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OVERVIEW This module equips candidates with practical guidance to achieve excellence in digital service management, aligned with ITIL® guidance. It focuses on aligning people, processes, and technology to manage services across the full lifecycle, supporting resilience, responsiveness, and improved customer satisfaction. The courseware and exam are currently only available in English. ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved. Updated 4/2026 OBJECTIVES After you complete this course you will be able to: Apply ITIL® principles across incident, request, problem, change, and continual improvement practices, improving reliability, resilience, and measurable value delivery. Break down silos by aligning service delivery with business objectives, leveraging automation, and supporting continual improvement. Position service management as a strategic, tactical, and operational enabler, linking investment decisions directly to business outcomes. AUDIENCE This course is aimed at: - Service management and service delivery professionals - Product and digital delivery roles - Architecture and service design roles - Software and application development teams CERTIFICATION Recommended preparation for exam(s): ITIL® (Version 5) Service The exam is 90 minutes long, 40 multiple choice questions.  Exam vouchers are provided with this course. These will have a validity of 12 months. You will need to schedule your exams within this time frame. NEXT STEP The following courses are recommended for further study: ITIL® (Version 5) Transformation CONTENT Module 1: Digital Products and Services 1.1 Introduction to digital products and services. 1.2 The ITIL® Product and Service Lifecycle management activities. Module 2: Discover 2.1 Key concepts and practices of the 'discover' activity. 2.2 Steps and outputs of the 'discover' activity. 2.3 Success factors and metrics of the 'discover' activity. Module 3: Design 3.1 Key concepts and practices of the ‘design’ activity. 3.2 Steps and outputs of the ‘design’ activity. 3.3 Success factors and metrics of the ‘design’ activity. Module 4: Acquire 4.1 Key concepts and practices of the 'acquire' activity. 4.2 Steps and outputs of the 'acquire' activity. 4.3 Success factors and metrics of the 'acquire' activity. Module  5: Build 5.1 Key concepts and practices of the 'build' activity. 5.2 Steps and outputs of the 'build' activity. 5.3 Success factors and metrics of the 'build' activity. Module 6: Transition 6.1 Key concepts and practices of the 'transition' activity. 6.2 Steps and outputs of the 'transition' activity. 6.3 Success factors and metrics of the ‘transition’ activity. Module 7: Operate 7.1 Key concepts and practices of the ‘operate’ activity. 7.2 Steps and outputs of the ‘operate’ activity. 7.3 Success factors and metrics of the ‘operate’ activity. Module 8: Deliver 8.1 Key concepts and practices of the ‘deliver’ activity. 8.2 Steps and outputs of the ‘deliver’ activity. 8.3 Success factors and metrics of the ‘deliver’ activity. Module 9: Support 9.1 Key concepts and practices of the ‘support’ activity. 9.2 Steps and outputs of the ‘support’ activity. 9.3 Success factors and metrics of the ‘support’ activity. Module 10: Lifecycle Management 10.1 Managing the End-to- End Lifecycle. 10.2 ITIL®, AI and other frameworks.

