AB-6004: Introduction to Service in Dynamics 365

Overview

Learn Microsoft Dynamics 365 Finance,  navigation, security, and shared features. Explore advanced tools like Copilot automation, AI forecasting, and intelligent collections. Hands-on labs cover financial reporting, budgeting, AP/AR, and integration with Microsoft 365 and Power Platform. Learn to optimize operations through business events, electronic reporting, and personalization for better decision-making.

Audience Profile:

Business Leaders, IT professionals and ERP users to learn the fundamentals of Microsoft Dynamics 365 Service. Ideal for those with little to no prior experience, it focuses on building foundational skills for managing core service processes.

Introduction to Dynamics 365 Service CE CRM using AI to enhance your business

Module 1: Service Foundations in Dynamics 365

• Overview of Dynamics 365 service apps and end-to-end service scenarios

• Core service data model: cases, queues, entitlements, SLAs, and knowledge

• Navigation, workspaces, security roles, and service agent productivity tools

Module 2: AI-Driven Customer Service & Contact Center

• AI-powered case management and Copilot-assisted agent experiences

• Omnichannel engagement using chat, voice, email, and social channels

• Customer sentiment analysis, routing, and intelligent escalation

Module 3: Intelligent Field Service Operations

• Work order lifecycle, scheduling, and resource optimization

• AI-driven recommendations for on-site technicians and first-time fix rates

• Mobile field service experiences, asset management, and IoT signals

Module 4: Automation, Integration, and Collaboration

• Automating service processes with workflows, Power Automate, and business rules

• Native integration with Microsoft 365 (Outlook, Teams, SharePoint)

• Service analytics, personalization, and continuous experience improvement

Hands-On Labs (Integrated Across Modules)

• Creating and managing cases, queues, and SLAs

• Using Copilot for agent assistance and omnichannel interactions

• Dispatching work orders, optimizing schedules, and collaborating in Teams