Computing, IT Systems, and Emerging Technologies Kenya

Microsoft Dynamics 365 Customer Service Training Course

Customer service often appears to run smoothly until confronted with unexpected challenges: a surge in case volume, escalating customer complaints, missed Service Level Agreements (SLAs), and urgent demands from leadership for accountability and evidence. In today's fast-paced business environment, organizations frequently discover their service inadequacies only when customer churn increases, social media complaints spike, or teams struggle to explain recurring issues.

Are your cases being routed to the right people fast enough? Can you confidently say that your service records, SLAs, and resolution notes would withstand scrutiny during an escalation, audit, or executive review?
This course is designed to empower professionals to build consistent service operations, leverage Microsoft Dynamics 365 Customer Service effectively, reduce case backlogs, enhance first-contact resolution, and articulate performance insights clearly to both technical and non-technical stakeholders.

Duration
5 Days
Duration
Certificate
Certificate
Included
Delivery
Instructor-Led
Delivery
Level
Intermediate
Level
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Choose Your Preferred Training Format

Training Options

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Live Online Training

Join from anywhere with interactive virtual sessions

Starts
Ends
Mon - Fri (5 Days)
USD 850
Starts
Ends
Weekend (4 Wks)
USD 850
Starts
Ends
Mon - Fri (5 Days)
USD 850
Starts
Ends
Weekend (4 Wks)
USD 850
Starts
Ends
Mon - Fri (5 Days)
USD 850
Starts
Ends
Weekend (4 Wks)
USD 850
Starts
Ends
Mon - Fri (5 Days)
USD 850

Classroom Training

In-person sessions at premier locations

Nairobi Kenya
Mon - Fri
5 Days
USD 1,600
Kigali Rwanda
Mon - Fri
5 Days
USD 1,900
Dubai United Arab Emirates (UAE)
Mon - Fri
5 Days
USD 4,100
Zanzibar Tanzania
Mon - Fri
5 Days
USD 2,400
Customized Content
Team Training
Flexible Dates

In-person training at our premier venues — pick a city and date that works for you.

Location Duration Fee Language
Nairobi, Kenya Mon - Fri (5 Days) USD 1,600 English See dates & reserve →
Kigali, Rwanda Mon - Fri (5 Days) USD 1,900 English See dates & reserve →
Dubai, United Arab Emirates (UAE) Mon - Fri (5 Days) USD 4,100 English See dates & reserve →
Zanzibar, Tanzania Mon - Fri (5 Days) USD 2,400 English See dates & reserve →
Addis Ababa, Ethiopia Mon - Fri (5 Days) USD 2,400 English See dates & reserve →
Abuja, Nigeria Mon - Fri (5 Days) USD 2,900 English See dates & reserve →
Mombasa, Kenya Mon - Fri (5 Days) USD 1,700 English See dates & reserve →
Cape Town, South Africa Mon - Fri (5 Days) USD 3,900 English See dates & reserve →
Johannesburg, South Africa Mon - Fri (5 Days) USD 3,800 English See dates & reserve →
Pretoria, South Africa Mon - Fri (5 Days) USD 3,500 English See dates & reserve →
Kampala, Uganda Mon - Fri (5 Days) USD 1,900 English See dates & reserve →
Lagos, Nigeria Mon - Fri (5 Days) USD 2,500 English See dates & reserve →
Arusha, Tanzania Mon - Fri (5 Days) USD 2,000 English See dates & reserve →
Dar es Salaam, Tanzania Mon - Fri (5 Days) USD 1,900 English See dates & reserve →
Naivasha, Kenya Mon - Fri (5 Days) USD 1,700 English See dates & reserve →

Live, instructor-led sessions you can join from anywhere — pick the next start date below.

