Course Overview of AB 6004-A:

  • Enhance and automate service processes using Dynamics 365 Customer Service and Field Service.
  • Implement AI-driven tools for case management, omni‑channel support, and workforce coordination.
  • Support customers via omnichannel communication in Contact Center using AI-first features.
  • Boost first-time resolution rates and mobile efficiency for field technicians with Field Service.
  • Integrate seamlessly with Microsoft 365 to streamline collaboration and service workflows.

After completing AB 6004-A course, participants will be able to:

  • Describe how Dynamics 365 Customer and Field Service apps support efficient customer engagement and support.
  • Use AI driven case management and ticketing workflows to enhance service.
  • Deploy omnichannel communication capabilities within Dynamics 365 Contact Center.
  • Improve field operations, optimize schedules, and increase first-time fix rates.
  • Connect service apps with Microsoft 365 tools to enable efficient collaboration.

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Key Features of AB 6004-A:

  • Official Microsoft Learn content and aligned learning path.

  • Conceptual walkthroughs and platform demos.

  • Hands-on labs (where available) focused on case resolution, field scheduling, and omnichannel scenarios.

  • Practical exercises bridging AI service applications with real-world business operations.

Who should Attend AB 6004-A:

  • Business leaders, owners, and users looking to better support customers.
  • Functional consultants and students aiming to understand service applications in Dynamics 365.
  • Professionals working with AI enhanced customer engagement and field service platforms.

Prerequisites of AB 6004-A:

  • Beginner-level; no prior ERP or CRM experience required.
  • Familiarity with general business and service concepts is helpful.

    Learning Objectives of AB 6004-A:

    • Understand service automation and AI-enhanced service capabilities in Dynamics 365.
    • Design and optimize omnichannel support workflows.
    • Manage and streamline field operations through intelligent scheduling and mobile apps.
    • Leverage Microsoft 365 integration for better communication and collaboration.

    Course Outline: Download Course Outline

    Certification Details of AB 6004-A:

      Aligned with foundational Dynamics 365 Customer Service and Field Service skills. This course supports career progression through Microsoft’s business applications certification paths.

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    Course ID: 26868

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    FAQs:

    One full day (instructor-led or self-paced via Microsoft Learn).

    Business professionals, consultants, and users interested in streamlining service processes and improving customer outcomes.

    Yes,where available—covering case resolution, omnichannel setup, and field service operations.

    No; it's designed for beginners in service technology. Familiarity with business-service processes is helpful.

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