{"id":50545,"date":"2026-01-10T13:12:36","date_gmt":"2026-01-10T13:12:36","guid":{"rendered":"https:\/\/www.eccentrix.ca\/?post_type=formation&#038;p=50545"},"modified":"2026-06-21T12:13:52","modified_gmt":"2026-06-21T12:13:52","slug":"introduction-to-service-in-dynamics-365-ab-6004","status":"publish","type":"formation","link":"https:\/\/www.eccentrix.ca\/en\/courses\/microsoft\/dynamics-365\/introduction-to-service-in-dynamics-365-ab-6004\/","title":{"rendered":"Introduction to service in Dynamics 365 (AB-6004)"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"50545\" class=\"elementor elementor-50545 elementor-50536\" data-elementor-post-type=\"formation\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7c904ea e-flex e-con-boxed e-con e-parent\" data-id=\"7c904ea\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-326cc8c7 e-con-full e-flex e-con e-child\" data-id=\"326cc8c7\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-21b6e59c elementor-widget elementor-widget-heading\" data-id=\"21b6e59c\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Introduction to service in Dynamics 365 AB-6004 Training Plan: Detailed Modules<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7e5e29af elementor-widget elementor-widget-accordion\" data-id=\"7e5e29af\" data-element_type=\"widget\" data-widget_type=\"accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-accordion\">\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h6 id=\"elementor-tab-title-2121\" class=\"elementor-tab-title\" data-tab=\"1\" role=\"button\" aria-controls=\"elementor-tab-content-2121\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Module 1: Describe the foundations of Dynamics 365 customer engagement apps<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\t<div id=\"elementor-tab-content-2121\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"region\" aria-labelledby=\"elementor-tab-title-2121\"><ul><li>Describe customer engagement apps in Dynamics 365<\/li><li>Describe the cross-solution capabilities of customer engagement apps<\/li><li>Navigate to and within customer engagement apps<\/li><li>Describe the Timeline feature in customer engagement apps<\/li><li>Exercise &#8211; Navigate Dynamics 365 apps<\/li><li>Explore prompting in Dynamics 365 apps with Copilot Chat<\/li><li>Describe security in customer engagement apps<\/li><\/ul><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h6 id=\"elementor-tab-title-2122\" class=\"elementor-tab-title\" data-tab=\"2\" role=\"button\" aria-controls=\"elementor-tab-content-2122\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Module 2: Explore self-service capabilities in Dynamics 365<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\t<div id=\"elementor-tab-content-2122\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"region\" aria-labelledby=\"elementor-tab-title-2122\"><ul><li>Describe self-service in Dynamics 365 Contact Center<\/li><li>Describe knowledge management in Dynamics 365 Customer Service<\/li><li>Exercise &#8211; Create a knowledge article<\/li><li>Describe the Knowledge Management Agent<\/li><\/ul><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h6 id=\"elementor-tab-title-2123\" class=\"elementor-tab-title\" data-tab=\"3\" role=\"button\" aria-controls=\"elementor-tab-content-2123\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Module 3: Explore case management in Dynamics 365 Contact Center<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\t<div id=\"elementor-tab-content-2123\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"3\" role=\"region\" aria-labelledby=\"elementor-tab-title-2123\"><ul><li>Describe the capabilities of Dynamics 365 Contact Center<\/li><li>Describe the case lifecycle<\/li><li>Describe channels in Dynamics 365 Contact Center<\/li><li>Exercise &#8211; Create a chat channel<\/li><li>Describe routing capabilities in Dynamics 365<\/li><li>Describe case reporting and analytics in Dynamics 365 Contact Center<\/li><li>Describe the supervisor experience in Dynamics 365 Contact Center<\/li><li>Describe Agent Hub<\/li><\/ul><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h6 id=\"elementor-tab-title-2124\" class=\"elementor-tab-title\" data-tab=\"4\" role=\"button\" aria-controls=\"elementor-tab-content-2124\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Module 4: Describe workforce management in Dynamics 365 Contact Center<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\t<div id=\"elementor-tab-content-2124\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"4\" role=\"region\" aria-labelledby=\"elementor-tab-title-2124\"><ul><li>Describe Workforce Management (WFM) in Dynamics 365 Contact Center<\/li><li>Describe forecasting and capacity planning<\/li><li>Describe scheduling and shift planning<\/li><li>Explore Microsoft 365 Copilot for Service<\/li><\/ul><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h6 