linkedin behance facebook instagram odnoklassniki twitter vimeo vk youtube logo-edx
Skip to main content

Dynamics 365 for customer engagement for Customer Service

Customer service is a key aspect of any customer relationship management strategy. Microsoft Dynamics 365 for Customer Service has many features that organizations can use to manage the services they provide to customers.

About this course

Microsoft Dynamics 365 for Customer Service offers any organization an opportunity for customer success. Using tools such as automatic case creation and queue management frees up your time to dedicate it where you can have a greater impact, directly with your customers.

Join our team of globally recognized experts as they take you step by step from creating cases to interacting with customers to resolving those cases. Once you’ve resolved those cases you can learn from data analysis the key details to help you resolve similar cases faster or avoid new issues altogether.

What you'll learn

After completing this course, you will be able to:

  • Install and configure the customer service app
  • Identify common customer service scenarios
  • Complete a case resolution process
  • Analyze customer service data
  • Automate case management record processing
  • Create and use knowledge articles
  • Create and use entitlements and service level agreements


Before attending this course, students must have:

  • A basic understanding of the need for customer service tools.

Course Syllabus

Module 1: Customer Service Overview

Description: In this module you will learn the basics of customer service in Dynamics 365. We will install and configure the application as well as learn about security roles, related applications and analytics.

Brief objectives: After completing this module, you will be able to: Install and configure the customer service application. Identify common customer service scenarios.

  • Lesson 1: Create case records
  • Lesson 2: related service apps
  • Lesson 3: Analytics for service
  • Lesson 4: AI for service
  • Lesson 5: Configuring customer service
  • Lesson 6: Module summary

Module 2: Case Management

Description: In this module you will learn how to open and resolve customer service cases, both manually and with automation.

Brief objectives: After completing this module, you will be able to: Open and resolve customer service cases. Automate case creation and routing.

  • Lesson 1: Case management overview
  • Lesson 2: Creating case records
  • Lesson 3: Queue management
  • Lesson 4: Case routing
  • Lesson 5: Resolving cases
  • Lesson 6: Module summary

Module 3: Service Level Agreements and Entitlements

Description: In this module you will learn how to define and use entitlements and entitlement templates as well as service level agreements and how these tools enable case resolution.

Brief objectives: After completing this module, you will be able to: Create and use service level agreements. Create and use entitlements.

  • Lesson 1: SLA and entitlement overview
  • Lesson 2: Create and manage entitlements
  • Lesson 3: Create and manage SLAs
  • Lesson 4: Module summary

Module 4: Knowledge Management

Description: In this module you will learn how to create and use knowledge management. Additionally, you will learn the lifecycle of knowledge articles.

Brief objectives: After completing this module, you will be able to: Create and manage knowledge content.

  • Lesson 1: Knowledge management overview
  • Lesson 2: Authoring and organizing
  • Lesson 3 Use knowledge content
  • Lesson 4: Manage knowledge content
  • Lesson 5: Module summary

Course Staff

Julie Yack

Julie Yack

Microsoft MVP

Trainer. Author. Mentor. Learner. Advocate. Problem-solver. Photographer. Globetrotter. Julie Yack is a Microsoft Dynamics MVP serving clients around the globe. Julie is an accomplished author and publisher with several books on different technologies under her belt. Julie is a community leader; nationally, locally and online, serving on education committees and curriculum boards in Colorado, meeting with elected officials in Washington D.C., and as a founding member of and xRMVirtual online user group communities. Julie loves to spend her free time traveling with her husband and always looks forward to coming home to Colorado.

David Yack

David Yack

Microsoft MVP

David is the CTO of Colorado Technology Consultants based in Colorado. He is recognized as a Microsoft Regional Director and a Microsoft MVP. As a senior hands’ on technology and business consultant with over 20 years of industry experience, David enjoys developing applications on the Microsoft platforms, specializing in large system architecture and design. David focus is on helping clients migrate and build new applications on Microsoft technologies, as well as helping to mentor and train their staffs. David is a is a frequent speaker/trainer at user group, industry events and private company events around the world. Antarctica is the only continent David hasn't been on and he is accepting invitations. David has been on the author team of multiple .NET and Dynamics related books . He lives in Colorado with his wife. You can read his blogs at

Mark Smith

Mark Smith

Microsoft MVP

Mark also known as nz365guy has been a Microsoft Certified Trainer for over ten years. He is worked with Microsoft Business Applications for over 15 years in various countries around the world for companies large and small. Mark cares about the people in this industry and wants to do everything he can to see as many people skilled and enabled to maximise their lives and careers. He can be found online at and is always open to helping anyone in the Microsoft Business Applications community to reach their full potential. Feel free to connect with him today.

George Doubinski

George Doubinski

Microsoft MVP

Architect. Coder. Author. Blogger. Speaker. Trainer. Specialist in all things difficult. If you cannot find George online committing code to github, writing for, talking on, or presenting at a conference, it must be a rare occasion when he sleeps, spends time with the family or travels from A to B.