Dynamics 365 Customer Engagement For Service Training Certification — Lesson 1: Foundations, Architecture, and Use Cases

Topics Covered

• Dynamics 365 application architecture and business processes
• Data model, tables, forms, views, and security roles
• Configuration, customization, workflows, and automation
• Integration with Power Platform and Microsoft 365
• Roles, prerequisites, terminology, and success criteria
• Business and technical requirement mapping
• Solution boundaries, dependencies, and assumptions

Practical Activity

Analyze a representative use case, document requirements, and create a solution or platform map.

• Document assumptions, selected features or services, and expected outcomes.
• Record validation evidence, risks, dependencies, and corrective actions.
• Summarize the decision in a reusable implementation or operations note.

Lesson Outcome

Learners can explain and apply the lesson topics within a realistic Microsoft Dynamics 365 scenario.