Processes in Dynamics 365 Customer Engagement — Lesson 1: Process Discovery and Dynamics 365 Foundations

Learning Objectives

• Map actors, data, stages, decisions, exceptions, and business outcomes
• Understand tables, forms, records, security, and process options
• Select appropriate process automation based on requirements

Detailed Topics

• Map actors: Map actors, data, stages, decisions, exceptions, and business outcomes
• Understand tables: Understand tables, forms, records, security, and process options
• Select appropriate process automation based on requirements: Select appropriate process automation based on requirements

Guided Demonstration

1. Review the requirement, environment, dependencies, roles, risks, and expected outcome.
2. Demonstrate the relevant configuration, analysis, code, or administration workflow step by step.
3. Capture settings, outputs, logs, screenshots, calculations, or test evidence.
4. Compare the observed result with the stated acceptance criteria.

Hands-On Activity

Create a process map and Dynamics 365 solution design.

• Document assumptions and the planned sequence before making changes.
• Complete the activity and preserve evidence of normal and exception behavior.
• Record issues, corrective actions, and reusable operational or development notes.

Troubleshooting Focus

• Separate symptoms from causes and collect evidence before applying a fix.
• Check configuration, permissions, data, dependencies, capacity, connectivity, and recent changes.
• Validate rollback, recovery, support ownership, and user or business impact.

Validation Checklist

• The requirement and expected outcome are clear.
• The selected configuration, design, query, code, or process is documented.
• Normal, boundary, failure, security, and operational conditions are reviewed.
• The result is supported by evidence and the next improvement is prioritized.

Lesson Outcome

Learners can explain and apply Process Discovery and Dynamics 365 Foundations in a realistic scenario and validate the result with documented evidence.