TRAINING CATALOGUE - xrmvision.com · TRAINING CATALOGUE. AREAS OF EXPERTISE Microsoft Dynamics 365...

TRAINING CATALOGUE

AREAS OF EXPERTISE

Microsoft Dynamics 365

Microsoft Power Platform

Business intelligence and analytics

Office 365: collaboration and productivity

IT Management

Microsoft Dynamics 365

A complete training programme on the Dynamics 365 platform: from first steps to configuration and

development. Whether you aim to learn key solution elements or to improve your skills, these trainings cater to

different profiles (technical and business) and levels of proficiency.

Code Course title Duration (days) Path Level

MD100 Dynamics 365 - CRM: First Steps 1 Beginner

MD200 Dynamics 365 Bootcamp - CRM 5 Beginner

MD210 Dynamics 365 - CRM: Customer Service module 1 Intermediate

MD220 Dynamics 365 - CRM: Sales module 1 Intermediate

MD230 Dynamics 365 - CRM: Marketing module 1 Intermediate

MD240 Dynamics 365 - CRM: management and personalization 2 Intermediate

MD300 Dynamics 365 – CRM: for developers 5 Advanced

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Dynamics 365 - CRM: First Steps

❖ Objectives

o Understand the business logic and impacts of a CRM tool;

o Overview of the various Dynamics 365 modules;

o Explore the potential for personalization;

o Identify the types of users who benefit from Dynamics 365 tools.

❖ Target audience

Any user (business or technical) interested in learning more about the

Dynamics 365 platform, how it works, and how it supports sales,

marketing, and customer service processes.

❖ Recommended prerequisites

Familiar with Office 365.

❖ Content

o History of CRM and Dynamics 365;

o Exploring the main modules (Sales, Customer Service, and Marketing);

o Overview of other modules and extensions (field service, PSA);

o The makeup of a Dynamics 365 application (forms, views, dashboards,

etc.);

o Customization how-to;

o Overview of users, hierarchy, and security.

BeginnerDuration: 1 dayCode: MD100

Dynamics 365 Bootcamp - CRM

❖ Objectives

o Understand and master how D365 works;

o Become proficient with features of the main modules: Sales, Customer

Service, Marketing, reports;

o Learn how to configure the main processes and components of the

D365 platform (workflows, entities, forms, views, dashboards, etc.);

o Learn best practises in administration, access profile management, and

personalization deployment;

o Discover the potential for expansion of the Power Platform alongside

D365.

❖ Target audience

Professionals starting out or who want to consolidate their expertise

with different Dynamics 365 - CRM modules and predefined features

(in configuration mode).


Exposure to Dynamics 365 is useful, but not required.

❖ Content (The detailed daily programme is available upon request)

o Detailed review of Dynamics 365 main modules: Sales, Customer Service,

and Marketing;

o Configuring forms, views, dashboards, entities, fields, etc.;

o Creating, configuring, and adapting processes, business rules, workflows,

actions, and process flows (modern and classical);

o Configuring and managing users, teams, security roles, hierarchy security;

o Creating and configuring simple document and report templates;

o Creating and managing Dynamics 365 environments;

o Managed and non-managed solutions, deployment, patches;

o How Common Data Service relates to Dynamics 365

BeginnerDuration: 5 daysCode: MD200

Dynamics 365 - CRM: Customer Service module

❖ Objectives

o Implement the D365 Customer Service module;

o Set up service levels to manage client expectations regarding

reported incidents;

o Learn to leverage dashboards to increase the productivity of customer

service teams;

o Learn to configure and organize queues according to routing rules and

teams;

o Learn to configure and structure a knowledge base to accelerate

request processing.

❖ Target audience

Professionals wanting to configure and manage the Dynamics 365

Customer Service module.


Basic understanding and use of Dynamics 365. MD200 D365

bootcamp highly recommended.

❖ Content

o Case management and configuration: processes, actions, status;

o Report management and case dashboards;

o Configuring and structuring the knowledge base: articles, subject

hierarchy, categories;

o Configuring the article approbation process for the knowledge base;

o Configuring queues and teams;

o Configuring objectives;

o Creating and configuring service-level agreements;

o Configuring vacations and service availability;

o Introduction to automation of attribution rules and case creation.

