Mastering Microsoft Dynamics 365 for Modern Business Transformation
You’re not behind. But you’re not ahead either. Every day, businesses across industries are leveraging Microsoft Dynamics 365 to automate processes, unify data, and drive strategic growth. Meanwhile, you’re juggling siloed systems, inefficient workflows, and mounting pressure to deliver results-without the tools or clarity to make it happen cleanly. Mastering Microsoft Dynamics 365 for Modern Business Transformation is your lifeline. This isn’t theory. It’s a battle-tested, step-by-step blueprint used by real practitioners to cut through complexity and deliver measurable transformation in weeks-not years. One technology director in Sydney used this exact system to integrate CRM, finance, and supply chain operations into a single Dynamics 365 platform. Within seven weeks, her team reduced data entry errors by 87%, slashed month-end reporting time by 65%, and gained board-level visibility into business performance. She didn’t just fix a system-she earned a promotion. This course takes you from overwhelmed to in control. From reactive to strategic. From disconnected tools to an orchestrating intelligence that aligns every function. You’ll go from concept to fully architected, deployable business transformation plan-with a documented roadmap ready for stakeholder alignment. The tools exist. The potential is real. Here’s how this course is structured to help you get there.Course Format & Delivery Details Designed for professionals who demand clarity, credibility, and real-world applicability. This course is self-paced, with immediate online access once your enrollment is confirmed. There are no fixed start dates, no mandatory live sessions, and no time zone constraints. You progress at your own speed, on your own terms. Learn Anytime, Anywhere
The entire course is delivered on-demand, fully mobile-friendly, and accessible 24/7 from any device. Whether you're reviewing modules during your commute or finalising your transformation plan after hours, the content is engineered for seamless engagement-without sacrificing depth. - Typical completion time: 4 to 6 weeks with 6–8 hours per week
- Fast-track results: Many learners implement core workflow automations in under 10 days
- Beginners gain confidence quickly; experienced users unlock advanced optimisations
Lifetime Access, Zero Obsolescence
You receive lifetime access to all course materials. This includes every update, refinement, and expansion made in the future-at no additional cost. As Microsoft adds capabilities to Dynamics 365, we update the content to ensure your knowledge remains current, credible, and competitive. Direct Instructor Guidance & Support
You’re never alone. Our expert facilitators provide structured guidance through dedicated support channels. Post questions, request clarification on implementation steps, or submit draft architecture diagrams for feedback. This isn’t passive learning. It’s professional upskilling with direct access to seasoned Dynamics practitioners. Certification with Global Recognition
Upon successful completion, you will earn a formal Certificate of Completion issued by The Art of Service. This credential is recognised by professionals across 127 countries. It validates your mastery of Dynamics 365 integration, data governance, user adoption strategies, and enterprise-grade transformation planning-precisely what employers and clients look for. Transparent Pricing, Zero Hidden Costs
The price you see is the price you pay. There are no upsells, no recurring fees, and no surprise charges. Your investment covers full access, lifetime updates, certification, and support-nothing more, nothing less. Full Payment Flexibility
We accept all major payment methods, including Visa, Mastercard, and PayPal. Secure checkout ensures your details are protected with bank-level encryption. 100% Satisfaction Guarantee – Refunded If You’re Not Convinced
We remove all risk. If, within 14 days of receiving your course access, you find the material doesn’t meet your expectations in depth, clarity, or professional value-you get a full refund. No questions, no forms, no hassle. Enrollment Confirmation & Access Workflow
After enrollment, you will receive an automated confirmation email. Your course access details will follow in a separate email once your learner profile has been processed and granted. This ensures secure and personalised access to your materials. “Will This Work For Me?” – Addressing Your Biggest Concern
Yes. Even if you’ve struggled with Dynamics 365 before. Even if your IT environment is fragmented. Even if you’re not a developer or data engineer. This course works because it’s built for real-world constraints. A regional operations manager in Toronto used this method despite having only intermediate Excel skills and limited IT support. She restructured her sales tracking, inventory alerts, and customer service routing in Dynamics 365-reducing operational friction by 40% and cutting onboarding time for new reps in half. - This works even if your organisation uses legacy tools alongside Microsoft 365
- This works even if you're balancing multiple responsibilities and limited time
- This works even if you’ve never led a digital transformation before
Your success isn't dependent on technical wizardry. It’s built on method, structure, and actionable guidance-designed so you can implement confidently, document clearly, and deliver visibly.
Module 1: Foundations of Microsoft Dynamics 365 Architecture - Understanding the Dynamics 365 product suite: Sales, Service, Marketing, Finance, Supply Chain, and more
- Key differences between Dynamics 365 and traditional ERP/CRM systems
- Core components: Entities, attributes, relationships, and records
- Role of the Common Data Service (now Microsoft Dataverse) in data unification
- Overview of cloud deployment models and licensing structures
- Navigating the Dynamics 365 user interface: Dashboards, views, and hubs
- Security roles and business units: Establishing access hierarchies
- Introduction to Power Platform integration: Power BI, Power Automate, Power Apps
- Understanding environments: Sandbox, production, and development
- Setting up your first Dynamics 365 trial environment
Module 2: Data Strategy and Governance in Enterprise Systems - Principles of enterprise data governance and compliance
- Defining data ownership and stewardship roles
- Classifying sensitive data and configuring data loss prevention policies
- Designing a data model: Tables, columns, and relationships
- Primary and foreign keys: Ensuring relational integrity
- Creating custom entities and fields aligned to business needs
- Using option sets and lookups to standardise inputs
- Enforcing data quality with validation rules and required fields
- Implementing auditing and change tracking for compliance
- Backup, restore, and environment cloning strategies
Module 3: Business Process Automation with Power Automate - Understanding workflow automation in Dynamics 365
- Designing automated flows: Trigger, condition, action logic
- Creating approval processes for leave, expenses, and procurement
- Automating lead assignment based on territory or workload
- Sending email notifications on record updates or deadlines
- Integrating with Outlook, Teams, and SharePoint via flows
- Using parallel branches and loops for complex logic
- Handling errors and configuring retry policies
- Monitoring, testing, and debugging live flows
- Best practices for maintainable, scalable automations
Module 4: Customisation and Configuration Without Code - Customising forms: Tabs, sections, and field arrangements
- Using form rules to show or hide fields dynamically
- Configuring business rules to enforce validation or set values
- Designing views and advanced finds for role-based data access
- Setting up system and personal dashboards for KPI monitoring
- Creating charts and grids that reflect real-time performance
- Managing embedded services: Document management, OneNote, and notes
- Localising labels and options for multi-region teams
- Using solution layers to track configuration changes
- Importing and exporting customisations across environments
Module 5: Customer Engagement with Dynamics 365 Sales - Core objects: Leads, opportunities, accounts, contacts
- Configuring sales stages and probability tracking
- Setting up product catalogs and price lists
- Linking quotes, orders, and invoices to opportunities
- Using relationship insights with Outlook and Exchange integration
- Configuring sales territories and routing rules
- Tracking sales performance with embedded Power BI
- Enabling mobile access for field sales representatives
- Integrating with LinkedIn Sales Navigator
- Automating follow-up tasks and email sequences
Module 6: Service Management and Case Resolution - Case management lifecycle: Creation, routing, resolution, closure
- Setting up service level agreements (SLAs) and entitlements
- Defining case routing rules based on priority or expertise
- Creating knowledge articles and linking to case resolutions
- Integrating with Omnichannel for customer service
- Configuring queues for workload distribution
- Tracking customer satisfaction with surveys
- Analysing service performance with built-in reports
- Setting up entitlement templates for contract-based support
- Using AI for suggested knowledge articles and resolution paths
Module 7: Financials and Operations in Dynamics 365 - Core financial modules: General ledger, accounts payable, accounts receivable
- Setting up chart of accounts and financial dimensions
- Managing vendor and customer master data
- Creating purchase orders and processing invoices
- Configuring payment journals and bank reconciliations
- Handling intercompany transactions and currency conversions
- Managing fixed assets and depreciation schedules
- Setting up budgeting and forecasting workflows
- Generating standard financial statements: Income statement, balance sheet, cash flow
- Integrating financial data with Power BI for executive reporting
Module 8: Supply Chain and Inventory Management - Warehouse management: Locations, bins, and inventory movements
- Configuring item groups and tracking inventory levels
- Managing bills of materials and production orders
- Setting up procurement categories and vendor scorecards
- Creating transfer orders between warehouses
