Introduction to service in Dynamics 365

  • Learning Path
  • 6 Modules

At a glance

Explore how Dynamics 365 service apps support AI-powered business through autonomous agents, intelligent scheduling, Copilot-driven service experiences, and embedded analytics to streamline customer interactions and optimize operational efficiency.

Prerequisites

None

Modules in this learning path

Describe the foundations of Dynamics 365 customer engagement apps

Explore Dynamics 365 customer engagement apps to understand their features, integration capabilities, and tools for better customer interaction.

Explore self-service capabilities in Dynamics 365

Learn how to use self-service tools in Dynamics 365 to create seamless, efficient customer support experiences through knowledge articles and virtual agents.

Explore case management in Dynamics 365 Contact Center

Dive into Dynamics 365 Contact Center to learn about case management, automation, routing options, analytics tools, omnichannel engagement, and Agent Hub.

Describe workforce management in Dynamics 365 Contact Center

Discover the key capabilities of Workforce Management, including forecasting, scheduling, and AI-powered tools in Dynamics 365 Contact Center.

Utilize onsite service capabilities in Dynamics 365 Field Service

Use Dynamics 365 Field Service to manage field service operations, optimize workflows, and increase customer satisfaction.

Describe shared capabilities in Dynamics 365 customer engagement apps

Examine integration, AI-driven tools, and customization features for tailoring Dynamics 365 customer engagement apps to business requirements.

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