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55260: Microsoft Dynamic 365 for Customer Service Training


Dynamics 365



Course Description

With this Customer Service training, you will experience detailed Customer Service features of Microsoft Dynamic 365. Professionals will learn the in-depth knowledge of the Service Case Management Process, including discovering how to track and resolve customer requests with Case records, collaborate on issues using Queues, use Service Level Agreement (SLA) to maintain service entitlements and use the knowledge Base to resolve customer problems faster. Customer Service Insights, Service Data Analysis, AI features, Service Reports, Charts and Dashboards are also given.

The latest update on this course has been done on October 2020, Release Wave 2 of Dynamics 365 and the Power Platform.

This training is designed based on the objectives of the course variant 55260A.

Prerequisites for this training

Working knowledge of Microsoft Dynamics 365 or Microsoft Dynamics CRM


Successful completion of the ‘Introduction to Microsoft Dynamics 365’ course

Who should attend this course?

This course is intended for Customer Service Representatives (CSR), Service Managers and End-users who are interested in the Service components of Dynamics 365. Students should have an existing working knowledge of either Microsoft Dynamics 365 or Microsoft Dynamics CRM. At a minimum, students should attend the prerequisite course ‘Introduction to Microsoft Dynamics 365’.

What you will learn

  • Navigate and explore the Customer Service Hub in Dynamics 365
  • Understand the features and tools that exist in Microsoft Dynamics 365 for CSR’s and Service Managers
  • Be familiar with the stages of the Service Case Management Process in Microsoft Dynamics 365
  • Understand the fundamentals of Case Management. Be able to track, manage and resolve customer service requests using Case records in Microsoft Dynamics 365
  • Know how to assign, resolve, reactivate, cancel and delete Case records
  • Understand the significance of Service Level Agreements and how to create a Customer Schedule and apply SLA’s to Customer and Case records through Entitlements
  • How to set up and configure Queues and use Queue’s to collaborate on Cases with other CSR’s and Teams.
  • How to implement Case Routing Rules and utilize Queue Items in Processes
  • Understand the process to create and manage Knowledge Articles in the Knowledge Base
  • Be familiar with the Knowledge Base approval process
  • How to search the Knowledge Base and relate Knowledge Articles to Case records
  • Effectively interact with the Customer Service Hub Interactive Filters, Visualizations and Dashboards
  • Perform Case Management in the Customer Service Hub
  • Explore the Service Reports in Microsoft Dynamics 365
  • Explore the Service Charts and Dashboards and create a custom Service Dashboard in Microsoft Dynamics 365
  • Configure Customer Service Insights and understand the Artificial Intelligence features for Customer Service in Dynamics 365

With Microtek Learning, you’ll receive:

  • Certified Instructor-led training
  • Industry Best Trainers
  • Official Training Course Student Handbook
  • Pre and Post assessments/evaluations
  • Collaboration with classmates (not available for a self-paced course)
  • Real-world knowledge activities and scenarios
  • Exam scheduling support*
  • Learn and earn program*
  • Practice Tests
  • Knowledge acquisition and exam-oriented
  • Interactive online course.
  • Support from an approved ITIL expert
  • For Government and Private pricing*
*For more details call: +1-800-961-0337 or email: info@microteklearning.com

Our Clients

For many years, Microtek Learning has been helping organizations, leaders, and professionals to reach their maximum performance by addressing the challenges they are facing.

  • 300+ enterprise clients
  • 100,000+ professionals trained
  • Service 70 of the Fortune 100
  • 96% of our clients would recommend us
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Trusted & Approved

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Many Delivery Methods

Flexible delivery methods are available here.


High-Quality Resources

Resources are included for a comprehensive learning experience.


This module provides the attendee with an introduction to the concept of Customer Service the Microsoft Dynamics 365.

  • Examine common Customer Service Scenarios
  • An Introduction to Service in Dynamics 365
  • The Dynamics 365 Platform
  • Dynamics 365 Service Fundamentals
  • Security Considerations
  • Where to get Help
  • Further Reading and Resources
  • Lab1: Exploring Customer Service Features

  • Explore the Customer Service features in Dynamics 365
  • This module presents the Service Case Management Process in Microsoft Dynamics 365. We also examine the various stages a Case record can go through during its lifespan, and how Service Level Agreements can be used with Cases to define and track Service Entitlements.

  • The Case Management Process
  • Working with Case Records
  • Working with the Case Form
  • Case Assignment and Routing
  • Cases and Activities
  • Resolving Cases
  • Reactivating, Cancelling and Deleting Cases
  • Service Level Agreements
  • Lab1: Working with Cases

  • Create a Case record
  • Assign a Case record
  • Resolve a Case record
  • Reactivate a Case record
  • Cancel a Case record
  • Lab2: Service Level Agreements and Cases

  • Crate a Customer Schedule for the SLA
  • Create a new Service Level Agreement
  • Activate a Service Level Agreement
  • Create an Entitlement
  • Relate a Case to a Service Level Agreement
  • This module presents the concepts of Service Queues in Microsoft Dynamics 365. We examine common Service scenarios where Queues can be useful, and step through the process to create and manage Queues. We also look at how Workflow and Routing Rules can automate Case assignment using Queues.

  • Introduction to Service Queues
  • Common Service Queue Scenarios
  • Creating and Managing Queues
  • Working with Queue Items
  • Case Routing Rules
  • Processes and Queues
  • Lab1: Create a Case Routing Queue

  • Creating Queues
  • Create a Case Routing Rule
  • Route a Case to a Queue
  • Working with Queues and Queue Items
  • Lab1: Using the Customer Service Hub

  • Explore the Case Charts
  • Create a custom Service Chart
  • Explore the Service Dashboards
  • Create a custom Service Dashboard
  • Lab1: Explore the Service Reports

  • Explore the Case Charts
  • Create a custom Service Chart
  • Explore the Service Dashboards
  • Create a custom Service Dashboard
  • Lab2: Explore the Service Charts and Dashboards

  • Explore the Case Charts
  • Create a custom Service Chart
  • Explore the Service Dashboards
  • Create a custom Service Dashboard
  • Lab3: Explore Customer Service Insights

  • Configure Customer Service Insights
  • Working with Customer Service Insights Dashboards
  • Working with Customer Service Insights Dashboard Filters
  • Working with Customer Service Insights Visualizations
  • Working with Customer Service Insights Topics


    I was sceptical at first whether to enrol with Microtek Learning or not, however, I am glad that I did- I got everything that was promised (maybe more). The trainer was very patient and knowledgeable and with his effort and mine, I was able to clear the exam with ease! Keep up the good work everyone.



    • (5)

    I'm really impressed with the storytelling skills of the instructor. She makes the session exciting by keeping things simple and easy to understand.

    Prince N.


    • (5)

    I was recommended the ITIL 4 Foundation course by an IT professional who had completed the same course at Microtek Learning. The training gave me a thorough understanding of service management that I felt I could take back to my job as an IT Project Management and apply it to improve the value of products and services.

    Marsh George


    • (5)
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    Course Details

    • Duration: 1 Day
    • Skill Level: Intermediate
    • Certification: NO
    • Enrolled: 1582
    • Price: $625
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