About This Course

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MB2-716: Microsoft Dynamics 365 Customer Engagement Functional Consultant Training

This course is meticulously designed for professionals who aim to gain an in-depth understanding of Microsoft Dynamics 365 for Customer Engagement. It provides a structured learning path to equip participants with the essential skills required to customize, manage, and deploy solutions effectively within the Dynamics 365 ecosystem. Through comprehensive modules and practical exercises, learners will explore advanced features, configuration options, and best practices that help drive business efficiency and productivity.

The course emphasizes hands-on experience, ensuring that learners can apply theoretical knowledge to real-world scenarios. By the end of the program, participants will have the ability to design, implement, and maintain robust solutions while ensuring alignment with organizational goals. With an emphasis on problem-solving, customization, and integration capabilities, this course prepares professionals to take on roles that require a strong foundation in Dynamics 365 Customer Engagement functionality.

Participants will gain confidence in understanding the underlying architecture of Dynamics 365, navigating its interface, and leveraging its features for sales, marketing, customer service, and field service operations. The course also introduces advanced workflow automation, business rules, and reporting tools that empower users to streamline processes and improve organizational efficiency.

What You Will Learn From This Course

By the end of this course, participants will acquire the knowledge and skills to:

• Understand the fundamental architecture and core modules of Microsoft Dynamics 365 Customer Engagement.
  
  

• Configure and customize entities, forms, views, and dashboards to suit business requirements.
  
  

• Implement advanced workflows, business rules, and automated processes to optimize operations.
  
  

• Utilize security roles, teams, and field-level security to manage user access effectively.
  
  

• Integrate Dynamics 365 with other Microsoft tools and third-party applications for seamless business processes.
  
  

• Perform data management tasks, including data import, export, deduplication, and validation.
  
  

• Create meaningful reports and dashboards to analyze key performance indicators and support decision-making.
  
  

• Troubleshoot common issues and optimize system performance for enhanced user experience.
  
  

• Plan and execute deployment strategies for Dynamics 365 solutions in various environments.
  
  

• Explore mobile access and productivity enhancements for field and remote teams.

The course ensures a balance between theoretical concepts and practical application, enabling participants to confidently tackle real-world challenges in Dynamics 365 implementations.

Learning Objectives

The primary learning objectives of this course are to provide participants with:

1. A deep understanding of the Dynamics 365 Customer Engagement framework and its components.
   
   

2. Hands-on experience in customizing and configuring Dynamics 365 to meet organizational needs.
   
   

3. The ability to design and implement workflows, business rules, and automated processes for efficient operations.
   
   

4. Skills to manage security, user roles, and access controls within Dynamics 365.
   
   

5. Knowledge of integrating Dynamics 365 with other Microsoft solutions such as Power BI, Office 365, and Azure services.
   
   

6. Expertise in data management, reporting, and analytics to support business decision-making.
   
   

7. Problem-solving techniques to address common system challenges and ensure smooth functioning.
   
   

8. Competence in deploying and maintaining Dynamics 365 solutions in different environments.
   
   

9. Familiarity with mobile and remote functionality to enable team productivity across locations.
   
   

10. The ability to prepare for professional certification and enhance career prospects in Microsoft Dynamics 365 administration and customization.

These objectives ensure that learners not only gain technical knowledge but also develop practical skills essential for professional growth in Microsoft Dynamics 365.

Requirements

To successfully participate in this course, learners should ideally have the following prerequisites:

• Basic understanding of business processes related to sales, marketing, and customer service.
  
  

• Familiarity with general IT concepts, including databases, software applications, and cloud services.
  
  

• Experience with Microsoft Office tools such as Excel, Word, and Outlook.
  
  

• A willingness to learn and explore Microsoft Dynamics 365 features in a practical environment.
  
  

• Fundamental knowledge of web browsers and internet navigation for online module completion.

While prior experience with Dynamics 365 is beneficial, it is not mandatory. The course is structured to accommodate both beginners and professionals with some exposure to CRM systems, ensuring everyone gains valuable knowledge and practical skills.