- Configuring automatic replenishment rules
- Managing quality control and quarantine processes
- Tracking serial and batch numbers for compliance
- Integrating with logistics providers and shipment tracking
- Using forecasting tools to anticipate demand shifts
Module 9: Project Management and Resource Optimisation - Setting up project records and categorising by type
- Defining project contracts and revenue recognition methods
- Creating project tasks and dependencies
- Assigning resources: Employees, equipment, materials
- Tracking time and expenses using integrated timesheets
- Managing project budgets and forecasting variances
- Using project dashboards for real-time status updates
- Configuring project approvals and change requests
- Integrating with Microsoft Project for Gantt views
- Generating project profitability reports
Module 10: Marketing Automation with Dynamics 365 Marketing - Designing customer segments using dynamic criteria
- Creating marketing forms and landing pages
- Building email marketing campaigns with A/B testing
- Scheduling and tracking campaign performance
- Scoring leads based on engagement and behaviour
- Syncing marketing leads with Sales modules
- Using customer journeys to automate nurturing paths
- Integrating with social media platforms
- Analysing ROI with campaign financials
- Generating customer insight reports using built-in analytics
Module 11: Integration with Microsoft 365 and Teams - Embedding Dynamics 365 records in Microsoft Teams channels
- Creating Teams meetings directly from customer records
- Synchronising contacts and calendars with Outlook
- Attaching emails and meeting notes to relevant entities
- Using OneDrive and SharePoint for document collaboration
- Linking Planner tasks to project or case records
- Configuring Yammer communities for customer engagement
- Sharing reports and dashboards securely within Teams
- Using Power Automate to synchronise data across Microsoft 365 apps
- Setting up secure cross-app access with Azure Active Directory
Module 12: Advanced Analytics and Power BI Integration - Connecting Power BI to Dynamics 365 data sources
- Importing vs DirectQuery: Choosing the right data model
- Building interactive dashboards for executive visibility
- Creating KPIs for sales, service, and operations
- Using slicers and filters for role-based data views
- Applying custom DAX measures for business metrics
- Scheduling automatic report refreshing
- Sharing dashboards securely with stakeholders
- Embedding Power BI reports into Dynamics dashboards
- Setting up data alerts for threshold breaches
Module 13: Custom App Development with Power Apps - Understanding canvas apps vs model-driven apps
- Using Power Apps Studio to design user interfaces
- Connecting apps to Dataverse and external data sources
- Adding buttons, galleries, forms, and data cards
- Writing formulas using Power Fx language
- Testing apps on mobile and desktop devices
- Publishing and managing app versions
- Setting up role-based access to custom apps
- Integrating apps with Teams and SharePoint
- Documenting app functionality for user adoption
Module 14: Change Management and User Adoption - Assessing organisational readiness for transformation
- Building a change coalition with key stakeholders
- Communicating the vision and benefits of Dynamics 365
- Developing role-specific training plans and job aids
- Creating user personas and journey maps
- Running pilot programs with feedback loops
- Measuring adoption with usage analytics
- Addressing resistance with empathy and data
- Establishing super users and internal champions
- Sustaining momentum with continuous improvement cycles
Module 15: Deployment Strategy and Go-Live Planning - Defining deployment scope: Phased, parallel, or big bang rollout
- Preparing data migration plans and mapping legacy fields
- Using data import templates and error resolution workflows
- Cleaning and deduplicating legacy data before migration
- Validating migrated data with reconciliation reports
- Planning user acceptance testing (UAT) scenarios
- Setting up cutover timelines and rollback procedures
- Executing go-live checklists and final health checks
- Monitoring system performance post-deployment
- Scheduling post-launch review meetings and improvement sprints
Module 16: Performance Monitoring, Optimisation & Continuous Improvement - Using system diagnostics to detect performance bottlenecks
- Reviewing audit logs and user activity patterns
- Analysing workflow execution times and failure rates
- Optimising database queries and views for speed
- Managing solution dependencies and technical debt
- Scheduling routine maintenance windows
- Using telemetry data to prioritise enhancements
- Collecting user feedback through in-app surveys
- Running monthly health check audits
- Planning iterative upgrades and feature rollouts
Module 17: Enterprise Scalability and Multi-Organisational Design - Designing for multi-geography and multi-legal entity operations
- Setting up cross-functional business units and teams
- Managing global security roles with inherited permissions
- Handling multi-currency and multi-language configurations
- Aligning regional compliance with central governance
- Integrating Dynamics 365 with third-party APIs
- Using Azure Logic Apps for complex enterprise integrations
- Architecting hybrid environments with on-premise systems
- Scaling cloud infrastructure for high-transaction loads
- Planning for peak usage events and system resilience
Module 18: Compliance, Audit & Risk Management - Aligning with GDPR, HIPAA, SOX, and other regulatory frameworks
- Configuring data residency and storage location rules
- Setting up role-based access control (RBAC) policies
- Enabling field-level security for sensitive information
- Creating audit trails for data changes and access
- Generating compliance reports for internal audit
- Integrating with Microsoft Purview for information protection
- Managing retention policies and legal holds
- Conducting regular access reviews and certifications
- Responding to data subject access requests (DSARs)
Module 19: Strategic Transformation Roadmapping - Conducting a current state assessment of business processes
- Identifying pain points and improvement opportunities
- Defining future state vision with stakeholder alignment
- Mapping processes across departments and systems
- Using SWOT analysis to prioritise transformation initiatives
- Developing a 90-day, 6-month, and 12-month roadmap
- Estimating effort, resources, and costs for each phase
- Securing executive sponsorship and budget approval
- Linking KPIs to business outcomes for accountability
- Presenting the roadmap as a board-ready transformation proposal
Module 20: Certification, Career Advancement & Next Steps - Preparing for the final assessment: Format, timing, structure
- Reviewing key concepts and practical checklists
- Submitting your completed transformation roadmap for evaluation
- Receiving your Certificate of Completion from The Art of Service
- Adding your certification to LinkedIn and CV
- Accessing the private alumni network for continued support
- Connecting with certified practitioners for peer learning
- Exploring advanced certifications and Microsoft credentials
- Building a personal portfolio of implemented projects
- Transitioning from learner to transformation leader-confident, capable, and career-ready
- Understanding the Dynamics 365 product suite: Sales, Service, Marketing, Finance, Supply Chain, and more
- Key differences between Dynamics 365 and traditional ERP/CRM systems
- Core components: Entities, attributes, relationships, and records
- Role of the Common Data Service (now Microsoft Dataverse) in data unification
- Overview of cloud deployment models and licensing structures
- Navigating the Dynamics 365 user interface: Dashboards, views, and hubs
- Security roles and business units: Establishing access hierarchies
- Introduction to Power Platform integration: Power BI, Power Automate, Power Apps
- Understanding environments: Sandbox, production, and development
- Setting up your first Dynamics 365 trial environment
Module 2: Data Strategy and Governance in Enterprise Systems - Principles of enterprise data governance and compliance
- Defining data ownership and stewardship roles
- Classifying sensitive data and configuring data loss prevention policies
- Designing a data model: Tables, columns, and relationships
- Primary and foreign keys: Ensuring relational integrity
- Creating custom entities and fields aligned to business needs
- Using option sets and lookups to standardise inputs
- Enforcing data quality with validation rules and required fields
- Implementing auditing and change tracking for compliance
- Backup, restore, and environment cloning strategies
Module 3: Business Process Automation with Power Automate - Understanding workflow automation in Dynamics 365
- Designing automated flows: Trigger, condition, action logic
- Creating approval processes for leave, expenses, and procurement
- Automating lead assignment based on territory or workload
- Sending email notifications on record updates or deadlines
- Integrating with Outlook, Teams, and SharePoint via flows
- Using parallel branches and loops for complex logic
- Handling errors and configuring retry policies
- Monitoring, testing, and debugging live flows
- Best practices for maintainable, scalable automations
Module 4: Customisation and Configuration Without Code - Customising forms: Tabs, sections, and field arrangements
- Using form rules to show or hide fields dynamically
- Configuring business rules to enforce validation or set values
- Designing views and advanced finds for role-based data access
- Setting up system and personal dashboards for KPI monitoring
- Creating charts and grids that reflect real-time performance
- Managing embedded services: Document management, OneNote, and notes
- Localising labels and options for multi-region teams
- Using solution layers to track configuration changes
- Importing and exporting customisations across environments
Module 5: Customer Engagement with Dynamics 365 Sales - Core objects: Leads, opportunities, accounts, contacts
- Configuring sales stages and probability tracking
- Setting up product catalogs and price lists
- Linking quotes, orders, and invoices to opportunities
- Using relationship insights with Outlook and Exchange integration
