This training program techs professionals detailed hands-on experience of setting up, customizing, configuring and maintaining the components of Microsoft Dynamics 365 Customer Engagement.

Professionals who attend this training program will gain an in-depth acknowledging of the Dynamics 365 security model, learn how to customize the Dynamics 365 framework, create and maintain business process flows, create custom business applications and use solutions to package and deploy customizations across multiple Dynamics 365 environments.

The training program applies to Microsoft Dynamics 365 Customer Engagement Version 9.* (Online and On-premise deployments).

All of our training programs have been quality tested by ProCert Training programware Testing.


Radiant Teachlearning offers Microsoft Dynamics 365 Customization and Configuration Training Program in Classroom and Virtual instructor Led/Online mode.


Duration: 3 days


Learning Objectives

After accomplishing this training program, professionals will be able to:

  • Acknowledge the tools and features that exist in Microsoft Dynamics 365 Customer Engagement
  • Be able to configure and customize the out of the box Apps and Hubs in Microsoft Dynamics 365, including the Sales and Customer Service Apps
  • Create a custom model driven Unified Client Interface (UCI) App using the App Designer and Site Map Designer
  • Be aware of integrating complimenting Microsoft products for example SharePoint, Skype for Business, Exchange and OneNote
  • Undertake and carry out the initial setup and configuration required in a Microsoft Dynamics 365 deployment
  • Configure Auditing in Dynamics 365 and the Office 365 Security and Compliance Center
  • Design and configure a comprehensive Security model using the inbuilt tools in Microsoft Dynamics 365
  • Create a custom Dynamics 365 model including custom Entities, Fields and Relationships
  • Acknowledge the concept of Virtual Entities to integrate external data in Dynamics 365
  • Design custom Forms, Quick View Forms, Quick Create Forms and Card Forms
  • Create custom System Views, Personal Views and Public Views
  • Acknowledge the differences when customizing the Web, UCI and Outlook interfaces
  • Create System Charts, Dashboards and Interactive Experience Dashboards
  • Create and manage Business Rules using the Business Rule Designer
  • Plan, design and implement best practice Workflow, Business Process Flows and Custom Actions
  • Be able to apply best practice methodology using Unmanaged and Managed Solutions to deploy Microsoft Dynamics 365 customizations and patches


Before attending this training program, professionals must have:

Ideally a working knowledge of Microsoft .Net and Visual Studio AndIt is recommended all professionals successfully complete the ‘Introduction to Microsoft Dynamics 365’ training program


Audience Profile

This training program is intended for Information workers, IT Professionals and Developers. Professionals should have an existing working knowledge of either Microsoft Dynamics 365 or Microsoft Dynamics CRM.  As a minimum, professionals should attend the prerequisite training program ‘Introduction to Microsoft Dynamics 365’.

Course Content

Lesson 1: Introduction

This lesson provides the attendee with an introduction to the concept of customizing and configuring the Microsoft Dynamics 365 Customer Engagement.


  • Getting familiar with the versions of Microsoft Dynamics 365
  • Get acquainted with the Dynamics 365 framework
  • Review the Dynamics 365 Devices, Apps and Hubs
  • Acknowledge the tools for Dynamics 365 customizers
  • A brief overview of Solutions
  • Acknowledge the differences between Dynamics 365 organizations and environments
  • Review further reading and resources
  • Set up the lab environment

Lab: Setting up your Lab environment

  • Setup your Lab and install sample data

After accomplishing this lesson, professionals will be able to:

  • Acknowledge the different components of Microsoft Dynamics 365
  • Learn the features of Microsoft Dynamics 365 for Customer Engagement
  • Be introduced to the Dynamics 365 Framework
  • Be aware of the different Apps and Hubs in Microsoft Dynamics 365
  • Be introduced to some of the inbuilt tools for Customizers
  • Acknowledge about the significance of Solutions in Microsoft Dynamics 365
  • Be aware of the fundamentals of Organisations and Environments


Lesson 2: Initial Setup and Configuration

This lesson presents some of the most common features that require setup and configuration in Microsoft Dynamics 365.


