Customer Service
A customer support and case management application that helps organizations deliver efficient, personalized, and consistent customer service across multiple channels.
Microsoft Dynamics 365 Customer Service is a customer support and case management application that helps organizations deliver efficient, personalized, and consistent customer service across multiple channels. It enables support teams to manage customer inquiries, resolve issues faster, and improve customer satisfaction.
A case represents a customer issue, request, or complaint.
Organizations can create a centralized knowledge base.
Support customers through multiple channels.
Queues help organize and distribute work among agents.
SLAs help ensure timely responses and resolutions.
Entitlements define the level of support customers receive.
Portals allow customers to submit and track cases, access knowledge resources, and resolve issues independently.
Dynamics 365 Customer Service integrates with:
Who Can Learn It?
- Customer Support Executives
- Service Desk Analysts
- Help Desk Professionals
- Customer Success Managers
- CRM Consultants
- Business Analysts
- Dynamics 365 Functional Consultants
- IT Support Professionals
- Freshers interested in CRM careers
A structured path from Customer Service fundamentals through case management, omnichannel routing, knowledge management, automation, and AI-powered agent productivity.
1Introduction to Dynamics 365 Customer Service
Overview of Dynamics 365 CRM · Customer Service capabilities · Benefits and business scenarios · Licensing overview · Navigation and user interface
2Customer Service Fundamentals
Customer lifecycle · Customer service concepts · Service Level Agreements (SLAs) · Queues · Routing concepts · Case management overview
3Customer Records Management
Accounts · Contacts · Leads (overview) · Activities · Timeline · Customer insights overview
4Case Management
Creating cases · Case lifecycle · Case resolution · Case reassignment · Case merging · Parent and child cases · Escalation process
5Queue Management
Public and Private Queues · Queue items · Assigning work · Automatic routing · Queue management best practices
6Entitlements
Entitlement concepts · Creating entitlements · Terms and conditions · Remaining terms tracking · Entitlement templates
7Service Level Agreements (SLAs)
SLA creation · KPI configuration · Success criteria · Warning and failure actions · SLA tracking · Enhanced SLAs
8Knowledge Management
Knowledge articles · Article lifecycle · Categories · Templates · Publishing · Searching knowledge articles · Version management
9Omnichannel for Customer Service
Omnichannel overview · Live Chat · Digital messaging · Voice Channel overview · Workstreams · Agent experience
10Unified Routing
Routing concepts · Assignment rules · Classification rules · Skills-based routing · Capacity-based routing
11Customer Service Workspace
Workspace overview · Session management · Productivity tools · Smart assist · Inbox · Tabs and templates
12Email-to-Case Management
Email integration · Automatic case creation · Email templates · Queues and mailboxes · Automatic record creation rules
13Business Process Flows & Business Rules
Business Process Flows · Business Rules · Validation · Automation · Form customization (functional overview)
14Customer Voice Integration
Customer Voice overview · Creating surveys · Sending surveys · Survey responses · Reporting
15Dashboards & Reporting
Interactive dashboards · Charts · Views · Personal dashboards · System dashboards · Excel export · Power BI integration overview
16Security & Administration
Users · Teams · Business Units · Security Roles · Field Security · Auditing · Record sharing
17Productivity Features
Quick Create Forms · Templates · Email signatures · Notes · Attachments · Activities · Appointment scheduling
18Automation with Power Platform
Power Automate integration · Automated notifications · Approval flows · Power Apps overview · Copilot capabilities
19AI & Copilot in Customer Service
Copilot overview · AI-generated case summaries · Suggested responses · Knowledge suggestions · Productivity enhancements
20Integration Overview
Microsoft Teams integration · Outlook integration · SharePoint integration · Microsoft 365 integration · Third-party integration overview
21Practical Scenarios & Labs
End-to-end customer support process · Case creation to resolution · SLA monitoring · Queue management · Knowledge article creation · Customer communication
22Best Practices & Real-Time Project
Industry use cases · Implementation best practices · Customer support workflow · Project simulation · Interview preparation
Who Can Learn
- Customer Support Executives
- Service Desk Analysts
- Help Desk Professionals
- Customer Success Managers
- CRM Consultants
- Business Analysts
- Dynamics 365 Functional Consultants
- IT Support Professionals
- Freshers interested in CRM careers
- Basic understanding of Customer Service and CRM concepts
- Familiarity with Microsoft 365 applications
- No prior Dynamics 365 experience required
| Level | Duration |
|---|---|
| Fundamentals | 16–20 Hours |
| Functional Training | 30–40 Hours |
| Advanced with Projects | 45–60 Hours |
| Corporate Training | 5–7 Days |
| Certification Preparation | 40–50 Hours |
D365 Sales
A Customer Relationship Management (CRM) application that helps organizations manage leads, customers, sales opportunities, quotations, orders, and customer interactions.