- Configuring sales territories and routing rules
- Tracking sales performance with embedded Power BI
- Enabling mobile access for field sales representatives
- Integrating with LinkedIn Sales Navigator
- Automating follow-up tasks and email sequences
Module 6: Service Management and Case Resolution - Case management lifecycle: Creation, routing, resolution, closure
- Setting up service level agreements (SLAs) and entitlements
- Defining case routing rules based on priority or expertise
- Creating knowledge articles and linking to case resolutions
- Integrating with Omnichannel for customer service
- Configuring queues for workload distribution
- Tracking customer satisfaction with surveys
- Analysing service performance with built-in reports
- Setting up entitlement templates for contract-based support
- Using AI for suggested knowledge articles and resolution paths
Module 7: Financials and Operations in Dynamics 365 - Core financial modules: General ledger, accounts payable, accounts receivable
- Setting up chart of accounts and financial dimensions
- Managing vendor and customer master data
- Creating purchase orders and processing invoices
- Configuring payment journals and bank reconciliations
- Handling intercompany transactions and currency conversions
- Managing fixed assets and depreciation schedules
- Setting up budgeting and forecasting workflows
- Generating standard financial statements: Income statement, balance sheet, cash flow
- Integrating financial data with Power BI for executive reporting
Module 8: Supply Chain and Inventory Management - Warehouse management: Locations, bins, and inventory movements
- Configuring item groups and tracking inventory levels
- Managing bills of materials and production orders
- Setting up procurement categories and vendor scorecards
- Creating transfer orders between warehouses
- Configuring automatic replenishment rules
- Managing quality control and quarantine processes
- Tracking serial and batch numbers for compliance
- Integrating with logistics providers and shipment tracking
- Using forecasting tools to anticipate demand shifts
Module 9: Project Management and Resource Optimisation - Setting up project records and categorising by type
- Defining project contracts and revenue recognition methods
- Creating project tasks and dependencies
- Assigning resources: Employees, equipment, materials
- Tracking time and expenses using integrated timesheets
- Managing project budgets and forecasting variances
- Using project dashboards for real-time status updates
- Configuring project approvals and change requests
- Integrating with Microsoft Project for Gantt views
- Generating project profitability reports
Module 10: Marketing Automation with Dynamics 365 Marketing - Designing customer segments using dynamic criteria
- Creating marketing forms and landing pages
- Building email marketing campaigns with A/B testing
- Scheduling and tracking campaign performance
- Scoring leads based on engagement and behaviour
- Syncing marketing leads with Sales modules
- Using customer journeys to automate nurturing paths
- Integrating with social media platforms
- Analysing ROI with campaign financials
- Generating customer insight reports using built-in analytics
Module 11: Integration with Microsoft 365 and Teams - Embedding Dynamics 365 records in Microsoft Teams channels
- Creating Teams meetings directly from customer records
- Synchronising contacts and calendars with Outlook
- Attaching emails and meeting notes to relevant entities
- Using OneDrive and SharePoint for document collaboration
- Linking Planner tasks to project or case records
- Configuring Yammer communities for customer engagement
- Sharing reports and dashboards securely within Teams
- Using Power Automate to synchronise data across Microsoft 365 apps
- Setting up secure cross-app access with Azure Active Directory
Module 12: Advanced Analytics and Power BI Integration - Connecting Power BI to Dynamics 365 data sources
- Importing vs DirectQuery: Choosing the right data model
- Building interactive dashboards for executive visibility
- Creating KPIs for sales, service, and operations
- Using slicers and filters for role-based data views
- Applying custom DAX measures for business metrics
- Scheduling automatic report refreshing
- Sharing dashboards securely with stakeholders
- Embedding Power BI reports into Dynamics dashboards
- Setting up data alerts for threshold breaches
Module 13: Custom App Development with Power Apps - Understanding canvas apps vs model-driven apps
- Using Power Apps Studio to design user interfaces
- Connecting apps to Dataverse and external data sources
- Adding buttons, galleries, forms, and data cards
- Writing formulas using Power Fx language
- Testing apps on mobile and desktop devices
- Publishing and managing app versions
- Setting up role-based access to custom apps
- Integrating apps with Teams and SharePoint
- Documenting app functionality for user adoption
Module 14: Change Management and User Adoption - Assessing organisational readiness for transformation
- Building a change coalition with key stakeholders
- Communicating the vision and benefits of Dynamics 365
- Developing role-specific training plans and job aids
- Creating user personas and journey maps
- Running pilot programs with feedback loops
- Measuring adoption with usage analytics
- Addressing resistance with empathy and data
- Establishing super users and internal champions
- Sustaining momentum with continuous improvement cycles
Module 15: Deployment Strategy and Go-Live Planning - Defining deployment scope: Phased, parallel, or big bang rollout
- Preparing data migration plans and mapping legacy fields
- Using data import templates and error resolution workflows
- Cleaning and deduplicating legacy data before migration
- Validating migrated data with reconciliation reports
- Planning user acceptance testing (UAT) scenarios
- Setting up cutover timelines and rollback procedures
- Executing go-live checklists and final health checks
- Monitoring system performance post-deployment
- Scheduling post-launch review meetings and improvement sprints
Module 16: Performance Monitoring, Optimisation & Continuous Improvement - Using system diagnostics to detect performance bottlenecks
- Reviewing audit logs and user activity patterns
- Analysing workflow execution times and failure rates
- Optimising database queries and views for speed
- Managing solution dependencies and technical debt
- Scheduling routine maintenance windows
- Using telemetry data to prioritise enhancements
- Collecting user feedback through in-app surveys
- Running monthly health check audits
- Planning iterative upgrades and feature rollouts
Module 17: Enterprise Scalability and Multi-Organisational Design - Designing for multi-geography and multi-legal entity operations
- Setting up cross-functional business units and teams
- Managing global security roles with inherited permissions
- Handling multi-currency and multi-language configurations
- Aligning regional compliance with central governance
- Integrating Dynamics 365 with third-party APIs
- Using Azure Logic Apps for complex enterprise integrations
- Architecting hybrid environments with on-premise systems
- Scaling cloud infrastructure for high-transaction loads
- Planning for peak usage events and system resilience
Module 18: Compliance, Audit & Risk Management - Aligning with GDPR, HIPAA, SOX, and other regulatory frameworks
- Configuring data residency and storage location rules
- Setting up role-based access control (RBAC) policies
- Enabling field-level security for sensitive information
- Creating audit trails for data changes and access
- Generating compliance reports for internal audit
- Integrating with Microsoft Purview for information protection
- Managing retention policies and legal holds
- Conducting regular access reviews and certifications
- Responding to data subject access requests (DSARs)
Module 19: Strategic Transformation Roadmapping - Conducting a current state assessment of business processes
- Identifying pain points and improvement opportunities
- Defining future state vision with stakeholder alignment
- Mapping processes across departments and systems
- Using SWOT analysis to prioritise transformation initiatives
- Developing a 90-day, 6-month, and 12-month roadmap
- Estimating effort, resources, and costs for each phase
- Securing executive sponsorship and budget approval
- Linking KPIs to business outcomes for accountability
- Presenting the roadmap as a board-ready transformation proposal
Module 20: Certification, Career Advancement & Next Steps - Preparing for the final assessment: Format, timing, structure
- Reviewing key concepts and practical checklists
- Submitting your completed transformation roadmap for evaluation
- Receiving your Certificate of Completion from The Art of Service
- Adding your certification to LinkedIn and CV
- Accessing the private alumni network for continued support
- Connecting with certified practitioners for peer learning
- Exploring advanced certifications and Microsoft credentials
- Building a personal portfolio of implemented projects
- Transitioning from learner to transformation leader-confident, capable, and career-ready
- Understanding workflow automation in Dynamics 365
- Designing automated flows: Trigger, condition, action logic
- Creating approval processes for leave, expenses, and procurement
- Automating lead assignment based on territory or workload
- Sending email notifications on record updates or deadlines
- Integrating with Outlook, Teams, and SharePoint via flows
- Using parallel branches and loops for complex logic
- Handling errors and configuring retry policies
- Monitoring, testing, and debugging live flows
- Best practices for maintainable, scalable automations
Module 4: Customisation and Configuration Without Code - Customising forms: Tabs, sections, and field arrangements
- Using form rules to show or hide fields dynamically
- Configuring business rules to enforce validation or set values
- Designing views and advanced finds for role-based data access
- Setting up system and personal dashboards for KPI monitoring
- Creating charts and grids that reflect real-time performance
- Managing embedded services: Document management, OneNote, and notes
- Localising labels and options for multi-region teams
- Using solution layers to track configuration changes