Course Description

Microsoft MB2-716 is a comprehensive course aimed at providing in-depth knowledge and practical experience in Microsoft Dynamics 365 for Customer Engagement. It focuses on customizing and configuring the platform to meet organizational requirements effectively. Participants will gain expertise in automating business processes, managing security, and integrating Dynamics 365 with other applications.

The course begins with an introduction to the Dynamics 365 architecture, explaining its components, modules, and navigation. Learners will then explore entity customization, form design, view creation, and dashboard management. By working on real-world scenarios, participants will understand how to tailor Dynamics 365 to align with specific business needs.

A significant portion of the course is dedicated to workflows, business rules, and automation. Participants will learn how to create complex processes that enhance operational efficiency. Security and access management are also key focus areas, with in-depth discussions on role-based security, field-level security, and team management.

Data management, reporting, and analytics form another critical aspect of the curriculum. Participants will be guided through data import/export processes, deduplication strategies, and validation techniques. Advanced reporting and dashboard creation using built-in tools and integrations with Power BI enable learners to make data-driven decisions.

The course also emphasizes integration with other Microsoft applications and third-party services, highlighting how Dynamics 365 can function as a central hub for enterprise operations. Mobile functionality and remote accessibility are covered to ensure teams remain productive in any environment.

Hands-on exercises, case studies, and interactive labs reinforce theoretical concepts, providing learners with the skills needed to implement Dynamics 365 solutions confidently. This course is ideal for individuals aspiring to become Dynamics 365 functional consultants, administrators, or power users.

Target Audience

This course is designed for a diverse group of professionals who wish to specialize in Microsoft Dynamics 365 Customer Engagement. Typical participants include:

• Functional consultants responsible for analyzing business requirements and configuring Dynamics 365 solutions.
  
  

• System administrators who manage security, data, and system performance.
  
  

• IT professionals seeking to expand their skills in Dynamics 365 customization and integration.
  
  

• Business analysts looking to leverage Dynamics 365 for process automation and reporting.
  
  

• Project managers overseeing CRM implementations and upgrades.
  
  

• End users who aim to understand advanced features and improve productivity using Dynamics 365.
  
  

• Professionals preparing for Microsoft certification in Dynamics 365 Customer Engagement.

The course is suitable for both beginners with limited experience and experienced professionals looking to deepen their knowledge and enhance their practical skills in Dynamics 365.

Prerequisites

To maximize the learning experience, participants should ideally have the following prior knowledge:

• Basic understanding of CRM systems and business process workflows.
  
  

• Familiarity with database concepts, entities, records, and relationships.
  
  

• General IT knowledge, including working with cloud-based applications.
  
  

• Basic skills in Microsoft Office tools, particularly Excel for reporting and analysis.
  
  

• Understanding of organizational structures, including departments, roles, and team dynamics.
  
  

• Willingness to engage in practical exercises and hands-on labs for deeper learning.

These prerequisites ensure that participants can focus on advanced Dynamics 365 features without being hindered by fundamental IT knowledge gaps. Even if participants are new to Dynamics 365, the course provides enough foundational content to bring them up to speed quickly.

Course Modules/Sections

The Microsoft MB2-716 course is carefully structured into several comprehensive modules, each focusing on a core area of Dynamics 365 Customer Engagement. These modules are designed to guide learners from foundational concepts to advanced functionalities, ensuring a well-rounded understanding of the platform.

The first module introduces participants to the Dynamics 365 environment, including its architecture, navigation, and core components. Learners will explore the system’s interface, understand the layout of entities, and become familiar with how data is stored and accessed. This foundational module provides the necessary background for more advanced customization and configuration tasks.

The second module covers entity management and customization. Participants will learn how to create and modify entities, fields, and relationships to align with business requirements. This module emphasizes designing forms, views, and dashboards that enhance user experience and enable efficient data interaction. Practical exercises allow learners to apply these skills in simulated business scenarios, ensuring that they can implement solutions confidently in real-world environments.

The third module focuses on process automation within Dynamics 365. Here, learners explore workflows, business rules, and Power Automate integrations. By understanding automation, participants can streamline repetitive tasks, enforce business logic, and reduce manual intervention. This module includes hands-on exercises that demonstrate how to design complex workflows that adapt to dynamic business needs.

