AB-6004: Introduction to Customer Service in Dynamics 365

Overview

Learn to enhance service capabilities across Microsoft Dynamics 365 customer engagement apps.  Explore how Dynamics 365 supports customer service, contact center operations, self-service, case management, workforce management, onsite field service, Microsoft 365 integration, Power Platform extensibility, Copilot, and agents.

Audience Profile:

• Business users supporting customer service operations
• Business owners evaluating Dynamics 365 service capabilities
• Functional consultants beginning with Dynamics 365 service apps
• Students and new professionals learning Microsoft business applications
• Support and service managers exploring AI-powered service automation
• Organizations adopting Customer Service, Contact Center, or Field Service

You will Learn:

• How Dynamics 365 customer engagement apps support service operations
• How self-service and knowledge articles reduce support workload
• How cases move through the service lifecycle
• How Dynamics 365 Contact Center supports channels, routing, and agent productivity
• How workforce management improves scheduling and capacity planning
• How Dynamics 365 Field Service manages onsite service and work orders
• How Copilot, autonomous agents, Microsoft 365, and Power Platform extend Dynamics 365 service capabilities

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

Module 1: Describe the Foundations of Dynamics 365 Customer Engagement Apps

Module Overview:
This module introduces the core Dynamics 365 customer engagement apps and how they work together to support customer relationships, service operations, and business process automation. Microsoft Learn highlights customer engagement apps, cross-solution capabilities, navigation, timeline activities, Copilot prompting, security, AI form filling, and communications assistance in this module.

Topics

1. Introduction to Dynamics 365 customer engagement apps
   Learners are introduced to the major Dynamics 365 customer engagement applications and their role in managing customer interactions.
2. Describe customer engagement apps in Dynamics 365
   Covers how apps such as Customer Service, Contact Center, Field Service, and related solutions support sales, service, and operational processes.
3. Describe cross-solution capabilities
   Explains how Dynamics 365 apps work together as part of a broader customer engagement solution.
4. Navigate customer engagement apps
   Learners explore navigation concepts, app areas, records, forms, views, and basic user interface patterns.
5. Use the Timeline feature
   Introduces activities, notes, emails, calls, tasks, and other timeline interactions used to track customer history.
6. Exercise: Navigate Dynamics 365 apps
   Hands-on practice navigating Dynamics 365 apps and locating key service-related records.
7. Explore prompting in Dynamics 365 apps with Copilot Chat
   Introduces Copilot and the importance of prompting to improve productivity in customer engagement scenarios.
8. Describe security in customer engagement apps
   Covers basic security concepts that control user access, records, and business data.
9. Describe the AI form filling assistant
   Explains how AI can assist users with completing forms and reducing manual data entry.
10. Manage daily actions with the communications assistant
    Introduces AI-assisted productivity features that help users manage communications and daily work.

Module 2: Explore Self-Service Capabilities in Dynamics 365

Module Overview:
This module focuses on customer self-service capabilities in Dynamics 365, including knowledge management and virtual support experiences. Microsoft Learn states that learners will describe self-service capabilities in Dynamics 365 Contact Center, knowledge management options, and autonomous knowledge creation.

Topics

1. Introduction to self-service in Dynamics 365
   Explains how self-service reduces support volume and improves customer experience.
2. Describe self-service in Dynamics 365 Contact Center
   Covers customer-facing service options that allow users to find answers without direct agent assistance.
3. Describe knowledge management in Dynamics 365 Customer Service
   Introduces knowledge articles, article lifecycle, publishing, search, and reuse in support interactions.
4. Exercise: Create a knowledge article
   Learners practice creating a knowledge article that can support customer service and self-service scenarios.
5. Describe the Knowledge Management Agent
   Covers AI-assisted knowledge creation and how autonomous capabilities can help maintain service content.
6. Module assessment and summary
   Reinforces key concepts around self-service, knowledge articles, and AI-supported knowledge management.

Module 3: Explore Case Management in Dynamics 365 Contact Center

Module Overview:
This module introduces case management and customer support operations in Dynamics 365 Contact Center. Microsoft Learn identifies key areas including case lifecycle, automation, channels, routing, reporting, analytics, supervisor experience, and Agent Hub.

