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AB-6004-A: Introduction to Service in Dynamics 365
Discover how Microsoft Dynamics 365 helps organisations deliver great customer service across every channel, from case management and self-service knowledge bases to contact centre operations and on-site field service. This beginner-friendly, self-paced course shows how AI and Copilot support service teams, with no prior experience needed.
Available in Instructor-Led or Virtual formats.
Duration
8 Hours | 1 Day
Modules
6 Modules
Course type
Microsoft
Course Overview
This course introduces service management using Microsoft Dynamics 365 Customer Engagement applications. Learners explore customer engagement foundations, self-service capabilities, case management, workforce management, and onsite service with Dynamics 365 Field Service. The course also covers omnichannel communication, knowledge management, intelligent routing, reporting, analytics, Copilot capabilities, and AI-powered agents. Through practical scenarios and exercises, participants learn how to improve customer support, optimize contact center operations, empower field teams, and deliver faster, smarter, and more personalized service experiences across multiple channels.
Before You Begin
- Basic understanding of customer service principles
- Comfort with cloud-based applications and navigation
- General knowledge of Microsoft Office 365 tools
Key outcomes
- Understand the foundations, architecture, and value of Dynamics 365 Customer Engagement applications.
- Understand Copilot prompting, AI Form Filling Assistant, Communications Assistant, and security capabilities.
- Explore how Customer Engagement apps support customer interactions across sales, service, marketing, and other business functions.
- Understand case management, including case lifecycles, channels, routing, reporting, analytics, and supervisor experiences.
- Learn how workforce management supports forecasting, capacity planning, scheduling, shift planning, and performance.
- Understand shared capabilities such as Power Platform integration, reporting, dashboards, Microsoft 365 integration, Copilot, and Autonomous Agents.
Tools you’ll use
Microsoft Dynamics 365 Customer Engagement Apps
Power BI
Microsoft Teams
Microsoft Copilot
Dynamics 365 Field Service mobile app
Skills you’ll gain
- Dynamics 365 Finance and Operations fundamentals
- Customer service and relationship management
- Case management and resolution workflows
- Autonomous and specialized Dynamics 365 agents
- Agent scheduling and shift planning
- Customer service reporting and analytics
What You’ll Learn
6 modules
1Module 1: Describe the foundations of Dynamics 365 customer engagement apps
1.1 Introduction
1.2 Describe Customer Engagement Apps in Dynamics 365
1.3 Describe the Cross-Solution Capabilities of Customer Engagement Apps
1.4 Navigate to and Within Customer Engagement Apps
1.5 Describe the Timeline Feature in Customer Engagement Apps
1.6 Exercise – Navigate Dynamics 365 Apps
1.7 Explore Prompting in Dynamics 365 Apps with Copilot Chat
1.8 Describe Security in Customer Engagement Apps
1.9 Describe the AI Form Filling Assistant
1.10 Manage Daily Actions with the Communications Assistant
1.11 Summary
1.2 Describe Customer Engagement Apps in Dynamics 365
1.3 Describe the Cross-Solution Capabilities of Customer Engagement Apps
1.4 Navigate to and Within Customer Engagement Apps
1.5 Describe the Timeline Feature in Customer Engagement Apps
1.6 Exercise – Navigate Dynamics 365 Apps
1.7 Explore Prompting in Dynamics 365 Apps with Copilot Chat
1.8 Describe Security in Customer Engagement Apps
1.9 Describe the AI Form Filling Assistant
1.10 Manage Daily Actions with the Communications Assistant
1.11 Summary
2Module 2: Explore Self-Service Capabilities in Dynamics 365
2.1 Introduction
2.2 Describe Self-Service in Dynamics 365 Contact Center
2.3 Describe Knowledge Management in Dynamics 365 Customer Service
2.4 Exercise – Create a Knowledge Article
2.5 Describe the Knowledge Management Agent
2.6 Summary
2.2 Describe Self-Service in Dynamics 365 Contact Center
2.3 Describe Knowledge Management in Dynamics 365 Customer Service
2.4 Exercise – Create a Knowledge Article
2.5 Describe the Knowledge Management Agent
2.6 Summary
3Module 3: Explore Case Management in Dynamics 365 Contact Center
3.1 Introduction
3.2 Describe the Capabilities of Dynamics 365 Contact Center
3.3 Describe the Case Lifecycle
3.4 Describe Channels in Dynamics 365 Contact Center
3.5 Exercise – Create a Chat Channel
3.6 Describe Routing Capabilities in Dynamics 365
3.7 Describe Case Reporting and Analytics in Dynamics 365 Contact Center
3.8 Describe the Supervisor Experience in Dynamics 365 Contact Center
3.9 Describe Agent Hub
3.10 Summary
3.2 Describe the Capabilities of Dynamics 365 Contact Center
3.3 Describe the Case Lifecycle
