8781  Reviews star_rate star_rate star_rate star_rate star_half
$675USD
Duration 1 day
Course Code AB-6004
Available Formats Classroom, Virtual
Next Class: Nov 24, 2026

Upcoming Course Dates

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Overview

Course Description

This course will teach you 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.

Audience Profile

This course is tailored for professionals who aim to enhance and automate business processes using Dynamics 365 customer engagement apps, while leveraging native interconnectivity with Microsoft 365. It is ideal for 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.

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Course Details

Course Details

Outline

  • 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
    • Describe the AI form filling assistant
    • Manage daily actions with the communications assistant
    • Module assessment
  • 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 assessment
  • 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 assessment
  • 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 Copilot for Service
    • Module assessment
  • 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 assessment
  • 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
    • Describe autonomous agents in Dynamics 365
    • Module assessment

Schedule

3 options available

FAQ

How do I get a Microsoft exam voucher?

Pearson Vue Exam vouchers can be requested and ordered with your course purchase.

  • Vouchers are non-refundable and non-returnable. Vouchers expire 12 months from the date they are issued unless otherwise specified in the terms and conditions.
  • Voucher expiration dates cannot be extended. The exam must be taken by the expiration date printed on the voucher.

Do Microsoft courses come with post lab access?

Most Microsoft official courses will include post-lab access ranging from 30 to 180 calendar days after instructor led course delivery. A lab training key in class will be provided that can be leveraged to continue connecting to a remote lab environment for the individual course attendee.

Does the course schedule include a Lunchbreak?

Lunch is normally an hour-long after 3-3.5 hours of the class day.

What languages are used to deliver training?

Microsoft courses are conducted in English unless otherwise specified.

Reviews

Thorough explanations by the instructor along guide and practical training sim of software.

I registered a day before class and am happy that I received all the materials and links in time for the class. Thanks.

the class/lecture was amazing and very easy to understand and was in detail.

Brandon was a great instructor. The virtual course materials and labs provided were very informative.

this class was informative, made me think about certifying for the suse manager cert.