AB-6004: Introduction to service in Dynamics 365 Training

Live Online & Classroom Enterprise Training

A beginner-level course about how service processes are enhanced and automated using Microsoft Dynamics 365 customer engagement applications, including Customer Service, Contact Center, and Field Service, while leveraging native interoperability with Microsoft 365.

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What is AB-6004: Introduction to service in Dynamics 365 Training about?

This course teaches you how to support and drive efficient service operations using Dynamics 365. You’ll learn how AI-driven Customer Service supports case management, how omnichannel communication enhances customer experience in Contact Center scenarios, and how Field Service tools improve first-time resolution on site — all while integrating seamlessly with Microsoft 365 productivity tools.

What are the objectives of AB-6004: Introduction to service in Dynamics 365 Training ?

By the end of this course, learners will be able to:

Describe the core service capabilities within Dynamics 365 customer engagement apps.
Explain how AI-driven Customer Service supports customer interactions and case management.
Identify how omnichannel communication enhances customer support in a Contact Center.
Outline key Field Service tools that boost on-site service efficiency.
Understand how Dynamics 365 integrates with Microsoft 365 for collaborative service processes.

Who is AB-6004: Introduction to service in Dynamics 365 Training for?

This training is ideal for:

Business users exploring Dynamics 365 service features.
Functional consultants new to Dynamics 365 Customer Service and Field Service.
Support and service operations professionals.
IT team members involved in service-oriented digital transformation.
Anyone seeking foundational knowledge of Dynamics 365 service applications.

What are the prerequisites for AB-6004: Introduction to service in Dynamics 365 Training?

Basic understanding of CRM and enterprise service processes.
Familiarity with Microsoft 365 applications.
General business process awareness.
Experience interacting with cloud business apps.
Interest in customer engagement and service automation.

Available Training Modes

Live Online Training

1 Days

Course Outline Expand All

Expand All

1: Foundations of Dynamics 365 Customer Engagement Apps

2: Dynamics 365 Customer Service Capabilities

3: Omnichannel Engagement in Dynamics 365 Contact Center

4: Workforce & Field Service Basics

5: Shared Features & Integrations

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Who is the instructor for this training?

The trainer for this AB-6004: Introduction to service in Dynamics 365 Training has extensive experience in this domain, including years of experience training & mentoring professionals.

AB-6004: Introduction to service in Dynamics 365 Training - Certification & Exam

SpringPeople is the Authorized Training Partner of Microsoft.
The training fees is exclusive of exam cost.
For any queries, feel free to reach us at microsoft@springpeople.com

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