Microsoft Dynamics 365 CRM & Power Platform Practitioner Bootcamp — Lesson 3: Customer Service and Field Operations

Topics Covered

• case management
• queues and routing
• field-service concepts
• customer-data quality

Practical Activity

• Document the scenario, assumptions, stakeholders, and expected business or technical outcome.
• Complete a guided configuration, analysis, or design exercise aligned to the lesson topics.
• Record validation evidence, risks, dependencies, and corrective actions.
• Summarize the result in a reusable implementation or operating note.

Validation Checklist

• Requirements and assumptions are clearly documented.
• The selected Microsoft features or services match the scenario.
• Security, governance, and operational impacts are considered.
• The final result includes evidence and actionable next steps.

Lesson Outcome

Learners can explain and apply customer service and field operations within a realistic Dynamics 365 CRM and Power Platform practitioner skills scenario.