id=\"elementor-tab-title-2125\" class=\"elementor-tab-title\" data-tab=\"5\" role=\"button\" aria-controls=\"elementor-tab-content-2125\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Module 5: Utilize onsite service capabilities in Dynamics 365 Field Service<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\t<div id=\"elementor-tab-content-2125\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"5\" role=\"region\" aria-labelledby=\"elementor-tab-title-2125\"><ul><li>Describe use cases for Dynamics 365 Field Service<\/li><li>Describe the work order lifecycle<\/li><li>Describe the Dynamics 365 Field Service mobile app<\/li><li>Describe resource and scheduling processes<\/li><li>Describe the Scheduling Operations Agent<\/li><li>Exercise &#8211; Create and schedule a basic work order in Dynamics 365 Field Service<\/li><\/ul><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h6 id=\"elementor-tab-title-2126\" class=\"elementor-tab-title\" data-tab=\"6\" role=\"button\" aria-controls=\"elementor-tab-content-2126\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Module 6: Describe shared capabilities in Dynamics 365 customer engagement apps<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\t<div id=\"elementor-tab-content-2126\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"6\" role=\"region\" aria-labelledby=\"elementor-tab-title-2126\"><ul><li>Describe the options for tailoring customer engagement apps to meet business needs<\/li><li>Enhance customer engagement apps with Microsoft Power Platform Integration<\/li><li>Describe reporting capabilities including charts, dashboards, and views<\/li><li>Describe Microsoft 365 integrations<\/li><li>Describe the capabilities of Copilot in customer engagement apps<\/li><\/ul><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-6efbe061 e-con-full e-flex e-con e-child\" data-id=\"6efbe061\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-132b38b elementor-widget elementor-widget-heading\" data-id=\"132b38b\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Recommended Prerequisite Knowledge<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-31800199 elementor-widget elementor-widget-text-editor\" data-id=\"31800199\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"mb-1 mt-2 whitespace-pre-line leading-relaxed first:mt-0\" data-sentry-component=\"P\" data-sentry-source-file=\"p.tsx\">A basic understanding of CRM principles, customer relationship management, and Microsoft 365\/Power Platform tools is recommended.<\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-18428330 e-flex e-con-boxed e-con e-parent\" data-id=\"18428330\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4beaf844 elementor-widget elementor-widget-heading\" data-id=\"4beaf844\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Eccentrix Corner Articles: Dynamics 365 Customer Engagement AB-6004 Resources<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b55ba83 elementor-widget elementor-widget-text-editor\" data-id=\"b55ba83\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-04595f7 elementor-grid-2 elementor-posts--thumbnail-left elementor-grid-tablet-1 elementor-posts--align-left elementor-grid-mobile-1 elementor-widget elementor-widget-posts\" data-id=\"04595f7\" data-element_type=\"widget\" data-settings=\"{&quot;classic_columns&quot;:&quot;2&quot;,&quot;classic_row_gap&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:25,&quot;sizes&quot;:[]},&quot;classic_columns_tablet&quot;:&quot;1&quot;,&quot;classic_columns_mobile&quot;:&quot;1&quot;,&quot;classic_row_gap_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;classic_row_gap_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"posts.classic\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-posts-container elementor-posts elementor-posts--skin-classic elementor-grid\">\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-35672 post type-post status-publish format-standard has-post-thumbnail hentry category-eccentrix-corner tag-cloud tag-microsoft-365\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.eccentrix.ca\/en\/eccentrix-corner\/understanding-crm-and-erp-beyond-the-acronyms\/\" tabindex=\"-1\" >\n\t\t\t<div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"72\" src=\"https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2025\/06\/CRM_vs_ERP_Business_Applications-300x72.png\" class=\"attachment-medium size-medium wp-image-35685\" alt=\"Image representing components of CRM and ERP - Eccentrix\" srcset=\"https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2025\/06\/CRM_vs_ERP_Business_Applications-300x72.png 300w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2025\/06\/CRM_vs_ERP_Business_Applications-1024x245.png 1024w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2025\/06\/CRM_vs_ERP_Business_Applications-768x184.png 