OVERVIEW ITIL Managing Professional Transition (Version 5) is a transition module designed for candidates who hold either the ITIL 4 Managing Professional or ITIL v3 Expert designation. It provides a fast-track route for experienced ITIL professionals to transition to ITIL (Version 5) without completing all modules individually. ITIL Managing Professional Transition (Version 5) consolidates key concepts from the following ITIL (Version 5) modules: - ITIL Experience (Version 5) - integrates human experience into the design and delivery of digital products and services. It recognizes that functional success alone is not enough; how services are perceived, trusted, and engaged with directly influences the value they create. - ITIL Product (Version 5) - ITIL Product provides guidance for organizations involved in the creation and continual improvement of digital products across the digital product and service lifecycle. - ITIL Service (Version 5) - explores how organizations design, build, deliver, support, and continually improve services in order to create value for stakeholders. - ITIL Transformation (Version 5) - guide organizations through enterprise-wide transformation. Designed to bridge the gap between ambition and realisation - from defining strategic intent to delivering measurable business outcomes. The courseware and exam are currently only available in English. ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved. Updated 5/2026   OBJECTIVES After completing this course, you will be able to: Describe the ITIL Product & Service Lifecycle and its key activities Distinguish between product, service, and experience perspectives Explain the purpose, steps, and outputs of all 8 lifecycle activities, and apply product and service perspectives to each activity Understand lifecycle integration, value streams, and operating models Explain the ITIL Experience Model, including its components, concepts, roles, interactions, journeys, and expectations Understand the ITIL Transformation Model and apply transformation and governance concepts Explain the role of AI in product, service, and experience management, as well as transformation Understand how the new ITIL modules integrate with PRINCE2 and DevOps Institute frameworks AUDIENCE This course is aimed at: - Professionals who have invested in ITIL 4 or ITIL v3 certifications and require a straightforward upgrade route. - Professionals at all levels and across all types of organizations involved in digital product and service management. CERTIFICATION Recommended preparation for exam(s): - ITIL® (Version 5) Managing Professional Transition - Product, Service, Experience   The exam is 120 minutes long, 60 multiple choice questions. This is an open book exam. Pass mark is 70%. - ITIL® (Version 5) Transformation   The exam is 90 minutes long, 40 multiple choice questions. This is an open book exam. Pass mark is 70%.   Exam vouchers are provided with this course. These will have a validity of 12 months. You will need to schedule your exams within this time frame.   NEXT STEP The following courses are recommended for further study: ITIL® (Version 5) AI Governance* *To be released. CONTENT Module 1: Introduction to ITIL Product, Service and Experience and the new ITIL models Module 2: The ITIL Product and Service Lifecycle management activities Module 3: Managing the ITIL Product and Service Lifecycle Module 4: ITIL Experience Service Journey & Roles Capturing experience & Stakeholder Journeys Module 5: ITIL Transformation Module 6: ITIL and AI Module 7: ITIL and other frameworks Module 10: What’s next?

OVERVIEW Red Hat® Learning Subscription provides access to all Red Hat online training content in a single, annual subscription. The subscription includes on-demand, self-paced learning resources—such as videos, e-books, hands-on labs, exams, and technical support—with access to all Red Hat products and technologies. Learn from the same high-quality content of a classroom setting with the added flexibility and 24x7 access. With this subscription you use an intuitive, user-friendly interface that helps you track your progress towards training and certification goals. With the new portal, you can take control of your learning paths and build them to meet your business and training needs. Take the training you need to solve those difficult business challenges. The standard tier includes access to Red Hat entire catalog of self-paced training courses, skills paths, early access content, and up to 400 hours of hands-on lab time—all of which is included in the basic tier. In addition, the standard subscription includes certification exams, expert extras, Red Hat Training Bookshelf, Lab Plus, and expert chat. Red Hat Learning Subscription courses span a variety of different Red Hat technologies, which is why this training subscription is ideal for all levels of IT professionals. This program would most benefit IT professionals such as IT managers, system administrators, software developers, and system architects. Refer to the audience and prerequisites of individual courses to determine if a course is right for you.   OBJECTIVES Red Hat Learning Subscription is available globally with key features to help you map out your learning goals, work toward certification, experiment in labs, and get answers when you are on the job.  