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AB-6004 Introduction to service in Dynamics 365
Good customer service starts with clear processes and information available at the right time. Dynamics 365 Customer Service brings case management, automation, and AI support together in one central platform – so service teams can work faster, more precisely, and more consistently.
Key topics
- Understanding the service architecture in Dynamics 365.
- Learning core functions and workflows in Customer Service.
- Managing cases, using omnichannel channels, and setting up SLAs.
- Applying automation and AI-powered service features.
- Using integration, data models, and reporting in Dynamics 365.
Prerequisite
A solid understanding of business processes and digital workflows is sufficient – in-depth technical knowledge is not required.
Target group
The training is designed for professionals in customer service, support, consulting, and IT-adjacent areas, as well as anyone who wants to better understand digital service processes in Dynamics 365.
Those who understand service processes in Dynamics 365 make better decisions, design more efficient workflows, and lay the foundation for scalable, customer-oriented service organizations.
course content
Getting to know the fundamentals of Dynamics 365 customer engagement apps
- Explore and understand the customer engagement apps in Dynamics 365.
- Discover cross-solution capabilities of Customer Engagement apps.
- Navigate within the customer engagement apps.
- Use the timeline feature in customer engagement apps.
- Explore Copilot Chat and prompts in Dynamics 365.
- Understand security concepts in customer engagement apps.
Applying self-service features in Dynamics 365 Customer Service
- Get to know self-service in Dynamics 365 Contact Center.
- Understand and apply knowledge management in Dynamics 365 Customer Service.
- Learn about and work with the Knowledge Management Agent.
Managing cases and channels in the Dynamics 365 Contact Center
- Explore the capabilities of Dynamics 365 Contact Center.
- Understand and trace the lifecycle of a case.
- Learn about the available channels in Dynamics 365 Contact Center.
- Understand and apply routing features in Dynamics 365.
- Carry out case reporting and analysis.
- Get to know the supervisor view in the Contact Center.
- Explore and use the Agent Hub.
Setting up Workforce Management in Dynamics 365 Contact Center
- Get to know Workforce Management (WFM) in Dynamics 365 Contact Center.
- Understand and apply forecasting and capacity planning.
- Set up scheduling and shift planning.
- Explore and apply Microsoft 365 Copilot for Service.
Using on-site service features with Dynamics 365 Field Service
- Explore use cases for Dynamics 365 Field Service.
- Understand the lifecycle of a work order.
- Discover the Dynamics 365 Field Service mobile app.
- Follow resource and scheduling processes.
- Get to know and apply the Scheduling Operations Agent.
Common features across Dynamics 365 Customer Engagement apps
- Understand customization options for Customer Engagement apps to meet business needs.
- Extend apps with Microsoft Power Platform integration.
- Explore reporting features, charts, dashboards, and views.
- Understand Microsoft 365 integrations and Copilot features in Customer Engagement apps.
Up to 100% funding for your continuing education
Attractive funding opportunities are available for numerous continuing education programs – depending on the funding program, up to 100% funding is possible.
The requirement is that you live or work in Germany. Our funding opportunities are not available outside of Germany.
Funding opportunities are available for career starters, job seekers, career changers, startups, experienced professionals, those seeking career advancement, and specialists.
What does AB-6004 cover in the area of Dynamics 365 Service?
- The focus is on service processes with Dynamics 365: case management, customer service workflows, automation, omnichannel channels, and efficient service operations in a business context.
What tasks does Dynamics 365 Customer Service cover?
- The platform supports handling service requests and support cases, managing service workflows, and optimizing internal customer service operations.
Which professional roles are best suited for this course content?
- The training is relevant for roles in customer service, service-oriented business units, the business application environment, and at the interface between IT and specialist departments.
What prior knowledge is useful for this course?
- A basic understanding of digital business processes is sufficient. Familiarity with CRM or ERP systems is an advantage but not a requirement.
Why does structured service management with Dynamics 365 matter?
- Structured service processes reduce response times, increase transparency, and raise service quality – with a measurable impact on customer satisfaction.
What capabilities does this training help develop?
- Participants strengthen their process understanding, learn to work with system support, and gain confidence in using modern service platforms.
In which industries can this knowledge be put to use?
- The content applies across industries – particularly valuable for organizations with customer-focused service and support structures.
