AB-6004 : Introduction to service in Dynamics 365

AB-6004 : Introduction to service in Dynamics 365


  1 Day
  Download Contents
  Beginner

Regular Price : $600.00
Offer Price :$499.00

Course Overview

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.

Course Outline

Learning Path 1: Describe the foundations of Dynamics 365 customer engagement apps

  • Describe customer engagement apps.

  • Describe cross-functionality of customer engagement apps.

  • Navigate customer engagement apps and work with records.

  • Explain prompting in Dynamics 365 customer engagement apps.

  • Describe security in Dynamics 365 customer engagement apps.

Learning Path 2: Explore self-service capabilities in Dynamics 365

  • Describe the self-service capabilities in Dynamics 365 Contact Center.

  • Describe knowledge management in Dynamics 365 Customer Service.

  • Describe autonomous knowledge creation.

Learning Path 3: Explore case management in Dynamics 365 Contact Center

  • Describe Dynamics 365 Contact Center capabilities

  • Describe the case lifecycle.

  • Describe Channels in Dynamics 365 Contact Center.

  • Describe routing capabilities, including basic and unified routing.

  • Describe reporting and analytics.

  • Describe the supervisor experience (Contact Center)

  • Describe the agent hub to deploy and manage AI features.

Learning Path 4: Describe workforce management in Dynamics 365 Contact Center

  • Describe workforce management.

  • Describe forecasting and capacity planning.

  • Describe scheduling.

  • Explore Microsoft 365 Copilot for Service.

Learning Path 5: Utilize onsite service capabilities in Dynamics 365 Field Service

  • Describe use cases for Field Service.

  • Describe the work order lifecycle.

  • Describe using Field Service mobile app with embedded Copilot.

  • Describe resource management, and scheduling processes. 

Learning Path 6: Describe shared capabilities and in Dynamics 365 customer engagement apps

  • Describe options for tailoring Dynamics 365 customer engagement apps.

  • Enhance customer engagement apps with Power Platform.

  • Describe reporting capabilities.

  • Describe Microsoft 365 integrations.

  • Enhance your productivity using copilot across apps.

Course Objectives

By the end of this course, learners will be able to:

 

  • Understand the core service management capabilities of Dynamics 365 customer engagement apps

  • Use Dynamics 365 Customer Service to manage cases and support customer interactions efficiently

  • Explore omnichannel communication using Dynamics 365 Contact Center to improve customer experience

  • Understand how Dynamics 365 Field Service improves on-site service efficiency and first-time resolution rates

  • Identify how AI-driven features enhance customer support, routing, and automation

  • Leverage integration with Microsoft 365 to improve collaboration and streamline business processes

  • Recognize how service solutions can be used to optimize customer engagement and operational performance

Pre-requisites

Before attending this course, learners should have:

 

  • No formal prerequisites (beginner-level course)

  • Basic understanding of customer service or business processes (recommended)

  • Familiarity with CRM concepts or Microsoft 365 applications (helpful but not required)

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This course includes:

  • Official MS Learn Courseware
  • Exam Preps
  • Achievement Badge from Microsoft
  • Course Completion Certificate
  • Post Training Support
  • Experienced & Certified Instructors
  • Train from AnyWhere
  • Interactive Hands-On Labs
  • Personalized Learning Plans
  • Flexible Scheduling
  • Accredited Training
  • Cost-Effective Pricing

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