Dynamics 365 for Customer Service

In this course you will learn how to configure and use the Customer Service capabilities of Dynamics 365 to manage cases and customer experiences in different situations. Using scenario based labs, you will evaluate and decide how to best use wide range of options that are available for customer service. 

You will get hands-on experience in setting up and configuring Dynamics 365 and its customer service tools through the lab exercises and review of the many real-life scenarios. 


3 days

Application Consultants
Solution Architects
Functional Consultants



Introduction to Customer Service in Dynamics 365
Overview of Dynamics 365
Engagement Models
Dynamics 365 For Service
User Experience
What’s New
Customer Service Feature Overview

Customising Customer Service
Customer Service Building Blocks
Service Specific Customizations
Data Modelling for Service
Editable Grids
Security Considerations
Other Considerations


Engagement and Automation
Creating records from different Channels
Social Monitoring
Using Processes for Service
Microsoft Flow Overview
Routing Rules
Voice of the Customer

Advanced Case Management and Analytics
Advance Case Management Overview
Case Hierarchies
SLAa and Entitlements
Business Process Flows
Customer Service Analytics

Building Flexible Customer Service Solutions
Introduction to Unified Interface
Building Apps
Common Data Service
PowerApps Overview
Working with Bots


Designing Portal Solutions for Customer Service
Review Dynamics 365 Portal Capabilities
Review Customer Service Portal Needs
Deploying Portals for Customer Service
Working with Dynamics Data
Knowledge management
Chat and Co-browsing

Designing Unified Service Desk Demonstrations
Review where USD fits in
Setting Up your Demo Environment
USD Components
Using Hosted Controls, Action Calls, Events, & Toolbars
Controlling how and where data is displayed
Customizing USD Interactions