Microsoft Introduction to service in Dynamics 365 (AB-6004)

On this accelerated Microsoft Introduction to service in Dynamics 365 (AB-6004) course, you’ll gain an understanding of 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.

Through Firebrand’s Lecture | Lab | Review method, you’ll get certified at twice the speed of traditional training and access official courseware, learn from certified instructors, and train in a distraction-free environment.

This course is ideal for:

• Professionals who aim to enhance and automate business processes using Dynamics 365 customer engagement apps, while leveraging native interconnectivity with Microsoft 365
• 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

• 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 2: Explore self-service capabilities in Dynamics 365

• 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 3: Explore case management in Dynamics 365 Contact Center

• Describe the capabilities of Dynamics 365 Contact Center
• Describe the case lifecycle
• Describe channels in Dynamics 365 Contact Center
• Exercise - Create a chat channel
• Describe routing capabilities in Dynamics 365
• Describe case reporting and analytics in Dynamics 365 Contact Center
• Describe the supervisor experience in Dynamics 365 Contact Center
• Describe Agent Hub

Module 4: Describe workforce management in Dynamics 365 Contact Center

• 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 5: Utilize onsite service capabilities in Dynamics 365 Field Service

• 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 6: Describe shared capabilities in Dynamics 365 customer engagement apps

• 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

There is no exam associated with this course.

There are no prerequisites to attend this accelerated course.

Your accelerated course includes:

• Accommodation *
• Meals, unlimited snacks, beverages, tea and coffee *
• On-site exams **
• Exam vouchers **
• Practice tests **
• Certification Guarantee ***
• Courseware
• Up to 12 hours of instructor-led training each day
• 24-hour lab access
• Digital courseware **

* For residential training only. Accommodation is included from the night before the course starts. This doesn't apply to online courses.
** Some exceptions apply. Please refer to the Exam Track or speak with our experts.
*** Pass the first time or train again for free as many times as it takes, unlimited for 1 year. Just pay for accommodation, exams, and incidental costs.

Seven reasons why you should sit your course with Firebrand Training

• Two training options. Choose between residential classroom-based and online courses
• You'll be certified fast. With us, you’ll be trained in record time
• Our course is all-inclusive. A one-off fee covers all course materials, exams**, accommodation* and meals*. No hidden extras.
• Pass the first time or train again for free. This is our guarantee. We’re confident you’ll pass your course the first time. But if not, come back within a year and only pay for accommodation, exams and incidental costs
• You’ll learn more. A day with a traditional training provider generally runs from 9am–5pm, with a nice long break for lunch. With Firebrand, you’ll get at least 12 hours/day of quality learning time with your instructor
• You’ll learn faster. Chances are, you’ll have a different learning style to those around you. We combine visual, auditory and tactile styles to deliver the material in a way that ensures you will learn faster and more easily
• You’ll be studying with the best. We’ve been named in the Training Industry’s “Top 20 IT Training Companies of the Year” every year since 2010. As well as winning many more awards, we’ve trained and certified over 135,000 professionals

*For residential training only. Doesn't apply for online courses
**Some exceptions apply. Please refer to the Exam Track or speak with our experts

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