights and recommendations
- Automating customer service with AI bots
- Predicting customer churn and upsell opportunities
- Applying AI to forecasting accuracy
- Using topic modelling for support tickets
- Implementing AI-driven case routing
- Monitoring AI effectiveness and bias
- Integrating AI models with custom data
- Training AI with historical business data
Module 20: Project Management for Transformation - Applying PMI and PRINCE2 principles to Dynamics projects
- Defining project scope and success criteria
- Developing a work breakdown structure (WBS)
- Estimating effort and resource needs
- Creating Gantt charts and timelines
- Managing dependencies and critical paths
- Tracking progress with earned value metrics
- Reporting to steering committees
- Managing scope creep and change requests
- Conducting project retrospectives
Module 21: Building a Board-Ready Transformation Case - Structuring a compelling executive summary
- Presenting financial justification and ROI
- Highlighting risk reduction and compliance benefits
- Demonstrating customer experience improvements
- Aligning with ESG and sustainability goals
- Using storytelling to engage leadership
- Preparing visual aids and supporting data
- Anticipating executive objections
- Delivering a 15-minute pitch
- Securing approval and funding
Module 22: Certification and Career Advancement - Preparing for Microsoft certification paths
- Mapping course content to official exams
- Using your project work as portfolio evidence
- Updating your LinkedIn and resume
- Networking with Dynamics professionals
- Becoming a recognised internal expert
- Transitioning into consultancy or advisory roles
- Negotiating higher compensation
- Leading transformation initiatives across departments
- Receiving your Certificate of Completion issued by The Art of Service
- Understanding Copilot capabilities in Dynamics
- Using AI for sales insights and recommendations
- Automating customer service with AI bots
- Predicting customer churn and upsell opportunities
- Applying AI to forecasting accuracy
- Using topic modelling for support tickets
- Implementing AI-driven case routing
- Monitoring AI effectiveness and bias
- Integrating AI models with custom data
- Training AI with historical business data
Module 20: Project Management for Transformation - Applying PMI and PRINCE2 principles to Dynamics projects
- Defining project scope and success criteria
- Developing a work breakdown structure (WBS)
- Estimating effort and resource needs
- Creating Gantt charts and timelines
- Managing dependencies and critical paths
- Tracking progress with earned value metrics
- Reporting to steering committees
- Managing scope creep and change requests
- Conducting project retrospectives
Module 21: Building a Board-Ready Transformation Case - Structuring a compelling executive summary
- Presenting financial justification and ROI
- Highlighting risk reduction and compliance benefits
- Demonstrating customer experience improvements
- Aligning with ESG and sustainability goals
- Using storytelling to engage leadership
- Preparing visual aids and supporting data
- Anticipating executive objections
- Delivering a 15-minute pitch
- Securing approval and funding
Module 22: Certification and Career Advancement - Preparing for Microsoft certification paths
- Mapping course content to official exams
- Using your project work as portfolio evidence
- Updating your LinkedIn and resume
- Networking with Dynamics professionals
- Becoming a recognised internal expert
- Transitioning into consultancy or advisory roles
- Negotiating higher compensation
- Leading transformation initiatives across departments
- Receiving your Certificate of Completion issued by The Art of Service
- Structuring a compelling executive summary
- Presenting financial justification and ROI
- Highlighting risk reduction and compliance benefits
- Demonstrating customer experience improvements
- Aligning with ESG and sustainability goals
- Using storytelling to engage leadership
- Preparing visual aids and supporting data
- Anticipating executive objections
- Delivering a 15-minute pitch
- Securing approval and funding