Diploma in Dynamics 365

1. Introduction to Dynamics 365

• Overview of Dynamics 365: Understanding the purpose, benefits, and key components of Dynamics 365.
• Understanding the Dynamics 365 Ecosystem: Exploring the various applications and services within the Dynamics 365 suite.
• Navigating the Dynamics 365 Interface: Familiarizing yourself with the user interface, navigation, and basic features.

2. Sales Module in Dynamics 365

• Managing Leads and Opportunities: Learning how to manage and track customer interactions and sales processes.
• Working with Sales Entities: Understanding the key entities in the sales module like accounts, contacts, leads, opportunities, and products.
• Sales Process Automation: Learning how to automate sales tasks and processes using workflows and business process flows.

3. Customer Service Module in Dynamics 365

• Managing Cases and Interactions: Learning how to track customer issues and requests, and manage interactions.
• Service Level Agreements (SLAs): Understanding how to define and manage SLAs for service delivery.
• Knowledge Management: Learning how to use the knowledge base to create and share knowledge articles.

4. Marketing Module in Dynamics 365

• Creating and Managing Marketing Lists: Learning how to segment customers into marketing lists for targeted marketing.
• Designing Email Marketing Campaigns: Understanding how to create and send email marketing campaigns.
• Event Management: Learning how to manage customer-focused events.

5. Field Service Module in Dynamics 365

• Scheduling and Dispatching Work Orders: Learning how to manage work orders, schedule services, and dispatch technicians.
• Managing Resources and Territories: Understanding how to manage service resources and territories.
• Service Agreements and Inventory Control: Learning how to manage service agreements and control inventory.

6. Finance and Operations Module in Dynamics 365

• Financial Management: Understanding financial management capabilities including general ledger, accounts payable, accounts receivable, and budgeting.
• Supply Chain Management: Learning about managing the supply chain including product information, inventory, warehouse, and transportation management.
• Project Management and Accounting: Understanding how to manage projects and project accounting.

7. Power Platform Integration

• Power Apps for Custom Applications: Learning how to build custom applications with Power Apps.
• Power Automate for Workflow Automation: Understanding how to automate business processes with Power Automate.
• Power BI for Data Visualization and Reporting: Learning how to analyze data, build reports, and create dashboards with Power BI.

8. Security and Administration

• Managing Users and Security Roles: Understanding how to manage users, teams, and security roles.
• Data Management and Imports: Learning how to manage data and perform data imports.
• System Administration and Settings: Understanding system settings, administration, and customization options.

9. Advanced Topics

• AI Builder for AI Models: Learning how to use AI Builder to build and use AI models.
• Dynamics 365 Remote Assist: Understanding how to use Remote Assist for mixed reality collaboration.
• Dynamics 365 Guides: Learning how to create interactive guides with Dynamics 365 Guides.

10. Capstone Project

• A comprehensive project that requires students to apply all the skills learned in the course. This will involve building a complete solution using Dynamics 365 and the Power Platform.