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The Introduction to Service in Dynamics 365 (AB-6004) course provides a foundational understanding of how Microsoft Dynamics 365 supports customer service and service management operations. It introduces learners to service-related concepts, tools, and workflows used to deliver efficient, consistent, and customer-centric support. This course focuses on how organizations use Dynamics 365 to manage customer interactions, service cases, and service delivery across multiple channels.
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Overview
This course offers a comprehensive introduction to the service capabilities within Dynamics 365, helping participants understand how customer service teams operate within the platform. You’ll explore key service concepts such as case management, queues, service-level agreements (SLAs), and omnichannel engagement. The course explains how Dynamics 365 enables organizations to track customer issues, improve response times, and deliver consistent service experiences. By focusing on practical service processes rather than technical setup, the course ensures learners can confidently navigate service workflows and understand how service teams use Dynamics 365 to support customers effectively.
Instructor-led training
Personal Learning Path
Email, chat and phone support
Who is this course for?
This course is intended for customer service professionals, business users, functional consultants, analysts, and managers who work with service operations in Dynamics 365. It is also ideal for professionals new to Dynamics 365 who need a clear understanding of how the platform supports customer service, case handling, and service delivery across teams and channels.
Curriculum
Preparation
Meet some of the Readynez Instructors you can meet on your course. They are experts, passionate about what they do, and dedicated to give back to their industry, their field, and those who want to learn, explore, and advance in their careers.
Julian Sharp delivers high-quality, LIVE instructor-led training in Microsoft Dynamics 365 and Power Platform for professionals seeking real-world skills and certification readiness. With decades of industry experience and deep technical expertise, he helps learners master complex solutions efficiently.
Andrew Driver is a highly experienced Microsoft trainer delivering LIVE instructor-led training in cybersecurity, cloud, AI and Microsoft Copilot. With decades of hands-on experience working with and alongside Microsoft, he helps professionals strengthen security, prepare for certifications, and adopt modern cloud and AI tools with confidence and clear, practical guidance.
FAQ
Introduction to Service in Dynamics 365 (AB-6004) is a foundational course that explains how Dynamics 365 supports customer service and service management operations. The course focuses on service workflows, case handling, and customer engagement rather than certification or technical system setup.
Preparation involves understanding basic customer service concepts such as case handling, customer interactions, and service processes. No technical or platform-specific preparation is required.
There are no strict prerequisites. A general understanding of customer service or support environments is helpful but not mandatory.
The Introduction to Service in Dynamics 365 (AB-6004) course costs €790, which includes instructor-led training and all learning materials.
Topics include case management, queues, service-level agreements (SLAs), customer interactions, service workflows, and how Dynamics 365 supports consistent service delivery across channels.
Yes. The course is valuable for professionals working in customer service, CRM, or business operations roles, helping them understand how enterprise service platforms improve customer experience and operational efficiency.
The course is delivered as a 1-day focused training, providing a comprehensive overview of Dynamics 365 service capabilities in a short time.
Yes. The course is available online through instructor-led sessions, ensuring interactive learning and real-world service examples.
The course is designed for beginners and business users. Concepts are presented clearly and practically, making it easy to follow even without prior Dynamics 365 experience.
There is no exam and no passing score for this course. It is intended to build understanding rather than certify proficiency.
You can maintain your knowledge by working with service processes in Dynamics 365, following Microsoft updates, and applying service management best practices in your organization.
Compensation depends on role and experience. Professionals in customer service operations, CRM, and functional consulting roles typically earn between €45,000 and €85,000 annually, depending on industry and region.
Reviews
Easy to attend over Teams and an excellent instructor gave me great value for the time I invested.
Readynez is the best training provider I've used for many years. Their customer service is first class, prices are very competitive and instruction excellent.
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