IntermediateDuration: 1 dayCode: MD210

Dynamics 365 - CRM: Sales module

❖ Objectives

o Nurture and maintain a company’s opportunity pipeline with the

Dynamics 365 Sales module;

o Understand and customize the lead, contact, opportunity, and order

management processes;

o Learn to set up objectives (step by step) and to monitor their

achievement;

o Understand and configure the product catalogue (description, price,

grouping, properties, etc.);

o Learn the tools to enhance client data and optimize marketing efforts.

❖ Target audience


Sales module.


Basic understanding and use of Dynamics 365. MD200 D365

bootcamp highly recommended.

❖ Content

o Lead management: Process configuration | Lead creation |

Qualification;

o Opportunity management: Process configuration | Opportunity

creation and close;

o Order management: Quotes | Ordering | Invoicing | Competition

monitoring | Territory;

o Managing and configuring sales pipelines;

o Managing and configuring a product catalogue;

o Introduction and integration of LinkedIn Navigator;

o Introduction and integration of Sales Insights.


Dynamics 365 - CRM: Marketing module

❖ Objectives

o Maintain a constant flow of leads to support your organization’s sales

force by leveraging the features of the Dynamics 365 Marketing

module;

o Learn to use campaigns and lists in your promotional activities;

o Organize your customers’ journeys according to their preferences and

buying behaviours;

o Import a list of new leads to target;

o Set up a promotional campaign;

o Monitor campaign activities;

o Measure the conversion rate and results of a campaign.

❖ Target audience


Marketing module.


Basic understanding and use of Dynamics 365. MD200 D365 bootcamp

highly recommended.

❖ Content

o Introduction to the Dynamics 365 Marketing module;

o Importing and exporting data;

o Creating segments (dynamic, static);

o Creating simple campaigns and customer paths;

o Designing a landing page with forms;

o Creating interactive customer paths with triggers and registration;

o Configuring scoring and automated lead generation;

o Creating templates (emails, pages, forms, paths);

o Planning and managing events;

o Introduction and integration of LinkedIn Navigator and Sales Insights.


Dynamics CRM - 365: management and customization

❖ Objectives

o Learn how Dynamics 365 integrates with other Microsoft products;

o Understand the various Dynamics 365 licences;

o Provision licences, access, and security for different Dynamics 365

environments;

o Learn to synchronize with messaging systems;

o Manage a workforce by integrating mobility and offline services.

❖ Target audience


Marketing module.


Basic understanding and use of Dynamics 365. MD200 D365 bootcamp

highly recommended.

❖ Content

o Overview of and links between a tenant, an environment, and an

instance in Dynamics 365;

o Microsoft Administrator vs. Power Platform vs. Dynamics 365:

complementary roles;

o Advantages and limitations of the various product licences and add-ons

for Dynamics 365;

o Integrating Dynamics 365 with business and messaging tools;

o Synchronizing data for out-of-area users before, during, and after their

active connection to Dynamics 365;

o Access, privileges, security—templates, hierarchy, links to entities and

fields in Dynamics 365.

IntermediateDuration: 2 daysCode: MD240

Dynamics 365 – CRM: for developers

❖ Objectives

o Learn to design and deploy a plug-in;

o Learn to design and deploy a personalized workflow;

o Learn to create and manage unit tests;

o Gain proficiency in the debugging approach;

o Understand and create Azure functions;

o Gain proficiency in solution management and automated

deployment;

o Learn to access Dynamics 365 through exposed services (Web API);

o Understand and configure your work on Azure DevOps;

o Understand Power Platform to improve Dynamics 365.

❖ Target audience

Administrators, configurators, and developers who have completed

the Power Apps: Model-driven Apps training and wish to learn more

about Dynamics 365.


Technical understanding in web development. MD200 D365 bootcamp

highly recommended.


o Using Visual Studio and Dynamics 365 libraries;

o Implementing source code management logistics;

o Review of Dynamics 365 “solutions” and plug-ins creation;

o Adding client functionality with JavaScript;

o Security, context, depth—how to make sure your code works properly;

o Synchronous vs. asynchronous—considerations;

o Creating and using of Power Apps Component Framework (PCF);

o TypeScript and React | Web API | Debugging, exception handling,

traces, App Insights | Logic Apps;

o Azure DevOps and Build tools.

