AB-6004: Introduction to service in Dynamics 365

Course AB-6004: Introduction to service in Dynamics 365

This course will teach you how to improve and automate business processes using Dynamics 365 customer engagement applications, while incorporating native interconnectivity with Microsoft 365.

You will also learn how to effectively onboard customers through AI-powered Dynamics 365 customer service, enhance the customer experience with AI-driven omnichannel communication in the Dynamics 365 Contact Center, and increase first-time resolution rates for local workers using AI-powered Dynamics 365 field service.

Level: Beginner - Role: Business Leader, Business Owner, Professional User, Functional Consultant, Student - Product: Customer Service, Field Service, Supply Chain Management

Dynamics 365 Service - Dynamics 365 Customer Service - Dynamics 365 Contact Center - Dynamics 365 Field Service - AB-6004 Course - Customer Service with AI - Service Automation - Omnichannel Dynamics 365

Course aimed at

This course is designed for professionals aiming to improve and automate business processes using Dynamics 365 customer engagement applications, while leveraging native interconnectivity with Microsoft 365. It is ideal for those looking to effectively support customers through AI-powered Dynamics 365 customer service, enhance the customer experience with AI-driven omnichannel communication in the Dynamics 365 Contact Center, and increase first-time resolution rates for local workers using AI-powered Dynamics 365 field service.

AB-6004 Training Objectives

• Improve and automate service processes using Dynamics 365 Customer Engagement applications, with native interconnectivity with Microsoft 365.
• Serve customers efficiently with AI-powered Dynamics 365 Customer Service: case management, knowledge, routing, and analytics.
• Delivering “AI-first” omnichannel experiences in Dynamics 365 Contact Center: chat, voice, messaging, timeline, and Agent Hub.
• Boost first-visit resolution in Dynamics 365 Field Service: intelligent scheduling, mobility, and resource optimization.
• Leverage shared capabilities and integrations (Copilot, Power Platform, security, customization, and embedded analytics)

Course content AB-6004 Introduction to Service in Dynamics 365

Module 1 Foundations of Dynamics 365 Customer Engagement Apps

Goals

• Learn about Customer Engagement applications.
  
• Understanding cross-functionality between CE apps.
  
• Navigate the interface and manage records.
  
• Review CE safety concepts.

Contents

• Fundamentals of Customer Engagement.
  
• Interface, navigation, and record management.
  
• Shared functionality between CE applications.
  
• Role-based security.
  
• Introduction to prompting with AI.

LAB: Manage customers and activities

• Customer management in Dynamics 365 CE.
  
• Working with related activities and records.
  
• Navigation through forms, views, and essential commands.

Module 2 Self-Service Capabilities in Dynamics 365

Goals

• Understanding self-service capabilities in Contact Centers.
  
• Understand Knowledge Management.
  
• Introduce autonomous knowledge creation with AI.

Contents

• Self-service portals.
  
• Knowledge articles.
  
• Virtual agents.
  
• Customer-centric self-service options.

LAB: Create and configure knowledge

• Create knowledge articles.
  
• Configure categories and knowledge structure.
  
• Guided simulation of Knowledge Management usage.

Module 3 Case Management in Dynamics 365 Customer Service

Goals

• Understanding the case lifecycle.
  
• Explore channels and omnichannel experience.
  
• Understanding routing capabilities (including unified routing).
  
• Analytics and reporting.
  
• Supervisor and agent functions.

Contents

• Case management.
  
• Real-time notifications.
  
• Session management.
  
• Summary of conversations with AI.
  
• Monitoring and metrics.

LAB: Manage cases in Dynamics 365 Customer Service

• Create, route, and manage cases.
  
• Using the agent console.
  
• Case resolution using support tools.

Module 4 Workforce Management in Dynamics 365 Contact Center
Goals

• Understand Workforce Management (WFM).
  
• Know forecasting and capacity planning.
  
• Review scheduling processes.
  
• Using Copilot in care scenarios.

Contents

• Optimization of personnel and resources.
  
• Workload planning and forecasting.
  
• Schedule management and agent assignment.
  
• Integration with Microsoft 365 Copilot.

LAB: Workforce management

• Configure basic WFM capabilities.
  
• Personnel management and planning.
  
• Guided simulation of the programming process.

Module 5 Onsite Service Capabilities in Dynamics 365 Field Service

Goals

• Understanding the operation of the service in the field.
  
• Review the work order lifecycle.
  
• Get to know the mobile app with Copilot.
  
• Review programming and resource management.

Contents

• Field Service concept.
  
• Sectoral use cases.
  
• Work order lifecycle.
  
• Mobile app + Copilot.
  
• Resource scheduling.

LAB

• This module contains external simulations, linked from the content.

Module 6 Shared Capabilities in Dynamics 365 Customer Engagement Apps
Goals

• Customizing CE apps without code.
  
• Using Power Platform to extend functionality.
  
• Reporting capabilities.
  
• Integration with Microsoft 365.
  
• Using Copilot to increase productivity.

Contents

• Dataverse and data model.
  
• Forms and views.
  
• Business rules.
  
• Integrations and automations.

Prerequisites

There are no mandatory prerequisites: it is a beginner level course with no associated exam.

Recommended:

• Basic knowledge of service processes/CRM and familiarity with Microsoft 365.

Language

• Course: English / Spanish