“The Microsoft Fabric implementation program gave our data engineering team a structured path from legacy pipelines to a modern lakehouse architecture.”
Microsoft Official Curriculum
Role-Based Certification PrepTrack: AB-6004Official Source: Microsoft Learn
MicrosoftBeginner
Introduction to service in Dynamics 365
This course will teach you how to enhance and automate business processes using Dynamics 365 customer engagement apps, while incorporating native interconnectivity with Microsoft 365. You will also learn to support customers efficiently through AI-driven Dynamics 365 Customer Service, improve customer experience with AI-first omnichannel communication in Dynamics 365 Contact Center, and boost first-time resolution rates for on-site workers using AI-driven Dynamics 365 Field Service.
Duration
1 day
Level
Beginner
Format
Virtual, On-site, or Hybrid
Language
English
Executive brief for stakeholdersDownload Program Brief (PDF)
Microsoft
Microsoft Dynamics 365 & Power Platform SolutionsIT
Introduction to service in Dynamics 365
Dynamics Customer Service
Microsoft Dynamics 365 & Power Platform Solutions
On this page
Ideal for
Business LeaderMicrosoft Dynamics 365 & Power Platform SolutionsCertification ReadinessTailored Team Delivery
Audience Profile
Built for these roles
This course is tailored for professionals who aim to enhance and automate business processes using Dynamics 365 customer engagement apps, while leveraging native interconnectivity with Microsoft 365. It is ideal for those looking to support customers efficiently through AI-driven Dynamics 365 Customer Service, improve customer experience with AI-first omnichannel communication in Dynamics 365 Contact Center, and boost first-time resolution rates for on-site workers using AI-driven Dynamics 365 Field Service.
Overview
Executive overview
Official Microsoft Learn-aligned instructor-led program for Introduction to service in Dynamics 365.
Readiness
Prerequisites
- Relevant foundational experience in the target technology area.
- Comfort with hands-on labs in a cloud or GPU-accelerated environment.
Program Outcomes
Capabilities your teams will gain
Strengthen capability in microsoft dynamics 365 & power platform solutions scenarios
Strengthen capability in dynamics customer service scenarios
Strengthen capability in role-based scenarios
Curriculum
Curriculum roadmap
1
Microsoft Dynamics 365 & Power Platform Solutions
2
Dynamics Customer Service
3
Role-Based
1Module 1
Introduction to service in Dynamics 365
+
Module 1
Introduction to service in Dynamics 365
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.
- Describe the foundations of Dynamics 365 customer engagement apps
- Explore self-service capabilities in Dynamics 365
- Explore case management in Dynamics 365 Contact Center
- Describe workforce management in Dynamics 365 Contact Center
- Utilize onsite service capabilities in Dynamics 365 Field Service
- Describe shared capabilities in Dynamics 365 customer engagement apps
Delivery Models
Delivery models
Virtual ILTOnsiteHybridExecutive WorkshopBootcampWeekend
Engagement Fit
Engagement fit
Certification readinessImplementation-focused labsPrivate cohort deliveryBeginner practitioner depth
Enterprise Customization
Enterprise customization
Tailor this program to your organization's priorities: Builds current Microsoft credential readiness for Introduction to service in Dynamics 365 using the official Microsoft Learn outline.
- •Align labs to your production environment and platform priorities
- •Add readiness reviews and instructor-led practice sessions
- •Extend into project-specific architecture or delivery coaching
Credentials
Certification & official source
- •AB-6004
Aligned to the official Microsoft Learn course and learning path for this program.
View Official Microsoft Learn PageResources
Program resources
Yes. Most enterprise clients prefer private delivery scoped to role mix, timezone, and rollout timeline. We align lab environments and scenarios to your tenant context where applicable.
Enterprise Proof
Trusted delivery outcomes
“We needed a partner who understood both the technical depth of Azure OpenAI and the governance requirements of an enterprise.”
Delivery Capability
Enterprise-grade instruction
MCT-led delivery
Programs led by Microsoft Certified Trainer practitioners
Enterprise program oversight
Founder-led specialist delivery with structured rollout planning
Global delivery
APAC · EMEA · Americas · Virtual & Onsite
Implementation-focused
Hands-on labs aligned to production scenarios