With Red Hat Learning Subscription, organizations can: Improve the ability to meet business and IT milestones: Individuals with the skills needed to effectively navigate Red Hat technologies can contribute to the successful achievement of organizational goals. Keep pace with emerging technologies: Organizations with the critical skills required to manage the evolving technological landscape foster effective operational strategies that support organizational growth. Mitigate technical debt and enhance efficiency: Continuous training on the latest Red Hat technologies upskills the workforce on current practices and encourages the adoption of efficient and modern solutions. CONTENT 50% of content in Red Hat Learning Subscription is new or updated in the past year. With Red Hat Learning Subscription, you are getting the most up-to-date content straight from the source. No one can provide better training on Red Hat technologies than Red Hat Training. Red Hat experts are building the software and implementing it every day for enterprises around the world. Red Hat use-case-based courses and hands-on labs are delivered by world-class architects and translated into as many as 10 languages. Multiple course versions tied to different product releases are also available.  Self-paced training - access to more than 1000 videos and high-definition training Hands-on labs - 400 hours of cloud-based labs on authentic Red Hat software Early access - advance screening of in-development courses and labs Red Hat training bookshelf - e-book access for all training courses Skills paths - curated groups of courses and exams that lead to broader goals, such as certification. Includes the ability to customize your own path Expert extras - supplemental video content delivered by Red Hat experts  Certification exams - 5 attempts and 5 retakes for certification exams  Lab plus - hands-on scenario-based courses using product lab environments  Live chats with Red Hat certified experts for help with training

OVERVIEW Red Hat® Learning Subscription provides access to all Red Hat online training content in a single, annual subscription. The subscription includes on-demand, self-paced learning resources—such as videos, e-books, hands-on labs, exams, and technical support—with access to all Red Hat products and technologies. Learn from the same high-quality content of a classroom setting with the added flexibility and 24x7 access. With this subscription you use an intuitive, user-friendly interface that helps you track your progress towards training and certification goals. With the new portal, you can take control of your learning paths and build them to meet your business and training needs. Take the training you need to solve those difficult business challenges. The standard tier includes access to Red Hat entire catalog of self-paced training courses, skills paths, early access content, and up to 400 hours of hands-on lab time—all of which is included in the basic tier. In addition, the standard subscription includes certification exams, expert extras, Red Hat Training Bookshelf, Lab Plus, and expert chat. Red Hat Learning Subscription courses span a variety of different Red Hat technologies, which is why this training subscription is ideal for all levels of IT professionals. This program would most benefit IT professionals such as IT managers, system administrators, software developers, and system architects. Refer to the audience and prerequisites of individual courses to determine if a course is right for you.   OBJECTIVES Red Hat Learning Subscription is available globally with key features to help you map out your learning goals, work toward certification, experiment in labs, and get answers when you are on the job.  With Red Hat Learning Subscription, organizations can: Improve the ability to meet business and IT milestones: Individuals with the skills needed to effectively navigate Red Hat technologies can contribute to the successful achievement of organizational goals. Keep pace with emerging technologies: Organizations with the critical skills required to manage the evolving technological landscape foster effective operational strategies that support organizational growth. Mitigate technical debt and enhance efficiency: Continuous training on the latest Red Hat technologies upskills the workforce on current practices and encourages the adoption of efficient and modern solutions. CONTENT 50% of content in Red Hat Learning Subscription is new or updated in the past year. With Red Hat Learning Subscription, you are getting the most up-to-date content straight from the source. No one can provide better training on Red Hat technologies than Red Hat Training. Red Hat experts are building the software and implementing it every day for enterprises around the world. Red Hat use-case-based courses and hands-on labs are delivered by world-class architects and translated into as many as 10 languages. Multiple course versions tied to different product releases are also available.  Self-paced training - access to more than 1000 videos and high-definition training Hands-on labs - 400 hours of cloud-based labs on authentic Red Hat software Early access - advance screening of in-development courses and labs Red Hat training bookshelf - e-book access for all training courses Skills paths - curated groups of courses and exams that lead to broader goals, such as certification. Includes the ability to customize your own path Expert extras - supplemental video content delivered by Red Hat experts  Certification exams - 5 attempts and 5 retakes for certification exams  Lab plus - hands-on scenario-based courses using product lab environments  Live chats with Red Hat certified experts for help with training

