Microsoft Private

Introduction to service in Dynamics 365 (AB-6004)

1 day
Dynamics 365

Explore AI-powered service in Microsoft Dynamics 365, including customer engagement, contact center, workforce management, field service, and Copilot.

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  • Private class for your team
  • Live expert instructor
  • Online or on‑location
  • Customizable agenda
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Course Overview

Learn how Microsoft Dynamics 365 customer engagement apps help organizations automate business processes and deliver connected service experiences. Explore AI-powered capabilities across Dynamics 365 Customer Service, Contact Center, and Field Service, along with integrations with Microsoft 365 and Microsoft Power Platform.

This course is designed for professionals who want to understand how Dynamics 365 supports customer self-service, case management, omnichannel engagement, workforce management, and on-site service.

Course Benefits

  • Explain the foundations, navigation, security, and shared capabilities of Dynamics 365 customer engagement apps.
  • Identify self-service and knowledge management capabilities in Dynamics 365.
  • Describe case management, channels, routing, analytics, and supervisor tools in Dynamics 365 Contact Center.
  • Explain workforce forecasting, capacity planning, scheduling, and shift planning.
  • Describe work order, mobile, resource, and scheduling capabilities in Dynamics 365 Field Service.
  • Recognize how Copilot, autonomous agents, Microsoft 365, and Microsoft Power Platform extend customer engagement apps.

Delivery Methods

Private Class
Delivered for your team at your site or online.

Microsoft Certified Partner

Webucator is a Microsoft Certified Partner. This class uses official Microsoft courseware and will be delivered by a Microsoft Certified Trainer (MCT).

Microsoft Certified Partner

Course Outline

  1. Foundations of Dynamics 365 Customer Engagement Apps
    1. Features, integration capabilities, and customer interaction tools
    2. Customer engagement apps in Dynamics 365
    3. Cross-solution capabilities
    4. App navigation
    5. The Timeline feature
    6. Exercise: Navigate Dynamics 365 apps
    7. Prompting with Copilot Chat
    8. Security in customer engagement apps
    9. AI form filling assistant
    10. Managing daily actions with the communications assistant
  2. Self-Service Capabilities in Dynamics 365
    1. Self-service in Dynamics 365 Contact Center
    2. Knowledge management in Dynamics 365 Customer Service
    3. Knowledge Management Agent
  3. Case Management in Dynamics 365 Contact Center
    1. Dynamics 365 Contact Center capabilities
    2. Case lifecycle
    3. Contact center channels
    4. Routing capabilities
    5. Case reporting and analytics
    6. Supervisor experience
    7. Agent Hub
  4. Workforce Management in Dynamics 365 Contact Center
    1. Workforce Management
    2. Forecasting and capacity planning
    3. Scheduling and shift planning
    4. Microsoft Copilot for Service
  5. On-Site Service with Dynamics 365 Field Service
    1. Field Service use cases
    2. Work order lifecycle
    3. Dynamics 365 Field Service mobile app
    4. Resource and scheduling processes
    5. Scheduling Operations Agent
  6. Shared Capabilities in Dynamics 365 Customer Engagement Apps
    1. Tailoring apps to business needs
    2. Microsoft Power Platform integration
    3. Charts, dashboards, views, and reporting
    4. Microsoft 365 integrations
    5. Copilot capabilities
    6. Autonomous agents in Dynamics 365

Class Materials

Each student receives a comprehensive set of materials, including course notes and all class examples.

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