Security and access management is the focus of the fourth module. Participants learn to configure security roles, field-level security, and team-based access controls. The module provides practical examples on managing user permissions to ensure data integrity and compliance while maintaining operational efficiency. Learners also explore auditing features and activity logging to monitor system usage effectively.

The fifth module emphasizes data management, reporting, and analytics. Participants will gain skills in importing, exporting, and cleansing data, as well as creating dashboards and reports that provide actionable insights. This module introduces integrations with Power BI to enhance visualization and enable data-driven decision-making across the organization.

The sixth module explores integration capabilities, teaching participants how to connect Dynamics 365 with other Microsoft products such as Office 365, SharePoint, and Azure services. Integration with third-party applications is also discussed, ensuring that participants understand how to extend system functionality beyond the default platform capabilities.

The final module focuses on deployment, mobile access, and ongoing system maintenance. Learners understand best practices for solution deployment, environment management, and performance optimization. The module also covers Dynamics 365 mobile applications, enabling users to access critical business data remotely and maintain productivity regardless of location.

Key Topics Covered

This course addresses a broad range of topics necessary for mastery of Dynamics 365 Customer Engagement. Key topics include:

• Dynamics 365 architecture and navigation, providing learners with a thorough understanding of system structure and data relationships.
  
  

• Entity customization, including field types, relationships, and form design to tailor the system to organizational processes.
  
  

• View creation and dashboard management, allowing users to create intuitive interfaces that improve workflow efficiency.
  
  

• Process automation using workflows, business rules, and Power Automate to streamline operations and enforce consistency.
  
  

• Security management, including role-based security, field-level security, and team management, ensuring proper access control.
  
  

• Data management strategies, including data import/export, deduplication, validation, and cleansing techniques.
  
  

• Advanced reporting and analytics, with hands-on experience creating charts, dashboards, and Power BI integration for enhanced decision-making.
  
  

• Integration capabilities with Microsoft products and third-party applications to create a unified ecosystem for business operations.
  
  

• Mobile functionality and remote access, allowing field and remote teams to stay productive and connected.
  
  

• Deployment, maintenance, and performance optimization strategies to ensure efficient and scalable solutions.

Additionally, participants explore case studies, practical exercises, and real-world scenarios that reinforce the concepts covered in each topic, ensuring comprehensive understanding and practical application.

Teaching Methodology

The teaching methodology for this course is designed to provide a balance between theoretical knowledge and hands-on practical experience. Each module is delivered through interactive lectures, demonstration sessions, and guided exercises that allow learners to apply concepts in real-time. The approach emphasizes experiential learning, ensuring that participants not only understand the functionality of Dynamics 365 but also learn how to implement solutions effectively within their organizations.

Practical labs and scenario-based exercises are a core component of the methodology, providing participants with the opportunity to work on tasks similar to those they will encounter in professional environments. Group discussions and collaborative problem-solving sessions are encouraged to promote peer-to-peer learning and the exchange of ideas. This methodology ensures that learners gain multiple perspectives on implementing Dynamics 365 solutions, enhancing both technical proficiency and strategic thinking.

Supplementary materials, including documentation, tutorials, and case studies, are provided to reinforce learning. Participants are encouraged to explore these resources independently to deepen their understanding of complex concepts. Instructors provide ongoing feedback during exercises, helping learners identify areas for improvement and refine their skills.

The course also incorporates adaptive teaching techniques, allowing instructors to adjust the pace and focus based on the learners’ progress and proficiency. This personalized approach ensures that both beginners and experienced professionals can benefit fully from the course. The combination of theoretical instruction, practical exercises, and interactive discussions creates a dynamic learning environment that prepares participants for real-world application and certification readiness.

Assessment & Evaluation

Assessment and evaluation are integral components of this course, ensuring that participants achieve a measurable understanding of Microsoft Dynamics 365. Evaluations are designed to test both theoretical knowledge and practical application, providing a comprehensive assessment of each learner’s capabilities.

Assessments include quizzes, practical exercises, and scenario-based evaluations. Quizzes are conducted at the end of each module to reinforce key concepts and identify areas that may require additional focus. Practical exercises involve performing tasks within the Dynamics 365 environment, such as configuring entities, designing workflows, and creating reports. These exercises test learners’ ability to apply knowledge in realistic scenarios and reinforce hands-on skills.

