Introduction to service in Dynamics 365 Training in Ireland

  • Delivery Method: Online Instructor-Led / Classroom Based / Onsite
  • Participation Model: Public Training / Private / In-House Training
  • Duration: 1 Day
  • Level: Fundamentals
  • Price: From €1,300 +TAX
  • Upcoming Date:
  • UK & Ireland 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.
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 Ireland through Bilginç IT Academy's live and interactive virtual classroom environment. Join a Public course as an individual delegate or arrange a dedicated Private / In-house online training program exclusively for your organization.

  • Delivery Method: Online Instructor-Led
  • Participation Model: Public / Private (In-house)
  • Live and Interactive Training: Connect with your instructor in real time and actively participate through discussions, Q&A sessions, practical exercises, and group activities.
  • Flexible Participation: Join the training from your home, office, or any location with a suitable internet connection.
  • 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 professional training experience since 1995.
  • Worldwide Access: Join our live virtual classrooms from Ireland or anywhere else in the world, or arrange a dedicated online training program for your organization.

Experience Introduction to service in Dynamics 365 through face-to-face Classroom Based training in Ireland. Training can be delivered as a Public course open to individual delegates or as a dedicated Private / In-house class for your organization.

  • Delivery Method: Classroom Based
  • Participation Model: Public / Private (In-house)
  • Face-to-Face Learning: Interact directly with your instructor and fellow delegates in an engaging classroom environment.
  • Experienced Trainers: Learn from specialists with extensive industry experience and practical real-world knowledge.
  • Professional Training Environment: Attend training in comfortable, well-equipped classrooms designed to support effective learning.
  • Practical Learning: Depending on the course, reinforce your knowledge through hands-on exercises, scenarios, case studies, and instructor-led activities.

Arrange Introduction to service in Dynamics 365 in Ireland as a dedicated Onsite training program for your organization. Bilginç IT Academy trainers can deliver the training at your office or another location of your choice, with the program planned around your team's requirements and business objectives.

  • Delivery Method: Onsite
  • Participation Model: Private (In-house)
  • Training at Your Preferred Location: Organize the training at your company's office or another location selected by your organization.
  • Tailored Course Content: Adapt the training program to your projects, team structure, existing skill levels, and specific business requirements.
  • Team-Focused Learning: Develop your team around a shared knowledge base while strengthening internal collaboration and knowledge transfer.
  • Flexible Scheduling: Plan the training dates, location, and program according to your organization's operational requirements.
  • Worldwide Onsite Delivery: Arrange the training in Ireland or at another preferred location worldwide. Bilginç IT Academy trainers can travel to your selected location to deliver the dedicated training program.
Contact us for more detail about our trainings and for all other enquiries!

Introduction to service in Dynamics 365 Training Course in Ireland Schedule

Join our public courses in our Ireland 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.
02 October 2026 (1 Day)
Dublin, Cork, Limerick
€1,300 +TAX
11 October 2026 (1 Day)
Dublin, Cork, Limerick
€1,300 +TAX
14 October 2026 (1 Day)
Dublin, Cork, Limerick
€1,300 +TAX
22 October 2026 (1 Day)
Dublin, Cork, Limerick
€1,300 +TAX
05 November 2026 (1 Day)
Dublin, Cork, Limerick
€1,300 +TAX
03 January 2027 (1 Day)
Dublin, Cork, Limerick
€1,300 +TAX

Ireland has firmly established itself as the premier digital gateway to Europe, with Dublin and Cork serving as the regional headquarters for the world's most influential technology giants. Known as the 'Silicon Docks,' the Irish tech ecosystem thrives on a unique blend of high-level academic research and a pro-business environment, supported by institutions like Trinity College Dublin and University College Cork. The country is a global leader in software localization, pharmaceutical tech, and cloud-based enterprise solutions, attracting top-tier talent from across the globe. Our IT training programs in Ireland are designed to meet the rigorous demands of these multinational corporations, focusing on advanced certifications in Data Analytics, Cybersecurity, and Cloud Architecture. We empower professionals to excel in a high-growth environment that remains at the absolute center of the global digital economy and innovation.

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