- Importing and exporting customisations across environments
Module 5: Customer Engagement with Dynamics 365 Sales - Core objects: Leads, opportunities, accounts, contacts
- Configuring sales stages and probability tracking
- Setting up product catalogs and price lists
- Linking quotes, orders, and invoices to opportunities
- Using relationship insights with Outlook and Exchange integration
- Configuring sales territories and routing rules
- Tracking sales performance with embedded Power BI
- Enabling mobile access for field sales representatives
- Integrating with LinkedIn Sales Navigator
- Automating follow-up tasks and email sequences
Module 6: Service Management and Case Resolution - Case management lifecycle: Creation, routing, resolution, closure
- Setting up service level agreements (SLAs) and entitlements
- Defining case routing rules based on priority or expertise
- Creating knowledge articles and linking to case resolutions
- Integrating with Omnichannel for customer service
- Configuring queues for workload distribution
- Tracking customer satisfaction with surveys
- Analysing service performance with built-in reports
- Setting up entitlement templates for contract-based support
- Using AI for suggested knowledge articles and resolution paths
Module 7: Financials and Operations in Dynamics 365 - Core financial modules: General ledger, accounts payable, accounts receivable
- Setting up chart of accounts and financial dimensions
- Managing vendor and customer master data
- Creating purchase orders and processing invoices
- Configuring payment journals and bank reconciliations
- Handling intercompany transactions and currency conversions
- Managing fixed assets and depreciation schedules
- Setting up budgeting and forecasting workflows
- Generating standard financial statements: Income statement, balance sheet, cash flow
- Integrating financial data with Power BI for executive reporting
Module 8: Supply Chain and Inventory Management - Warehouse management: Locations, bins, and inventory movements
- Configuring item groups and tracking inventory levels
- Managing bills of materials and production orders
- Setting up procurement categories and vendor scorecards
- Creating transfer orders between warehouses
- Configuring automatic replenishment rules
- Managing quality control and quarantine processes
- Tracking serial and batch numbers for compliance
- Integrating with logistics providers and shipment tracking
- Using forecasting tools to anticipate demand shifts
Module 9: Project Management and Resource Optimisation - Setting up project records and categorising by type
- Defining project contracts and revenue recognition methods
- Creating project tasks and dependencies
- Assigning resources: Employees, equipment, materials
- Tracking time and expenses using integrated timesheets
- Managing project budgets and forecasting variances
- Using project dashboards for real-time status updates
- Configuring project approvals and change requests
- Integrating with Microsoft Project for Gantt views
- Generating project profitability reports
Module 10: Marketing Automation with Dynamics 365 Marketing - Designing customer segments using dynamic criteria
- Creating marketing forms and landing pages
- Building email marketing campaigns with A/B testing
- Scheduling and tracking campaign performance
- Scoring leads based on engagement and behaviour
- Syncing marketing leads with Sales modules
- Using customer journeys to automate nurturing paths
- Integrating with social media platforms
- Analysing ROI with campaign financials
- Generating customer insight reports using built-in analytics
Module 11: Integration with Microsoft 365 and Teams - Embedding Dynamics 365 records in Microsoft Teams channels
- Creating Teams meetings directly from customer records
- Synchronising contacts and calendars with Outlook
- Attaching emails and meeting notes to relevant entities
- Using OneDrive and SharePoint for document collaboration
- Linking Planner tasks to project or case records
- Configuring Yammer communities for customer engagement
- Sharing reports and dashboards securely within Teams
- Using Power Automate to synchronise data across Microsoft 365 apps
- Setting up secure cross-app access with Azure Active Directory
Module 12: Advanced Analytics and Power BI Integration - Connecting Power BI to Dynamics 365 data sources
- Importing vs DirectQuery: Choosing the right data model
- Building interactive dashboards for executive visibility
- Creating KPIs for sales, service, and operations
- Using slicers and filters for role-based data views
- Applying custom DAX measures for business metrics
- Scheduling automatic report refreshing
- Sharing dashboards securely with stakeholders
- Embedding Power BI reports into Dynamics dashboards
- Setting up data alerts for threshold breaches
Module 13: Custom App Development with Power Apps - Understanding canvas apps vs model-driven apps
- Using Power Apps Studio to design user interfaces
- Connecting apps to Dataverse and external data sources
- Adding buttons, galleries, forms, and data cards
- Writing formulas using Power Fx language
- Testing apps on mobile and desktop devices
- Publishing and managing app versions
- Setting up role-based access to custom apps
- Integrating apps with Teams and SharePoint
- Documenting app functionality for user adoption
Module 14: Change Management and User Adoption - Assessing organisational readiness for transformation
- Building a change coalition with key stakeholders
- Communicating the vision and benefits of Dynamics 365
- Developing role-specific training plans and job aids
- Creating user personas and journey maps
- Running pilot programs with feedback loops
- Measuring adoption with usage analytics
- Addressing resistance with empathy and data
- Establishing super users and internal champions
- Sustaining momentum with continuous improvement cycles
Module 15: Deployment Strategy and Go-Live Planning - Defining deployment scope: Phased, parallel, or big bang rollout
- Preparing data migration plans and mapping legacy fields
- Using data import templates and error resolution workflows
- Cleaning and deduplicating legacy data before migration
- Validating migrated data with reconciliation reports
- Planning user acceptance testing (UAT) scenarios
- Setting up cutover timelines and rollback procedures
- Executing go-live checklists and final health checks
- Monitoring system performance post-deployment
- Scheduling post-launch review meetings and improvement sprints
Module 16: Performance Monitoring, Optimisation & Continuous Improvement - Using system diagnostics to detect performance bottlenecks
- Reviewing audit logs and user activity patterns
- Analysing workflow execution times and failure rates
- Optimising database queries and views for speed
- Managing solution dependencies and technical debt
- Scheduling routine maintenance windows
- Using telemetry data to prioritise enhancements
- Collecting user feedback through in-app surveys
- Running monthly health check audits
- Planning iterative upgrades and feature rollouts
Module 17: Enterprise Scalability and Multi-Organisational Design - Designing for multi-geography and multi-legal entity operations
- Setting up cross-functional business units and teams
- Managing global security roles with inherited permissions
- Handling multi-currency and multi-language configurations
- Aligning regional compliance with central governance
- Integrating Dynamics 365 with third-party APIs
- Using Azure Logic Apps for complex enterprise integrations
- Architecting hybrid environments with on-premise systems
- Scaling cloud infrastructure for high-transaction loads
- Planning for peak usage events and system resilience
Module 18: Compliance, Audit & Risk Management - Aligning with GDPR, HIPAA, SOX, and other regulatory frameworks
- Configuring data residency and storage location rules
- Setting up role-based access control (RBAC) policies
- Enabling field-level security for sensitive information
- Creating audit trails for data changes and access
- Generating compliance reports for internal audit
- Integrating with Microsoft Purview for information protection
- Managing retention policies and legal holds
- Conducting regular access reviews and certifications
- Responding to data subject access requests (DSARs)
Module 19: Strategic Transformation Roadmapping - Conducting a current state assessment of business processes
- Identifying pain points and improvement opportunities
- Defining future state vision with stakeholder alignment
- Mapping processes across departments and systems
- Using SWOT analysis to prioritise transformation initiatives
- Developing a 90-day, 6-month, and 12-month roadmap
- Estimating effort, resources, and costs for each phase
- Securing executive sponsorship and budget approval
- Linking KPIs to business outcomes for accountability
- Presenting the roadmap as a board-ready transformation proposal
Module 20: Certification, Career Advancement & Next Steps - Preparing for the final assessment: Format, timing, structure
- Reviewing key concepts and practical checklists
- Submitting your completed transformation roadmap for evaluation
- Receiving your Certificate of Completion from The Art of Service
- Adding your certification to LinkedIn and CV
- Accessing the private alumni network for continued support
- Connecting with certified practitioners for peer learning
- Exploring advanced certifications and Microsoft credentials
- Building a personal portfolio of implemented projects
- Transitioning from learner to transformation leader-confident, capable, and career-ready
- Core objects: Leads, opportunities, accounts, contacts
- Configuring sales stages and probability tracking
- Setting up product catalogs and price lists
- Linking quotes, orders, and invoices to opportunities
- Using relationship insights with Outlook and Exchange integration
- Configuring sales territories and routing rules
- Tracking sales performance with embedded Power BI
- Enabling mobile access for field sales representatives
- Integrating with LinkedIn Sales Navigator
- Automating follow-up tasks and email sequences
Module 6: Service Management and Case Resolution - Case management lifecycle: Creation, routing, resolution, closure
- Setting up service level agreements (SLAs) and entitlements
- Defining case routing rules based on priority or expertise
