Dynamics 365
Dynamics 365 is a portfolio of intelligent business applications that delivers superior operational efficiency and breakthrough customer experiences enabling businesses to become more agile and reduce complexity without increasing costs.
Cloud computing is one of the fastest-growing technology in this modern era. Becoming a Microsoft Azure certified professional is the most demanding certification path in the cloud market.
Microsoft Dynamics 365 is a set of enterprise accounting and sales software products offered by Microsoft. Its flagship product, Dynamics GP, was founded in 1981.
Applications
Microsoft Dynamics is largely made up of products developed by companies that Microsoft acquired: Dynamics GP (formerly Great Plains), Dynamics NAV (formerly Navision; now forked into Dynamics 365 Business Central), Dynamics SL (formerly Solomon), and Dynamics AX (formerly Axapta; now forked into Dynamics 365 Finance and Operations). The various products are aimed at different market segments, ranging from small and medium-sized businesses (SMBs) to large organizations with multi-language, currency, and legal entity capability. In recent years Microsoft Dynamics ERP has focused its marketing and innovation efforts on SaaS suites.
Overview
This certification covers the features and capabilities of finance and operations apps.
As a candidate for this certification, you should have:
- General knowledge of or relevant working experience with an IT environment.
- A fundamental understanding of financial principles and business operations.
You may be eligible for ACE college credit if you pass this certification exam. See ACE college credit for certification exams for details.
Skills measured
- Describe Dynamics 365 Supply Chain Management
- Describe Dynamics 365 Finance
- Describe Dynamics 365 Commerce
- Describe Dynamics 365 Human Resources
- Describe Dynamics 365 Project Operations
- Describe the finance and operations core functionality
Overview
As a candidate for this certification, you aspire to understand how customer engagement apps (CRM) for Dynamics 365 can be used to:
- Unify profiles and tailor targeted customer journeys by using Dynamics 365 Customer Insights apps.
- Efficiently assist users through the complete sales order lifecycle by using Dynamics 365 Sales.
- Assist agents with case management through the complete customer support lifecycle by using Dynamics 365 Customer Service.
- Schedule and complete work orders by using Dynamics 365 Field Service.
- Evaluate how Copilot can assist with each of these.
The certification is intended for you if you’re seeking to start your journey using Dynamics 365 CRM solutions.
You can use this certification to prepare for role-based or specialty certifications, but it’s not a prerequisite for any of them.
Skills measured
- Describe Dynamics 365 Customer Insights
- Describe Dynamics 365 Sales
- Describe Dynamics 365 Customer Service
- Describe Dynamics 365 Field Service
- Explore the core capabilities of customer engagement apps in Dynamics 365
Overview
As a candidate for this certification, you’re a functional consultant who implements core application setup processes for small and medium businesses. You configure the application in collaboration with the implementation team to provide the business with manageability and ease of use.
You implement and configure Microsoft Dynamics 365 Business Central including:
- Setting up core functionality and modules, including:
- Financial management
- Sales
- Purchasing
- Inventory
- Migrating data to Business Central.
You have applied knowledge of meeting business needs by specializing in one or more feature sets of Business Central.
As a candidate, you may configure role centers including adapting insights, cues, action tiles, reports, and charts. You also may expand functionality by using extensions.
You also understand how Business Central connects to:
- Microsoft 365
- Microsoft Power Platform
- Dynamics 365
You may be eligible for ACE college credit if you pass this certification exam. See ACE college credit for certification exams for details.
