Microsoft Dynamics 365 Customer Service Corporate Training
Configure Dynamics 365 Customer Service to route cases, resolve faster, and keep every customer interaction consistent.
This instructor-led program teaches your team to set up and run Microsoft Dynamics 365 Customer Service in real service operations. Teams practice case lifecycle management, queue and routing rules, SLA configuration, knowledge article authoring, and omnichannel engagement across voice and digital channels. Guided labs build toward Copilot-assisted resolution, automation workflows, and service dashboards, so agents resolve consistently and leaders see exactly how service performance is tracking.
Instructor-led group trainingVirtual / on-site / off-site10 languagesDelivered inEnglish, Spanish, Mandarin, German, Arabic, Portuguese, Hindi, French, Japanese, Italian100+ countriesWe have delivered inUnited States, United Kingdom, India, Canada, Germany, France, Netherlands, UAE, Saudi Arabia, Singapore, Australia, Japan, Brazil, South Africa and 90+ more countries
How we build a high-performing service team
The Edstellar CUSTOMER SERVICE Capability Model
Diagnose service gaps
Map your current case queues, SLA misses, and handoff points so labs target real bottlenecks.
Standardize case handling
Define consistent case stages, routing rules, and escalation paths across teams and channels.
Practice in live labs
Configure queues, knowledge articles, and omnichannel streams in guided hands-on lab sessions.
Measure resolution quality
Track SLA compliance, first-contact resolution, and agent productivity on service dashboards.
Scale across teams
Roll out proven configurations, templates, and playbooks to every service group in the enterprise.
Need more than one program?Get a group quote
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Program Overview: What is Microsoft Dynamics 365 Customer Service?
Microsoft Dynamics 365 Customer Service is Edstellar's instructor-led program for service managers and administrators building modern support operations. It covers service foundations, case lifecycle and queues, knowledge management, omnichannel engagement, Copilot assistance, and service insights. Participants learn to design a service operation where agents resolve cases faster and customers wait less.
Training is built around a working service desk that participants configure module by module. Each session pairs guided setup with hands-on labs in case routing, queue design, knowledge articles, and omnichannel channels. Instructors review the configuration, stress-testing routing logic and escalation paths the way real ticket surges would. The program closes with a capstone where participants build an end-to-end service desk.
Support teams drown in misrouted cases, agents hunting for answers, and customers repeating themselves across channels. This program teaches a disciplined service design: smart routing, a knowledge base agents actually use, and Copilot summarizing the busywork. The result is lower handle times and customers who feel heard the first time.
It ends with the End-to-End Service Desk Build capstone: a fully configured service operation with queues, routing rules, knowledge management, omnichannel channels, and Copilot assistance, demonstrated through a live case from first contact to resolution.
Teams practice on realistic service scenarios: triaging cases, setting up skills-based routing, authoring searchable knowledge articles, and running chat and voice workstreams. Automation flows and Copilot-assisted summaries cut manual effort, while service dashboards make resolution quality visible.
What's Included in this Workshop for Your Enterprise Teams
- 1
Case and queue configuration
Build case lifecycles, queues, and routing rules in guided labs.
- 2
Knowledge authoring
Create and publish articles agents can find mid-conversation.
- 3
Omnichannel setup
Configure chat, voice, and messaging workstreams.
- 4
Automation and Copilot
Automate triage and use Copilot for faster resolutions.
- 5
Service analytics
Build dashboards that track SLAs and resolution quality.
- Instructor-led sessions, live virtual or onsite
- 24 hours of guided hands-on labs and demos
- Lab guides, workbooks, and configuration checklists
- Capstone service desk build with instructor review
- Post-training support for your rollout questions
- Completion summary for every participant
Build your team's skills. Anywhere in the world.
Real-world use cases
from day one
Instructor-led training
for your teams
Delivered globally
in 100+ countries
Enterprise Training Solutions Customized for Your Company
One partner for instructor-led corporate training, delivered the way your teams work.
Request a Training Quote- Customized Training Delivery
- Scale Your Training: Small to Large Teams
- In-person Onsite, Live Virtual or Hybrid Training Modes
- Plan from 2000+ Industry-ready Training Programs
- Hands-On Labs on Live Infrastructure, Led by Industry Experts
Microsoft Dynamics 365 Customer Service Course Topics and Program Outline
Six instructor-led modules take teams from workspace foundations to a full capstone service desk build: cases, queues, knowledge, omnichannel, automation, and analytics.
