Simple play icon Course

Microsoft Dynamics 365 for Customer Service

by Amber Israelsen

Dynamics 365 for Customer Service enables companies to build strong relationships with their customers by providing excellent service. This course will guide you through the fundamentals of this important part of the platform.

What you'll learn

In business today, it may seem obvious that you need to make sales and get new customers. However, it’s equally important to provide great customer service to those customers once they’re onboard. Customers’ expectations are higher than ever, and they want fast, personalized service through a variety of channels.

That’s where the Customer Service application comes in. In this course, Microsoft Dynamics 365 for Customer Service, you’ll learn the fundamentals of this important part of Dynamics 365. First, you’ll become familiar with the core entities used in the Service app, with a special focus on cases. Next, you’ll explore how to work with cases, through queues and routing rules. You’ll also learn about service terms such as service level agreements, or SLAs, and entitlements. Finally, you’ll discover the knowledge management capabilities of the platform that enable customer service agents to quickly search for and share knowledge articles.

When you’re finished with the course, you’ll have a foundational understanding of Dynamics 365 for Customer Service, and how to use it to provide great service to your customers.

About the author

Amber has been a software developer and technical trainer since the early 2000s. In recent years, she has focused on teaching AI, machine learning, AWS and Power Apps, teaching students around the world. She also works to bridge the gap between developers, designers and businesspeople with her expertise in visual communication, user experience and business/professional skills. She holds certifications in machine learning, AWS, a variety of Microsoft technologies, and is a former Microsoft Cer... more

Ready to upskill? Get started