Skills measured
- Set up Business Central
- Configure financials
- Configure sales and purchasing
- Perform Business Central operations
Overview
As a candidate for this exam, you implement solutions that provide insights into customer profiles and that track engagement activities to help improve customer experiences. You should have firsthand experience with:
- Dynamics 365 Customer Insights – Data
- Microsoft Power Query
- Microsoft Dataverse
- Microsoft Azure Data Lake Storage
- Azure Data Factory pipelines
You should also have direct experience with practices related to:
- Privacy, compliance, and consent
- Security
- Responsible AI
As a candidate for this exam, you need experience with data processes related to:
- Preparation
- Matching
- Segmentation
- Enhancement
- Deduplication
You should have a general understanding of:
- Azure Machine Learning
- Azure Synapse Analytics
- Azure architecture
Skills measured
- Describe Dynamics 365 Customer Insights – Data
- Ingest data
- Create customer profiles through data unification
- Implement AI predictions
- Configure measures and segments
- Configure third-party connections
- Administer Customer Insights – Data
Overview
As a candidate for this certification, you’re a Microsoft Dynamics 365 Customer Insights – Journeys functional consultant.
You’re responsible for implementing solutions that:
- Engage with and convert leads.
- Orchestrate marketing experiences.
- Personalize marketing messaging.
- Deliver marketing insights.
You’re responsible for:
- Configuring the core marketing application to include segmentation, email and text message marketing, and interactive journeys.
- Lead nurturing with personalized experiences, events, surveys, lead scoring, and analytics.
- Maintaining compliance and consent policies.
As a candidate, you should have some knowledge of marketing principles and the Dynamics 365 Customer Insights – Journeys application’s role in relationship to the Dynamics 365 suite of applications, including interoperability with:
- Dynamics 365 Customer Insights – Data
- Microsoft Power Platform
- Dynamics 365 Customer Voice
- Dynamics 365 Sales
- Microsoft Teams
You should understand:
- Industry terminology
- Industry processes
- Best practices
Skills measured
- Configure Dynamics 365 Customer Insights – Journeys
- Manage segments and preferences
- Manage leads, contacts, and accounts
- Manage marketing channels
- Manage journeys
- Manage events and webinars
Overview
As a candidate for this certification, you’re a functional consultant with customer service expertise. You’re responsible for implementing solutions that focus upon:
- Customer service
- Quality
- Reliability
- Efficiency
- Customer satisfaction
You design and implement service management processes and automation in collaboration with solution architects and developers. You coordinate with customer engagement administrators to implement and upgrade customer service components including:
- Omnichannel engagement
- Collaboration
- Knowledge management
- Customer feedback
- Connected services
You must have strong applied knowledge of customer service including in-depth understanding of cases, knowledge management, queues, entitlements, resource scheduling, service-level agreements (SLAs), AI insights and visualizations, connected services, Microsoft Copilot Studio, Customer Service applications, Customer Voice, basic and unified routing, and Omnichannel for Customer Service.
As a functional consultant, your knowledge should include:
- Comprehensive understanding of the customer service application’s role in relationship to the Dynamics 365 suite of apps.
- Basic understanding of the solution architecture.
Skills measured
- Manage cases and Knowledge Management
- Manage entitlements and SLAs
- Implement scheduling
- Implement multi-session experiences for Customer Service
- Manage analytics and insights
- Implement Microsoft Power Platform
- Implement Connected Customer Service
- Implement routing
Overview
As a candidate for this certification, you’re a Microsoft Dynamics 365 Field Service functional consultant. You’re responsible for implementing solutions that:
- Schedule resources to meet customer requirements.
- Optimize resources by matching skills, locations, and availability.
- Equip frontline workers with the information and tools to deliver great service.
- Build a service history of customer assets.
You’re responsible for:
- Configuring the default administration areas of the Field Service application.
- Configuring resources and scheduling.
- Configuring service agreements and booking setups.
- Managing work orders, incident types, and booking setups.
- Managing customer assets.
- Deploying and configuring the Field Service mobile app.
- Tailoring Field Service based on customer requirements.
