Introduction to service in Dynamics 365 Training

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.

Participants should have:

• Basic familiarity with business processes and customer engagement concepts,

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

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.

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