AB-6004-A: Introduction to Service in Dynamics 365

Course structure

Module 1: Describe the foundations of Dynamics 365 customer engagement apps

• 1.1 Introduction 
• 1.2 Describe Customer Engagement Apps in Dynamics 365 
• 1.3 Describe the Cross-Solution Capabilities of Customer Engagement Apps 
• 1.4 Navigate to and Within Customer Engagement Apps 
• 1.5 Describe the Timeline Feature in Customer Engagement Apps 
• 1.6 Exercise – Navigate Dynamics 365 Apps 
• 1.7 Explore Prompting in Dynamics 365 Apps with Copilot Chat 
• 1.8 Describe Security in Customer Engagement Apps 
• 1.9 Describe the AI Form Filling Assistant 
• 1.10 Manage Daily Actions with the Communications Assistant 
• 1.11 Summary 

Module 2: Explore Self-Service Capabilities in Dynamics 365

• 2.1 Introduction 
• 2.2 Describe Self-Service in Dynamics 365 Contact Center 
• 2.3 Describe Knowledge Management in Dynamics 365 Customer Service 
• 2.4 Exercise – Create a Knowledge Article 
• 2.5 Describe the Knowledge Management Agent 
• 2.6 Summary 

Module 3: Explore Case Management in Dynamics 365 Contact Center

• 3.1 Introduction 
• 3.2 Describe the Capabilities of Dynamics 365 Contact Center 
• 3.3 Describe the Case Lifecycle 
• 3.4 Describe Channels in Dynamics 365 Contact Center 
• 3.5 Exercise – Create a Chat Channel 
• 3.6 Describe Routing Capabilities in Dynamics 365 
• 3.7 Describe Case Reporting and Analytics in Dynamics 365 Contact Center 
• 3.8 Describe the Supervisor Experience in Dynamics 365 Contact Center 
• 3.9 Describe Agent Hub 
• 3.10 Summary 

Module 4: Describe Workforce Management in Dynamics 365 Contact Center

• 4.1 Introduction 
• 4.2 Describe Workforce Management (WFM) in Dynamics 365 Contact Center 
• 4.3 Describe Forecasting and Capacity Planning 
• 4.4 Describe Scheduling and Shift Planning 
• 4.5 Explore Microsoft 365 Copilot for Service 
• 4.6 Summary 

Module 5: Utilize Onsite Service Capabilities in Dynamics 365 Field Service

• 5.1 Introduction 
• 5.2 Describe Use Cases for Dynamics 365 Field Service 
• 5.3 Describe the Work Order Lifecycle 
• 5.4 Describe the Dynamics 365 Field Service Mobile App 
• 5.5 Describe Resource and Scheduling Processes 
• 5.6 Describe the Scheduling Operations Agent 
• 5.7 Exercise – Create and Schedule a Basic Work Order in Dynamics 365 Field Service 
• 5.8 Summary 

Module 6: Describe Shared Capabilities in Dynamics 365 Customer Engagement Apps

• 6.1 Introduction 
• 6.2 Describe the Options for Tailoring Customer Engagement Apps to Meet Business Needs 
• 6.3 Enhance Customer Engagement Apps with Microsoft Power Platform Integration 
• 6.4 Describe Reporting Capabilities Including Charts, Dashboards, and Views 
• 6.5 Describe Microsoft 365 Integrations 
• 6.6 Describe the Capabilities of Copilot in Customer Engagement Apps 
• 6.7 Describe Autonomous Agents in Dynamics 365 
• 6.8 Summary