Foundations of Dynamics 365 Customer Service

Delivering exceptional customer support requires organized systems and clear workflows to track, resolve, and analyze customer issues. This text-based course introduces you to the essential service management tools within Dynamics 365 to help you manage customer interactions efficiently. You will transition from understanding basic support concepts to confidently configuring cases, managing service level agreements, and utilizing modern digital messaging and automation tools to resolve issues faster. What you'll learn: - Understand the core terminology and architecture of Dynamics 365 Customer Service - Create, manage, and resolve customer support cases through their entire lifecycle - Configure Service Level Agreements (SLAs) and entitlements to meet customer commitments - Build and organize a searchable knowledge base to empower support agents - Explore modern omnichannel routing concepts to direct support requests to the right agents - Apply basic automation and AI-assisted tools to streamline repetitive service tasks. The course begins with foundational concepts of service management before guiding you through written scenarios covering case resolution, SLA setups, and modern digital routing strategies. Designed for beginners, support coordinators, and aspiring system administrators, this course requires no prior experience. Start reading today to build a solid foundation in modern customer service management.