3.4 Describe Channels in Dynamics 365 Contact Center
3.5 Exercise – Create a Chat Channel
3.6 Describe Routing Capabilities in Dynamics 365
3.7 Describe Case Reporting and Analytics in Dynamics 365 Contact Center
3.8 Describe the Supervisor Experience in Dynamics 365 Contact Center
3.9 Describe Agent Hub
3.10 Summary
4Module 4: Describe Workforce Management in Dynamics 365 Contact Center
4.1 Introduction
4.2 Describe Workforce Management (WFM) in Dynamics 365 Contact Center
4.3 Describe Forecasting and Capacity Planning
4.4 Describe Scheduling and Shift Planning
4.5 Explore Microsoft 365 Copilot for Service
4.6 Summary
4.2 Describe Workforce Management (WFM) in Dynamics 365 Contact Center
4.3 Describe Forecasting and Capacity Planning
4.4 Describe Scheduling and Shift Planning
4.5 Explore Microsoft 365 Copilot for Service
4.6 Summary
5Module 5: Utilize Onsite Service Capabilities in Dynamics 365 Field Service
5.1 Introduction
5.2 Describe Use Cases for Dynamics 365 Field Service
5.3 Describe the Work Order Lifecycle
5.4 Describe the Dynamics 365 Field Service Mobile App
5.5 Describe Resource and Scheduling Processes
5.6 Describe the Scheduling Operations Agent
5.7 Exercise – Create and Schedule a Basic Work Order in Dynamics 365 Field Service
5.8 Summary
5.2 Describe Use Cases for Dynamics 365 Field Service
5.3 Describe the Work Order Lifecycle
5.4 Describe the Dynamics 365 Field Service Mobile App
5.5 Describe Resource and Scheduling Processes
5.6 Describe the Scheduling Operations Agent
5.7 Exercise – Create and Schedule a Basic Work Order in Dynamics 365 Field Service
5.8 Summary
6Module 6: Describe Shared Capabilities in Dynamics 365 Customer Engagement Apps
6.1 Introduction
6.2 Describe the Options for Tailoring Customer Engagement Apps to Meet Business Needs
6.3 Enhance Customer Engagement Apps with Microsoft Power Platform Integration
6.4 Describe Reporting Capabilities Including Charts, Dashboards, and Views
6.5 Describe Microsoft 365 Integrations
6.6 Describe the Capabilities of Copilot in Customer Engagement Apps
6.7 Describe Autonomous Agents in Dynamics 365
6.8 Summary
6.2 Describe the Options for Tailoring Customer Engagement Apps to Meet Business Needs
6.3 Enhance Customer Engagement Apps with Microsoft Power Platform Integration
6.4 Describe Reporting Capabilities Including Charts, Dashboards, and Views
6.5 Describe Microsoft 365 Integrations
6.6 Describe the Capabilities of Copilot in Customer Engagement Apps
6.7 Describe Autonomous Agents in Dynamics 365
6.8 Summary
Certification & Credentials
Certificate track
8 Hours | 1 Day
High-Quality Video Lessons
Digital courseware, e-books & audio access
Recorded sessions, accessible on tablet & phone
AI mentor support & module quizzes
Target Audience
Intended roles
- Customer Experience Specialist
- Dynamics 365 Customer Experience Consultant
Learning Resources
Videos & Engaging Visual Content
Podcasts & Audiobooks
Expert discussions and audio episodes covering key topics
E-Books
Downloadable guides
Module-Wise Quizzes
Interactive quizzes after each module to reinforce learning.
Additional Resources
Study materials, exam prep guides, sandbox labs, and community tutorials.
Frequently asked questions
What is AB-6004 about?
AB-6004 introduces service management with Dynamics 365 Customer Engagement apps, covering customer service, Contact Center, Field Service, self-service, case management, workforce management, and AI-powered capabilities.
What is covered in Dynamics 365 Contact Center?
The course covers case lifecycles, communication channels, intelligent routing, reporting and analytics, supervisor capabilities, Agent Hub, workforce management, forecasting, capacity planning, and scheduling.
How does AI support customer service in this course?
Learners explore Copilot Chat, the AI Form Filling Assistant, Communications Assistant, Knowledge Management Agent, Microsoft 365 Copilot for Service, Scheduling Operations Agent, and Autonomous Agents.
What self-service capabilities are covered in AB-6004?
The course covers self-service capabilities in Dynamics 365 Contact Center, knowledge management in Dynamics 365 Customer Service, knowledge articles, and the Knowledge Management Agent.
How can organizations customize Dynamics 365 Customer Engagement apps?
The course explores options for tailoring Customer Engagement apps to business needs, along with Power Platform integration, reporting, Microsoft 365 integration, Copilot, and Autonomous Agents.
| Duration | 8 Hours / 1 Day |
|---|---|
| Modules | 6 Modules |
| Course type | Microsoft |
| Category | Microsoft |
| Intended roles | Customer Experience Specialist, Dynamics 365 Customer Experience Consultant |
| Prerequisites | Basic understanding of customer service principles, Comfort with cloud-based applications and navigation, General knowledge of Microsoft Office 365 tools |
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