AdvancedDuration: 5 daysCode: MD300

Microsoft Power Platform

This programme allows you to speed up your skill development on the Microsoft Power Platform. You’ll learn to

create professional apps and automate flows to meet your business needs and challenges.

Code Course title Duration (Days) Path Level

MP100 Power Apps: First Steps 2 Beginner

MP200 Power Apps and Power Automate: Model-driven Apps 3 Intermediate

MP300 Power Apps and Power Automate: Canvas Apps 2 Intermediate

MP400 Forms Pro: First Steps 1 Beginner

MP900 Launch your first Power Apps app in a single day 1 Beginner

MP500 Launch an interactive chatbot with Power Virtual Agents 2 Beginner

MP600 Power Automate: integration and automation tool 2 Intermediate

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Power Apps: First Steps

❖ Objectives

o Discover the Power Apps ecosystem and create apps from scratch.

o Explore graphs, language, and integrate other Microsoft technologies;

o Create and customize Canvas apps and use components to simplify

maintenance;

o Discover Common Data Service and use it as a source of data;

o Understand Power Apps licences and their limitations;

o Understand Power Apps tools to design, build, enrich, and share an

app.

❖ Target audience

For professionals who wish to design and deploy Power Apps

applications and Power Platform tools.


Understanding of the Office 365 environment.

❖ Content

o Introduction to Power Platform and its components;

o Canvas Apps, Model-driven Apps, portals—what are the differences,

and when to use them;

o Deploying the Common Data Service environment;

o Creating a Canvas app with data from Common Data Service;

o Creating a model-driven app;

o Provisioning and customizing a portal;

o Integrating Power Apps with Flow, Power BI, and SharePoint;

o Optimization and troubleshooting;

o Managing Power Apps.

BeginnerDuration: 2 daysCode: MP100

Power Apps and Power Automate: Model-driven Apps

❖ Objectives

o Discover the simplicity of creating apps that can manage a complex

set of business data with Model-driven Apps;

o Understand the integration of a model-driven app with Common

Data Service;

o Use business process flows to reduce training and improve the

standardized handling of record changes;

o Create a complete model-driven app that includes the various

components available on the platform.

❖ Target audience

For super-users and business experts wishing to design and deploy

model-driven apps in Power Apps.




o Introduction to Model-driven Apps and Power Automate;

o Creating a Common Data Service environment;

o Creating a solution;

o Creating a model-driven app and its site map for in-app navigation;

o Creating and editing data entry forms;

o Setting, adding, and sharing views;

o Using graphic components and lists when creating a dashboard;

o Implementing a business process flow to manage a standardized

company procedure;

o Monitoring flow instances via the Power Automate platform.

IntermediateDuration: 3 daysCode: MP200

Power Apps and Power Automate: Canvas Apps

❖ Objectives

o Solve business problems by creating apps that are easy to share with

your colleagues;

o Identify and use the various available Power Apps and Power

Automate connectors;

o Be able to create an app to be used in an Office 365 setting and

with Common Data Service;

o Get an overview of Canvas components.

❖ Target audience

For super-users and business experts wishing to design and share

Canvas apps and Power Platform tools.



❖ Content

o Introduction to Canvas Apps and Power Automate;

o Creating a Canvas app in an Office 365 context;

o Creating a Common Data Service environment;

o Creating a Canvas app in a Common Data Service context;

o Creating and using Power Automate flows for an authorization and

Outlook notification process;

o Sharing a Canvas app;

o Creating a Canvas component and integrating it in an app.


Forms Pro: First Steps

❖ Objectives

o Discover its features to create, distribute, and analyze quality

questionnaires with Microsoft Forms Pro;

o Understand the differences between Microsoft Forms and Microsoft

Forms Pro;

o Learn to leverage Power Platform data integration to optimize

questionnaire deployment and monitoring;

o Understand distribution and collaboration methods for surveys and

their results.

❖ Target audience

Professionals who wish to design and carry out surveys with Forms

Pro.



❖ Content

o Introduction to Microsoft Forms Pro;

o Integration with other products of the Office 365 and Power Platform

suites;

o Creating a new survey;

o Managing collaboration for editing and tracking forms;

o Campaign launch and results analysis.

