After this day you know the Dynamics 365 service applications and what Customer Service, Contact Center and Field Service are each for. You can explain how cases are created and routed, how customers help themselves through self-service, how staffing and shifts are planned, and how technicians are supported on site. You can also judge realistically what Copilot and agents add. The course suits service managers, key users and consulting newcomers who need a compact overview.
What you’ll take away.
- Explain the basics of Dynamics 365 customer engagement apps and how they connect to Microsoft 365
- Place self-service with knowledge articles and agents in context
- Follow case handling, routing and omnichannel communication in Dynamics 365 Contact Center
- Describe workforce management and Field Service for scheduling and on-site work
Your training in detail
- Who is it for?
- Service managers, key users, newcomers to functional consulting and business teams evaluating or rolling out Dynamics 365 for customer service or field service.
- Prerequisites
- No prior Dynamics 365 knowledge is needed. Experience with customer service processes helps you relate to the examples.
- Format & planning
- Standard length: 1 training day. A different length can be arranged for companies.
Agenda: from understanding to application
Our independently developed agenda proposal. Focus areas, lab environment and scope are agreed before booking.
Customer engagement apps: structure, Microsoft 365 integration and shared tools
Self-service: knowledge articles and agents for customer requests
Case management in Dynamics 365 Contact Center: automation, routing, omnichannel and the Agent hub
Workforce management: forecasting, scheduling and AI-assisted tools
Dynamics 365 Field Service: work orders, scheduling and more first-time fixes
Shared capabilities: customisation, analytics and Copilot in the service apps
You follow a fictional customer fault from the chat through the case in Contact Center to a technician visit in Field Service, and mark where self-service, routing and Copilot shorten the process.
Exams, licences & credentials
There is no exam and no certification for this introductory course. The content follows Microsoft course AB-6004; it is not an official Microsoft course unless the offer states otherwise.
Vendor references & review date
Sources checked on 2026-11-10. These sources describe the technology or external exam requirements. They do not imply a partnership with NextNowa.
Your learning content
These objectives describe the training topic. The specific syllabus, dates and trainer are agreed before booking; the written offer is binding.
Frequently asked questions
Will I learn to configure a contact centre?
No, the course gives an overview. Configuring channels, routing and agents is covered in the deeper, exam-related courses.
Is there an exam?
No. AB-6004 is an introductory course without a certification exam.
Does AB-6004 Introduction to service in Dynamics 365: an overview of Customer Service, Contact Center and Field Service include a certificate?
There is no exam and no certification for this introductory course. The content follows Microsoft course AB-6004; it is not an official Microsoft course unless the offer states otherwise.