Improve Customer Service with Dynamics 365 Customer Service and Field Service in 2026.
- Why get trained: Learn how to use Dynamics 365 Customer Service, Contact Center, Field Service and Microsoft 365 integration to automate case management, omnichannel support and field operations.
- Why it matters: Business process automation skills help organizations improve customer experience, increase first-time resolution rates and streamline service processes with AI-driven workflows.
- Who should attend: Business users, service managers, functional consultants and professionals responsible for customer service, contact centre or field service operations.
Accelerate AI transformation with AI skill building. Build stronger service operations and gain practical Dynamics 365 service skills. HRD Corp Claimable.
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.
Skills Covered
- 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
Prerequisites
None
Target Audience
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.
Module 1: Describe the foundations of Dynamics 365 customer engagement apps
- Introduction
- Describe customer engagement apps in Dynamics 365
- Describe the cross-solution capabilities of customer engagement apps
- Navigate to and within customer engagement apps
- Describe the Timeline feature in customer engagement apps
- Exercise – Navigate Dynamics 365 apps
- Explore prompting in Dynamics 365 apps with Copilot Chat
- Describe security in customer engagement apps
- Module assessment
Module 2: Explore self-service capabilities in Dynamics 365
- Introduction
- Describe self-service in Dynamics 365 Contact Center
- Describe knowledge management in Dynamics 365 Customer Service
- Exercise – Create a knowledge article
- Describe the Knowledge Management Agent
- Module assessment
Module 3: Explore case management in Dynamics 365 Contact Center
Module 4: Describe workforce management in Dynamics 365 Contact Center
- Introduction
- Describe Workforce Management (WFM) in Dynamics 365 Contact Center
- Describe forecasting and capacity planning
- Describe scheduling and shift planning
- Explore Microsoft 365 Copilot for Service
- Module assessment
Module 5: Utilize onsite service capabilities in Dynamics 365 Field Service
- Introduction
- Describe use cases for Dynamics 365 Field Service
- Describe the work order lifecycle
- Describe the Dynamics 365 Field Service mobile app
- Describe resource and scheduling processes
- Describe the Scheduling Operations Agent
- Exercise – Create and schedule a basic work order in Dynamics 365 Field Service
- Module assessment
Module 6: Describe shared capabilities in Dynamics 365 customer engagement apps
- Introduction
- Describe the options for tailoring customer engagement apps to meet business needs
- Enhance customer engagement apps with Microsoft Power Platform integration
- Describe reporting capabilities including charts, dashboards, and views
- Describe Microsoft 365 integrations
- Describe the capabilities of Copilot in customer engagement apps
- Module assessment
Dates & Locations
August 14, 2026 - August 14, 2026
August 14, 2026 - August 14, 2026
November 13, 2026 - November 13, 2026
November 13, 2026 - November 13, 2026
Exam & Certification
Note: There is no exam directly associated with this course. However, Microsoft offers an extensive portfolio of industry-recognized certifications that can help you stand out as a tech professional in 2026 and beyond. Achieving Microsoft certification is one of the most effective ways to validate your skills and accelerate your career.
With our expert-led training, you’ll be prepared to:
- Master in-demand capabilities across Cloud, Data & AI, and Cybersecurity — areas driving global digital transformation.
- Prove your expertise with a globally respected credential recognized by employers worldwide.
- Advance your career by enhancing your credibility, increasing your earning potential, and opening doors to new opportunities.
Explore our full range of Microsoft certifications and start building the skills that matter today.
Training & Certification Guide
Frequently Asked Questions
Speak to a Training Consultant
All courses are HRD Claimable.
Get in touch with our team via the form or WhatsApp us on +6011-5119 6631
