Introduction to service in Dynamics 365 AB-6004 Training Plan: Detailed Modules
Module 1: Describe the foundations of Dynamics 365 customer engagement apps
- Describe customer engagement apps in Dynamics 365
- Describe the cross-solution capabilities of customer engagement apps
- Navigate to and within customer engagement apps
- Describe the Timeline feature in customer engagement apps
- Exercise – Navigate Dynamics 365 apps
- Explore prompting in Dynamics 365 apps with Copilot Chat
- Describe security in customer engagement apps
Module 2: Explore self-service capabilities in Dynamics 365
- Describe self-service in Dynamics 365 Contact Center
- Describe knowledge management in Dynamics 365 Customer Service
- Exercise – Create a knowledge article
- Describe the Knowledge Management Agent
Module 3: Explore case management in Dynamics 365 Contact Center
- Describe the capabilities of Dynamics 365 Contact Center
- Describe the case lifecycle
- Describe channels in Dynamics 365 Contact Center
- Exercise – Create a chat channel
- Describe routing capabilities in Dynamics 365
- Describe case reporting and analytics in Dynamics 365 Contact Center
- Describe the supervisor experience in Dynamics 365 Contact Center
- Describe Agent Hub
Module 4: Describe workforce management in Dynamics 365 Contact Center
- Describe Workforce Management (WFM) in Dynamics 365 Contact Center
- Describe forecasting and capacity planning
- Describe scheduling and shift planning
- Explore Microsoft 365 Copilot for Service
Module 5: Utilize onsite service capabilities in Dynamics 365 Field Service
- Describe use cases for Dynamics 365 Field Service
- Describe the work order lifecycle
- Describe the Dynamics 365 Field Service mobile app
- Describe resource and scheduling processes
- Describe the Scheduling Operations Agent
- Exercise – Create and schedule a basic work order in Dynamics 365 Field Service
Module 6: Describe shared capabilities in Dynamics 365 customer engagement apps
- Describe the options for tailoring customer engagement apps to meet business needs
- Enhance customer engagement apps with Microsoft Power Platform Integration
- Describe reporting capabilities including charts, dashboards, and views
- Describe Microsoft 365 integrations
- Describe the capabilities of Copilot in customer engagement apps
Recommended Prerequisite Knowledge
Eccentrix Corner Articles: Dynamics 365 Customer Engagement AB-6004 Resources
Explore our technical articles on Dynamics 365 Customer Engagement AB-6004, published on Eccentrix Corner. These resources dive deep into key concepts, share best practices, and provide practical guides to maximize your learning and success. Our experts offer real-world insights to help you master automation, AI-powered customer support, and integration with Microsoft 365 and Power Platform.
Dynamics 365 Service training – Automation & AI
The Dynamics 365 Service training (AB-6004) prepares participants to optimize and automate business processes using Dynamics 365 Customer Engagement apps, while leveraging native integration with Microsoft 365 and Power Platform. This learning path focuses on automating customer support, intelligent omnichannel experiences, and optimizing field service with AI.
Ideal for CRM consultants, support professionals, customer experience managers, and Dynamics 365 users, this course equips you with the essential skills to modernize customer engagement and boost satisfaction through AI and automation.
Why Choose the AB-6004 Training?
Dynamics 365 Customer Engagement is a strategic solution for organizations seeking to deliver intelligent customer support, automate processes, and enhance omnichannel experiences. The AB-6004 training ensures that participants can configure, customize, and optimize Dynamics 365 to meet the demands of modern customer engagement.
Skills Developed During the Training
Mastering the Fundamentals of Dynamics 365 Customer Engagement
Learn to navigate the CRM, manage customer cases, and leverage Microsoft 365 integration.Automating Customer Support Processes with Copilot and AI
Discover how to automate responses, optimize case resolution, and improve customer satisfaction.Implementing Intelligent Omnichannel Communication
Master the use of multiple channels for seamless, personalized customer engagement.Optimizing Field Service with AI
Plan, manage, and track onsite service to maximize first-time resolution.Integrating Dynamics 365 with Microsoft 365 and Power Platform
Develop connected solutions to automate processes and generate advanced reports.
Instructor-led Comprehensive Training
This course is delivered by experienced Dynamics 365 experts. Participants benefit from interactive sessions, real-world case studies, and hands-on labs designed to build confidence in advanced CRM and AI usage.
Who Should Attend This Training?
- CRM consultants and customer engagement specialists
- Support and customer experience professionals using Dynamics 365
- Digital transformation leaders seeking to automate and optimize customer relationship management
- Organizations looking to modernize customer support with Microsoft 365/Power Platform integration
Modernize Your Customer Engagement with Dynamics 365
The Microsoft Dynamics 365 Customer Engagement – Automation & AI (AB-6004) training provides you with the skills to deliver intelligent customer support, automate processes, and integrate AI into your operations. Enroll today to strengthen your expertise in Dynamics 365 Customer Engagement.
Frequently Asked Questions – Microsoft AB-6004 Training (FAQ)
The course includes Dynamics 365 Customer Engagement fundamentals, Copilot and AI automation, omnichannel management, intelligent field service, integration with Microsoft 365/Power Platform, and process customization.
CRM consultants, support professionals, customer experience managers, and any organization looking to modernize customer engagement.
A basic understanding of CRM and Microsoft 365 tools is recommended.
Dynamics 365 Customer Engagement, Copilot, AI, Microsoft 365, Power Platform, omnichannel, field service.
It demonstrates your expertise in CRM automation, AI-powered support, and Microsoft integration, opening new opportunities in customer relationship management and digital transformation.
