This one-day 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.

• Business Managers
• Students at the college and university level
• Dynamics Functional Consultant

There are no prerequisites for this course, however a basic understanding of IT and business concepts would be advantageous.

After completing this course, students will be able to:

• Understand core service management concepts in Microsoft Dynamics 365
• Support customers efficiently using AI-driven tools in Dynamics 365 Customer Service
• Deliver consistent omnichannel experiences using Dynamics 365 Contact Center
• Improve field service efficiency and first-time fix rates with Dynamics 365 Field Service
• Leverage Microsoft 365 integration to automate workflows and enhance collaboration

• 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