OVERVIEW Red Hat® Learning Subscription provides access to all Red Hat online training content in a single, annual subscription. The subscription includes on-demand, self-paced learning resources—such as videos, e-books, hands-on labs, exams, and technical support—with access to all Red Hat products and technologies. Learn from the same high-quality content of a classroom setting with the added flexibility and 24x7 access. With this subscription you use an intuitive, user-friendly interface that helps you track your progress towards training and certification goals. With the new portal, you can take control of your learning paths and build them to meet your business and training needs. Take the training you need to solve those difficult business challenges. The standard tier includes access to Red Hat entire catalog of self-paced training courses, skills paths, early access content, and up to 400 hours of hands-on lab time—all of which is included in the basic tier. In addition, the standard subscription includes certification exams, expert extras, Red Hat Training Bookshelf, Lab Plus, and expert chat. Red Hat Learning Subscription courses span a variety of different Red Hat technologies, which is why this training subscription is ideal for all levels of IT professionals. This program would most benefit IT professionals such as IT managers, system administrators, software developers, and system architects. Refer to the audience and prerequisites of individual courses to determine if a course is right for you.   OBJECTIVES Red Hat Learning Subscription is available globally with key features to help you map out your learning goals, work toward certification, experiment in labs, and get answers when you are on the job.  With Red Hat Learning Subscription, organizations can: Improve the ability to meet business and IT milestones: Individuals with the skills needed to effectively navigate Red Hat technologies can contribute to the successful achievement of organizational goals. Keep pace with emerging technologies: Organizations with the critical skills required to manage the evolving technological landscape foster effective operational strategies that support organizational growth. Mitigate technical debt and enhance efficiency: Continuous training on the latest Red Hat technologies upskills the workforce on current practices and encourages the adoption of efficient and modern solutions. CONTENT 50% of content in Red Hat Learning Subscription is new or updated in the past year. With Red Hat Learning Subscription, you are getting the most up-to-date content straight from the source. No one can provide better training on Red Hat technologies than Red Hat Training. Red Hat experts are building the software and implementing it every day for enterprises around the world. Red Hat use-case-based courses and hands-on labs are delivered by world-class architects and translated into as many as 10 languages. Multiple course versions tied to different product releases are also available.  Live, virtual sessions taught by expert instructors Early access to courses in development 400 hours of cloud-based, hands-on lab time 10 downloadable e-books in Red Hat Bookshelf Skills paths for course selection guidance 5 certification exams with 5 retakes Expert extras: videos explaining actual use cases and scenarios Expert chat: live, online instructor coaching User reporting for individuals and teams Course content delivered in up to 10 languages Lab plus - scenario-based break fix, troubleshooting hands-on labs

OVERVIEW Learn to design and deploy real‑world AI solutions using Azure’s prebuilt and customizable AI services. This course is intended for experienced technology professionals who are responsible for planning, designing, and guiding AI-powered business solutions using Microsoft platforms. This course assumes familiarity with Microsoft business applications, cloud concepts, and solution architecture fundamentals. It is best suited for learners who want to deepen their architectural judgment, design decision-making, and enterprise readiness for agentic AI solutions—rather than those seeking step-by-step configuration guidance or exam preparation. Important Note: While this course aligns conceptually with many of the AB 100 exam skill areas, it is not a test-preparation course and does not focus on test-taking strategies. Instead, it provides the architectural foundations, enterprise context, and design reasoning that make AB 100 learning meaningful and applicable. For many learners, this course serves as a recommended preparatory step before beginning focused AB 100 exam study.   