Introduction to service in Dynamics 365 Training in Bahrain

  • Learn via: Online Instructor-Led / Classroom Based / Onsite
  • Duration: 1 Day
  • Level: Fundamentals
  • Price: From €1,300
  • Upcoming Date:
  • UK & Türkiye Based Global Training Provider

The Introduction to Service in Dynamics 365 course provides a foundational understanding of how to enhance and automate business processes using Dynamics 365 Customer Engagement apps and Microsoft 365 integrations.

Participants will learn to:

  • Support customers efficiently through AI-driven Customer Service,

  • Improve customer experience using AI-first omnichannel communication in Dynamics 365 Contact Center,

  • Enhance field operations with AI-enabled Dynamics 365 Field Service.

This 1-day course combines conceptual learning, guided exercises, and interactive simulations to help learners apply best practices directly to real-world business scenarios.

We can organize this training at your preferred date and location. Contact Us!

HAVELSAN
ASELSAN
PepsiCo Türkiye
JTI TÜTÜN ÜRÜNLERİ SANAYİ A.Ş.
ING Bank
DHL
MASTERCARD
Huawei
TotalEnergies
Mercedes-Benz Türk A.Ş.
Goodyear
FORD OTOMOTIV SANAYI A.S.
3M COMPANY
Schneider Electric
Central Bank of Azerbaijan
BP Petrolleri
Procter & Gamble (P&G)
Qatar Foundation
Bank Of China
GlaxoSmithKline (GSK)
MORGAN STANLEY & CO Inc
Novo Nordisk
DEUTSCHE BANK
Azerbaycan Cumhuriyeti Emek ve Ahalinin Sosyal Güvenliği Bakanlığı
ACCENTURE

Prerequisites

Participants should have:

  • Basic familiarity with business processes and customer engagement concepts,

  • Hands-on experience with Microsoft 365 applications in a business setting.

Who Should Attend

This course is ideal for professionals who want to:

  • Improve and automate customer engagement workflows,

  • Leverage Microsoft 365 and Power Platform integrations,

  • Deliver AI-powered customer support and field service experiences.

What You Will Learn

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

  • Understand core features and integrations of Dynamics 365 Customer Engagement apps.

  • Use self-service tools such as knowledge bases and virtual agents.

  • Manage customer cases and omnichannel communications in Dynamics 365 Contact Center.

  • Apply workforce management tools for scheduling and forecasting.

  • Manage field operations with work order lifecycle and mobile applications.

  • Integrate and customize Dynamics 365 with Power Platform, AI tools, and Microsoft 365 services.

Training Outline

Module 1: Describe the foundations of Dynamics 365 customer engagement apps

Explore Dynamics 365 customer engagement apps to understand their features, integration capabilities, and tools for better customer interaction.

  • 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
  • Module assessment
  • Summary

Module 2: Explore self-service capabilities in Dynamics 365

Learn how to use self-service tools in Dynamics 365 to create seamless, efficient customer support experiences through knowledge articles and virtual agents.

  • 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
  • Module assessment
  • Summary

Module 3: Explore case management in Dynamics 365 Contact Center

Dive into Dynamics 365 Contact Center to learn about case management, automation, routing options, analytics tools, omnichannel engagement, and Agent Hub.

  • 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
  • Module assessment
  • Summary

Module 4: Describe workforce management in Dynamics 365 Contact Center

Discover the key capabilities of Workforce Management, including forecasting, scheduling, and AI-powered tools in Dynamics 365 Contact Center.

  • 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
  • Module assessment
  • Summary

Module 5: Utilize onsite service capabilities in Dynamics 365 Field Service

Use Dynamics 365 Field Service to manage field service operations, optimize workflows, and increase customer satisfaction.

  • 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
  • Module assessment
  • Summary

Module 6: Describe shared capabilities in Dynamics 365 customer engagement apps

Examine integration, AI-driven tools, and customization features for tailoring Dynamics 365 customer engagement apps to business requirements.

  • 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
  • Module assessment
  • Summary

Why Choose Us

Experience Introduction to service in Dynamics 365 in Bahrain through Bilginç IT Academy's live and interactive virtual classroom environment, accessible from your home, office, or any location. Connect with expert trainers in real time and bring the energy of classroom learning into the digital experience.

  • Live Instructor-Led Sessions: Join scheduled training sessions with your instructor and fellow delegates in real time.
  • Interactive Learning Experience: Take part in discussions, practical exercises, group activities, and Q&A sessions throughout the course.
  • Expert Trainer Network: Learn from experienced trainers with strong industry backgrounds and practical field expertise.
  • Over 30 Years of Training Expertise: Benefit from Bilginç IT Academy's long-standing experience in delivering professional training since 1995.
  • Flexible and Scalable Delivery: Access live virtual classrooms from Bahrain and worldwide, with flexible planning options for individual and corporate training needs.

Experience Introduction to service in Dynamics 365 in a focused classroom environment in Bahrain. Bilginç IT Academy's carefully selected training venues provide a professional setting where delegates can interact directly with expert trainers and peers.

  • Experienced Trainers: Learn from specialists with extensive field experience and real-world knowledge.
  • Professional Training Venues: Attend courses in comfortable, well-equipped classrooms designed to support effective learning.
  • Focused Classroom Experience: Benefit from limited class sizes that encourage discussion, interaction, and personalized support.
  • Quality-Driven Learning: Develop practical skills through structured, up-to-date, and professionally designed training content.

Meet your team's training needs with Bilginç IT Academy's onsite Introduction to service in Dynamics 365 in Bahrain solution, delivered at your office or preferred location. Align your team's development with your business goals through a training experience tailored to your organization.

  • Tailored Course Content: Adapt the training program to your organization's projects, team structure, and specific business requirements.
  • Time and Cost Efficiency: Reduce travel, accommodation, and operational costs while maximizing the value of your training investment.
  • Team-Focused Learning: Help your employees develop around the same knowledge base and strengthen collaboration across your organization.
  • Simplified Planning and Tracking: Manage the training process, participant development, and organizational requirements with greater control.
Contact us for more detail about our trainings and for all other enquiries!

Introduction to service in Dynamics 365 Training Course in Bahrain Schedule

Join our public courses in our Bahrain facilities. Private class trainings will be organized at the location of your preference, according to your schedule.

We can organize this training at your preferred date and location.
08 July 2026 (1 Day)
Manama
€1,300
01 August 2026 (1 Day)
Manama
€1,300
16 August 2026 (1 Day)
Manama
€1,300
20 August 2026 (1 Day)
Manama
€1,300
08 September 2026 (1 Day)
Manama
€1,300
10 September 2026 (1 Day)
Manama
€1,300
19 September 2026 (1 Day)
Manama
€1,300
23 September 2026 (1 Day)
Manama
€1,300

Bahrain has positioned itself as the pioneering fintech and cloud capital of the Middle East, with Manama hosting the region’s first dedicated fintech hub, Bahrain FinTech Bay. As the first country in the region to adopt a 'Cloud First' policy, Bahrain has attracted global giants like AWS to establish massive data center infrastructures on its shores. The University of Bahrain and various national initiatives are focused on cultivating a workforce that is highly proficient in blockchain, open banking, and cybersecurity. Our IT education services in Bahrain are tailored to this innovation-driven market, offering advanced curriculum in Cloud Engineering, DevOps, and Information Security. We empower professionals in the Kingdom to take the lead in a digital-first economy that consistently sets the benchmark for regulatory technology and financial innovation across the Gulf.

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