Scenario-based evaluations challenge participants to solve complex business problems using Dynamics 365 tools and techniques. Learners are provided with case studies that simulate real-world organizational challenges, requiring them to design solutions that align with business requirements. This method evaluates problem-solving skills, strategic thinking, and the ability to integrate multiple components of Dynamics 365 effectively.

Continuous feedback is provided throughout the course, allowing participants to track their progress and address any knowledge gaps. Instructors provide detailed explanations of correct solutions and offer guidance on best practices. This ongoing evaluation helps learners build confidence and ensures readiness for professional certification or application in a professional setting.

Final assessments may include a comprehensive exam or capstone project that synthesizes learning from all modules. This final evaluation demonstrates mastery of Dynamics 365 Customer Engagement and confirms that participants possess the knowledge and skills required to implement, manage, and optimize solutions effectively.

Benefits of the Course

Enrolling in the Microsoft MB2-716 course provides a wide range of benefits for professionals seeking to enhance their skills in Microsoft Dynamics 365 Customer Engagement. One of the primary benefits is gaining a comprehensive understanding of the Dynamics 365 platform. Participants develop the ability to configure, customize, and manage the system to meet specific business requirements, which is essential for organizations looking to streamline operations and maximize productivity.

Another significant benefit is the hands-on experience provided through practical exercises and scenario-based learning. Participants work with real-world examples, giving them confidence in applying their knowledge to solve complex business problems. This practical focus ensures that learners are not only familiar with the theoretical aspects of Dynamics 365 but also capable of executing tasks effectively in professional settings.

The course also strengthens problem-solving and critical thinking skills. By exploring workflows, business rules, and automation strategies, participants learn how to optimize processes and identify potential system improvements. This enables them to implement solutions that reduce operational inefficiencies and support organizational growth.

Participants also benefit from understanding advanced security and data management features. With knowledge of role-based security, field-level security, and auditing, learners can ensure data integrity and compliance within their organizations. These skills are particularly valuable in industries where data privacy and regulatory adherence are critical.

In addition, the course prepares participants for professional certification in Dynamics 365 Customer Engagement. Achieving certification enhances credibility, opens career advancement opportunities, and validates a professional’s expertise to employers and clients.

Other benefits include improved collaboration and integration capabilities. Participants learn how to connect Dynamics 365 with Microsoft Office 365, Power BI, SharePoint, and other third-party tools, creating a cohesive ecosystem that enhances communication, reporting, and decision-making across departments.

Finally, the course provides participants with the confidence to explore advanced features and mobile capabilities of Dynamics 365. By understanding how to leverage mobile applications and remote access, learners can improve productivity for field teams and remote workers, ensuring that business operations continue smoothly regardless of location.

Course Duration

The Microsoft MB2-716 course is designed to provide an extensive and immersive learning experience, delivered over a duration that allows participants to gain a thorough understanding of Dynamics 365 Customer Engagement. Typically, the course spans 5 to 7 days in a full-time intensive format, with each day comprising approximately 6 to 8 hours of instruction, exercises, and hands-on labs.

For professionals with time constraints, the course can also be offered in a part-time or modular format, where sessions are spread over several weeks. This format is especially suitable for working professionals who wish to balance learning with ongoing job responsibilities. Each session in the part-time format typically lasts 2 to 3 hours and includes a combination of theoretical instruction and practical exercises.

The course is structured to provide incremental learning. Early modules focus on foundational knowledge, while later modules progressively introduce advanced customization, automation, and integration techniques. This structured approach ensures that participants can build confidence as they move from basic concepts to more complex functionalities.

Additionally, the course duration allows sufficient time for practice and reinforcement. Practical exercises, scenario-based labs, and group discussions are integrated throughout the schedule to ensure that participants internalize the concepts and gain the skills necessary for real-world application.

The duration is also sufficient to accommodate assessments, quizzes, and a final evaluation or capstone project, providing participants with opportunities to demonstrate mastery of the material. Learners are encouraged to review supplementary resources and engage in independent practice outside scheduled sessions to maximize their understanding and retention.