Updated 19/4/2026 OBJECTIVES By the end of this course, learners will be able to: Analyze business requirements and identify suitable agentic AI use cases that align with organizational goals and measurable business outcomes. Design end to end AI powered business solutions using agents, copilots, and generative AI across Microsoft platforms such as Copilot Studio, Power Platform, Dynamics 365, and Azure AI. Architect multi agent and orchestrated AI solutions that integrate data, applications, and services securely and at enterprise scale. Evaluate architectural trade offs, costs, and ROI when selecting AI technologies and deployment approaches for business solutions. Apply governance, security, and responsible AI principles to ensure AI solutions are compliant, ethical, and production ready. Plan deployment, monitoring, and lifecycle management for agentic AI solutions, including testing, ALM, and continuous optimization AUDIENCE This course is suitable for: - Solution Architects and Enterprise Architects designing intelligent and agent-based business solutions - Senior Functional and Technical Consultants working with Dynamics 365, Microsoft 365, Power Platform, or Azure AI services - AI and Digital Transformation Leads defining AI strategy, governance, and adoption across the organization - Application Architects and Technical Leads integrating agents, copilots, and generative AI into enterprise workloads -  Experienced practitioners preparing to advance toward formal AI solution validation, seeking architectural depth rather than exam-focused instruction CERTIFICATION None NEXT STEP None CONTENT Architect AI solutions for business productivity Module 1 : Introduction to agentic AI business solutions Drive AI transformation with architect strategies Explore Microsoft AI technologies for business Identify Microsoft AI technologies for business solutions Identify out-of-box Microsoft AI agent resources for business solutions Identify out-of-box Microsoft AI agents for business Module 2:Analyze requirements for AI-powered business solutions Assess the use of agents in task automation, data analytics, and decision-making Review data for grounding accuracy, relevance, timeliness, cleanliness, and availability Organize business solution data for AI systems Module 3: Design overall AI strategy for business solutions Implement AI adoption process with Azure Design AI agents for business solutions Design a multi-agent solution Develop use cases for prebuilt Microsoft 365 Copilot agents Define solution rules and constraints for AI components Determine generative AI knowledge sources for agents built in Copilot Studio Determine when to build custom agents or extend Microsoft 365 Copilot Determine when custom AI models should be created Provide guidelines for creating a prompt library Develop use cases for customized small language models Provide prompt engineering guidelines and techniques Identify key business user roles for AI workloads Evaluate regional and local AI data regulation compliance requirements Include elements in a Microsoft AI Center of Excellence Design AI solutions using multiple Dynamics 365 apps Design user prompt training for AI solution adoption Module 4: Evaluate costs and benefits of AI solutions Evaluate ROI criteria for AI-powered solutions Create ROI analysis for a proposed AI solution Analyze whether to build, buy, or extend AI components Implement a model router to intelligently route requests to the most suitable model Module 5: Design AI agents for business solutions Define core tenets of responsible AI guidelines for AI business solutions Design business terms for Copilot in Dynamics 365 Customer Service Design customizations for Copilot in Dynamics 365 apps Design connectors for Copilot in Dynamics 365 Sales Design AI agents for Dynamics 365 Contact Center Design task agents in Microsoft Copilot Studio Design autonomous agents in Copilot Studio Design prompt-driven agents using Copilot Studio Propose Foundry tools given a requirement Propose code first generative pages and agent feed applications Design topics for Copilot Studio, including fallback Design data processing workflows for grounded AI Design business processes with AI in Power Apps canvas apps Apply the Microsoft Power Platform Well-Architected Framework to intelligent application workloads Determine the use of standard natural language processing Design agents and agent flows with Copilot Studio Design prompt actions in Copilot Studio Define success criteria and adoption goals for AI business solutions Module 6: Design extensibility of AI solutions Design AI solutions with custom models in Microsoft Foundry Design agents in Microsoft 365 Copilot Design extensible agents in Microsoft Copilot Studio Design extensible agents using MCP in Copilot Studio Design agents to automate tasks in apps and websites with Computer Use in Copilot Studio Design agent behaviors in Copilot Studio Optimize solution design for agents in Microsoft 365 Module 7: Orchestrate configuration of prebuilt agents and apps Design AI solutions for Dynamics 365 Customer Service Propose Microsoft 365 agents for business scenarios Orchestrate and configure Microsoft 365 Copilot for sales and service Propose Microsoft Power Platform AI features Design interoperable agent experiences for Finance and Operations Recommend process knowledge sources for in-app help in Dynamics 365 Orchestrate AI features in Dynamics 365 Finance and Supply Chain