  • An introduction to Dynamics 365 Admin Center
  • An introduction to Dynamics 365 Deployment Manager
  • An introduction to the Power Platform Admin Center
  • Review the System Settings area
  • Acknowledge how to configure Auto Save Settings
  • Acknowledge how to configure Format Settings
  • Acknowledge how to configure Email Settings
  • Acknowledge how to configure Skype Integration
  • Acknowledge how to configure SharePoint Integration
  • Acknowledge how to configure OneNote Integration
  • Acknowledge how to configure Auditing

Lab: Configure Dynamics 365 System Settings

  • Configure Auto Save Settings
  • Configure Formatting Settings
  • Configure Email Settings

Lab: Configure Dynamics 365 Audit Settings

  • Enable Auditing in Dynamics 365
  • Enable Auditing for an Entity
  • Configure Auditing for a Field

After accomplishing this lesson, professionals will be able to:

  • Perform the steps necessary to setup and configure Microsoft Dynamics 365 Customer Engagement
  • Be able to configure Systems Settings including Auto Save, Formatting options and Email Settings
  • Be aware of integration Microsoft Dynamics 365 with SharePoint, Skype for Business and Exchange
  • Configure Auditing in Microsoft Dynamics 365 Customer Engagement


Lesson 3: Security

This lesson highlights the essential of managing and maintaining a robust security model in Microsoft Dynamics 365 by stepping through how to configure Business Units, Security Roles, Users and Teams. Access Teams and Hierarchy Security are also considered.


  • Design and configure Business Units
  • Configure Security Roles
  • Manage Users and Teams
  • Implement Access Teams
  • Configure Hierarchy Security

Lab: Business Units, Configure Users, Access Levels and Security Roles

  • Add new Users in Dynamics 365
  • Create new Business Units
  • Copy a Security Role and Configure Access Levels
  • Assign Users to Security Roles
  • Login to Dynamics 365 as a different User to test permissions

Lab: Configure Access Teams

  • Configure an Entity to be used in Access Teams
  • Create an Access Team Template
  • Configure a Sub-Grid to use an Access Team

Lab: Configure a Management Hierarchy

  • Enable Hierarchy Security
  • Configure a Manager Hierarchy

After accomplishing this lesson, professionals will be able to:

  • Manage Security features in Microsoft Dynamics 365
  • Configure Business Units, Security Roles, Access Levels, Users and Teams
  • Know the difference between Teams and Access Teams
  • Configure Manager and Position Hierarchy Security


Lesson 4: Creating and Managing Entities

In this lesson we will emphasis on customizing the Microsoft Dynamics 365 model, including Entities, Relationships, Fields and Forms which can be customized and extended using powerful inbuilt tools.


  • Introduction to the Dynamics 365 model
  • Review the different Entity Types
  • Create new Custom Entities
  • Managing Entity Ownership
  • Managing Entity Properties
  • Custom Entity Security
  • Virtual Entities
  • Review Entities and Solutions

Lab: Creating and Managing Entities

  • Creating a new Solution
  • Create Custom Entities and configure Entity properties
  • Add existing System Entities to a Solution
  • Configure permissions for Custom Entities

After accomplishing this lesson:

  • Acknowledge Microsoft Dynamics 365 Model fundamentals
  • Know the different Entity Types
  • The process to create new Custom Entities
  • Manage Entity Properties
  • The significance of Virtual Entities
  • Configure Entity Security
  • Manage Entity customizations with Solutions


Lesson 5: Customizing Fields

This lesson presents the different Field types that exist in Microsoft Dynamics 365 including special Fields like Calculated and Rollup Fields. The Business Rule Designer also introduced together with Field Level Security.


  • Introduction to Field Customization
  • Acknowledge the different Field Types
  • Review Field Formats
  • Create a new Field
  • Review Fields and Solutions
  • Implement a Calculated Field
  • Configure Field Level Security

Lab: Creating and Managing Fields

  • Creating Fields
  • Create a Global Option Set

Lab: Creating a Calculated Field

  • Creating a Calculated Field
  • Add Fields to an Entity Form

Lab: Configuring Field Level Security

  • Enable a Field for Field Level Security
  • Configure a Field Security Profile

After accomplishing this lesson:

  • Acknowledge the process to customize Fields in Microsoft Dynamics 365
  • Know the different Field Types and Formats
  • Be able to manage Field customizations using Solutions
  • Create a Calculated Field
  • Configure Field Level Security
  • Calculated Fields
  • Use the Business Rule Designer to configure Field validation


Lesson 6: Customizing Relationships and Mappings

This lesson provides an overview of the different types of Relationships that can be created in Microsoft Dynamics 365. Relationship Behaviors and Mappings are also considered.