BeginnerDuration: 1 dayCode: MP400

Launch your first Power Apps app in a single day

❖ Objectives

o Develop an app or prototype that solves a business issue specific to

your organization.

o Get personalized support to solve your business problem (e.g.

scanning of data on paper forms, integrating data into Excel, etc.).

The training is customized to help you develop your own solution.

❖ Target audience

Professionals who wish to design and deploy their first Power Apps

application.



❖ Content

o Developing a form to identify a “simple” problem to address (limit

scenarios with choices and/or examples of scenarios);

o Introduction of scenario, used tools and expected results at the start of

the day;

o Creating the solution in a guided workshop; The objective here is to

discover how simple and fast creating a first prototype can be, explore

all the potential of this technology platform, and evaluate how to

maximize its benefits;

o Planning the next steps for production.

BeginnerDuration: 1 dayCode: MP900

Launch an interactive chatbot with Power Virtual Agents

❖ Objectives

o Discover the potential of an automated chatbot (or bot) for your

business and how easy it is to set up Power Virtual Agents;

o Understand what an automated chatbot is;

o Learn how to populate the list of topics and answers that the chatbot

can deal with;

o Know the methods of integration with Power Automate flows;

o Know best practices for defining topics.

❖ Target audience

Super users and business experts who wish to learn step by step how

to design and develop a chatbot.



❖ Content

o Introduction to Power Virtual Agents;

o Creating a chatbot;

o Processing topics and questions;

o Improving a chatbot with entities, variables, and redirections;

o Integration with Power Automate flows;

o Deploying and testing a chatbot on various platforms (site Web, Teams,

Facebook, etc.).

BeginnerDuration: 2 daysCode: MP500

Power Automate: integration and automation tool

❖ Objectives

o Understand the different types of Power Automate flows;

o Evaluate the various types of available connectors;

o Learn how to elaborate complex flows with conditions, variables, and

actions;

o Use dynamic formulas in flows.

❖ Target audience

Super users and business experts who wish to learn step by step how

to design and develop a chatbot.



❖ Content

o Introduction to Power Automate and various types of flows;

o Creating an instantaneous flow;

o Creating an approval flow;

o Creating a programmed flow;

o Creating an event-triggered flow from an integration with Office 365;

o Using triggers and connected actions with Common Data Service;

o Interaction between Power Apps and Power Automate;

o Generating a Word document with a flow;

o Using variables, operational controls, and dynamic expressions.


Business intelligence (BI) and analytics


BI100 Power BI: First Steps 1 Beginner

BI200 Power BI for super users 3 Beginner

BI300 Power BI for Dynamics 365 2 Intermediate

BI400 Power BI: data analytics 3 Advanced

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A complete Power BI training path for different levels, from beginner to advanced.

Whether you’re new to Power BI and want to discover the features and capabilities of the tool, or you’re a super

user wishing to create attractive visual reports drawing on different sources, or even an expert in data analysis

with Power BI, these courses will help you see data in a different light.


Power BI: First Steps

❖ Objectives

o Understand and master the basic concepts of Power BI;

o Get to know Power BI Desktop;

o Learn how to use selected data sources;

o Overview of the different types of Power BI visualization;

o Creating and publishing a basic report;

o Discover Power BI service.

❖ Target audience

Professionals who know the business and want to master data

integration tools and simple or advanced reporting tools.


Familiar with Office 365 and basic concepts of relational data.

❖ Content

o Introduction to Power BI

Introduction to the Power BI suite: Power BI Desktop, Power BI service

o Connecting to various data sources

Overview of the types of data sources supported by Power BI Desktop

| Understanding and experiencing the steps and information to

connect to data sources

o Data transformation and clean up

Adding columns calculated in DAX | Displaying the Diagram view |

Defining relationships and hierarchies | Using the main DAX functions |

Adding new measurements or calculated fields | Notions of filters and

contexts

o Creating visual elements

Tables, graphs, maps | Managing interactions between visual elements

| Managing filters

o Creating and sharing reports and dashboards

BeginnerDuration: 1 dayCode: BI100

Power BI for super users

❖ Objectives

o Master all the components of Power BI;

o Master Power BI Desktop features;

o Learn how to use data sources;

o Know how to transform data and design data models;

o Master how Power BI visuals work;

o Creating and publishing an advanced report;

o Master Power BI service features.