768w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2025\/06\/CRM_vs_ERP_Business_Applications-1536x368.png 1536w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2025\/06\/CRM_vs_ERP_Business_Applications.png 1922w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/div>\n\t\t<\/a>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h5 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.eccentrix.ca\/en\/eccentrix-corner\/understanding-crm-and-erp-beyond-the-acronyms\/\" >\n\t\t\t\tUnderstanding CRM and ERP: Beyond the Acronyms\t\t\t<\/a>\n\t\t<\/h5>\n\t\t\t\t<\/div>\n\t\t\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-19034 post type-post status-publish format-standard has-post-thumbnail hentry category-eccentrix-corner tag-cloud tag-microsoft-365\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.eccentrix.ca\/en\/eccentrix-corner\/how-microsoft-dynamics-365-and-power-platform-work-together\/\" tabindex=\"-1\" >\n\t\t\t<div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"72\" src=\"https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/10\/How-Microsoft-Dynamics-365-and-Power-Platform-Work-Together-300x72.jpg\" class=\"attachment-medium size-medium wp-image-19032\" alt=\"Image showing how Microsoft Dynamics 365 and Power Platform Work Together - Eccentrix\" srcset=\"https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/10\/How-Microsoft-Dynamics-365-and-Power-Platform-Work-Together-300x72.jpg 300w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/10\/How-Microsoft-Dynamics-365-and-Power-Platform-Work-Together-1024x245.jpg 1024w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/10\/How-Microsoft-Dynamics-365-and-Power-Platform-Work-Together-768x184.jpg 768w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/10\/How-Microsoft-Dynamics-365-and-Power-Platform-Work-Together-1536x368.jpg 1536w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/10\/How-Microsoft-Dynamics-365-and-Power-Platform-Work-Together.jpg 1922w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/div>\n\t\t<\/a>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h5 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.eccentrix.ca\/en\/eccentrix-corner\/how-microsoft-dynamics-365-and-power-platform-work-together\/\" >\n\t\t\t\tHow Microsoft Dynamics 365 and Power Platform Work Together\t\t\t<\/a>\n\t\t<\/h5>\n\t\t\t\t<\/div>\n\t\t\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-2021 post type-post status-publish format-standard has-post-thumbnail hentry category-eccentrix-corner tag-cloud tag-microsoft-365\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.eccentrix.ca\/en\/eccentrix-corner\/core-elements-of-dynamics-365-business-central\/\" tabindex=\"-1\" >\n\t\t\t<div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"72\" src=\"https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/06\/core_elements_of_dynamics_365_business_central-300x72.png\" class=\"attachment-medium size-medium wp-image-1897\" alt=\"An image showing people collaborating, referring to the Dynamics 365 Business Central - Eccentrix\" srcset=\"https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/06\/core_elements_of_dynamics_365_business_central-300x72.png 300w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/06\/core_elements_of_dynamics_365_business_central-1024x245.png 1024w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/06\/core_elements_of_dynamics_365_business_central-768x184.png 768w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/06\/core_elements_of_dynamics_365_business_central-1536x368.png 1536w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/06\/core_elements_of_dynamics_365_business_central.png 1922w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/div>\n\t\t<\/a>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h5 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.eccentrix.ca\/en\/eccentrix-corner\/core-elements-of-dynamics-365-business-central\/\" >\n\t\t\t\tCore Elements of Dynamics 365 Business Central\t\t\t<\/a>\n\t\t<\/h5>\n\t\t\t\t<\/div>\n\t\t\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-2055 post type-post status-publish format-standard has-post-thumbnail hentry category-eccentrix-corner tag-cloud tag-microsoft-365 tag-power-platform\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.eccentrix.ca\/en\/eccentrix-corner\/unlocking-data-power-a-deep-dive-into-microsoft-dataverse\/\" tabindex=\"-1\" >\n\t\t\t<div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"72\" src=\"https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2023\/11\/unlocking_data_power_microsoft_dataverse-300x72.jpg\" class=\"attachment-medium size-medium wp-image-18187\" alt=\"Image showing Power Platform in the context of data and application use - Eccentrix\" srcset=\"https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2023\/11\/unlocking_data_power_microsoft_dataverse-300x72.jpg 