About the Course
Modern organizations demand more than just a CRM; they seek a comprehensive service system that delivers clarity and efficiency. Whether you are managing a customer support desk, overseeing a contact center, supporting internal IT service delivery, or leading customer success operations, you are required to demonstrate:
- the nature of service demand,
- factors delaying resolution,
- customer impact analysis,
- recommended actions,
- and proof of continuous improvement.
This course transforms Microsoft Dynamics 365 Customer Service from a basic ticketing tool into a robust service management system. Participants will gain hands-on experience in configuring case intake, queues, routing, SLAs, escalation paths, knowledge management, omnichannel handling, and dashboards. The focus is on practical applications and achieving tangible outcomes, tailored for practitioners who need to enhance service delivery under constraints such as limited staffing, high demand, inconsistent processes, and leadership pressure.
Target Audience
This course is tailored for professionals across various roles and responsibilities, seeking to enhance their expertise in Microsoft Dynamics 365 Customer Service.
This course is designed for:
- Customer service officers, agents, and team leads
- Contact center supervisors and operations managers
- Customer experience (CX) and service quality teams
- CRM administrators and Dynamics 365 functional consultants
- IT/Helpdesk teams using Dynamics for internal service
- Service delivery managers responsible for SLAs and escalations
- Business analysts supporting service improvement and reporting
- Digital transformation teams implementing service workflows
- Managers responsible for knowledge management and standard responses
- Anyone responsible for building reliable customer service operations using Dynamics 365
Course Objectives
This course equips you to configure, run, and optimize Microsoft Dynamics 365 Customer Service using practical workflows, defensible procedures, and performance-based decision logic.
By the end of this course, you'll be able to:
- Understand core Dynamics 365 Customer Service concepts and their impact on CX, SLA compliance, and efficiency
- Configure case management, queues, routing rules, and escalation paths to reduce delays
- Set up SLAs, timers, and priorities that reflect real service commitments
- Build and manage knowledge articles and templates to improve consistency and speed
- Apply best-practice data capture and documentation to enhance auditability and quality
- Use dashboards and reports to interpret service performance and bottlenecks
- Improve customer communication workflows across email and digital channels
- Implement continuous improvement actions using evidence from cases, trends, and KPIs
Requirements & Prerequisites
Participants should have a basic understanding of customer service processes and familiarity with CRM systems. Prior experience with Microsoft Dynamics 365 is beneficial but not required.
Local Application and Business Return in Costa Rica
How participants can apply the training in local operating conditions, and the return their organisation can plan for.
How participants apply this
Expected ROI
Training Methodology
This is a practical, outcome-driven course designed to turn Dynamics 365 Customer Service into confident action and credible service reporting.
Methodology includes:
- Guided exercises to configure a working customer service environment
- Hands-on labs for case intake, queue setup, routing rules, and SLA configuration
- Knowledge base drills: create articles, templates, and standard operating responses
- Scenario-based incident and escalation simulations (VIP complaint, SLA breach, outage surge)
- Group work comparing service designs under real constraints (teams, channels, volumes)
- Case studies across utilities, banks, telcos, public sector, and service organizations
- Reflection prompts that challenge habits and improve decision discipline and documentation quality
Upcoming Sessions
Next available dates worldwide
Certification
Recognized credentials that advance your career
Participants who complete the Microsoft Dynamics 365 Customer Service Training Program earn a Trainingcred Certificate of Achievement, demonstrating professional competence and alignment with global standards in learning and development.
NITA Accredited
Accredited by the National Industrial Training Authority, ensuring programs meet nationally recognized standards of quality and relevance.
CPD Certified
Recognized by the CPD Certification Service, ensuring every program meets internationally benchmarked standards of professional excellence.
Why this course earns its place on your CV
Accredited training, practitioner trainers, and peers on the same career track — the three things real expertise is built on.
Skills Relevance
- Master Microsoft Dynamics 365 to boost your customer service efficiency.
- Learn cutting-edge techniques for managing customer interactions seamlessly.
- Acquire skills in real-time data analysis for improved customer satisfaction.
Expert Delivery
- Training delivered by certified Microsoft Dynamics experts with years of field experience.
- Interactive sessions ensure practical understanding and immediate application.
- Benefit from personalized feedback to refine your skills during the course.
Career Advancement
- Strengthen your professional profile with official expertise in Microsoft Dynamics 365.
- Position yourself as a tech-savvy customer service professional in a competitive job market.
- Unlock new career opportunities in tech-driven customer management roles.
Tools and platforms relevant to this field
Examples Costa Rica teams may encounter, and that may be featured in training where they support the confirmed course scope.
These are field-relevant examples, not a promise that every tool will be covered. Exact coverage depends on the confirmed course scope, participant needs, and delivery format.
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Microsoft Dynamics 365 Customer Service MicrosoftUsed to manage cases, queues, SLAs, knowledge articles, routing, and service dashboards in one service environment.
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Dynamics 365 Contact Center MicrosoftUsed when organisations want omnichannel service features such as voice, chat, routing, and AI-assisted engagement alongside customer service workflows.
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Microsoft Teams MicrosoftUsed for collaboration between agents, specialists, and managers when cases need faster internal resolution or escalation support.