Code Start Date End Date Duration Fee
MDC-01 Mon - Fri (5 Days) USD 850 Reserve my seat → Reserve team seats →
MDC-01 Weekend (4 Weeks) USD 850 Reserve my seat → Reserve team seats →
MDC-01 Mon - Fri (5 Days) USD 850 Reserve my seat → Reserve team seats →
MDC-01 Weekend (4 Weeks) USD 850 Reserve my seat → Reserve team seats →
MDC-01 Mon - Fri (5 Days) USD 850 Reserve my seat → Reserve team seats →
MDC-01 Weekend (4 Weeks) USD 850 Reserve my seat → Reserve team seats →
MDC-01 Mon - Fri (5 Days) USD 850 Reserve my seat → Reserve team seats →

Our instructor comes to your office — same curriculum and accredited certificate, with case studies built around the work your team actually does.

Team Training

Train your entire team together in a familiar environment for better collaboration

Fully Customized

Content tailored to your industry, tools, and specific business challenges

Cost Effective

Save on travel & accommodation costs when training multiple employees

Flexible Scheduling

Choose dates that work best for your team's availability and projects

How It Works
1
Request a Quote

Tell us about your team size, preferred dates, and training goals

2
Get a Custom Proposal

Receive a tailored training plan and competitive pricing within 24 hours

3
We Come to You

Our certified trainer arrives ready to deliver impactful, hands-on training

Ready to upskill your team on Microsoft Dynamics 365 Customer Service Training?

No commitment required · Response within 24 hours

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 Kenya

How participants can apply the training in local operating conditions, and the return their organisation can plan for.

How participants apply this

Participants apply this course by configuring and working with cases, queues, service-level agreements, and knowledge records in day-to-day support work. In a Kenyan organization, that typically means assigning cases to the right agent faster, making escalation paths visible, and keeping resolution notes consistent enough for audit or management review. Teams also use reporting and dashboards to monitor backlog, missed SLAs, and recurring complaint themes. Supervisors can use the same setup to coach agents, identify bottlenecks, and standardize how service issues are resolved across branches or channels.

Expected ROI

Within 6–12 months, the most realistic return is operational: faster case handling, fewer misrouted tickets, and better SLA adherence. Organizations usually see improved visibility into workload and service failures, which reduces time spent chasing updates and reconstructing case history. The training can also improve first-contact resolution when agents have better routing, knowledge access, and clearer processes. For managers, the value is stronger reporting and a better basis for staffing and process decisions.

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

Virtual

(Zoom) Training
USD 850
27th Jun-19th Jul 2026

Nairobi

Kenya
USD 1,600
6th Jul-10th Jul 2026

Kigali

Rwanda
USD 1,900
20th Jul-24th Jul 2026

Dubai

United Arab Emirates (UAE)
USD 4,100
13th Jul-17th Jul 2026

Zanzibar

Tanzania
USD 2,400
29th Jun-3rd Jul 2026

Addis Ababa

Ethiopia
USD 2,500
27th Jul-31st Jul 2026

Abuja

Nigeria
USD 2,800
27th Jul-31st Jul 2026

Mombasa

Kenya
USD 1,700
6th Jul-10th Jul 2026

Cape Town

South Africa
USD 3,900
6th Jul-10th Jul 2026

Johannesburg

South Africa
USD 3,800
27th Jul-31st Jul 2026

Pretoria

South Africa
USD 3,500
29th Jun-3rd Jul 2026

Kampala

Uganda
USD 1,900
29th Jun-3rd Jul 2026

Lagos

Nigeria
USD 2,500
20th Jul-24th Jul 2026

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 Kenya teams may encounter, and that may be featured in training where they support the confirmed course scope.

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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.

  • Microsoft Dynamics 365 Customer Service Microsoft
    Used to manage cases, SLAs, routing, knowledge articles, dashboards, and omnichannel service operations.
  • Dynamics 365 Contact Center Microsoft
    Used where organizations want to extend customer service across voice and digital channels with unified routing and AI-assisted support.
  • Microsoft Teams Microsoft
    Used for internal collaboration on escalations and faster resolution of complex customer issues.
  • Power BI Microsoft
    Used to visualize service performance, SLA trends, backlog movement, and operational reporting.

Real Results from Real Professionals

Thousands of professionals have transformed their careers through our training programs. Now, it's your turn.