  • Introduction to Relationships
  • Review the different Relationship Types
  • Create a Relationship
  • Review Relationships and Solutions
  • Acknowledge Relationship Behaviour
  • Implement a Hierarchy Relationship
  • Configure Field Mappings

Lab: Create Entity Relationships

  • Create Entity Relationships
  • Configure Relationship Behaviour

Lab: Create a Hierarchical Relationship

  • Configure a Hierarchical Relationship

Lab: Configure Field Mappings

  • Configure Field Mappings

After accomplishing this lesson:

  • Acknowledge the different Relationship Types
  • Be able to create a 1 to Many and Many to Many Relationship
  • Know how to manage Relationship customizations using Solutions
  • Acknowledge how to configure Relationship Behaviour
  • Know how to create a Hierarchical Relationships
  • Be able to configure Field Mappings


Lesson 7: Customizing Forms, Views and Visualizations

This lesson steps through the process to create, customize and configure Forms, Views, Charts and Dashboards in Microsoft Dynamics 365 Customer Engagement.


  • The process to create a new Form
  • Review the different Form types
  • Using the Form Designer
  • Customizing the Main, Quick View, Quick Create and Card Forms
  • Configure Form Security
  • Review the different View types
  • Customizing System Views
  • Configure the Editable Grid
  • Customizing System Charts and Dashboards

Lab: Customizing Forms

  • Customising Forms
  • Create a Quick Create Form
  • Create a Quick View Form

Lab: Configuring System Views

  • Create Custom System Views

Lab: Configuring Charts and Dashboards

  • Configure a System Chart
  • Construct a System Dashboard

After accomplishing this lesson:

  • Know the various Form Types in Microsoft Dynamics 365
  • Be able to customize existing Forms and create new custom Forms
  • Configure Form Security
  • Be able to customize Views and create new custom System Views
  • Be able to customize Charts and create new custom System Charts
  • Be able to customize Dashboards and create new custom System Dashboards


Lesson 8: The Unified Client Interface (UCI)

This lesson looks at the Unified Client Interface (UCI) in Microsoft Dynamics 365, including using the App Designer to create custom Apps and customize an out of the box UCI App such as the Sales Hub and Customer Service Hub.


  • Introduction to the UCI
  • The App Designer
  • Using the Sitemap Designer
  • Configuring UCI Apps
  • Managing Apps in Solutions

Lab: Customizing an existing UCI App

  • Use the App Designer to customize an existing UCI App

Lab: Build a custom Event Management UCI App

  • Use the App Designer to build a custom UCI App

After accomplishing this lesson:

  • The App Designer
  • Using the Sitemap Designer
  • Configuring UCI Apps
  • Managing Apps in Solutions


Lesson 9: Processes: Workflows, Business Process Flows and Custom Actions

In this lesson you will learn how to create and maintain Workflows, Business Process Flows and Custom Actions in Microsoft Dynamics 365.


  • Introduction to Processes
  • Workflow
  • Business Process Flows
  • Custom Actions

Lab: Create a Workflow

  • Create a Workflow
  • Define when a Workflow Starts
  • Adding Workflow Steps
  • Activating a Workflow

Lab: Create a Business Process Flow

  • Create a Business Process Flow
  • Add Stages to a Business Process Flow
  • Add Data and Action Steps to a Business Process Flow
  • Configure Branching Logic in a Business Process Flow
  • Configure Security for a Business Process Flow

After accomplishing this lesson:

  • Apply best practice when designing and implementing business process automation in Microsoft Dynamics 365
  • Acknowledge the different types of ‘Processes’ in Dynamics 365
  • Create a Workflow to perform various actions
  • Create a Business Process Flow to guide a user through a business process
  • Acknowledge the benefits of Custom Actions


Lesson 10: Solution Management

In this lesson you will learn how to create and manage Solutions in Microsoft Dynamics 365 Customer Engagement. Solutions act as a container for professional’s customizations, allowing professionals to easily package, deploy and manage changes to multiple Microsoft Dynamics 365 environments.