- Creating knowledge articles and linking to case resolutions
- Integrating with Omnichannel for customer service
- Configuring queues for workload distribution
- Tracking customer satisfaction with surveys
- Analysing service performance with built-in reports
- Setting up entitlement templates for contract-based support
- Using AI for suggested knowledge articles and resolution paths
Module 7: Financials and Operations in Dynamics 365 - Core financial modules: General ledger, accounts payable, accounts receivable
- Setting up chart of accounts and financial dimensions
- Managing vendor and customer master data
- Creating purchase orders and processing invoices
- Configuring payment journals and bank reconciliations
- Handling intercompany transactions and currency conversions
- Managing fixed assets and depreciation schedules
- Setting up budgeting and forecasting workflows
- Generating standard financial statements: Income statement, balance sheet, cash flow
- Integrating financial data with Power BI for executive reporting
Module 8: Supply Chain and Inventory Management - Warehouse management: Locations, bins, and inventory movements
- Configuring item groups and tracking inventory levels
- Managing bills of materials and production orders
- Setting up procurement categories and vendor scorecards
- Creating transfer orders between warehouses
- Configuring automatic replenishment rules
- Managing quality control and quarantine processes
- Tracking serial and batch numbers for compliance
- Integrating with logistics providers and shipment tracking
- Using forecasting tools to anticipate demand shifts
Module 9: Project Management and Resource Optimisation - Setting up project records and categorising by type
- Defining project contracts and revenue recognition methods
- Creating project tasks and dependencies
- Assigning resources: Employees, equipment, materials
- Tracking time and expenses using integrated timesheets
- Managing project budgets and forecasting variances
- Using project dashboards for real-time status updates
- Configuring project approvals and change requests
- Integrating with Microsoft Project for Gantt views
- Generating project profitability reports
Module 10: Marketing Automation with Dynamics 365 Marketing - Designing customer segments using dynamic criteria
- Creating marketing forms and landing pages
- Building email marketing campaigns with A/B testing
- Scheduling and tracking campaign performance
- Scoring leads based on engagement and behaviour
- Syncing marketing leads with Sales modules
- Using customer journeys to automate nurturing paths
- Integrating with social media platforms
- Analysing ROI with campaign financials
- Generating customer insight reports using built-in analytics
Module 11: Integration with Microsoft 365 and Teams - Embedding Dynamics 365 records in Microsoft Teams channels
- Creating Teams meetings directly from customer records
- Synchronising contacts and calendars with Outlook
- Attaching emails and meeting notes to relevant entities
- Using OneDrive and SharePoint for document collaboration
- Linking Planner tasks to project or case records
- Configuring Yammer communities for customer engagement
- Sharing reports and dashboards securely within Teams
- Using Power Automate to synchronise data across Microsoft 365 apps
- Setting up secure cross-app access with Azure Active Directory
Module 12: Advanced Analytics and Power BI Integration - Connecting Power BI to Dynamics 365 data sources
- Importing vs DirectQuery: Choosing the right data model
- Building interactive dashboards for executive visibility
- Creating KPIs for sales, service, and operations
- Using slicers and filters for role-based data views
- Applying custom DAX measures for business metrics
- Scheduling automatic report refreshing
- Sharing dashboards securely with stakeholders
- Embedding Power BI reports into Dynamics dashboards
- Setting up data alerts for threshold breaches
Module 13: Custom App Development with Power Apps - Understanding canvas apps vs model-driven apps
- Using Power Apps Studio to design user interfaces
- Connecting apps to Dataverse and external data sources
- Adding buttons, galleries, forms, and data cards
- Writing formulas using Power Fx language
- Testing apps on mobile and desktop devices
- Publishing and managing app versions
- Setting up role-based access to custom apps
- Integrating apps with Teams and SharePoint
- Documenting app functionality for user adoption
Module 14: Change Management and User Adoption - Assessing organisational readiness for transformation
- Building a change coalition with key stakeholders
- Communicating the vision and benefits of Dynamics 365
- Developing role-specific training plans and job aids
- Creating user personas and journey maps
- Running pilot programs with feedback loops
- Measuring adoption with usage analytics
- Addressing resistance with empathy and data
- Establishing super users and internal champions
- Sustaining momentum with continuous improvement cycles
Module 15: Deployment Strategy and Go-Live Planning - Defining deployment scope: Phased, parallel, or big bang rollout
- Preparing data migration plans and mapping legacy fields
- Using data import templates and error resolution workflows
- Cleaning and deduplicating legacy data before migration
- Validating migrated data with reconciliation reports
- Planning user acceptance testing (UAT) scenarios
- Setting up cutover timelines and rollback procedures
- Executing go-live checklists and final health checks
- Monitoring system performance post-deployment
- Scheduling post-launch review meetings and improvement sprints
Module 16: Performance Monitoring, Optimisation & Continuous Improvement - Using system diagnostics to detect performance bottlenecks
- Reviewing audit logs and user activity patterns
- Analysing workflow execution times and failure rates
- Optimising database queries and views for speed
- Managing solution dependencies and technical debt
- Scheduling routine maintenance windows
- Using telemetry data to prioritise enhancements
- Collecting user feedback through in-app surveys
- Running monthly health check audits
- Planning iterative upgrades and feature rollouts
Module 17: Enterprise Scalability and Multi-Organisational Design - Designing for multi-geography and multi-legal entity operations
- Setting up cross-functional business units and teams
- Managing global security roles with inherited permissions
- Handling multi-currency and multi-language configurations
- Aligning regional compliance with central governance
- Integrating Dynamics 365 with third-party APIs
- Using Azure Logic Apps for complex enterprise integrations
- Architecting hybrid environments with on-premise systems
- Scaling cloud infrastructure for high-transaction loads
- Planning for peak usage events and system resilience
Module 18: Compliance, Audit & Risk Management - Aligning with GDPR, HIPAA, SOX, and other regulatory frameworks
- Configuring data residency and storage location rules
- Setting up role-based access control (RBAC) policies
- Enabling field-level security for sensitive information
- Creating audit trails for data changes and access
- Generating compliance reports for internal audit
- Integrating with Microsoft Purview for information protection
- Managing retention policies and legal holds
- Conducting regular access reviews and certifications
- Responding to data subject access requests (DSARs)
Module 19: Strategic Transformation Roadmapping - Conducting a current state assessment of business processes
- Identifying pain points and improvement opportunities
- Defining future state vision with stakeholder alignment
- Mapping processes across departments and systems
- Using SWOT analysis to prioritise transformation initiatives
- Developing a 90-day, 6-month, and 12-month roadmap
- Estimating effort, resources, and costs for each phase
- Securing executive sponsorship and budget approval
- Linking KPIs to business outcomes for accountability
- Presenting the roadmap as a board-ready transformation proposal
Module 20: Certification, Career Advancement & Next Steps - Preparing for the final assessment: Format, timing, structure
- Reviewing key concepts and practical checklists
- Submitting your completed transformation roadmap for evaluation
- Receiving your Certificate of Completion from The Art of Service
- Adding your certification to LinkedIn and CV
- Accessing the private alumni network for continued support
- Connecting with certified practitioners for peer learning
- Exploring advanced certifications and Microsoft credentials
- Building a personal portfolio of implemented projects
- Transitioning from learner to transformation leader-confident, capable, and career-ready
- Core financial modules: General ledger, accounts payable, accounts receivable
- Setting up chart of accounts and financial dimensions
- Managing vendor and customer master data
- Creating purchase orders and processing invoices
- Configuring payment journals and bank reconciliations
- Handling intercompany transactions and currency conversions
- Managing fixed assets and depreciation schedules
- Setting up budgeting and forecasting workflows
- Generating standard financial statements: Income statement, balance sheet, cash flow
- Integrating financial data with Power BI for executive reporting
Module 8: Supply Chain and Inventory Management - Warehouse management: Locations, bins, and inventory movements
- Configuring item groups and tracking inventory levels
- Managing bills of materials and production orders
- Setting up procurement categories and vendor scorecards
- Creating transfer orders between warehouses
- Configuring automatic replenishment rules
- Managing quality control and quarantine processes
- Tracking serial and batch numbers for compliance
- Integrating with logistics providers and shipment tracking
- Using forecasting tools to anticipate demand shifts
Module 9: Project Management and Resource Optimisation - Setting up project records and categorising by type
- Defining project contracts and revenue recognition methods
- Creating project tasks and dependencies
- Assigning resources: Employees, equipment, materials
- Tracking time and expenses using integrated timesheets
- Managing project budgets and forecasting variances
- Using project dashboards for real-time status updates
