Course Information
Course Name
AB-6004: Introduction to service in Dynamics 365
Duration
1 Day
Overview
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.
Intended Audience
This course is tailored for professionals who aim to enhance and automate business processes using Dynamics 365 customer engagement apps, while leveraging native interconnectivity with Microsoft 365. It is ideal for those looking 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.
Prerequisities
At Course Completion
Course Outline
Module 1: Describe the foundations of Dynamics 365 customer engagement apps
Explore Dynamics 365 customer engagement apps to understand their features, integration capabilities, and tools for better customer interaction.
Lessons
Introduction
Describe customer engagement apps in Dynamics 365
Describe the cross-solution capabilities of customer engagement apps
Navigate to and within customer engagement apps
Describe the Timeline feature in customer engagement apps
Exercise – Navigate Dynamics 365 apps
Explore prompting in Dynamics 365 apps with Copilot Chat
Describe security in customer engagement apps
Module assessment
Summary
Module 2: Explore self-service capabilities in Dynamics 365
Learn how to use self-service tools in Dynamics 365 to create seamless, efficient customer support experiences through knowledge articles and virtual agents.
Introduction
Describe self-service in Dynamics 365 Contact Center
Describe knowledge management in Dynamics 365 Customer Service
Exercise – Create a knowledge article
Describe the Knowledge Management Agent
Module assessment
Summary
Module 3: Explore case management in Dynamics 365 Contact Center
Dive into Dynamics 365 Contact Center to learn about case management, automation, routing options, analytics tools, omnichannel engagement, and Agent Hub.
Introduction
Describe the capabilities of Dynamics 365 Contact Center
Describe the case lifecycle
Describe channels in Dynamics 365 Contact Center
Exercise – Create a chat channel
Describe routing capabilities in Dynamics 365
Describe case reporting and analytics in Dynamics 365 Contact Center
Describe the supervisor experience in Dynamics 365 Contact Center
Describe Agent Hub
Module assessment
Summary
Module 4: Describe workforce management in Dynamics 365 Contact Center
Discover the key capabilities of Workforce Management, including forecasting, scheduling, and AI-powered tools in Dynamics 365 Contact Center.
Introduction
Describe Workforce Management (WFM) in Dynamics 365 Contact Center
Describe forecasting and capacity planning
Describe scheduling and shift planning
Explore Microsoft 365 Copilot for Service
Module assessment
Summary
Module 5: Utilize onsite service capabilities in Dynamics 365 Field Service
Use Dynamics 365 Field Service to manage field service operations, optimize workflows, and increase customer satisfaction.
Introduction
Describe use cases for Dynamics 365 Field Service
Describe the work order lifecycle
Describe the Dynamics 365 Field Service mobile app
Describe resource and scheduling processes
Describe the Scheduling Operations Agent
Exercise – Create and schedule a basic work order in Dynamics 365 Field Service
Module assessment
Summary
Module 6: Describe shared capabilities in Dynamics 365 customer engagement apps
Examine integration, AI-driven tools, and customization features for tailoring Dynamics 365 customer engagement apps to business requirements.
Introduction
Describe the options for tailoring customer engagement apps to meet business needs
Enhance customer engagement apps with Microsoft Power Platform Integration
Describe reporting capabilities including charts, dashboards, and views
Describe Microsoft 365 integrations
Describe the capabilities of Copilot in customer engagement apps
Module assessment
Summary
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