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.
1 Introduction to Dynamics 365 Customer Service
Overview of Dynamics 365 CRM · Customer Service capabilities · Benefits and business scenarios · Licensing overview · Navigation and user interface
2 Customer Service Fundamentals
Customer lifecycle · Customer service concepts · Service Level Agreements (SLAs) · Queues · Routing concepts · Case management overview
3 Customer Records Management
Accounts · Contacts · Leads (overview) · Activities · Timeline · Customer insights overview
4 Case Management
Creating cases · Case lifecycle · Case resolution · Case reassignment · Case merging · Parent and child cases · Escalation process
5 Queue Management
Public and Private Queues · Queue items · Assigning work · Automatic routing · Queue management best practices
6 Entitlements
Entitlement concepts · Creating entitlements · Terms and conditions · Remaining terms tracking · Entitlement templates
7 Service Level Agreements (SLAs)
SLA creation · KPI configuration · Success criteria · Warning and failure actions · SLA tracking · Enhanced SLAs
8 Knowledge Management
Knowledge articles · Article lifecycle · Categories · Templates · Publishing · Searching knowledge articles · Version management
9 Omnichannel for Customer Service
Omnichannel overview · Live Chat · Digital messaging · Voice Channel overview · Workstreams · Agent experience
10 Unified Routing
Routing concepts · Assignment rules · Classification rules · Skills-based routing · Capacity-based routing
11 Customer Service Workspace
Workspace overview · Session management · Productivity tools · Smart assist · Inbox · Tabs and templates
12 Email-to-Case Management
Email integration · Automatic case creation · Email templates · Queues and mailboxes · Automatic record creation rules
13 Business Process Flows & Business Rules
Business Process Flows · Business Rules · Validation · Automation · Form customization (functional overview)
14 Customer Voice Integration
Customer Voice overview · Creating surveys · Sending surveys · Survey responses · Reporting
15 Dashboards & Reporting
Interactive dashboards · Charts · Views · Personal dashboards · System dashboards · Excel export · Power BI integration overview
16 Security & Administration
Users · Teams · Business Units · Security Roles · Field Security · Auditing · Record sharing
17 Productivity Features
Quick Create Forms · Templates · Email signatures · Notes · Attachments · Activities · Appointment scheduling
18 Automation with Power Platform
Power Automate integration · Automated notifications · Approval flows · Power Apps overview · Copilot capabilities
19 AI & Copilot in Customer Service
Copilot overview · AI-generated case summaries · Suggested responses · Knowledge suggestions · Productivity enhancements
20 Integration Overview
Microsoft Teams integration · Outlook integration · SharePoint integration · Microsoft 365 integration · Third-party integration overview
21 Practical Scenarios & Labs
End-to-end customer support process · Case creation to resolution · SLA monitoring · Queue management · Knowledge article creation · Customer communication
22 Best 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 |