TrainingBusiness applications / Business ApplicationsAB-6004
AB-6004Microsoft · authorised training
Introduction to service in Dynamics 365
This course covers the capabilities of Dynamics 365 Customer Service, Contact Center, and Field Service applications in the context of automating business processes and integrating with Microsoft 365. Participants learn about self-service features, case management, workforce scheduling, and AI-driven onsite service support. The course is introductory and intended for beginners in Dynamics 365 topics.
- Duration
- 1 day
- Level
- Beginner
- Provider
- Microsoft
- Topic
- Business applications / Business Applications
Course outline
- Foundations of Dynamics 365 customer engagement apps
- Self-service capabilities in Dynamics 365
- Case management in Dynamics 365 Contact Center
- Workforce management in Dynamics 365 Contact Center
- Onsite service capabilities in Dynamics 365 Field Service
- Shared capabilities in Dynamics 365 customer engagement apps
Skills you will gain
- Understanding the foundations of Dynamics 365 customer engagement apps
- Using self-service capabilities in Dynamics 365 Customer Service and Contact Center
- Managing cases and routing in Dynamics 365 Contact Center
- Planning and optimizing workforce in Contact Center
- Utilizing onsite service capabilities in Dynamics 365 Field Service
- Integrating Dynamics 365 with Microsoft 365 and Power Platform
Who should attend
- Professionals who aim to enhance and automate business processes using Dynamics 365 customer engagement apps, leveraging native interconnectivity with Microsoft 365
- Those supporting customers through AI-driven Dynamics 365 Customer Service
- Those working with omnichannel communication in Dynamics 365 Contact Center
- On-site workers and professionals related to Dynamics 365 Field Service
1700 PLN
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