❖ Target audience

Professionals responsible for report production, wishing to master data

integration and simple or advanced reporting tools.


Familiar with Office 365.

❖ Content

o Introduction to Power BI



Overview of the types of data sources supported by Power BI Desktop |

Understand and experience the steps and information for connecting to

data sources

o Data transformation and cleansing

Add calculated columns | Add new measurements or calculated fields |

Notions of filters and contexts

o Creating a data model

Proficiency with fact tables, dimension tables, and BI models

o Using DAX

o Creating visual elements: Tables, graphs, maps | Managing interactions

between visual elements | Managing filters


BeginnerDuration: 3 daysCode: BI-200

Power BI for Dynamics 365

❖ Objectives

o Understand and master the basic concepts of Power BI;

o Get to know Power BI Desktop and Power BI service;

o Connect to your organization’s CRM data and other data sources;

o Know how to transform and design data models;

o Overview of the different types of Power BI visualization;

o Creating, editing, and publishing an advanced report.

❖ Target audience

Professionals responsible for Dynamics 365 report production, wishing

to master data integration and simple or advanced reporting tools.


Basic knowledge of databases and familiar with Dynamics 365 and its

data structure.

❖ Content

o Introduction to Power BI and Apps Dynamics



Master the types of data sources supported by Power BI | Understand

and experience the steps and information to connect to CRM data and

other data sources

o Data transformation and cleansing

Add columns calculated in DAX | Display the Diagram view | Define

relationships and hierarchies | Use the main DAX functions | Add new

measurements or calculated fields | Notions of filters and contexts

o Creating visual elements

Tables, graphs, maps | Managing interactions between visual elements

| Managing filters

o Embedding Power BI reports in Dynamics


IntermediateDuration: 2 daysCode: BI-300

Power BI: data analytics

❖ Objectives

o Understand the Self-Service BI concept and the Power BI suite;

o Connect to data sources and optimize models;

o Combine data from various sources;

o Create and publish reports;

o Implement Power BI service;

o Discover the development API and the Power BI mobile app.

❖ Target audience

Business intelligence professionals, managers, and analysts proficient

with databases who need to analyze data with Power BI.


Knowledge of relational databases and reports, of schemas in Data

Warehouse and of programming basics.

❖ Content

o Introduction to Self-Service BI solutions

Introduction to data analysis concepts and available tools


Overview of data source types: files, database, other

o Formatting, cleaning up, combining, and modelling data:

Formatting existing data| Adding calculated columns |Defining

relationships and hierarchies | Adding new calculated figures |

o Visualizing interactive data

Tables, graphs, maps | Managing interactions between visual elements |

Managing filters

o Direct connectivity

Online and analytics services

o Developer API for Power BI

Overview of the API | Developing customized visuals

o Power BI mobile apps

Using the Power BI app | Power BI Embedded

AdvancedDuration: 3 daysCode: BI-400

Office 365: collaboration and productivity

This training programme focuses on the Office 365 suite and its collaboration tools. It allows you to discover the

tools and functionalities of the suite and to master the use of its range of collaborative applications. The final

module provides concrete and personalized solutions to Office 365 adoption challenges.


MO100 Collaborating efficiently with Office 365 and Teams 1/2 Beginner

MO200Improve collaborative communication in Office 365 (Forms, Sway, Stream, Yammer)

1/2 Beginner

MO300 Getting started with Office 365 2 Intermediate

MO400 Accelerating the adoption of Office 365 tools 1 Beginner

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Collaborating efficiently with Office 365 and Teams

❖ Objectives

o Understand and master collaboration contexts with Office 365 and

Teams;

o Master the use of Office 365 collaboration tools (OneDrive, Teams,

SharePoint, Stream, Yammer, Forms).

❖ Target audience

Office 365 users wishing to master Office 365 collaboration tools to

increase effectiveness and efficiency.


None.

❖ Content

o Introduction to Office 365 / Office 365 ecosystem and tools /

OneDrive

Use context | Getting started | Managing files | Sharing and

synchronization | Mobile

o Teams and SharePoint

Use context | Getting started | Creating and managing a team |

Collaborating in Teams | Managing documents and collaboration

| Instant messaging and calls | Managing meetings | Exploring apps

and tools | SharePoint team site linked to Teams | Mobile

o Office 365

Differences between Office Click-to-Run and Office Online

BeginnerDuration: ½ dayCode: MO100

Improve collaborative communication in Office 365 (Forms, Sway, Stream, Yammer)

❖ Objectives

o Use new communication channels with Office 365;

o Make your communication collaborative and engaging.