Tools & Resources Required

Successful participation in the Microsoft MB2-716 course requires access to specific tools and resources that facilitate hands-on learning and effective application of Dynamics 365. The primary requirement is a Microsoft Dynamics 365 Customer Engagement environment, which can be a sandbox, trial, or production environment provided by the organization. This platform enables participants to perform configuration, customization, and testing exercises in a controlled setting.

Participants are also expected to have access to a computer or laptop with a modern operating system, sufficient processing power, and a reliable internet connection. Since many exercises involve working with online features, web-based access to Dynamics 365 is essential. Recommended browsers include Microsoft Edge, Google Chrome, or Mozilla Firefox for optimal performance and compatibility.

Microsoft Office tools, particularly Excel, Word, and Outlook, are often required for data management, reporting, and integration exercises. Excel is frequently used for data import/export, analysis, and visualization, while Outlook and Word are integrated with Dynamics 365 for workflow and communication purposes.

For advanced reporting and analytics modules, access to Power BI is highly recommended. Power BI enables participants to create interactive dashboards and reports that visualize Dynamics 365 data in meaningful ways. Integration with Power BI also demonstrates how organizations can leverage analytics to drive informed business decisions.

Course materials, including documentation, manuals, tutorials, and case studies, are provided to guide participants throughout the learning process. These resources serve as reference materials for exercises and support independent study outside of class sessions.

Participants may also require collaboration tools such as Microsoft Teams for group discussions, webinars, and instructor-led sessions, particularly in remote or hybrid learning formats. Teams provides an interactive environment for communication, sharing of resources, and real-time problem-solving.

Finally, a willingness to engage with the platform, experiment with configuration options, and follow guided exercises is crucial. While tools and resources are essential, the learner’s commitment to hands-on practice and proactive exploration is equally important to achieving success in the course.

Career Opportunities

Completing the Microsoft MB2-716 course opens numerous career opportunities for professionals seeking to specialize in Microsoft Dynamics 365 Customer Engagement. Individuals with expertise in Dynamics 365 are highly sought after across industries, as organizations increasingly rely on CRM solutions to manage customer relationships, automate workflows, and drive business growth. Career paths include roles such as Dynamics 365 Functional Consultant, where professionals analyze business requirements and implement tailored solutions that align with organizational objectives. Another opportunity is the role of Dynamics 365 Administrator, responsible for configuring the system, managing security, overseeing data integrity, and ensuring seamless system performance. Professionals may also pursue positions as Business Analysts, using their knowledge of Dynamics 365 to generate insights, create reports, and support strategic decision-making. Project Managers specializing in CRM implementations benefit from understanding Dynamics 365’s architecture and functionality, enabling them to plan and execute deployment strategies effectively. Additionally, technical consultants and solution architects can leverage their skills to design and implement complex integrations between Dynamics 365 and other Microsoft or third-party applications. The course also prepares participants for mobile and remote solution management, enhancing employability in organizations with field operations or distributed teams. Certification achieved through this course strengthens professional credibility, improves career advancement prospects, and positions learners as valuable assets in competitive markets where Dynamics 365 expertise is in high demand.

Enroll Today

Enrolling in the Microsoft MB2-716 course is a strategic step toward advancing your professional skills and career in Microsoft Dynamics 365. The course is designed to accommodate diverse learning needs, offering flexible schedules that suit both full-time learners and working professionals. Participants benefit from a structured curriculum that balances theory, hands-on exercises, and real-world case studies, ensuring comprehensive mastery of Dynamics 365 Customer Engagement. By enrolling, learners gain access to expert instructors, guided labs, and a wealth of resources that facilitate practical understanding and skill development. Early enrollment allows participants to secure a place in sessions tailored to their experience level, whether beginner, intermediate, or advanced. The course equips learners with the knowledge necessary to implement, manage, and optimize Dynamics 365 solutions effectively, preparing them for certification and future career opportunities. Enrolling today ensures access to a transformative learning experience, enabling professionals to enhance productivity, contribute to organizational success, and establish themselves as proficient Dynamics 365 specialists.

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