- Configuring project approvals and change requests
- Integrating with Microsoft Project for Gantt views
- Generating project profitability reports
Module 10: Marketing Automation with Dynamics 365 Marketing - Designing customer segments using dynamic criteria
- Creating marketing forms and landing pages
- Building email marketing campaigns with A/B testing
- Scheduling and tracking campaign performance
- Scoring leads based on engagement and behaviour
- Syncing marketing leads with Sales modules
- Using customer journeys to automate nurturing paths
- Integrating with social media platforms
- Analysing ROI with campaign financials
- Generating customer insight reports using built-in analytics
Module 11: Integration with Microsoft 365 and Teams - Embedding Dynamics 365 records in Microsoft Teams channels
- Creating Teams meetings directly from customer records
- Synchronising contacts and calendars with Outlook
- Attaching emails and meeting notes to relevant entities
- Using OneDrive and SharePoint for document collaboration
- Linking Planner tasks to project or case records
- Configuring Yammer communities for customer engagement
- Sharing reports and dashboards securely within Teams
- Using Power Automate to synchronise data across Microsoft 365 apps
- Setting up secure cross-app access with Azure Active Directory
Module 12: Advanced Analytics and Power BI Integration - Connecting Power BI to Dynamics 365 data sources
- Importing vs DirectQuery: Choosing the right data model
- Building interactive dashboards for executive visibility
- Creating KPIs for sales, service, and operations
- Using slicers and filters for role-based data views
- Applying custom DAX measures for business metrics
- Scheduling automatic report refreshing
- Sharing dashboards securely with stakeholders
- Embedding Power BI reports into Dynamics dashboards
- Setting up data alerts for threshold breaches
Module 13: Custom App Development with Power Apps - Understanding canvas apps vs model-driven apps
- Using Power Apps Studio to design user interfaces
- Connecting apps to Dataverse and external data sources
- Adding buttons, galleries, forms, and data cards
- Writing formulas using Power Fx language
- Testing apps on mobile and desktop devices
- Publishing and managing app versions
- Setting up role-based access to custom apps
- Integrating apps with Teams and SharePoint
- Documenting app functionality for user adoption
Module 14: Change Management and User Adoption - Assessing organisational readiness for transformation
- Building a change coalition with key stakeholders
- Communicating the vision and benefits of Dynamics 365
- Developing role-specific training plans and job aids
- Creating user personas and journey maps
- Running pilot programs with feedback loops
- Measuring adoption with usage analytics
- Addressing resistance with empathy and data
- Establishing super users and internal champions
- Sustaining momentum with continuous improvement cycles
Module 15: Deployment Strategy and Go-Live Planning - Defining deployment scope: Phased, parallel, or big bang rollout
- Preparing data migration plans and mapping legacy fields
- Using data import templates and error resolution workflows
- Cleaning and deduplicating legacy data before migration
- Validating migrated data with reconciliation reports
- Planning user acceptance testing (UAT) scenarios
- Setting up cutover timelines and rollback procedures
- Executing go-live checklists and final health checks
- Monitoring system performance post-deployment
- Scheduling post-launch review meetings and improvement sprints
Module 16: Performance Monitoring, Optimisation & Continuous Improvement - Using system diagnostics to detect performance bottlenecks
- Reviewing audit logs and user activity patterns
- Analysing workflow execution times and failure rates
- Optimising database queries and views for speed
- Managing solution dependencies and technical debt
- Scheduling routine maintenance windows
- Using telemetry data to prioritise enhancements
- Collecting user feedback through in-app surveys
- Running monthly health check audits
- Planning iterative upgrades and feature rollouts
Module 17: Enterprise Scalability and Multi-Organisational Design - Designing for multi-geography and multi-legal entity operations
- Setting up cross-functional business units and teams
- Managing global security roles with inherited permissions
- Handling multi-currency and multi-language configurations
- Aligning regional compliance with central governance
- Integrating Dynamics 365 with third-party APIs
- Using Azure Logic Apps for complex enterprise integrations
- Architecting hybrid environments with on-premise systems
- Scaling cloud infrastructure for high-transaction loads
- Planning for peak usage events and system resilience
Module 18: Compliance, Audit & Risk Management - Aligning with GDPR, HIPAA, SOX, and other regulatory frameworks
- Configuring data residency and storage location rules
- Setting up role-based access control (RBAC) policies
- Enabling field-level security for sensitive information
- Creating audit trails for data changes and access
- Generating compliance reports for internal audit
- Integrating with Microsoft Purview for information protection
- Managing retention policies and legal holds
- Conducting regular access reviews and certifications
- Responding to data subject access requests (DSARs)
Module 19: Strategic Transformation Roadmapping - Conducting a current state assessment of business processes
- Identifying pain points and improvement opportunities
- Defining future state vision with stakeholder alignment
- Mapping processes across departments and systems
- Using SWOT analysis to prioritise transformation initiatives
- Developing a 90-day, 6-month, and 12-month roadmap
- Estimating effort, resources, and costs for each phase
- Securing executive sponsorship and budget approval
- Linking KPIs to business outcomes for accountability
- Presenting the roadmap as a board-ready transformation proposal
Module 20: Certification, Career Advancement & Next Steps - Preparing for the final assessment: Format, timing, structure
- Reviewing key concepts and practical checklists
- Submitting your completed transformation roadmap for evaluation
- Receiving your Certificate of Completion from The Art of Service
- Adding your certification to LinkedIn and CV
- Accessing the private alumni network for continued support
- Connecting with certified practitioners for peer learning
- Exploring advanced certifications and Microsoft credentials
- Building a personal portfolio of implemented projects
- Transitioning from learner to transformation leader-confident, capable, and career-ready
- Setting up project records and categorising by type
- Defining project contracts and revenue recognition methods
- Creating project tasks and dependencies
- Assigning resources: Employees, equipment, materials
- Tracking time and expenses using integrated timesheets
- Managing project budgets and forecasting variances
- Using project dashboards for real-time status updates
- Configuring project approvals and change requests
- Integrating with Microsoft Project for Gantt views
- Generating project profitability reports
Module 10: Marketing Automation with Dynamics 365 Marketing - Designing customer segments using dynamic criteria
- Creating marketing forms and landing pages
- Building email marketing campaigns with A/B testing
- Scheduling and tracking campaign performance
- Scoring leads based on engagement and behaviour
- Syncing marketing leads with Sales modules
- Using customer journeys to automate nurturing paths
- Integrating with social media platforms
- Analysing ROI with campaign financials
- Generating customer insight reports using built-in analytics
Module 11: Integration with Microsoft 365 and Teams - Embedding Dynamics 365 records in Microsoft Teams channels
- Creating Teams meetings directly from customer records
- Synchronising contacts and calendars with Outlook
- Attaching emails and meeting notes to relevant entities
- Using OneDrive and SharePoint for document collaboration
- Linking Planner tasks to project or case records
- Configuring Yammer communities for customer engagement
- Sharing reports and dashboards securely within Teams
- Using Power Automate to synchronise data across Microsoft 365 apps
- Setting up secure cross-app access with Azure Active Directory
Module 12: Advanced Analytics and Power BI Integration - Connecting Power BI to Dynamics 365 data sources
- Importing vs DirectQuery: Choosing the right data model
- Building interactive dashboards for executive visibility
- Creating KPIs for sales, service, and operations
- Using slicers and filters for role-based data views
- Applying custom DAX measures for business metrics
- Scheduling automatic report refreshing
- Sharing dashboards securely with stakeholders
- Embedding Power BI reports into Dynamics dashboards
- Setting up data alerts for threshold breaches
Module 13: Custom App Development with Power Apps - Understanding canvas apps vs model-driven apps
- Using Power Apps Studio to design user interfaces
- Connecting apps to Dataverse and external data sources
- Adding buttons, galleries, forms, and data cards
- Writing formulas using Power Fx language
- Testing apps on mobile and desktop devices
- Publishing and managing app versions
- Setting up role-based access to custom apps
- Integrating apps with Teams and SharePoint
- Documenting app functionality for user adoption
Module 14: Change Management and User Adoption - Assessing organisational readiness for transformation
- Building a change coalition with key stakeholders
- Communicating the vision and benefits of Dynamics 365
- Developing role-specific training plans and job aids
- Creating user personas and journey maps
- Running pilot programs with feedback loops
- Measuring adoption with usage analytics
- Addressing resistance with empathy and data
- Establishing super users and internal champions
- Sustaining momentum with continuous improvement cycles
Module 15: Deployment Strategy and Go-Live Planning - Defining deployment scope: Phased, parallel, or big bang rollout
- Preparing data migration plans and mapping legacy fields
- Using data import templates and error resolution workflows
- Cleaning and deduplicating legacy data before migration
- Validating migrated data with reconciliation reports
