AB-6004 Introduction to service in Dynamics 365

Price
Net €
VAT €

Price
Price on Request

Duration
1 day

For companies and job seekers:
this course is 100% fundable!
 

Location

Course Language
English

Training Solutions
Online Live

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Service processes are evolving rapidly. Modern platforms combine customer data, automation, and AI to create efficient service experiences. Dynamics 365 provides a central, integrated basis for this.

Key topics

  • Service architecture in Dynamics 365
  • Customer service functions and workflows
  • Case management, omnichannel, SLAs
  • Automation and AI-supported services
  • Integration, data models, and reporting

Prerequisite
Basic understanding of business processes, CRM structures, or Microsoft cloud solutions. Technical depth is not required.

Target audience
Specialists from service, support, consulting, IT-related business, and roles with a focus on digital customer processes.

A clear overview of modern service solutions strengthens process reliability, data understanding, and strategic decision-making capabilities in service-oriented organizations.
 

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course content
  • Describe the customer engagement apps in Dynamics 365.
  • Describe the cross-solution capabilities of customer engagement apps.
  • Navigate to and within the customer engagement apps.
  • Describe the timeline feature in customer engagement apps.
  • Explore the prompts in Dynamics 365 apps with Copilot Chat.
  • Describe security in customer engagement apps.
  • Describe self-service in Dynamics 365 Contact Center.
  • Describe knowledge management in Dynamics 365 Customer Service.
  • Describe the Knowledge Management Agent.
  • Describe the features of Dynamics 365 Contact Center.
  • Describe the lifecycle of a case.
  • Describe the channels in Dynamics 365 Contact Center.
  • Describe the routing features in Dynamics 365.
  • Describe case reporting and analysis in Dynamics 365 Contact Center.
  • Describe the supervisor experience in Dynamics 365 Contact Center.
  • Describe the Agent Hub.
  • Describe Workforce Management (WFM) in Dynamics 365 Contact Center.
  • Describe forecasting and capacity planning.
  • Describe scheduling and shift planning.
  • Explore Microsoft 365 Copilot for Service.
  • Describe use cases for Dynamics 365 Field Service.
  • Describe the lifecycle of a work order.
  • Describe the Dynamics 365 Field Service mobile app.
  • Describe resource and planning processes.
  • Describe the Scheduling Operations Agent.
  • Describe options for customizing customer engagement apps to meet business needs.
  • Enhance customer engagement apps with Microsoft Power Platform integration.
  • Describe reporting capabilities, including charts, dashboards, and views. Describe
    Microsoft 365 integrations.
  • Describe Copilot features in customer engagement apps.

Frequently asked questions

  • The focus is on the fundamentals of service processes with Dynamics 365. These include customer service, ticket processing, workflows, automation, and efficient service processes in a business context.
  • The platform supports the processing of service requests, the organization of support cases, and the optimization of internal customer service processes.
  • Relevant for activities in customer service, in service-oriented specialist departments, in the business application environment, and at the interface between IT and specialist departments.
  • A basic understanding of digital business processes is sufficient. Experience with CRM or ERP systems is helpful but not essential.
  • Structured service processes improve response times, transparency, and service quality, and make a measurable contribution to customer satisfaction.
  • The program promotes process understanding, system-supported work, and confident use of modern service platforms.
  • The content can be used across industries, especially in organizations with customer-oriented service and support structures.
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