How to

  • An introduction to Solution Management
  • Administer and add components in a Solution
  • The differences between unmanaged and managed Solutions
  • Export and import a Solution
  • Set Managed Properties for a Solution
  • What happens when you delete a Solution
  • Clone a Solution Patch
  • Clone a Solution

Lab: Solution Management

  • Export an Unmanaged Solution
  • Import an Unmanaged Solution
  • Configuring Managed Properties
  • Export and Import Managed Solutions
  • Create a Solution Patch
  • Clone a Solution

After accomplishing this lesson:

  • Acknowledge Solution principals in Microsoft Dynamics 365 Customer Engagement
  • Add and update Solution Components
  • Know the difference between Unmanaged Solutions and Managed
  • Acknowledge the Export and Import process
  • Know how to apply Managed Properties
  • Know how to manage and maintain Solution releases using ‘Clone as Patch’ and ‘Clone as Solution’


Q: What is customization and configuration in MS CRM?


A: In CRM, customizing usually refers to CRM extensions, which may require custom coding or development utilizing the CRM Software Development Kit (SDK). On the other hand, configuring refers to the ability to adopt Out of the Box functionalities to achieve business goals.


Q: What customizations can be done to CRM?


A: Following customization can be done to CRM:-

  • Create custom entities, fields, and forms.
  • Modify dashboards.
  • Create customized business process flows.
  • Customize logic for workflows.
  • Expand standard views or build custom views.


Q: What is Microsoft Dynamics 365 customer engagement?


A: Microsoft Dynamics 365 Customer Engagement (CE) is a leading cloud-based customer relationship management (CRM) business solution that can help you drive sales productivity as well as improve the value of your marketing efforts with the help of social insights, business intelligence, and campaign management.


Q: What is the use of dynamics 365?


A: Dynamics 365 is a collection of apps capable of managing any business process, from sales and operations to accounting and HR. The apps can be used individually or collectively which is depending on the unique needs of your business and because of this you can adapt the best solution to fulfill your individual requirements.


Q: How do you ensure the quality of training program?


A: Radiant has highly intensive selection criteria for Technology Trainers & Consultants, who deliver you training programs. Our trainers & consultants undergo rigorous technical and behavioral interview and assessment process before they are on boarded in the company. 

Our Technology experts / trainers & consultant carry deep dive knowledge in the technical subject & are certified from the OEM.

Our training programs are practical oriented with 70% – 80% hands on the training technology tool.  Our training program focuses on one-on-one interaction with each participant, latest content in curriculum, real time projects and case studies during the training program. 

Our faculty will provide you the knowledge of each course from fundamental level in an easy way and you are free to ask your doubts any time from your respective faculty.

Our trainers have patience and ability to explain difficult concepts in simplistic way with depth and width of knowledge.

To ensure quality learning, we provide support session even after the training program. 


Q: What if I/we have doubts after attending your training program?


A: Radiant team of experts would be available on the email to answer your technical queries, even after the training program.

We also conduct a 3 – 4 hours online session after 2 weeks of the training program, to respond on your queries & project assigned to you.  


Q: If I face technical difficulty during the class what should I do?


A: Technical issues are unpredictable and might occur with you as well. Participants have to ensure that they have the system with required configuration with good internet speed to access online labs.  

If the problem still persists or you face any challenge during the class then you can report to us or your trainer. In that case Radiant would provide you the recorded session of that particular day. However, those recorded sessions are not meant only for personal consumption and NOT for distribution or any commercial use. 


Q: Does this training program include any project?


A: Yes, Radiant will provide you the most updated, high valued and relevant real time projects and case studies in each training program. 

We included projects in each training program from fundamental level to advance level so that you don’t have to face any difficulty in future. You will work on highly exciting projects and that will upgrade your skill, knowledge and industry experience.


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