Built by Edstellar with Dynamics 365 service practitioners
Built by practitioners who configure Dynamics 365 Customer Service in production, shaped around your stack and use cases.
We review your current case queues, SLA data, and agent workflows to tailor every lab to your service reality.
Instructors walk through the Customer Service workspace, case entities, and routing concepts with live demonstrations.
Teams configure queues, knowledge articles, and omnichannel streams in guided hands-on labs with instructor support.
A capstone build applies every skill: a working service desk configuration your team reviews and hardens together.
Build a working service desk configuration in 24 guided hours.
Delivered as
Delivered live by an instructor, virtual or onsite, with labs running in a real Dynamics 365 environment throughout.
Explore the workspace and configure a personal agent view.
learna)Navigating the Customer Service workspace and unified interface
b)Understanding the case entity, activities, and related records
c)Setting up users, security roles, and business units
d)Customizing views, forms, and the agent productivity pane
Build queues and routing rules that honor SLA timers.
learna)Case creation, stages, and resolution workflows
b)Building queues and configuring assignment rules
c)Routing rules for skills-based and capacity-based distribution
d)SLA configuration, timers, and escalation actions
Publish a searchable knowledge base agents can use live.
practicea)Authoring, versioning, and publishing knowledge articles
b)Article templates and approval workflows
c)Configuring search, filters, and relevance for agents
d)Using the productivity pane and smart assist suggestions
Launch a chat workstream with routed, surveyed conversations.
practicea)Configuring chat, voice, and messaging workstreams
b)Setting up agent presence, capacity, and skills
c)Conversation routing, transfers, and consults
d)Post-conversation surveys and channel analytics
Automate case triage and draft a service dashboard.
applya)Power Automate flows for case creation and updates
b)Copilot summaries, draft replies, and knowledge suggestions
c)Building service dashboards and KPI reports
d)Reading SLA analytics and agent performance data
Build, test, and demo a complete working service desk.
applya)Reading the capstone scenario and service requirements
b)Configuring the full case, queue, and routing model
c)Wiring knowledge, omnichannel, and automation
d)Testing, demoing, and hardening the final build
Customize this program tailored to your team?
Tell us your training needs: what your team already works with, the level they’re at, and the topics you want them to focus on. We’ll adjust the modules, duration and hands-on labs, and send you a customized outline for your group.
Key Skills and Outcomes Your Team Will Gain
Practical, immediately usable skills: your team leaves able to configure, operate, and measure a Dynamics 365 Customer Service desk end to end.
Configuring case lifecycles
Create cases, define stages, and move requests cleanly from intake to resolution.
Building queues and routing rules
Route cases by skill and capacity so the right agent gets every request.
Authoring knowledge content
Publish articles and templates agents can find and trust mid-conversation.
Running omnichannel workstreams
Handle chat, voice, and messaging from one routed, context-rich desk.
Automating routine service work
Use Power Automate flows to cut manual triage and follow-up effort.
Using Copilot for resolutions
Draft summaries and replies faster with Copilot-assisted suggestions.
Reading service dashboards
Track SLAs, resolution rates, and agent performance with clear KPIs.
Teams that Benefit from this Microsoft Dynamics 365 Customer Service Group Training
Built for customer-facing and operations teams that own service outcomes. The program adapts to each role and experience level, so every cohort practices the workflows it actually owns, from agent basics to administrator configuration.
Resolve cases faster with consistent, configured workflows
Service teams practice the exact configurations they own: case lifecycles, queues, routing rules, and SLAs, so every request is handled the same reliable way.
Workflow friction
- Inconsistent case handling across agents
- Manual triage slowing down resolution
- Knowledge scattered across inboxes and drives
How the program helps
- Shorter handle times on configured case queues
- Consistent answers from a shared knowledge base
- Fewer SLA misses through automated timers
Practice use cases
- case queues
- SLA timers
- knowledge articles
- agent scripts
Keep service quality high without adding headcount
Operations teams learn to configure routing, automation, and dashboards that scale service capacity and make performance visible to leadership.
Workflow friction
- Uneven workloads across service teams
- Limited visibility into service performance
- Ad-hoc processes that do not scale
How the program helps
- Higher throughput per agent through automation
- Clear KPIs for staffing and capacity planning
- Standardized processes across service groups
Practice use cases
- routing rules
- capacity planning
- service KPIs
- automation flows
Turn support interactions into retention signals
Customer success teams practice omnichannel engagement and Copilot-assisted follow-up, so every interaction strengthens the relationship and surfaces account risk early.