❖ Target audience

Professionals wishing to master Office 365 collaboration tools to

increase effectiveness and efficiency.


None.

❖ Content

o Stream

Use context | Getting started | Groups and channels| Direct events

o Yammer

Use context | Getting started | Setting up a Yammer network |Using

Yammer daily |Promoting Yammer

o Forms

Use context | Getting started |Sharing and collaboration| Formatting

| Integration

o Sway

Use context | Getting started | Creating a Sway presentation |

Editing a Sway | Sharing a Sway | Integration

BeginnerDuration: ½ dayCode: MO200

Getting started with Office 365

❖ Objectives

o Discover Microsoft 365;

o Connect to Microsoft 365 and explore the different services;

o Use Office 365 and Office Online;

o Use SharePoint Online, OneDrive, and OneNote Online;

o Learn to communicate with Outlook and Teams;

o Explore the other services: Delve, Stream, Sway, Planner, and To-Do.

❖ Target audience

Those who want to understand the features and benefits of

Office 365 and improve their teams’ productivity.


Familiar with Windows, Office 365 and Web browsing.

❖ Content

o Microsoft 365 overview

Overview of Microsoft 365 components | Connecting and exploring

o Using Office 365 and Office Online

Discovering Word Online, Excel Online, PowerPoint Online, and OneNote

Online | Coediting a document in Office 365 or Office Online

o Creating and sharing content with Microsoft 365

SharePoint Online and OneDrive | Understanding a site’s structure | Lists

and libraries |Web pages | Using OneDrive Entreprise | Synchronizing

a SharePoint or OneDrive library on your PC

o Communications with Outlook and Teams

Outlook Online: messaging, calendar, groups | Using Teams: team and

conversation channels | Sharing files |Audio and video calls | Online

meetings with screen sharing | Using Wiki, Planner, and other apps

o Using the other Microsoft 365 services

Delve, Stream, Sway, Planner, and To-Do

IntermediateDuration: 2 daysCode: MO-300

Accelerating the adoption of Office 365 tools

❖ Objectives

o Accelerate the adoption of Office 365 collaboration tools;

o Learn to develop an adoption strategy;

o Learn to build an effective plan to encourage adoption.

❖ Target audience

Professionals who wish to maximize the adoption of Office 365

collaboration tools within their organization.


None.

❖ Content

o Diagnostic workshop

Interview with stakeholders | Data collection and usage report |

Analysis of use contexts.

o Support plan

Goal setting with stakeholders | Developing a support plan |

Promoting 365 actions | Deploying the support plan |

o Measuring the ROI

BeginnerDuration: 1 dayCode: MO-400

IT Management

This programme aims to develop management skills in three different contexts: agile project management

using the Scrum method, remote team management, and customer relationship management by learning how

to deal with complaints and difficult customers.

Code Course title Duration (Days) Path

GE100 Agile project management with Scrum 2

GE101 Remote team management 1/2

GE102 Managing complaints and difficult customers 1/2

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Agile project management with Scrum

❖ Objectives

Understand, master, and apply agile project management principles

using the Scrum method.

❖ Target audience

Project managers, Scrum Masters, Product Owners, and development

team members.


None.

❖ Content

o Agility;

o The Scrum Framework;

o The three pillars;

o The five values;

o The three roles (Product Owner, development team, Scrum Master);

o The four artifacts (Product Backlog, Sprint Backlog, Burndown Chart,

Increment);

o The five events (Sprint, Sprint Planning, Daily Scrum, Sprint Review,

Retrospective);

o Case study with exercises and simulations.

Duration: 2 daysCode: GE100

Remote team management

❖ Objectives

Develop good remote management reflexes that allow you to coach,

motivate, and communicate effectively with your team.

❖ Target audience

Managers, supervisors, team leaders.


None

❖ Content

o Particularities of remote work;

o Creating conditions for remote autonomy;

o Mobilizing, rallying, and motivating in a remote work context;

o Using technological tools to facilitate remote management;

o Informing, communicating, and monitoring successfully from a distance;

o Control vs trust;

o The remote manager’s toolbox.