As a candidate, you should have a basic understanding of field service principles and the role the Field Service app plays in relationship to the Dynamics 365 suite of applications, including integration of:
- Microsoft Power Platform
- Dynamics 365 Customer Service
- Microsoft 365 apps
- Microsoft Teams
- Dynamics 365 Remote Assist
- Dynamics 365 Guides
- Microsoft Azure IoT
You should understand:
- Industry terminology
- Field service processes
- Work order lifecycle
- Best practices
Skills measured
- Configure field service applications
- Manage work orders
- Schedule and dispatch work orders
- Manage the Field Service mobile app
- Manage inventory and purchasing by using the built-in inventory management system
- Manage Connected Field Service and customer assets
- Implement Microsoft Power Platform
As a candidate for this exam, you analyze business requirements and translate them into fully realized business processes and solutions that implement industry-recommended practices. You have a fundamental understanding of accounting principles and a deeper understanding of financial operations as they relate to:
- Core finance
- Manufacturing
- Retail
- Supply chain management operations
As a candidate for this exam, you specialize in one or more feature sets of Dynamics 365 Finance including core finance, general ledger, tax, cost accounting, cost management, fixed assets, asset leasing, budgeting, revenue recognition, consolidation and elimination, credit and collections, cash and bank management, and expense management. You understand the relationships between:
- Finance and manufacturing
- Retail
- Supply chain management
Overview
As a candidate for this certification, you’re a Microsoft Dynamics 365 functional consultant with sales expertise. You’re responsible for implementing solutions that meet the business requirements of an organization, large or small. You’re also responsible for identifying potential process efficiencies and improvements that could be achieved by using Dynamics 365 Sales and wider Microsoft Power Platform features. This may include supporting a sales lifecycle to run effectively and assisting the sales team to:
- Achieve revenue targets.
- Execute business strategies.
- Meet an organization’s objectives.
You’re responsible for configuring and expanding the core sales application functionality to create scalable customer solutions which support, automate, and accelerate the company’s sales process. You’ll use your knowledge of Microsoft Power Platform and the common customer engagement capabilities in Dynamics 365 to inform the solution design where the following are required:
- Integrations
- Business process flows
- Visualizations
- Custom applications
As a candidate, you should:
- Have strong business knowledge of sales processes for business-to-customer and business-to-business scenarios.
- Understand the sales process of the customer as well as the core functionality of Dynamics 365 Sales to identify where the two align and differ.
- Be proficient in configuring Microsoft Power Platform, primarily model-driven apps.
- Have knowledge of Microsoft 365 services and their interactions with Microsoft Dataverse.
Skills measured
- Configure Dynamics 365 Sales
- Manage core sales features
- Configure additional tools and services
and SAP HANA certifications
Candidates for this exam are supply chain management functional consultants who design and configure Dynamics 365 Supply Chain Management and related tools and technologies to meet the requirements for a customer. They analyze business requirements and translate those requirements into fully realized business processes and solutions that implement industry-recommended practices. Candidates partner with architects, developers, consultants, and other stakeholders to deliver solutions that meet or exceed the needs of their customers.
Candidates implement product information management, sales and procurement processes, inventory and warehouse management, master planning, asset management, and transportation management.
As a candidate for this exam, you’re a developer who works with finance and operations apps in Microsoft Dynamics 365 to implement and extend applications that meet the requirements of a business. You provide fully realized solutions by using:
- Standardized application coding patterns
- Extensible features
- External integrations
As a candidate for this exam, you do the following:
- Develop business logic by using X++.
- Create and modify finance and operations app reports and workspaces.
- Customize user interfaces.
- Provide endpoints and APIs to support Microsoft Power Platform apps and external systems.
- Perform testing.
- Monitor performance.
- Analyze and manipulate data.
You also create technical designs and implementation details, and implement permission policies and security requirements.
You should have a deep knowledge and experience using the underlying framework, data structures, and objects associated with the finance and operations solutions.
You should have experience with products and services that include Microsoft Visual Studio, Power Apps, Power Automate, Azure DevOps, Lifecycle Services tools, Microsoft Azure, Postman, GitHub, Microsoft 365, reporting tools [for example, SQL Server Reporting Services (SSRS), Power BI], and SQL Server Management Studio.
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Career options for this course.
- Service Desk Analyst
- Data Support Technician
- Help Desk Tech
- Desktop Support Administrator
- Technical Support Specialist
- End User Computing Technician
- Field Service Technician
- Associate Network Engineer
- System Support Specialist
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