300w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2023\/11\/unlocking_data_power_microsoft_dataverse-1024x245.jpg 1024w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2023\/11\/unlocking_data_power_microsoft_dataverse-768x184.jpg 768w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2023\/11\/unlocking_data_power_microsoft_dataverse-1536x368.jpg 1536w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2023\/11\/unlocking_data_power_microsoft_dataverse.jpg 1872w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/div>\n\t\t<\/a>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h5 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.eccentrix.ca\/en\/eccentrix-corner\/unlocking-data-power-a-deep-dive-into-microsoft-dataverse\/\" >\n\t\t\t\tUnlocking Data Power: A Deep Dive into Microsoft Dataverse\t\t\t<\/a>\n\t\t<\/h5>\n\t\t\t\t<\/div>\n\t\t\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-12373 post type-post status-publish format-standard has-post-thumbnail hentry category-eccentrix-corner tag-microsoft-365 tag-power-platform\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.eccentrix.ca\/en\/eccentrix-corner\/power-platform-integration-seamlessly-connecting-data-and-applications\/\" tabindex=\"-1\" >\n\t\t\t<div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"72\" src=\"https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/09\/ppltf-300x72.png\" class=\"attachment-medium size-medium wp-image-12371\" alt=\"An image showing Power Platform in the context of data and applications use - Eccentrix\" srcset=\"https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/09\/ppltf-300x72.png 300w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/09\/ppltf-1024x245.png 1024w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/09\/ppltf-768x184.png 768w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/09\/ppltf-1536x368.png 1536w, https:\/\/www.eccentrix.ca\/wp-content\/uploads\/2024\/09\/ppltf.png 1922w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/div>\n\t\t<\/a>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h5 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.eccentrix.ca\/en\/eccentrix-corner\/power-platform-integration-seamlessly-connecting-data-and-applications\/\" >\n\t\t\t\tPower Platform Integration: Seamlessly Connecting Data and Applications\t\t\t<\/a>\n\t\t<\/h5>\n\t\t\t\t<\/div>\n\t\t\t\t<\/article>\n\t\t\t\t<\/div>\n\t\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-fed83e1 e-flex e-con-boxed e-con e-parent\" data-id=\"fed83e1\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-66ecbe1 elementor-widget elementor-widget-heading\" data-id=\"66ecbe1\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Dynamics 365 Service training \u2013 Automation & AI<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7fb659c elementor-widget elementor-widget-text-editor\" data-id=\"7fb659c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>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.<\/p><p>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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f3cfffd elementor-widget elementor-widget-heading\" data-id=\"f3cfffd\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Why Choose the AB-6004 Training?<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-85e4d81 elementor-widget elementor-widget-text-editor\" data-id=\"85e4d81\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>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.<\/p><div class=\"mb-1 mt-2 whitespace-pre-line leading-relaxed first:mt-0\" data-sentry-component=\"P\" data-sentry-source-file=\"p.tsx\">This course validates your expertise in CRM automation, AI-powered support, and Microsoft integration, strengthening your career prospects in customer relationship management and digital transformation.<\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8f9e97f elementor-widget elementor-widget-heading\" data-id=\"8f9e97f\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Skills Developed During the Training<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5c3fd4a elementor-widget elementor-widget-text-editor\" data-id=\"5c3fd4a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ol><li><p>Mastering the Fundamentals of Dynamics 365 Customer Engagement<br \/>Learn to navigate the CRM, manage customer cases, and leverage Microsoft 365 integration.<\/p><\/li><li><p>Automating Customer Support Processes with Copilot and AI<br \/>Discover how to automate responses, optimize case resolution, and improve customer satisfaction.<\/p><\/li><li><p>Implementing Intelligent Omnichannel Communication<br \/>Master the use of multiple channels for seamless, personalized customer engagement.<\/p><\/li><li><p>Optimizing Field Service with AI<br \/>Plan, manage, and track onsite service to maximize first-time resolution.