Microsoft Dynamics 365 Technical Workshop: Implement the Modern Customer Service Experience

Course Description

This SkillDynamo course develops practical, role-relevant capability in implementing a modern Dynamics 365 Customer Service solution with case management, queues, SLAs, knowledge, omnichannel experiences, automation, analytics, security, and operations. The learning path progresses from essential concepts and planning to implementation, validation, troubleshooting, and operational use.

Learners work through realistic scenarios, guided demonstrations, applied exercises, and evidence-based reviews. Every topic is connected to workplace responsibilities, common risks, quality controls, and measurable outcomes.

The course helps professionals make informed decisions, identify failure points, communicate results, and create an actionable improvement plan for future projects.

What You Will Learn

• Translate customer-service requirements into users, channels, cases, queues, routing, ownership, priorities, and service outcomes
• Configure case creation, categorization, activities, timelines, entitlements, escalation, and agent productivity experiences
• Design queues, assignment, routing, work distribution, service-level agreements, timers, and exception handling
• Configure knowledge, search, templates, channels, sessions, conversations, and consistent customer context
• Use business rules, workflows, Power Automate, Copilot, macros, agent scripts, and approved integrations
• Create dashboards and reports for volume, backlog, SLA, resolution, quality, productivity, and customer outcomes
• Apply business units, teams, roles, privileges, data protection, audit, access, and environment governance
• Test functional, security, integration, performance, failure, migration, adoption, and support readiness

SkillDynamo Training Approach

SkillDynamo delivers this course through demonstrations, hands-on exercises, scenario analysis, validation checklists, structured troubleshooting, solution reviews, and a final improvement plan. Learners repeatedly practice planning, implementation, evidence collection, testing, correction, and communication so the skills transfer confidently into real workplace situations.