AB-6004: Introduction to service in Dynamics 365 Training

This course covers how Dynamics 365 Service apps use AI to improve customer support, manage conversations across channels like chat, email, and phone, and run field service operations more efficiently, all with built in Microsoft 365 integration.

📘 Dynamics 365 👥 368 Enrolled ⏱️ 1 Day 💼 Foundation Level ⭐ 5 | 195 Reviews

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Course Overview

This course is an introduction to service management in Microsoft Dynamics 365. It's built for beginners who want to understand how Dynamics 365 helps organizations run customer service operations.

You'll get hands on with three apps. Dynamics 365 Customer Service is where support cases are tracked and resolved. Contact Center handles communication across channels like chat, email, and phone. Field Service is for the teams that show up on site, where fixing the problem on the first visit actually matters.

There's also a focus on how AI works inside these apps. Think faster agent responses, smarter routing, and fewer manual steps. Since Dynamics 365 connects with Microsoft 365, you'll also see how Outlook and Teams fit naturally into service workflows rather than sitting off to the side.

Mode of Training

🏫 Classroom 💻 Live Online 🧪 Blended 👨‍👩‍👧‍👦 Private Group

Upcoming Schedules

Start Date	Time	Duration	Mode	Price
Apr 10, 2026	9:00 am - 5:00 pm	1 Day	online	$599	GTR
Apr 24, 2026	9:00 am - 5:00 pm	1 Day	online	$599	GTR
May 08, 2026	9:00 am - 5:00 pm	1 Day	online	$599	GTR
May 22, 2026	9:00 am - 5:00 pm	1 Day	online	$599	GTR
Jun 05, 2026	9:00 am - 5:00 pm	1 Day	online	$599	GTR
Jun 26, 2026	9:00 am - 5:00 pm	1 Day	online	$599	GTR

+ View more schedules

What you will learn

Understand core service management concepts in Microsoft Dynamics 365
Support customers efficiently using AI-driven tools in Dynamics 365 Customer Service
Deliver consistent omnichannel experiences using Dynamics 365 Contact Center
Improve field service efficiency and first-time fix rates with Dynamics 365 Field Service
Leverage Microsoft 365 integration to automate workflows and enhance collaboration

Who Should Attend This Course?

Business Managers
Students at the college and university level
Dynamics Functional Consultant

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📘 AB-6004: Introduction to service in Dynamics 365 Outline

Introduction
Describe customer engagement apps in Dynamics 365
Describe the cross-solution capabilities of customer engagement apps
Navigate to and within customer engagement apps
Describe the Timeline feature in customer engagement apps
Exercise – Navigate Dynamics 365 apps
Explore prompting in Dynamics 365 apps with Copilot Chat
Describe security in customer engagement apps

Introduction
Describe self-service in Dynamics 365 Contact Center
Describe knowledge management in Dynamics 365 Customer Service
Exercise – Create a knowledge article
Describe the Knowledge Management Agent

Introduction
Describe the capabilities of Dynamics 365 Contact Center
Describe the case lifecycle
Describe channels in Dynamics 365 Contact Center
Exercise – Create a chat channel
Describe routing capabilities in Dynamics 365
Describe case reporting and analytics in Dynamics 365 Contact Center
Describe the supervisor experience in Dynamics 365 Contact Center
Describe Agent Hub

Introduction
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

Introduction
Describe use cases for Dynamics 365 Field Service
Describe the work order lifecycle
Describe the Dynamics 365 Field Service mobile app
Describe resource and scheduling processes
Describe the Scheduling Operations Agent
Exercise – Create and schedule a basic work order in Dynamics 365 Field Service

Introduction
Describe the options for tailoring 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 the capabilities of Copilot in customer engagement apps

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What You Get with Microtek Learning

Instructor-Led Excellence

✓ Certified Instructor-led Training
✓ Top Industry Trainers
✓ Official Student Handbooks

Measurable Learning Outcomes

✓ Pre- & Post-Training Assessments
✓ Practice Tests
✓ Exam-Oriented Curriculum

Real-World Skill Building

✓ Hands-on Activities & Scenarios
✓ Interactive Online Courses
✓ Peer Collaboration (Not in self-paced)

Full Support & Perks

✓ Exam Scheduling Support ^*
✓ Learn & Earn Program ^*
✓ Support from Certified Experts
✓ Gov. & Private Pricing ^*

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For over 10 years, Microtek Learning has helped organizations, leaders, students and professionals to reach their maximum potential. We have led the path by addressing their challenges and advancing their performances.