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Microsoft Dynamics 365 for Customer Service

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Module 1: Introduction

This module provides the attendee with an introduction to the concept of Customer Service the Microsoft Dynamics 365.

  • Examine common Customer Service Scenarios
  • An Introduction to Service in Dynamics 365
  • The Dynamics 365 Platform
  • Dynamics 365 Service Fundamentals
  • Security Considerations
  • Where to get Help
  • Further Reading and Resources

Module 2: Case Management

This module presents the Service Case Management Process in Microsoft Dynamics 365. We also examine the various stages a Case record can go through during its lifespan, and how Service Level Agreements can be used with Cases to define and track Service Entitlements.

  • The Case Management Process
  • Working with Case Records
  • Working with the Case Form
  • Case Assignment and Routing
  • Cases and Activities
  • Resolving Cases
  • Reactivating, Cancelling and Deleting Cases
  • Service Level Agreements

Module 3: Working with Queues

This module presents the concepts of Service Queues in Microsoft Dynamics 365. We examine common Service scenarios where Queues can be useful, and step through the process to create and manage Queues. We also look at how Workflow and Routing Rules can automate Case assignment using Queues.

  • Introduction to Service Queues
  • Common Service Queue Scenarios
  • Creating and Managing Queues
  • Working with Queue Items
  • Case Routing Rules
  • Processes and Queues

Module 4: Using the Knowledge Base

In this module we will start to look at the Knowledge Base in Microsoft Dynamics 365. We look at where the Knowledge Base fits into the Service Management Process, present Knowledge Base Article Templates and examine the Article approval process. Finally, we wrap up with searching the Knowledge Base and relating Articles to Case records.

  • Introduction to the Knowledge Base
  • Knowledge Base Concepts
  • Working with Articles
  • Searching the Knowledge Base
  • Email a Knowledge Article

Module 5: The Interactive Service Hub

This module presents how CSR’s and Service Managers can benefit from the features provided by the Interactive Service Hub. We look at the rich controls and dynamic streams of information presented by this alternative interface to Microsoft Dynamics 365. Finally, we look at the alternative approaches to Case management, Knowledge Articles and tracking Service information.

  • Introduction the Interactive Service Hub
  • The Tier 1 Dashboard
  • The Tier 2 Dashboard
  • The My Knowledge Dashboard
  • The Knowledge Manager Dashboard
  • Working with Cases in the Hub
  • Working with Knowledge Articles in the Hub
  • Working with Visualizations and Filters in the Hub

Module 6: Service Analysis

This module looks at the different methods available to analyze service information that is stored in Microsoft Dynamics 365. We look at the out of the box service reports and the process to create a custom report using the Dynamics 365 Report Wizard. This module also demonstrates the Chart and Dashboard designer, as well as reviewing the out of the box service dashboards to analyze service data.

  • Introduction to Service Analysis in Dynamics 365
  • The Service Reports
  • The Reporting Wizard
  • Working with Service Charts
  • Working with Service Dashboards
  • Working with Service Goals and Metrics

This course provides students with a detailed hands-on experience of the Service features and components of Microsoft Dynamics 365. Attendees of this course will gain an in-depth understanding of the Service Case Management Process in Dynamics 365, including learning how to track and resolve customer requests with Case records, collaborate on issues using Queues, use Service Level Agreements (SLA) to manage service entitlements and utilize the Knowledge Base to resolve customer issues faster. The Interactive Service Hub and Service Analysis features such as the Service Reports, Service Goal Management, Service Charts and Dashboards are also presented in this course. The course objectives map directly to the MB2-718 Microsoft Dynamics 365 for Customer Service exam. Please Note: This course requires an associated lab environment hosted on the Learn on Demand platform to work. To purchase lab access or for further information about this course contact us at

This course is intended for Customer Service Representatives (CSR), Service Managers and End-users who have an interest in the Service components of Dynamics 365. Students should have an existing working knowledge of either Microsoft Dynamics 365 or Microsoft Dynamics CRM.  As a minimum, students should attend the prerequisite course ‘Introduction to Microsoft Dynamics 365’.

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