Get started with Dynamics 365 Customer Service

  • Module
  • 5 Units
Beginner
Business User
Functional Consultant
Dynamics 365
Customer Service

Put connected data and AI to work in customer service. Explore how Dynamics 365 Customer Service brings cases, knowledge, Copilot, and AI agents together so teams can resolve issues faster, reduce routine work, and maintain context across channels.

Learning objectives

This module explains how to:

  • Describe common customer service scenarios and trends.
  • Identify the core records in Dynamics 365 Customer Service.
  • Explain how Copilot and AI agents support customer service work.
  • Describe the modern customer journey.

Prerequisites

None

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