<\/p><\/li><li><p>Integrating Dynamics 365 with Microsoft 365 and Power Platform<br \/>Develop connected solutions to automate processes and generate advanced reports.<\/p><\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-73cce34 elementor-widget elementor-widget-heading\" data-id=\"73cce34\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Instructor-led Comprehensive Training<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fc49e9a elementor-widget elementor-widget-text-editor\" data-id=\"fc49e9a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e0d236d elementor-widget elementor-widget-heading\" data-id=\"e0d236d\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Who Should Attend This Training?<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-42e666b elementor-widget elementor-widget-text-editor\" data-id=\"42e666b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li>CRM consultants and customer engagement specialists<\/li><li>Support and customer experience professionals using Dynamics 365<\/li><li>Digital transformation leaders seeking to automate and optimize customer relationship management<\/li><li>Organizations looking to modernize customer support with Microsoft 365\/Power Platform integration<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5a3f5bf elementor-widget elementor-widget-heading\" data-id=\"5a3f5bf\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Modernize Your Customer Engagement with Dynamics 365<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-77f4fad elementor-widget elementor-widget-text-editor\" data-id=\"77f4fad\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The Microsoft Dynamics 365 Customer Engagement \u2013 Automation &amp; 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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1e488c6 e-flex e-con-boxed e-con e-parent\" data-id=\"1e488c6\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6a442ba elementor-widget elementor-widget-heading\" data-id=\"6a442ba\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Frequently Asked Questions \u2013 Microsoft AB-6004 Training (FAQ)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1cd29ac e-flex e-con-boxed e-con e-parent\" data-id=\"1cd29ac\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6f46df9 elementor-widget elementor-widget-accordion\" data-id=\"6f46df9\" data-element_type=\"widget\" data-widget_type=\"accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-accordion\">\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-1161\" class=\"elementor-tab-title\" data-tab=\"1\" role=\"button\" aria-controls=\"elementor-tab-content-1161\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">What topics are covered in this training?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1161\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"region\" aria-labelledby=\"elementor-tab-title-1161\"><p>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.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-1162\" class=\"elementor-tab-title\" data-tab=\"2\" role=\"button\" aria-controls=\"elementor-tab-content-1162\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Who is this training for?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1162\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"region\" aria-labelledby=\"elementor-tab-title-1162\"><p>CRM consultants, support professionals, customer experience managers, and any organization looking to modernize customer engagement.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-1163\" class=\"elementor-tab-title\" data-tab=\"3\" role=\"button\" aria-controls=\"elementor-tab-content-1163\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Are there any prerequisites for this training?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1163\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"3\" role=\"region\" aria-labelledby=\"elementor-tab-title-1163\"><p>A basic understanding of CRM and Microsoft 365 tools is recommended.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-1164\" class=\"elementor-tab-title\" data-tab=\"4\" role=\"button\" aria-controls=\"elementor-tab-content-1164\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">What tools and technologies are covered?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1164\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"4\" role=\"region\" aria-labelledby=\"elementor-tab-title-1164\"><p>Dynamics 365 Customer Engagement, Copilot, AI, Microsoft 365, Power Platform, omnichannel, field service.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-1165\" class=\"elementor-tab-title\" data-tab=\"5\" role=\"button\" aria-controls=\"elementor-tab-content-1165\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" 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