Topics

1. Introduction to case management
   Defines the role of cases in tracking, managing, and resolving customer issues.
2. Describe the capabilities of Dynamics 365 Contact Center
   Explains how Contact Center supports omnichannel service, agent productivity, and customer engagement.
3. Describe the case lifecycle
   Covers case creation, assignment, investigation, communication, escalation, resolution, and closure.
4. Describe channels in Dynamics 365 Contact Center
   Introduces communication channels such as chat, messaging, voice, and other customer interaction methods.
5. Exercise: Create a chat channel
   Learners configure or explore a basic chat channel to understand omnichannel engagement.
6. Describe routing capabilities in Dynamics 365
   Explains how routing directs work to the right agents, queues, or teams based on skills and business rules.
7. Describe case reporting and analytics
   Covers dashboards, analytics tools, performance insights, and service optimization.
8. Describe the supervisor experience
   Explains how supervisors monitor workloads, agent performance, service levels, and operational trends.
9. Describe Agent Hub
   Introduces Agent Hub as a workspace for managing service interactions, productivity, and customer context.

Module 4: Describe Workforce Management in Dynamics 365 Contact Center

Module Overview:
This module covers workforce management concepts for contact center operations. Microsoft Learn lists forecasting, capacity planning, scheduling, shift planning, and Microsoft 365 Copilot for Service as core topics.

Topics

1. Introduction to workforce management
   Defines workforce management and its importance in balancing staffing, service demand, and customer experience.
2. Describe Workforce Management in Dynamics 365 Contact Center
   Explains how workforce management helps plan and optimize contact center operations.
3. Describe forecasting and capacity planning
   Covers demand forecasting, staffing projections, workload planning, and capacity alignment.
4. Describe scheduling and shift planning
   Explains how organizations create schedules, plan shifts, and align resources to expected service demand.
5. Explore Microsoft 365 Copilot for Service
   Introduces Copilot for Service and how it can assist agents with information retrieval, communications, and productivity.
6. Module assessment and summary
   Reinforces how workforce planning, AI tools, and scheduling improve service delivery.

Module 5: Utilize Onsite Service Capabilities in Dynamics 365 Field Service

Module Overview:
This module introduces Dynamics 365 Field Service for managing onsite service operations. Microsoft Learn lists field service use cases, work order lifecycle, mobile app capabilities, resource and scheduling processes, the Scheduling Operations Agent, and a basic work order exercise.

Topics

1. Introduction to Dynamics 365 Field Service
   Explains how Field Service supports onsite service delivery, technicians, assets, and customer appointments.
2. Describe use cases for Dynamics 365 Field Service
   Covers scenarios such as equipment repair, inspections, maintenance, installations, and dispatched service.
3. Describe the work order lifecycle
   Introduces work order creation, scheduling, dispatch, technician execution, completion, and follow-up.
4. Describe the Dynamics 365 Field Service mobile app
   Explains how field technicians use mobile tools to access work orders, customer details, tasks, and service history.
5. Describe resource and scheduling processes
   Covers resource assignment, scheduling boards, availability, skills, territories, and optimization.
6. Describe the Scheduling Operations Agent
   Introduces AI-supported scheduling assistance for improving resource allocation and service efficiency.
7. Exercise: Create and schedule a basic work order
   Learners practice creating and scheduling a basic Field Service work order.
8. Module assessment and summary
   Reinforces Field Service lifecycle concepts and the role of mobile and scheduling capabilities.

Module 6: Describe Shared Capabilities in Dynamics 365 Customer Engagement Apps

Module Overview:
This module covers shared platform capabilities across Dynamics 365 customer engagement apps. Microsoft Learn identifies tailoring apps, Power Platform integration, reporting, Microsoft 365 integration, Copilot, and autonomous agents as key learning objectives.

Topics

1. Introduction to shared capabilities
   Explains how common platform features support multiple Dynamics 365 customer engagement apps.
2. Tailor customer engagement apps to meet business needs
   Covers customization concepts such as tables, forms, views, business rules, and app configuration.
3. Enhance apps with Microsoft Power Platform integration
   Explains how Power Apps, Power Automate, Power BI, and Dataverse extend Dynamics 365 capabilities.
4. Describe reporting capabilities
   Covers charts, dashboards, views, analytics, and embedded reporting for business insights.
5. Describe Microsoft 365 integrations
   Introduces integration with Outlook, Teams, SharePoint, and other Microsoft 365 productivity tools.
6. Describe Copilot capabilities in customer engagement apps
   Explains how Copilot can support users with summaries, recommendations, drafting, and productivity assistance.
7. Describe autonomous agents in Dynamics 365
   Introduces AI agents that can support automation, service workflows, knowledge, scheduling, and customer interactions.
8. Module assessment and summary
   Reinforces shared capabilities and how they support real-world business requirements.