Introduction to service in Dynamics 365 Training in Canada

  • Learn via: Online Instructor-Led / Classroom Based / Onsite
  • Duration: 1 Day
  • Level: Fundamentals
  • Price: Please contact for booking options
  • Upcoming Date:
  • UK 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 Bilginç IT Academy

Experience live, interactive learning from the comfort of your home or office with Bilginç IT Academy's Online Instructor-Led Introduction to service in Dynamics 365 Training in Canada. Engage directly with expert trainers in a virtual environment that mirrors the energy and schedule of a physical classroom.

  • Live Sessions: Join scheduled classes with a live instructor and other delegates in real-time.
  • Interactive Experience: Engage in group activities, hands-on labs, and direct Q&A sessions with your trainer and peers.
  • Global Expert Trainers: Learn from a handpicked global pool of expert trainers with deep industry experience.
  • Proven Expertise: Benefit from over 30 years of quality training experience, equipping you with lasting skills for success.
  • Scalable Delivery: Accessible worldwide, including Canada, with flexible scheduling to meet your professional needs.

Immerse yourself in our most sought-after learning style for Introduction to service in Dynamics 365 Training in Canada. Our hand-picked classroom venues in Canada offer an invaluable human touch, providing a focused and interactive environment for professional growth.

  • Highly Experienced Trainers: Boost your skills with trainers boasting 10-20+ years of real-world experience.
  • State-of-the-Art Venues: Learn in high-standard facilities designed to ensure a comfortable and distraction-free experience.
  • Small Class Sizes: Our limited class sizes foster meaningful discussions and a personalized learning journey.
  • Best Value: Achieve your certification with high-quality training and competitive pricing.

Streamline your organization's training requirements with Bilginc IT Academy’s Onsite Introduction to service in Dynamics 365 Training in Canada. Experience expert-led learning at your own business premises, tailored to your corporate goals.

  • Tailored Learning Experience: Customize the training content to fit your unique business projects or specific technical needs.
  • Maximize Training Budget: Eliminate travel and accommodation costs, focusing your entire budget on the training itself.
  • Team Building Opportunity: Enhance team bonding and collaboration through shared learning experiences in your workspace.
  • Progress Monitoring: Track and evaluate your employees' progression and performance with relative ease and direct oversight.
Contact us for more detail about our trainings and for all other enquiries!

Avaible Training Dates

Join our public courses in our Canada 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.
06 May 2026 (1 Day)
Toronto, Vancouver, Montreal, Ottawa
11 June 2026 (1 Day)
Toronto, Vancouver, Montreal, Ottawa
13 June 2026 (1 Day)
Toronto, Vancouver, Montreal, Ottawa
06 July 2026 (1 Day)
Toronto, Vancouver, Montreal, Ottawa
10 July 2026 (1 Day)
Toronto, Vancouver, Montreal, Ottawa
16 July 2026 (1 Day)
Toronto, Vancouver, Montreal, Ottawa
06 August 2026 (1 Day)
Toronto, Vancouver, Montreal, Ottawa
11 August 2026 (1 Day)
Toronto, Vancouver, Montreal, Ottawa

Canada has emerged as a global powerhouse for Artificial Intelligence and deep tech, with Toronto, Vancouver, and Montreal leading the charge as international innovation hubs. The country’s commitment to tech-driven economic growth is supported by world-class institutions like the University of Toronto and Waterloo, attracting top talent from across the globe. From the gaming industry in Montreal to the cloud-computing boom in British Columbia, Canada offers a diverse and stable environment for professional development. Our training solutions in Canada focus on equipping the workforce with high-demand skills in DevOps, Data Science, and Enterprise Architecture. We help professionals stay ahead of the curve in a nation that consistently ranks at the top for digital readiness and technological investment.

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