AB-6004: Introduction to Service in Dynamics 365

The Introduction to Service in Dynamics 365 (AB-6004) course is a 1-day training program covering customer service fundamentals within Dynamics 365 Customer Service. Participants will explore case management, knowledge articles, and service scheduling capabilities. Delivered by Esamatic srl, Microsoft Learning Partner in Milan, with Microsoft Certified Trainers.

• Duration: 1 day of instructor-led training
• Focus: Customer service management in Dynamics 365
• Platform: Dynamics 365 Customer Service
• Approach: Practical demonstrations and exercises
• Certification: Supports Dynamics 365 Customer Service certification

Course Overview: Introduction to Service in Dynamics 365

Dynamics 365 Customer Service empowers organizations to deliver exceptional support experiences. This course introduces the core capabilities including case lifecycle management, knowledge base creation and publishing, service scheduling, and the tools needed to resolve customer issues efficiently while maintaining high satisfaction levels.

Learning Objectives

1. Case Management — Create, track, and resolve customer cases using queues, routing rules, and SLA management
2. Knowledge Articles — Author, review, and publish knowledge articles to empower agents and enable self-service
3. Service Scheduling — Configure service activities, resources, and schedules to optimize service delivery
4. Dashboards & Analytics — Monitor service performance using built-in dashboards and key service metrics

Who Should Attend

This course is designed for customer service managers, service agents, CRM consultants, and business analysts who want to understand service management capabilities in Dynamics 365.

Career Benefits

Customer service technology is a growing field as companies invest in digital transformation of their support operations. Dynamics 365 Customer Service skills open doors to roles in CRM implementation, service operations management, and customer experience consulting.

Prerequisites

• Basic understanding of customer service concepts
• Familiarity with CRM systems
• General knowledge of Microsoft 365 applications

Frequently Asked Questions

Is this course suitable for beginners?

Yes. This is an introductory course designed for participants new to Dynamics 365 Customer Service. No prior Dynamics 365 experience is required.

Does the course cover omnichannel capabilities?

This course focuses on core service fundamentals. Omnichannel and Contact Center topics are covered in the AB-7011 course.

Will I learn about AI-powered service features?

The course introduces the foundational service platform. AI-powered features like Copilot for service are briefly mentioned but covered in depth in advanced courses.

Is there hands-on practice included?

Yes. Participants work directly in a Dynamics 365 Customer Service environment to configure cases, create knowledge articles, and set up service scheduling.