Module 8: Monitor, analyze, and tune AI agents Recommend process tools for monitoring agents Analyze backlog and user feedback for AI agent usage Apply AI-based tools to analyze, identify issues, and perform tuning Monitor AI agent performance metrics Interpret telemetry data to tune AI performance Module 9: Manage testing AI-powered business solutions Recommend process metrics for testing AI agents Create validation criteria for custom AI models Validate effective Copilot prompt best practices Design end-to-end test scenarios for AI solutions using multiple Dynamics 365 apps Build a strategy for creating test cases using Copilot Module 10: Design ALM process for AI-powered business solutions Design an ALM process for data used in AI models and agents Design an ALM process for Copilot Studio agents, connectors, and actions Design ALM processes for Microsoft Foundry agents Design an ALM process for custom AI models Design an ALM process for AI in Dynamics 365 Finance and Supply Chain Design ALM processes for AI in Dynamics 365 apps Module 11: Design responsible AI security, governance, risk management, and compliance Design security agents for Microsoft clouds Design governance models for AI agents Design model security for responsible AI Analyze AI vulnerabilities and mitigations for prompt manipulation Review solution adherence to Responsible AI principles Validate data residency and movement compliance Design access controls for grounding data and model tuning Design audit trails for changes to models and data

OVERVIEW Configure and operate an intelligent contact center using Microsoft contact center capabilities and integrated AI features. In this course, learners focus on deploying and configuring contact center environments, including embedded and standalone modes, connecting data sources and third party Contact Center as a Service (CCaaS) solutions, and enabling Copilot and agent capabilities that enhance the customer and agent experience. The course emphasizes understanding how channels, users, and security settings work together to support scalable and efficient customer engagement. Updated 6/2026 OBJECTIVES After this course participants should be able to: Configure and operate an intelligent contact centre using Dynamics 365 contact centre capabilities and built‑in AI features. Deploy contact centre environments in both embedded and standalone modes. Integrate data sources and third‑party Contact Center as a Service (CCaaS) solutions. Enable and configure Copilot and AI‑assisted agent capabilities to enhance agent and customer. Configure channels, users, security, routing, and work distribution for scalable customer engagement across voice and digital channels. AUDIENCE This course is intended for implementation professionals who are responsible for designing, configuring, and deploying contact center solutions and want to deepen their skills at the intermediate level. It is designed for learners who already understand basic contact center concepts and are ready to learn how to configure channels, users, security, work distribution, routing strategies, and AI assisted capabilities in real-world implementations. Learners use this course to build confidence in configuring scalable, intelligent contact center solutions that support agent productivity, customer engagement, and supervisor oversight across voice and digital channels. CERTIFICATION None NEXT STEP None CONTENT Module 1: Implement an AI-powered contact center with Dynamics 365 Introduction to implementing Dynamics 365 Contact Center Configure Dynamics 365 Contact Center core capabilities Configure queues in Dynamics 365 Contact Center Configure routing in Dynamics 365 Contact Center Module 2: Configure channels in Dynamics 365 Contact Center Configure chat and digital channels in Dynamics 365 Contact Center Configure the voice channel in Dynamics 365 Contact Center Configure advanced settings for channels in Dynamics 365 Contact Center Design and deploy intelligent voice agents in Dynamics 365 Contact Center Module 3: Empower customer service representatives in Dynamics 365 Contact Center Optimize staffing with workforce management in Dynamics 365 Contact Center Tailor the agent workspace with experience profiles in Dynamics 365 Contact Center Accelerate service delivery with productivity tools in Dynamics 365 Contact Center Configure knowledge management in Dynamics 365 Customer Service and Contact Center Configure AI agents and Copilot in Dynamics 365 Contact Center Module 4: Monitor and optimize Dynamics 365 Contact Center with AI-driven insights Manage contact center operations with supervisor tools in Dynamics 365 Contact Center Reach customers first with proactive engagement in Dynamics 365 Contact Center Unlock insights with analytics and reporting in Dynamics 365 Contact Center