Workflow friction
- Fragmented conversations across channels
- Slow follow-up on open customer issues
- No single view of account service history
How the program helps
- Faster, more consistent customer responses
- Better visibility into recurring account issues
- Proactive outreach driven by case insights
Practice use cases
- omnichannel
- case history
- proactive outreach
- account health
Equip teams with service knowledge that sells
Enablement teams learn to curate knowledge content and service playbooks that help sellers answer product questions confidently during the sales cycle.
Workflow friction
- Outdated or conflicting product answers
- Slow ramp time for new team members
- Service knowledge locked with support teams
How the program helps
- Reliable answers for common product questions
- Faster onboarding for new sales hires
- One trusted source of service knowledge
Practice use cases
- knowledge curation
- sales playbooks
- product FAQs
- onboarding
Content adapts to role and experience, so each cohort practices the workflows it owns.
Prerequisites: This program benefits service agents, team leads, supervisors, and administrators involved in customer care or CRM configuration. Familiarity with basic CRM concepts helps but is not required; no prior Dynamics 365 experience is needed. The curriculum adapts to each cohort's tools, channels, and service processes.
Agent to Service Administrator
The curriculum moves from workspace foundations to advanced configuration and a capstone service desk build, so each cohort practices the workflows it owns.
One program that grows with service careers, from navigating the workspace to running a fully configured service desk with confidence.
Different Teams, Locations, Time Zones, or Languages? We've Got You Covered.
Whether your teams are spread across countries, time zones, languages, or experience levels, we deliver tailored training programs that ensure a consistent learning experience across your global workforce.
Certificate of Training Completion.
On successful completion, employees receive an Edstellar course completion certificate, recognizing their commitment to ongoing learning and professional development. It validates the skills they have built and motivates them to keep growing and contribute to organizational success.
Earned, not attended. Awarded on completion of all hands-on labs and the capstone project.
Training Delivery Modes: Onsite, Virtual and Hybrid
Choose the delivery format that fits your team: every mode is instructor-led with hands-on labs in a real Dynamics 365 environment.
Onsite Training
Bring the instructor to your office for focused, in-person sessions. Teams configure cases, queues, and channels side by side with expert guidance.
- Instructor-led sessions at your location
- Team-based labs on your own service scenarios
- Direct coaching during every exercise
- Ideal for launching a new service desk rollout
Live Virtual Training
Join live virtual sessions from anywhere. The instructor demos, guides labs, and reviews configurations in real time over Zoom or Teams.
- Live instructor-led training online
- Guided hands-on labs in cloud environments
- Real-time help during every exercise
- Recordings and lab guides for review
Hybrid Training
Blend onsite collaboration with live virtual sessions. Teams work through guided labs together while remote participants join the same instructor-led exercises.
- Mix onsite and virtual attendance per cohort
- Same instructor-led labs for all participants
- Shared lab environment across locations
- Flexible scheduling across time zones
Need a customized training format that works for your team?
Our training delivery is customized to your team's schedule, full days, half days, sessions spread across weeks, or modular formats. Share your preferred timeline, and we'll plan the training around it.
Frequently Asked Questions
Share your team size and goals and we send a tailored quote with delivery options, usually within one business day.
Yes. A short discovery call aligns the curriculum with your service setup, channels, and success metrics.
Yes. The program runs live virtual with instructor-led labs, and hybrid or onsite formats are available on request.
Yes. Onsite delivery is available for teams that want instructor-led sessions at their own location.
The program runs 24 hours of instructor-led training, typically delivered across three to four days.
Question not answered here?
Put it in the request. A training specialist answers it directly, within one business day.
Where this Training Fits in Your Team's learning path.
Dynamics 365 Customer Service comes after the role-based introduction, once your team knows the platform. It handles service in the contact centre, Field Service extends it to technicians on site, and the developer course customises the platform when standard features are not enough.
D365 BASICS
Microsoft Dynamics 365 Role-Based Training
Learn Dynamics 365 navigation, data and the role each app plays.
CUSTOMER SERVICE
Microsoft Dynamics 365 Customer Service Training
Manage cases, queues, routing, SLAs and knowledge articles in Dynamics 365 Customer Service.
