Microsoft AB-6004 - Introduction to Service in Dynamics 365

What you’ll learn

After completing this course, students will be able to:

• Describe what the different customer engagement applications are and how they work

• Describe how different applications can be used together as part of a broader solution

• Navigate the different Dynamics 365 customer engagement applications

• Manage and create activities with the Timeline functionality

• Describe capabilities of Copilot and the importance of prompting in Dynamics

• Describe the self-service capabilities available in Dynamics 365 Contact Center

• Explain the knowledge management options that are available

• Describe autonomous knowledge creation

• Describe capabilities of Dynamics 365 Contact Center

• Explain the case lifecycle and automation features

• Explain how channels are used in Dynamics 365 Contact Center

• Describe the different routing options that are available

• Describe the reporting and analytics tools available for service optimisation

• Describe the Agent Hub in Dynamics 365 and how it's used

• Describe what Workforce Management is and why it's important

• Describe the forecasting and capacity planning options available

• Describe scheduling and shift planning

• Describe Copilot for Service and why it matters

• Describe field service

• Understand the typical field service lifecycle

• Explain incident types and service tasks

• Explore the Dynamics 365 Field Service mobile application

• Utilise resource management and scheduling optimisation

• Describe the options for tailoring Dynamics 365 customer engagement applications

• Describe how to enhance Dynamics 365 apps using Microsoft Power Platform

• Explain the reporting capabilities available

• Describe the different Microsoft 365 integrations available

• Describe capabilities of Copilot in the Dynamics 365 customer engagement apps

Microsoft Dynamics 365 at Lumify Work

Lumify Work has been delivering effective training across all Microsoft products for over 30 years. We are proud to be both Australia's and New Zealand’s first Microsoft Gold Learning Solutions Partner and the winner of the Microsoft MCT Superstars Award for FY24, which formally recognises us as having the highest quality Microsoft Certified Trainers (MCTs) in ANZ. All Lumify Work Microsoft Dynamics 365 courses follow Microsoft Official Curriculum (MOC) and are led by MCTs.

View all Microsoft Dynamics 365 at Lumify Work courses

Who is the course for?

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.

Prerequisites

None

Terms & Conditions

The supply of this course by Lumify Work is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.