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

Code: msab6004

What you'll learn

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.

Audience

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

Curriculum

34 modules

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

Prerequisites

There are no prerequisites to attend this accelerated course.

Exam info

There is no exam associated with this course.

Course Dates

Sorry, there are currently no dates available for this course. Please submit an enquiry and one of our team will contact you about potential future dates or alternative options.

FAQs

4 Questions

Yes, we do provide courses suitable for beginners. However, Firebrand's accelerated courses aren't easy and it's essential that you are interested and actively pursuing a career in IT.

Traditional training providers usually run their courses from 9am to 5pm. At Firebrand Training we maximise the number of learning hours to minimise the number of training days, so you’ll be back to your job as quickly as possible. You don’t waste time travelling to several courses and finding an exam centre after that.

Firebrand's accelerated courses are constantly reviewed. We ask our delegates for feedback after every course. We are official partners with leading vendors and therefore, we're provided with certification changes and updates, which we can then implement in our course delivery at a very early stage. This feedback is then analysed in view of changes or discrepancies. We will then address the topics mentioned and have a panel of subject matter experts provide us with valuable suggestions for improvement and solutions.

If you need to learn new skills and you want to be able to put them into practice quickly, then Firebrand is the right training company for you.

Our unique accelerated training method means that we are your fastest way to learn. By delivering training for up to 12 hours per day, seven days per week, with exam centres on-site, we ensure that you are trained and certified quicker than anywhere else, having spent less time out of the office away from the day job.

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