FIELD SERVICE
Microsoft Dynamics 365 Field Service Training
Schedule technicians, manage work orders and track assets with Dynamics 365 Field Service.
EXTEND FOR DEVELOPERS
Microsoft Dynamics 365 Customer Engagement for Developers Training
Extend Customer Engagement apps with plugins, APIs and custom code when configuration alone cannot meet the need.
Why Choose Edstellar as Your Microsoft Dynamics 365 Customer Service Corporate Training Provider
Edstellar delivers corporate training that sticks: tailored labs on your tools, expert practitioners as instructors, and outcomes you can measure on real service KPIs.
EXPERT TRAINERS
YEARS DELIVERING
ORGANIZATIONS TRAINED
CERTIFIED
Tailored
We shape every module and lab around your case types, channels, and service processes, so practice mirrors real work.
Proven Methodology
A structured learn-practice-apply arc moves teams from foundations to a working service desk build with measurable skill gains.
Practice-Based Learning
Guided hands-on labs in every module have teams configuring queues, routing, knowledge, and channels, not just watching demos.
Expert Trainers
Instructors are working Dynamics 365 practitioners who configure service desks in production and coach teams through real scenarios.
Global Scale
We deliver consistent instructor-led programs across regions and time zones, from pilot cohorts to enterprise-wide rollouts.
Measurable Outcomes
SLA compliance, first-contact resolution, and agent productivity dashboards show exactly what the training moved.
Build a Coherent Dynamics 365 Service Desk Through Cases and Routing Practice
Edstellar develops customer service configuration skills through a complete service-desk scenario. Participants connect case lifecycles, queues, knowledge content, and omnichannel conversations before exploring automation and insights. The final demonstration tests how these elements support agent work, with review of routing behavior, SLA handling, knowledge usability, and dashboard interpretation.
- Step 01
Consult
We explore service roles, channel responsibilities, and recurring case-handling difficulties to identify gaps in queues, routing, knowledge use, automation, and service reporting.
- Step 02
Plan
We build from workspace foundations to case lifecycles and queues, then integrate knowledge, omnichannel engagement, automation, and insights in the service-desk capstone.
- Step 03
Align
We align Dynamics 365 service expertise with agents, supervisors, and administrators, balancing configuration practice with the daily case and conversation workflows each role owns.
- Step 04
Customize
Fictional support cases, knowledge articles, and chat scenarios reflect familiar customer-care processes, allowing relevant routing and SLA exercises without accessing actual customer conversations.
- Step 05
Execute
Participants configure queues, publish knowledge, run routed chat scenarios, and automate triage, receiving feedback on agent usability, SLA behavior, and the meaning of service metrics.
- Step 06
Evaluate
We assess the service desk for coherent case progression, correct routing, accessible knowledge, working automation, and dashboard evidence that explains the demonstrated service workflow.
Also from Edstellar
Talent assessments
Psychometric, behavioral, leadership and 360-degree assessment.
→Training needs analysis
Needs analysis, gap identification, and a training roadmap.
→L&D consulting
Learning strategy, content, technology and ROI measurement.
→OD consulting
Org design, succession planning and cultural change.
→Managed training services
Training outsourcing, vendor management, logistics and administration.
→Coaching solutions
Executive and manager coaching that keeps skills in use.
Start an RFP shaped to your needs.
Answer three quick questions about team size, scope, and how often you need the program run, then send the request from the last step. Everything you choose travels with it, so you only fill this in once.
How many team members need training?
Microsoft Dynamics 365 Customer Service Training Packages & Pricing
Where L&D holds an annual budget, license packages price the whole year at once instead of raising a purchase order per workshop. Hours and licenses are pooled across teams, programs and locations, so unused capacity is not stranded in one department.
Starter
120
trainee licenses64 hours of group training
Tailored for SMBs
Growth
320
trainee licenses160 hours of group training
Ideal for growing SMBs
Enterprise
800
trainee licenses400 hours of group training
Designed for large corporations
Custom
Unlimited
trainee licensesDuration set by the rollout
Multi-region and multi-year
Training Packages & Pricing
Choose the training format that works for your team. Pricing is customized based on your requirements, cohort size, and delivery needs.
Request a Quote for Microsoft Dynamics 365 Customer Service Training for Your Team
Tell us about your team size, service channels, and goals. We will send a tailored training plan with a quote and available delivery dates.