Dynamics 365 for Customer Engagement for Customer Service
Microsoft Dynamics 365 for Customer Service is a hands-on, instructor-led course designed to help professionals configure, use, and optimize Dynamics 365 Customer Service to deliver effective and efficient customer support. The course walks participants through the complete customer service lifecycle, from case creation and customer interaction to resolution and post-case analysis. Learners gain practical experience with automation, queue management, analytics, knowledge management, entitlements, and service level agreements. By the end of the course, participants will be able to use Dynamics 365 Customer Service to streamline case management, improve customer satisfaction, and leverage data-driven insights to continuously enhance service operations.
- Install and configure the Dynamics 365 Customer Service application
- Identify and support common customer service scenarios
- Create, route, manage, and resolve customer service cases
- Automate case creation, routing, and record processing
- Analyze customer service data using built-in analytics and AI features
- Create, manage, and use knowledge articles to support case resolution
- Define and apply entitlements and service level agreements (SLAs)
- Improve customer support efficiency through automation and insights
- Dynamics 365 Customer Engagement Functional Consultants
- CRM and Customer Service application administrators
- Business analysts involved in customer service solutions
- IT professionals implementing or supporting Dynamics 365 Customer Service
- Professionals preparing for Dynamics 365 Customer Service–related roles or certifications
- Aspiration toward the Microsoft 365 Enterprise Administrator role
- Completion of one Microsoft 365 workload administrator certification path
- Familiarity with Microsoft 365 services and administrative concepts