Local market advisory

Course relevance for Kenya

A country-specific view of market pressure, regulatory context, and practical business return behind this training.

  • Market context
  • Regulatory fit
  • Business application

Why this course matters in Kenya

A market-specific advisory on the operating pressures this course helps teams address.

Microsoft Dynamics 365 Customer Service matters in Kenya because many organizations are under pressure to handle higher case volumes, more channels, and tighter expectations for response times without expanding headcount at the same pace. The course is most relevant for customer service, contact center, operations, IT, and quality teams that need to improve case routing, SLA control, knowledge reuse, and management reporting. For leaders, it supports a more defensible decision-making model: where service bottlenecks are occurring, which issues are recurring, and whether the team can meet service commitments consistently. In a market where digital service experiences increasingly shape customer retention, this training helps organizations move from reactive complaint handling to measurable service management.
SLA discipline is the core operational gain

The platform is built around cases, queues, entitlements, and service-level agreements, so Kenyan teams can translate service promises into trackable work rather than informal follow-up. That is especially useful where escalation risk is high and managers need evidence of whether cases were handled on time.

Routing quality affects both cost and customer experience

Unified and skill-based routing helps reduce misdirected cases, which matters in organizations that serve many products, branches, or customer segments. Better routing lowers rework, shortens response time, and improves first-contact resolution.

Leadership wants reporting, not anecdotes

Dynamics 365 Customer Service supports dashboards, analytics, and case history, giving managers a way to show backlog trends, resolution performance, and repeat-issue patterns. In practice, this helps Kenyan firms justify staffing, coaching, and process changes with data.

This training is timely in Kenya because customer expectations are rising while service teams are being asked to do more with better traceability and faster turnaround. It is also relevant wherever organizations are standardizing digital service processes and need stronger evidence for SLA compliance, complaint handling, and escalation management.

Regulatory context in Kenya

The local regulators, laws, and frameworks shaping this discipline, with the curriculum mapped to what teams need to know.

4

Regulators

  • ODPC Relevant because customer service teams process personal data in cases, complaints, recordings, and customer histories.
  • CA Relevant for customer service operations in telecoms, digital communications, and regulated customer-contact channels.
  • CBK Relevant for financial institutions whose service teams must document complaints, escalation handling, and customer communications carefully.
  • CMA Relevant for investment and capital-markets firms that need controlled, auditable complaint handling and client-service records.

Frameworks the course aligns with

  • 01 Data Protection Act · 2019
  • 02 Consumer Protection Act · 2012
  • 03 Computer Misuse and Cybercrimes Act · 2018

Frequently Asked Questions

Got questions? We've gathered the answers to common queries to help you feel confident and informed.

It is most useful for customer service leads, contact center supervisors, CRM administrators, operations managers, and IT teams supporting service workflows. Frontline agents also benefit when they need to work cases, update notes, and follow SLA-driven processes consistently.

Yes. Even if an organization starts with case management only, the course still helps teams improve routing, resolution tracking, knowledge use, and reporting. Omnichannel capabilities can be added later as service maturity grows.

It helps organizations reduce manual service handling and make customer support more measurable. That usually means fewer missed escalations, better accountability for SLAs, and clearer insight into why cases keep recurring.

Managers get strong value because the platform supports dashboards, performance reporting, and case trend analysis. Technical staff benefit from learning how to configure workflows, while managers benefit from being able to interpret service data and enforce process discipline.

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Premier Bank
Amnesty International
UNDT SACCO
UNFPA
USAID
AMREF Health Africa
KENTRADE
CPF
UFIA
UNICEF
Central Bank of Kenya
UNDP
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Dorcas Aid
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KCB Foundation
Ministry of Education Saudi Arabia
NSSF Uganda
RBA
Reserve Bank of Malawi
WASREB Kenya
Virginia Commonwealth University
Barbours
Bank of Rwanda
RFA
Dahabshil Bank
Dorcas Aid
Finn Church Aid
KCB Foundation
Ministry of Education Saudi Arabia
NSSF Uganda
RBA
Reserve Bank of Malawi
WASREB Kenya
Virginia Commonwealth University