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Dynamics 365 Customer Service

Duration: 1 day


Dynamics 365 Customer Service can track all customer issues and record all interactions on the case record. The application allows for the creation of queues and routing rules to ensure cases are routed to the appropriate users, and through use of the knowledge base empower those users to resolve customer issues quickly and consistently. Organizations can also leverage service level agreements and track service terms through the entitlements feature, while manager can utilize reports and dashboards to manage performance and productivity. This instructor-led course is a one-day deep dive into the default record types, processes and configuration of Dynamics 365 Customer Service.


This course is designed to support individuals who will be setting up and administering Customer Service within Dynamics 365. It is not intended for front of house users.

Topics Covered
  • Case Management: Business Process, Settings, Goals and Reporting
  • Knowledge Management: Author, Approve and Publish Articles, Knowledge Search
  • Using Teams and Queues for Collaboration
  • Service Level Agreements and Entitlements
  • Case Routing Rules and Record Creation and Update Rules

Required Prerequisites

Participants are highly advised to be comfortable and confident with the following skills and concepts for a successful learning experience:

  • Search; navigation; activities; and advanced find within Microsoft Dynamics 365
  • Creating views; charts; and dashboards
  • Data entry in forms and process flows

Recommended Prerequisites

Prerequisites are recommendations, and while not required, they are highly advised to ensure a successful learning experience:

  • Understanding of data or relational databases is helpful
  • Dynamics 365 data structure and user experience customization
  • Dynamics 365 University CRM Boot Camp is recommended

Related Certifications

The value of a Dynamics 365 University training is in the knowledge acquired, but there’s a professional and career value as well. Demonstrate expertise with achievements through PowerObjects. Learn More