Duration: 1/2 dayCode: GE101

Managing complaints and difficult customers

❖ Objectives

o Manage difficult situations effectively;

o Improve customer relations;

o Create a memorable customer experience.

❖ Target audience

Employees providing customer service.


None.

❖ Content

o Using complaints to satisfy and retain customers;

o Reviewing the process and a model for conflict management;

o Learning the tools and communication concepts to manage conflict

situations;

o Effective communication in difficult situations;

o Understanding one’s emotional quotient.

Duration: 1/2 dayCode: GE102

OUR TRAINERS

Éric Sauvé has more than twenty years of experience in information

technology. As a Microsoft Certified Trainer and active contributor to

the Microsoft community (Microsoft Most Valuable Professional), he

regularly shares his expertise on Microsoft Dynamics and Power Platform

solutions. Besides hosting several training sessions and conferences, this

passionate expert is invited to participate in consulting groups to allow

Microsoft product managers to orient the evolution of their product

offering according to real customer needs.

Éric Sauvé, MVP, MCT

Hassan Souhdi has more than twenty years of experience in

consulting and training. As a Microsoft Certified Trainer, this great

instructor has offered more than six hundred official Microsoft training

courses. Acclaimed and recognized for his talents as a communicator

and his expertise, he has hosted several conferences, as well as

launched and participated in numerous events dealing with business

intelligence, collaboration, development, and project management.

Hassan Souhdi, ENG., MCT

Reda Amar, IT Director, has more than fifteen years of experience in

leading IT departments, support teams, and project management.

Involved in the implementation of best practices in IT management in

several large organizations in Quebec and internationally, he shares his

expertise and experience by offering coaching sessions to managers and

leaders on IT service management, team management, and project

management.

Reda Amar, MGP, ITIL V3

LIST OF OUR TRAINING SESSIONS

AND PRICES

List of our coursesCode Course title Duration (Days) Price * Level

Programme: Microsoft Dynamics CRM 365

MD100 Dynamics 365 - CRM: First Steps 1 $450 Beginner

MD200 Dynamics 365 Bootcamp - CRM 5 $1995 Beginner

MD210 Dynamics 365 - CRM: Customer Service module 1 $450 Intermediate

MD220 Dynamics 365 - CRM: Sales module 1 $450 Intermediate

MD230 Dynamics 365 - CRM: Marketing module 1 $450 Intermediate

MD240 Dynamics 365 - CRM: management and personalization 2 $885 Intermediate

MD300 Dynamics 365 – CRM: for developers 5 $1995 Advanced

Programme: Microsoft Power Platform

MP100 Power Apps: First Steps 2 $885 Beginner

MP200 Power Apps and Power Automate: Model-driven Apps 3 $1295 Intermediate

*The price (CAD) indicated is per participant. A minimum of 5 participants per course is required.

Please note that a 15% discount is offered to customers purchasing their licenses from XRM Vision or in Enterprise Agreement mode.


MP300 Power Apps and Power Automate: Canvas Apps 2 $885 Intermediate

MP400 Forms Pro: First Steps 1 $450 Beginner

MP900 Launch your first Power Apps app in a single day 1 $450 Beginner

MP500 Launch an interactive chatbot with Power Virtual Agents 2 $885 Beginner

MP600 Power Automate: integration and automation tool 2 $885 Intermediate

Programme: BI and Analytics

BI100 Power BI: First Steps 1 $450 Beginner

BI200 Power BI for super users 3 $1220 Beginner

BI300 Power BI for Dynamics 365 2 $885 Intermediate

BI400 Power BI: data analytics 3 $1295 Advanced




Programme: Office 365: collaboration and productivity

MO100 Collaborating efficiently with Office 365 and Teams 1/2 $225 Beginner

MO200Improve collaborative communication in Office 365 (Forms, Sway, Stream, Yammer)

1/2 $225 Beginner

MO300 Getting started with Microsoft Office 365 2 $885 Intermediate

MO400 Accelerating the adoption of Microsoft Office 365 tools 1 $450 Beginner

Programme: IT Management

GE100 Agile project management with Scrum 2 $885 N/A

GE101 Remote team management 1/2 $225 N/A

GE102 Managing complaints and difficult customers 1/2 $225 N/A



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