Dynamics 365 Customer Service Functional Consultant Associate

2 – 3 weeks
Flexible Schedule

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Summary of the Curriculum

This course trains professionals to implement and configure Dynamics 365 Customer Service to enhance support workflows and improve customer satisfaction. You’ll cover topics like case management, service-level agreements (SLAs), Omnichannel configuration (chat, voice, social), agent productivity tools, knowledge base setup, and feedback systems. It also introduces Microsoft Copilot for automating responses and insights. By the end, you’ll be able to design customer support environments that scale across teams and channels. 

Relevant Industries

IT Helpdesks, Customer Support Teams, Call Centers, Telecom, Healthcare, Banking, E-commerce, Government. 

Overview of Technology

Microsoft Dynamics 365 Customer Service is a CRM module focused on managing customer queries through email, phone, live chat, and social channels. Integrated with Microsoft Power Platform and Copilot, it helps automate service processes, route cases intelligently, and provide real-time agent assistance.

Enrollment Process

  • Sign up on the platform and choose your preferred batch.
  • Start your classes on the scheduled date .
  • Get access to learning materials and project dashboards.
  • Begin your training journey with expert-led sessions.
  • Apply your learning through real-world case studies and projects,

 

Detailed Course Curriculum

  1. Manage Cases, Knowledge Management, and Feedback (40–45%)
  • Configure and manage case creation and lifecycle 
  • Implement and manage queues for case routing and workload distribution 
  • Set up and maintain knowledge management, including creation, approval, and publishing of knowledge articles 
  • Collect and analyze customer feedback using Dynamics 365 Customer Voice 
  • Utilize Microsoft Copilot in Customer Service for case resolution and productivity 
  • Implement feedback mechanisms and analyze feedback data 

 

  1. Implement Scheduling and Routing (10–15%)
  • Configure service scheduling for resources and appointments 
  • Set up and manage service-level agreements (SLAs) and entitlements 
  • Implement basic and unified routing for cases, including automatic assignment rules 
  • Use service calendar and resource management features 

 

  1. Implement Dynamics 365 Contact Center (20–25%)
  • Deploy and configure Dynamics 365 Contact Center capabilities 
  • Integrate voice and chat channels (including Omnichannel for Customer Service) 
  • Configure and manage multi-session experiences for agents 
  • Set up and optimize agent workspaces for productivity 
  • Implement analytics and insights for Contact Center operations 

 

  1. Extend Customer Service by Using Microsoft Power Platform (15–20%)
  • Integrate Customer Service with Microsoft Power Platform components (Power Automate, Power Apps, Power Virtual Agents) 
  • Create and manage custom apps and automation to enhance service processes 
  • Extend service functionality using Microsoft Copilot Studio 
  • Implement and manage custom experiences for service representatives 

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