Microsoft Dynamics 365 Sales is a Customer Relationship Management (CRM) application that helps organizations manage leads, customers, sales opportunities, quotations, orders, and customer interactions. It enables sales teams to increase productivity, improve customer engagement, and accelerate revenue growth through automation, analytics, and AI-driven insights.
D365 Sales integrates with:
Who Can Learn?
- Sales Professionals
- CRM Professionals
- Business Analysts
- Dynamics 365 Functional Consultants
- Customer Relationship Managers
- Marketing Professionals
- Project Managers and Team Leads
- IT Professionals
- Developers
- Freshers and Graduates
A structured path from Dynamics 365 Sales fundamentals to advanced features, hands-on labs, automation, reporting, AI capabilities, and a complete end-to-end Lead-to-Cash implementation.
1Introduction to Dynamics 365 CRM
Overview of Microsoft Dynamics 365 · CRM Concepts and Business Benefits · Dynamics 365 Sales Overview · Licensing and Deployment Options · Navigation and User Interface · Security Concepts and Business Roles
2Sales Process Overview
Lead to Cash Process · Sales Lifecycle · Sales Pipeline Management · Sales Stages · Business Process Flows · Sales Best Practices
3Customer Management
Accounts · Contacts · Relationships · Hierarchies · Customer Insights · Data Management
4Lead Management
Creating Leads · Lead Qualification · Lead Scoring · Lead Assignment · Duplicate Detection · Lead Conversion
5Opportunity Management
Creating Opportunities · Opportunity Lifecycle · Sales Stages · Competitors · Stakeholders · Closing Opportunities
6Product Catalog Management
Units and Unit Groups · Product Families · Products · Price Lists · Discount Lists · Product Bundles
7Quotes, Orders & Invoices
Creating Quotes · Quote Revision · Quote Activation · Converting Quote to Order · Sales Orders · Invoice Creation · Order Fulfillment Process
8Sales Forecasting
Forecast Categories · Forecast Configuration · Sales Targets · Pipeline Forecasting · Territory Forecasts · Forecast Analysis
9Activities & Productivity
Phone Calls · Emails · Appointments · Tasks · Notes · Timeline · Activity Tracking
10Microsoft Outlook & Teams Integration
Outlook App · Email Tracking · Microsoft Teams Integration · Collaboration · Meeting Management · Document Sharing
11Sales Dashboard & Reporting
Personal Dashboards · System Dashboards · Charts · Views · Excel Export · Advanced Find · Basic Reporting
12Customer Relationship Management
Customer Timeline · Relationship Assistant · Sales Accelerator · Conversation Intelligence · Customer Engagement
13Security & Administration
Business Units · Users · Teams · Security Roles · Field Security · Record Ownership · Sharing Records
14Business Rules & Automation
Business Rules · Business Process Flows · Workflows (Classic) · Power Automate Integration · Email Notifications · Approval Processes
15AI Features in Dynamics 365 Sales
Microsoft Copilot for Sales · Opportunity Scoring · Predictive Forecasting · Relationship Analytics · Conversation Intelligence · AI-generated Email Assistance
16Data Management
Import Data · Export Data · Duplicate Detection · Data Mapping · Bulk Edit · Data Cleansing
17Integration
Microsoft 365 Integration · Excel Integration · SharePoint Integration · Microsoft Teams Integration · Power BI Integration · Power Apps Overview
18Mobile Application
Dynamics 365 Mobile App · Mobile Navigation · Offline Mode · Mobile Sales Activities · Mobile Dashboards
19Hands-on Practical Exercises
Create Customers · Create Leads · Qualify Leads · Create Opportunities · Manage Products · Generate Quotes · Convert to Orders · Create Invoices · Track Activities · Generate Reports
20Real-Time Business Scenarios
Lead Management Scenario · Customer Follow-up · Sales Pipeline Management · Quote to Cash Process · Opportunity Closure · Sales Performance Analysis
Who Can Learn
- Sales Executives
- Sales Managers
- CRM Administrators
- Business Analysts
- Functional Consultants
- Customer Success Managers
- Marketing Professionals
- Freshers and Graduates
- ERP/CRM Professionals
- Microsoft Dynamics 365 Aspirants
- Basic understanding of Sales and CRM concepts
- Familiarity with Microsoft 365 applications
- No prior Dynamics 365 experience required
| Level | Duration |
|---|---|
| Fundamentals | 16–20 Hours |
| Functional Training | 30–40 Hours |
| Advanced with Projects | 45–60 Hours |
| Corporate Training | 5–7 Days |
| Certification Preparation | 40–50 Hours |
Dynamics 365 Sales is a powerful CRM solution that helps organizations manage the entire sales cycle—from lead generation and opportunity management to quotes, orders, and customer relationship tracking. With built-in automation, analytics, AI capabilities, and integration with Microsoft products, it enables sales teams to sell more effectively and improve customer satisfaction.