Introduction to service in Dynamics 365
- Course Code M-AB6004
- Duration 1 day
Course Delivery
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Course Delivery
This course is available in the following formats:
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Company Event
Event at company
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Public Classroom
Traditional Classroom Learning
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Virtual Learning
Learning that is virtual
Request this course in a different delivery format.
Course Overview
TopEnhance and automate business processes using Dynamics 365 customer engagement apps, while incorporating native interconnectivity with Microsoft 365
This course will teach you how to enhance and automate business processes using Dynamics 365 customer engagement apps, while incorporating native interconnectivity with Microsoft 365. You will also learn to support customers efficiently through AI-driven Dynamics 365 Customer Service, improve customer experience with AI-first omnichannel communication in Dynamics 365 Contact Center, and boost first-time resolution rates for on-site workers using AI-driven Dynamics 365 Field Service.
Updated Jan 2026
Course Schedule
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- Delivery Format: Virtual Learning
- Date: 09 November, 2026 | 9:00 AM to 5:00 PM
- Location: Virtual (Arab Stand)
- Language: English
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- Delivery Format: Public Classroom
- Date: 22 December, 2026 | 9:00 AM to 5:00 PM
- Location: GK Riyadh (Arab Stand)
- Language: English
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- Delivery Format: Virtual Learning
- Date: 22 December, 2026 | 9:00 AM to 5:00 PM
- Location: Virtual (Arab Stand)
- Language: English
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- Delivery Format: Public Classroom
- Date: 30 March, 2027 | 9:00 AM to 5:00 PM
- Location: Cairo-Sheraton (Egypt Stan)
- Language: English
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- Delivery Format: Virtual Learning
- Date: 30 March, 2027 | 10:00 AM to 6:00 PM
- Location: Virtual (Arab Stand)
- Language: English
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- Delivery Format: Virtual Learning
- Date: 07 July, 2027 | 8:00 AM to 4:00 PM
- Location: Virtual (Arab Stand)
- Language: English
Target Audience
TopCourse Content
TopModule 1: Introduction to service in Dynamics 365
- Describe the foundations of Dynamics 365 customer engagement apps
- Explore self-service capabilities in Dynamics 365
- Explore case management in Dynamics 365 Contact Center
- Describe workforce management in Dynamics 365 Contact Center
- Utilize onsite service capabilities in Dynamics 365 Field Service
- Describe shared capabilities in Dynamics 365 customer engagement apps
Course Prerequisites
TopParticipants are recommended to have a basic understanding of Microsoft Dynamics 365 concepts and general business processes before attending this course.