Microsoft Dynamics 365 Customer Service offers any organization an opportunity for customer success.  Utilizing tools such as automatic case creation and queue management frees up your time to dedicate it where professionals can have a greater impact, directly with your customers.

Join our team of globally recognized experts as they take professionals step by step from creating cases to interacting with customers to resolving those cases.  Once you’ve resolved those cases professionals can learn from data analysis the key details to help professionals resolve similar cases faster or avoid new issues altogether.


Radiant Teachlearning offers Microsoft Dynamics 365 Customer Service Training Program in Classroom and Virtual instructor Led/Online mode.


Duration: 1 day


Learning Objectives

After accomplishing this training program, professionals will be able to:

  • Install and configure the customer service app
  • Identify common customer service scenarios
  • Complete a case resolution process
  • Analyze customer service data
  • Automate case management record processing
  • Create and use knowledge articles
  • Utilize and create service level agreements and entitlements


This training program is designed for professionals who are aspiring to the Microsoft 365 Enterprise Admin role and have completed one of the Microsoft 365 work load administrator certification paths.


Audience Profile

Responsibly for engaging subject matter experts, performing discovery, capturing requirements and stakeholders, translating requirements, and configuring the solution and applications is taken by a Dynamics 365 Customer Engagement Functional Consultant. The Functional Consultant executes a solution utilizing divergent thinking capabilities, codeless extensibility, application and service integrations.

Course Content

Module 1: Customer Service Overview

In this module professionals will learn the basics of customer service in Dynamics 365. We will configure and install the app as well as learn about security roles, related apps and analytics.


  • Lesson 1: Create case records
  • Lesson 2: Related service apps
  • Lesson 3: Analytics for service
  • Lesson 4: AI for service
  • Lesson 5: Configuring customer service
  • Lesson 6: Module summary

After accomplishing this module, students will be able to:

  • Install and configure the customer service application.
  • Identify common customer service scenarios.


Module 2: Case Management

In this module professionals will learn way to open and resolve customer service cases, both manually and with automation.


  • Lesson 1: Case management overview
  • Lesson 2: Creating case records
  • Lesson 3: Queue management
  • Lesson 4: Case routing
  • Lesson 5: Resolving cases
  • Lesson 6: Module summary

After accomplishing this module, professionals will be able to:

  • Open and resolve customer service cases.
  • Automate case creation and routing.


Module 3: Service Level Agreements and Entitlements

In this module professionals will get to know way to define and utilize entitlements and entitlement templates as well as service level agreements and how these tools enable case resolution.


  • Lesson 1: SLA and entitlement overview
  • Lesson 2: Create and manage entitlements
  • Lesson 3: Create and manage SLAs
  • Lesson 4: Module summary

After accomplishing this module, professionals will be able to:

  • Create and use service level agreements.
  • Create and use entitlements.


Module 4: Knowledge Management

In this module professionals will learn way to create and use knowledge management. Additionally, professionals will learn the lifecycle of knowledge articles.


  • Lesson 1: Knowledge management overview
  • Lesson 2: Authoring and organizing
  • Lesson 3: Use knowledge content
  • Lesson 4: Manage knowledge content
  • Lesson 5: Module summary

After accomplishing this module, professionals will be able to:

  • Create and manage knowledge content.


Q: How do I install a customer service hub?


A: To access the Customer Service Hub app on a mobile device:

  • Install the Dynamics 365 Customer Service mobile app. 
  • From the My Apps page, select Customer Service Hub


Q: What is customer service hub Dynamics 365?


A: The Customer Service Hub is a focused, interactive interface, designed to simplify user day-to-day case and knowledge management activities. It generally shows user all their vital information in one place as well as lets user to focus on the key activities which require their attention.


Q: Is MS Dynamics included in Office 365?


A: Dynamics 365 is part of the Microsoft 365 (which is previously Office 365) collaboration as well as productivity tools which provides a single sign-on experience to access any application using the same system user identities and credentials in an Active Directory network.


Q: Why Radiant Techlearning?


A: Incorporated in 2016, Radiant Techlearning is mainly a technology training company which is dedicated to Technology & Technical skill development of the workforce of our trusted clients from all across the globe. We believe in building skills for individuals, teams as well as organizations, so that they remain ahead in the cutting edge world of competitiveness driven by technology and ability to transform.

We are a team of professional technology training experts & consultants with an insight of a spectacular didactic approach towards training and development. With advance practical exercises, advance lab modules and courses coached by IT experts, we mainly help businesses & Individual professionals empower in getting scaled up and expertise in their domain. 

Our training delivery methodology will enable you to attain knowledge and proficiency in a particular domain rather than finding scattered information on different platforms. Our trainers have patience and ability to explain difficult concepts in simple way with depth and width of knowledge. Each of our training program is fully updated to meet industry needs.

One can enroll for our classroom or live virtual instructor led training programs.

All the essential ingredients required for a successful training program, such as certified instructors & Consultants, latest Content, hands-on experience on the technology, technical experts and pre & post assessments to test the performance are incorporated in our learning programs. 

Since the emphasis is on the hands-on experience, we choose Industry relevant high value projects related to each course. During your course you will get personalized attention from your respective experts. Our experts will also share best practices & will give you guidance to score high & perform better in your certification exams. 

To ensure your success, we provide support session even after the training program. 

You would also be awarded with a course completion certificate recognized by the industry after completion of the course & the assignment.


Q: Where is Radiant Techlearning Located?


A: Radiant Techlearning is headquartered in Electronic city & technology hub of Northern India, Noida, which is surrounded by several large multinational, medium & small Software companies. 

We have our offices located all across the country and partners across the globe.  


Q: Will I get course completion certificate?


A: The course completion certification would be awarded to all the professionals, who have completed the training program and the project assignment given by your instructor. 

You can use the certificate in your future job interviews will surely help you to land in your dream job.


Q: What is the infrastructure required to attend your training program?


A: To attend the training session you should have an operational Desktops or Laptops with required specification along with good internet connection to access the labs. 


Q: What if I miss a class on a particular day?


A: We would always recommend you to attend the live session to practice & clarify the doubts instantly and get more value from your investment. However, if due to some contingency if you have to skip the class Radiant Techlearning would help you with the recorded session of that particular day.  However, those recorded sessions are not meant only for personal consumption and not for distribution or any commercial use.


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