- Planning user acceptance testing (UAT) scenarios
- Setting up cutover timelines and rollback procedures
- Executing go-live checklists and final health checks
- Monitoring system performance post-deployment
- Scheduling post-launch review meetings and improvement sprints
Module 16: Performance Monitoring, Optimisation & Continuous Improvement - Using system diagnostics to detect performance bottlenecks
- Reviewing audit logs and user activity patterns
- Analysing workflow execution times and failure rates
- Optimising database queries and views for speed
- Managing solution dependencies and technical debt
- Scheduling routine maintenance windows
- Using telemetry data to prioritise enhancements
- Collecting user feedback through in-app surveys
- Running monthly health check audits
- Planning iterative upgrades and feature rollouts
Module 17: Enterprise Scalability and Multi-Organisational Design - Designing for multi-geography and multi-legal entity operations
- Setting up cross-functional business units and teams
- Managing global security roles with inherited permissions
- Handling multi-currency and multi-language configurations
- Aligning regional compliance with central governance
- Integrating Dynamics 365 with third-party APIs
- Using Azure Logic Apps for complex enterprise integrations
- Architecting hybrid environments with on-premise systems
- Scaling cloud infrastructure for high-transaction loads
- Planning for peak usage events and system resilience
Module 18: Compliance, Audit & Risk Management - Aligning with GDPR, HIPAA, SOX, and other regulatory frameworks
- Configuring data residency and storage location rules
- Setting up role-based access control (RBAC) policies
- Enabling field-level security for sensitive information
- Creating audit trails for data changes and access
- Generating compliance reports for internal audit
- Integrating with Microsoft Purview for information protection
- Managing retention policies and legal holds
- Conducting regular access reviews and certifications
- Responding to data subject access requests (DSARs)
Module 19: Strategic Transformation Roadmapping - Conducting a current state assessment of business processes
- Identifying pain points and improvement opportunities
- Defining future state vision with stakeholder alignment
- Mapping processes across departments and systems
- Using SWOT analysis to prioritise transformation initiatives
- Developing a 90-day, 6-month, and 12-month roadmap
- Estimating effort, resources, and costs for each phase
- Securing executive sponsorship and budget approval
- Linking KPIs to business outcomes for accountability
- Presenting the roadmap as a board-ready transformation proposal
Module 20: Certification, Career Advancement & Next Steps - Preparing for the final assessment: Format, timing, structure
- Reviewing key concepts and practical checklists
- Submitting your completed transformation roadmap for evaluation
- Receiving your Certificate of Completion from The Art of Service
- Adding your certification to LinkedIn and CV
- Accessing the private alumni network for continued support
- Connecting with certified practitioners for peer learning
- Exploring advanced certifications and Microsoft credentials
- Building a personal portfolio of implemented projects
- Transitioning from learner to transformation leader-confident, capable, and career-ready
- Embedding Dynamics 365 records in Microsoft Teams channels
- Creating Teams meetings directly from customer records
- Synchronising contacts and calendars with Outlook
- Attaching emails and meeting notes to relevant entities
- Using OneDrive and SharePoint for document collaboration
- Linking Planner tasks to project or case records
- Configuring Yammer communities for customer engagement
- Sharing reports and dashboards securely within Teams
- Using Power Automate to synchronise data across Microsoft 365 apps
- Setting up secure cross-app access with Azure Active Directory
Module 12: Advanced Analytics and Power BI Integration - Connecting Power BI to Dynamics 365 data sources
- Importing vs DirectQuery: Choosing the right data model
- Building interactive dashboards for executive visibility
- Creating KPIs for sales, service, and operations
- Using slicers and filters for role-based data views
- Applying custom DAX measures for business metrics
- Scheduling automatic report refreshing
- Sharing dashboards securely with stakeholders
- Embedding Power BI reports into Dynamics dashboards
- Setting up data alerts for threshold breaches
Module 13: Custom App Development with Power Apps - Understanding canvas apps vs model-driven apps
- Using Power Apps Studio to design user interfaces
- Connecting apps to Dataverse and external data sources
- Adding buttons, galleries, forms, and data cards
- Writing formulas using Power Fx language
- Testing apps on mobile and desktop devices
- Publishing and managing app versions
- Setting up role-based access to custom apps
- Integrating apps with Teams and SharePoint
- Documenting app functionality for user adoption
Module 14: Change Management and User Adoption - Assessing organisational readiness for transformation
- Building a change coalition with key stakeholders
- Communicating the vision and benefits of Dynamics 365
- Developing role-specific training plans and job aids
- Creating user personas and journey maps
- Running pilot programs with feedback loops
- Measuring adoption with usage analytics
- Addressing resistance with empathy and data
- Establishing super users and internal champions
- Sustaining momentum with continuous improvement cycles
Module 15: Deployment Strategy and Go-Live Planning - Defining deployment scope: Phased, parallel, or big bang rollout
- Preparing data migration plans and mapping legacy fields
- Using data import templates and error resolution workflows
- Cleaning and deduplicating legacy data before migration
- Validating migrated data with reconciliation reports
- Planning user acceptance testing (UAT) scenarios
- Setting up cutover timelines and rollback procedures
- Executing go-live checklists and final health checks
- Monitoring system performance post-deployment
- Scheduling post-launch review meetings and improvement sprints
Module 16: Performance Monitoring, Optimisation & Continuous Improvement - Using system diagnostics to detect performance bottlenecks
- Reviewing audit logs and user activity patterns
- Analysing workflow execution times and failure rates
- Optimising database queries and views for speed
- Managing solution dependencies and technical debt
- Scheduling routine maintenance windows
- Using telemetry data to prioritise enhancements
- Collecting user feedback through in-app surveys
- Running monthly health check audits
- Planning iterative upgrades and feature rollouts
Module 17: Enterprise Scalability and Multi-Organisational Design - Designing for multi-geography and multi-legal entity operations
- Setting up cross-functional business units and teams
- Managing global security roles with inherited permissions
- Handling multi-currency and multi-language configurations
- Aligning regional compliance with central governance
- Integrating Dynamics 365 with third-party APIs
- Using Azure Logic Apps for complex enterprise integrations
- Architecting hybrid environments with on-premise systems
- Scaling cloud infrastructure for high-transaction loads
- Planning for peak usage events and system resilience
Module 18: Compliance, Audit & Risk Management - Aligning with GDPR, HIPAA, SOX, and other regulatory frameworks
- Configuring data residency and storage location rules
- Setting up role-based access control (RBAC) policies
- Enabling field-level security for sensitive information
- Creating audit trails for data changes and access
- Generating compliance reports for internal audit
- Integrating with Microsoft Purview for information protection
- Managing retention policies and legal holds
- Conducting regular access reviews and certifications
- Responding to data subject access requests (DSARs)
Module 19: Strategic Transformation Roadmapping - Conducting a current state assessment of business processes
- Identifying pain points and improvement opportunities
- Defining future state vision with stakeholder alignment
- Mapping processes across departments and systems
- Using SWOT analysis to prioritise transformation initiatives
- Developing a 90-day, 6-month, and 12-month roadmap
- Estimating effort, resources, and costs for each phase
- Securing executive sponsorship and budget approval
- Linking KPIs to business outcomes for accountability
- Presenting the roadmap as a board-ready transformation proposal
Module 20: Certification, Career Advancement & Next Steps - Preparing for the final assessment: Format, timing, structure
- Reviewing key concepts and practical checklists
- Submitting your completed transformation roadmap for evaluation
- Receiving your Certificate of Completion from The Art of Service
- Adding your certification to LinkedIn and CV
- Accessing the private alumni network for continued support
- Connecting with certified practitioners for peer learning
- Exploring advanced certifications and Microsoft credentials
- Building a personal portfolio of implemented projects
- Transitioning from learner to transformation leader-confident, capable, and career-ready
- Understanding canvas apps vs model-driven apps
- Using Power Apps Studio to design user interfaces
- Connecting apps to Dataverse and external data sources
- Adding buttons, galleries, forms, and data cards
- Writing formulas using Power Fx language
- Testing apps on mobile and desktop devices
- Publishing and managing app versions
- Setting up role-based access to custom apps
- Integrating apps with Teams and SharePoint
- Documenting app functionality for user adoption
Module 14: Change Management and User Adoption - Assessing organisational readiness for transformation
- Building a change coalition with key stakeholders
- Communicating the vision and benefits of Dynamics 365
- Developing role-specific training plans and job aids
- Creating user personas and journey maps
- Running pilot programs with feedback loops
- Measuring adoption with usage analytics
- Addressing resistance with empathy and data
- Establishing super users and internal champions
- Sustaining momentum with continuous improvement cycles
