Microsoft Dynamics 365 for Customer Service offers any organization an opportunity for customer success. Using tools such as automatic case creation and queue management frees up time to dedicate where a greater impact can be made, directly with customers. Our team of globally recognized experts take students step by step, from creating cases, to interacting with customers, to resolving those cases. Once those cases are resolved, students will learn from data analysis the key details to help resolve similar cases faster or avoid new issues altogether.


* Actual course outline may vary depending on offering center. Contact your sales representative for more information.

Learning Objectives

Install and configure the customer service app
Identify common customer service scenarios
Complete a case resolution process
Analyze customer service data
Automate case management record processing
Create and use knowledge articles
Create and use entitlements and service level agreements

  • Customer Service Overview

  • Lesson 1- Create case records
    Lesson 2- Related service apps
    Lesson 3- Analytics for service
    Lesson 4- AI for service
    Lesson 5- Configuring customer service
    Lesson 6- Module summary

  • Case Management

  • Lesson 1- Case management overview
    Lesson 2- Creating case records
    Lesson 3- Queue management
    Lesson 4- Case routing
    Lesson 5- Resolving cases
    Lesson 6- Module summary

  • Service Level Agreements and Entitlements

  • Lesson 1- SLA and entitlement overview
    Lesson 2- Create and manage entitlements
    Lesson 3- Create and manage S

  • Knowledge Management

  • Lesson 1- Knowledge management overview
    Lesson 2- Authoring and organizing
    Lesson 3- Use knowledge content
    Lesson 4- Manage knowledge content
    Lesson 5- Module summary


A Dynamics 365 Customer Engagement Functional Consultant is responsible for performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. The Functional Consultant implements a solution using out-of-the-box capabilities, codeless extensibility, application, and service integrations.




This course is designed for persons who are aspiring to the Microsoft 365 Enterprise Admin role and have completed one of the Microsoft 365 work load administrator certification paths.


Length: 4.0 days (32 hours)


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