OVERVIEW Design and build intelligent applications on the Microsoft Power Platform by using AI, copilots, and agents to solve real business problems. This course equips learners with the skills to design and build intelligent applications using the Microsoft Power Platform, leveraging AI, copilots, and agent-based solutions to address real-world business challenges. The course focuses on integrating advanced AI capabilities into modern applications, enabling organisations to automate processes, enhance decision-making, and deliver smarter, more adaptive user experiences across business scenarios.   Updated 08/06/2026 OBJECTIVES After completion of this course, learners will be able to: Design and build intelligent applications using the Microsoft Power Platform. Integrate AI capabilities, copilots, and agent-based solutions into business applications. Apply AI-driven approaches to solve real-world business problems and automate processes. Develop solutions that enhance decision-making and improve user experiences across business scenarios. AUDIENCE This course is designed for individuals who want to learn how to build intelligent applications using the Microsoft Power Platform and are new to using AI, copilots, and agents in solution design. It is ideal for learners with a general understanding of business processes or app building who want to develop the skills to analyze requirements, select appropriate Power Platform components, and create AI enhanced solutions. The course introduces how AI and agents can improve application behavior, automation, and user experience, while also building awareness of governance and responsible use as learners begin their journey into intelligent app development. CONTENT Module 1: Get started with AI-first solutions in Microsoft Power Platform Design AI-powered business solutions with Microsoft Power Platform Create effective prompts for generative AI training tools Turn business ideas into Power Platform solutions with Plans Module 2: Build your data model with Microsoft Dataverse Create tables in Dataverse Create and manage columns within a table in Dataverse Get started with security roles in Dataverse Define and create business rules in Dataverse Module 3: Build intelligent apps and portals with Microsoft Power Apps Get started with Power Apps canvas apps Customize a canvas app in Power Apps Publish, share, and maintain a canvas app Get started with model-driven apps in Power Apps Configure forms, charts, and dashboards in model-driven apps Core components of Power Pages Explore Power Pages design studio Module 4: Automate and extend your solutions with AI in Microsoft Power Automate Get started with Power Automate Use Dataverse triggers and actions in Power Automate Build approval flows with Power Automate Create AI Builder prompts using your own Dataverse data

OVERVIEW Gain a solid foundation in Microsoft Dynamics 365 Finance, including ERP basics, navigation, security, and shared features. Explore advanced tools like Copilot automation, AI forecasting, and intelligent collections. Hands-on labs cover financial reporting, budgeting, AP/AR, and integration with Microsoft 365 and Power Platform. Learn to optimize operations through business events, electronic reporting, and personalization for better decision-making. AUDIENCE This course is designed for finance professionals, business users, and ERP beginners who want to learn the fundamentals of Microsoft Dynamics 365 Finance. Ideal for those with little to no prior experience, it focuses on building foundational skills for managing core financial processes and system navigation. CONTENT Module 1: Introduction to finance in Dynamics 365 Describe Dynamics 365 finance and operations apps Describe reporting and integration capabilities in Dynamics 365 finance and operations apps Describe shared features in Dynamics 365 finance and operations apps Describe Dynamics 365 Finance core capabilities Describe general ledger and cash and bank management processes in Dynamics 365 Finance Describe accounts payables and receivables in Dynamics 365 Finance Describe expense tracking, asset control, and budgeting processes in Dynamics 365 Finance

OVERVIEW Enhance and automate business processes using Dynamics 365 customer engagement apps, while incorporating native interconnectivity with Microsoft 365 This course will teach you how to enhance and automate business processes using Dynamics 365 customer engagement apps, while incorporating native interconnectivity with Microsoft 365. You will also learn to support customers efficiently through AI-driven Dynamics 365 Customer Service, improve customer experience with AI-first omnichannel communication in Dynamics 365 Contact Center, and boost first-time resolution rates for on-site workers using AI-driven Dynamics 365 Field Service.   AUDIENCE This course is tailored for professionals who aim to enhance and automate business processes using Dynamics 365 customer engagement apps, while leveraging native interconnectivity with Microsoft 365. It is ideal for those looking to support customers efficiently through AI-driven Dynamics 365 Customer Service, improve customer experience with AI-first omnichannel communication in Dynamics 365 Contact Center, and boost first-time resolution rates for on-site workers using AI-driven Dynamics 365 Field Service. CONTENT Module 1: Introduction to service in Dynamics 365 Describe the foundations of Dynamics 365 customer engagement apps Explore self-service capabilities in Dynamics 365 Explore case management in Dynamics 365 Contact Center Describe workforce management in Dynamics 365 Contact Center Utilize onsite service capabilities in Dynamics 365 Field Service Describe shared capabilities in Dynamics 365 customer engagement apps