Module 15: Deployment Strategy and Go-Live Planning - Defining deployment scope: Phased, parallel, or big bang rollout
- Preparing data migration plans and mapping legacy fields
- Using data import templates and error resolution workflows
- Cleaning and deduplicating legacy data before migration
- Validating migrated data with reconciliation reports
- Planning user acceptance testing (UAT) scenarios
- Setting up cutover timelines and rollback procedures
- Executing go-live checklists and final health checks
- Monitoring system performance post-deployment
- Scheduling post-launch review meetings and improvement sprints
Module 16: Performance Monitoring, Optimisation & Continuous Improvement - Using system diagnostics to detect performance bottlenecks
- Reviewing audit logs and user activity patterns
- Analysing workflow execution times and failure rates
- Optimising database queries and views for speed
- Managing solution dependencies and technical debt
- Scheduling routine maintenance windows
- Using telemetry data to prioritise enhancements
- Collecting user feedback through in-app surveys
- Running monthly health check audits
- Planning iterative upgrades and feature rollouts
Module 17: Enterprise Scalability and Multi-Organisational Design - Designing for multi-geography and multi-legal entity operations
- Setting up cross-functional business units and teams
- Managing global security roles with inherited permissions
- Handling multi-currency and multi-language configurations
- Aligning regional compliance with central governance
- Integrating Dynamics 365 with third-party APIs
- Using Azure Logic Apps for complex enterprise integrations
- Architecting hybrid environments with on-premise systems
- Scaling cloud infrastructure for high-transaction loads
- Planning for peak usage events and system resilience
Module 18: Compliance, Audit & Risk Management - Aligning with GDPR, HIPAA, SOX, and other regulatory frameworks
- Configuring data residency and storage location rules
- Setting up role-based access control (RBAC) policies
- Enabling field-level security for sensitive information
- Creating audit trails for data changes and access
- Generating compliance reports for internal audit
- Integrating with Microsoft Purview for information protection
- Managing retention policies and legal holds
- Conducting regular access reviews and certifications
- Responding to data subject access requests (DSARs)
Module 19: Strategic Transformation Roadmapping - Conducting a current state assessment of business processes
- Identifying pain points and improvement opportunities
- Defining future state vision with stakeholder alignment
- Mapping processes across departments and systems
- Using SWOT analysis to prioritise transformation initiatives
- Developing a 90-day, 6-month, and 12-month roadmap
- Estimating effort, resources, and costs for each phase
- Securing executive sponsorship and budget approval
- Linking KPIs to business outcomes for accountability
- Presenting the roadmap as a board-ready transformation proposal
Module 20: Certification, Career Advancement & Next Steps - Preparing for the final assessment: Format, timing, structure
- Reviewing key concepts and practical checklists
- Submitting your completed transformation roadmap for evaluation
- Receiving your Certificate of Completion from The Art of Service
- Adding your certification to LinkedIn and CV
- Accessing the private alumni network for continued support
- Connecting with certified practitioners for peer learning
- Exploring advanced certifications and Microsoft credentials
- Building a personal portfolio of implemented projects
- Transitioning from learner to transformation leader-confident, capable, and career-ready
- Defining deployment scope: Phased, parallel, or big bang rollout
- Preparing data migration plans and mapping legacy fields
- Using data import templates and error resolution workflows
- Cleaning and deduplicating legacy data before migration
- Validating migrated data with reconciliation reports
- Planning user acceptance testing (UAT) scenarios
- Setting up cutover timelines and rollback procedures
- Executing go-live checklists and final health checks
- Monitoring system performance post-deployment
- Scheduling post-launch review meetings and improvement sprints
Module 16: Performance Monitoring, Optimisation & Continuous Improvement - Using system diagnostics to detect performance bottlenecks
- Reviewing audit logs and user activity patterns
- Analysing workflow execution times and failure rates
- Optimising database queries and views for speed
- Managing solution dependencies and technical debt
- Scheduling routine maintenance windows
- Using telemetry data to prioritise enhancements
- Collecting user feedback through in-app surveys
- Running monthly health check audits
- Planning iterative upgrades and feature rollouts
Module 17: Enterprise Scalability and Multi-Organisational Design - Designing for multi-geography and multi-legal entity operations
- Setting up cross-functional business units and teams
- Managing global security roles with inherited permissions
- Handling multi-currency and multi-language configurations
- Aligning regional compliance with central governance
- Integrating Dynamics 365 with third-party APIs
- Using Azure Logic Apps for complex enterprise integrations
- Architecting hybrid environments with on-premise systems
- Scaling cloud infrastructure for high-transaction loads
- Planning for peak usage events and system resilience
Module 18: Compliance, Audit & Risk Management - Aligning with GDPR, HIPAA, SOX, and other regulatory frameworks
- Configuring data residency and storage location rules
- Setting up role-based access control (RBAC) policies
- Enabling field-level security for sensitive information
- Creating audit trails for data changes and access
- Generating compliance reports for internal audit
- Integrating with Microsoft Purview for information protection
- Managing retention policies and legal holds
- Conducting regular access reviews and certifications
- Responding to data subject access requests (DSARs)
Module 19: Strategic Transformation Roadmapping - Conducting a current state assessment of business processes
- Identifying pain points and improvement opportunities
- Defining future state vision with stakeholder alignment
- Mapping processes across departments and systems
- Using SWOT analysis to prioritise transformation initiatives
- Developing a 90-day, 6-month, and 12-month roadmap
- Estimating effort, resources, and costs for each phase
- Securing executive sponsorship and budget approval
- Linking KPIs to business outcomes for accountability
- Presenting the roadmap as a board-ready transformation proposal
Module 20: Certification, Career Advancement & Next Steps - Preparing for the final assessment: Format, timing, structure
- Reviewing key concepts and practical checklists
- Submitting your completed transformation roadmap for evaluation
- Receiving your Certificate of Completion from The Art of Service
- Adding your certification to LinkedIn and CV
- Accessing the private alumni network for continued support
- Connecting with certified practitioners for peer learning
- Exploring advanced certifications and Microsoft credentials
- Building a personal portfolio of implemented projects
- Transitioning from learner to transformation leader-confident, capable, and career-ready
- Designing for multi-geography and multi-legal entity operations
- Setting up cross-functional business units and teams
- Managing global security roles with inherited permissions
- Handling multi-currency and multi-language configurations
- Aligning regional compliance with central governance
- Integrating Dynamics 365 with third-party APIs
- Using Azure Logic Apps for complex enterprise integrations
- Architecting hybrid environments with on-premise systems
- Scaling cloud infrastructure for high-transaction loads
- Planning for peak usage events and system resilience
Module 18: Compliance, Audit & Risk Management - Aligning with GDPR, HIPAA, SOX, and other regulatory frameworks
- Configuring data residency and storage location rules
- Setting up role-based access control (RBAC) policies
- Enabling field-level security for sensitive information
- Creating audit trails for data changes and access
- Generating compliance reports for internal audit
- Integrating with Microsoft Purview for information protection
- Managing retention policies and legal holds
- Conducting regular access reviews and certifications
- Responding to data subject access requests (DSARs)
Module 19: Strategic Transformation Roadmapping - Conducting a current state assessment of business processes
- Identifying pain points and improvement opportunities
- Defining future state vision with stakeholder alignment
- Mapping processes across departments and systems
- Using SWOT analysis to prioritise transformation initiatives
- Developing a 90-day, 6-month, and 12-month roadmap
- Estimating effort, resources, and costs for each phase
- Securing executive sponsorship and budget approval
- Linking KPIs to business outcomes for accountability
- Presenting the roadmap as a board-ready transformation proposal
Module 20: Certification, Career Advancement & Next Steps - Preparing for the final assessment: Format, timing, structure
- Reviewing key concepts and practical checklists
- Submitting your completed transformation roadmap for evaluation
- Receiving your Certificate of Completion from The Art of Service
- Adding your certification to LinkedIn and CV
- Accessing the private alumni network for continued support
- Connecting with certified practitioners for peer learning
- Exploring advanced certifications and Microsoft credentials
- Building a personal portfolio of implemented projects
- Transitioning from learner to transformation leader-confident, capable, and career-ready
- Conducting a current state assessment of business processes
- Identifying pain points and improvement opportunities
- Defining future state vision with stakeholder alignment
- Mapping processes across departments and systems
- Using SWOT analysis to prioritise transformation initiatives
- Developing a 90-day, 6-month, and 12-month roadmap
- Estimating effort, resources, and costs for each phase
- Securing executive sponsorship and budget approval
- Linking KPIs to business outcomes for accountability
- Presenting the roadmap as a board-ready transformation proposal