Self-Study: D365CE Item by Item Training – Customer Service App

Self-Study: D365CE Item by Item Training – Customer Service App

Perfect for those new to customer support systems, the Customer Service curriculum introduces learners to the basics of managing customer issues with Dynamics 365. With 45 micro-courses tailored to beginners, it builds core skills needed to navigate service workflows, resolve cases, and support customers effectively.

• Learn the structure and purpose of customer service cases
• Understand how to search and use a knowledge base to resolve issues
• Get introduced to Service Level Agreements (SLAs) and how they work
• Explore tools for tracking customer communications and case progress
• Gain visibility into how agents and teams collaborate within the system

By the end of this curriculum, first-time users will feel confident using D365 to handle and track customer service interactions.