Processes in Dynamics 365 Customer Engagement — Lesson 4: Testing, Monitoring, Governance, and Improvement

Learning Objectives

• Test normal, boundary, failure, security, and user scenarios
• Monitor process usage, completion, errors, delays, and outcomes
• Create documentation, ownership, change control, and improvement priorities

Detailed Topics

• Test normal: Test normal, boundary, failure, security, and user scenarios
• Monitor process usage: Monitor process usage, completion, errors, delays, and outcomes
• Create documentation: Create documentation, ownership, change control, and improvement priorities

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

Validate an end-to-end process and produce a process improvement plan.

• 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 Testing, Monitoring, Governance, and Improvement in a realistic scenario and validate the result with documented evidence.