Certified and Advanced Degree
Computer Instructors and Consultants
Course Catalog
Introduction to service in Dynamics 365 (AB-6004)
Code: AB-6004
Duration: 1 Day
$675 USD

OVERVIEW

This 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.

DELIVERY FORMAT

This course is available in the following formats:

Virtual Classroom

Duration: 1 Day
Classroom

Duration: 1 Day

CLASS SCHEDULE

Delivery Format: Virtual Classroom
Date: Dec 11 2026 - Dec 11 2026 | 09:00 - 17:00 EST
Location: Online
Course Length: 1 Day

$ 675

Delivery Format: Virtual Classroom
Date: Feb 17 2027 - Feb 17 2027 | 08:30 - 16:30 EST
Location: Online
Course Length: 1 Day

$ 675

Delivery Format: Virtual Classroom
Date: Apr 28 2027 - Apr 28 2027 | 08:30 - 16:30 EDT
Location: Online
Course Length: 1 Day

$ 675

GOALS
OUTLINE

Module 1: Introduction to service in Dynamics 365

  • Describe the foundations of Dynamics 365 customer engagement apps
  • Explore self-service capabilities in Dynamics 365
  • Explore case management in Dynamics 365 Contact Center
  • Describe workforce management in Dynamics 365 Contact Center
  • Utilize onsite service capabilities in Dynamics 365 Field Service
  • Describe shared capabilities in Dynamics 365 customer engagement apps

Module 1: Introduction to service in Dynamics 365

  • Describe the foundations of Dynamics 365 customer engagement apps
  • Explore self-service capabilities in Dynamics 365
  • Explore case management in Dynamics 365 Contact Center
  • Describe workforce management in Dynamics 365 Contact Center
  • Utilize onsite service capabilities in Dynamics 365 Field Service
  • Describe shared capabilities in Dynamics 365 customer engagement apps
LABS

Will Be Updated Soon!
Will Be Updated Soon!
WHO SHOULD ATTEND

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