“The Microsoft Fabric implementation program gave our data engineering team a structured path from legacy pipelines to a modern lakehouse architecture.”
Microsoft Official Curriculum
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.
Role-Based Certification PrepTrack: AB-6004Official Source: Microsoft LearnMicrosoftBeginner
Download Program Brief (PDF)Program Snapshot
Engagement scoped to cohort
Duration1 day
FormatVirtual, On-site, or Hybrid
LevelBeginner
Course CodeAB-6004
Certification TrackAB-6004
SubjectMicrosoft Dynamics 365 & Power Platform Solutions
- MCT-led delivery
- Private cohort / virtual ILT
- Typical response: 1 business day
Scoping call typically scheduled within one business day
VNode ITeS delivers Introduction to service in Dynamics 365 as an MCT-led Microsoft program for Business Leader, Business Owner, Business User, Functional Consultant, Student. Typical duration is 1 day (Virtual, On-site, or Hybrid). Labs follow production-shaped scenarios rather than slide-only walkthroughs. Certification prep maps to AB-6004 without turning the week into a dump of Learn modules. Private cohorts can shift emphasis by role mix, workspace or repo constraints, and rollout timing.
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.
- Business Leader
- Microsoft Dynamics 365 & Power Platform Solutions
- Certification Readiness
- Tailored Team Delivery
Overview
Executive overview
Official Microsoft Learn-aligned instructor-led program for Introduction to service in Dynamics 365.
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 business leader scenarios
- Strengthen capability in business owner scenarios
- Strengthen capability in business user scenarios
- Strengthen capability in functional consultant scenarios
Enterprise Delivery
Official learning & delivery options
Review the vendor learning resource, then book a consultation or request a private cohort for your team.
Curriculum
Curriculum roadmap
- Business Leader
- Business Owner
- Business User
- Functional Consultant
- Student
- Dynamics Customer Service
1Module 1
Introduction to service in Dynamics 365
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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 readiness
- Implementation-focused labs
- Private cohort delivery
- Beginner 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
