---
url: "https://xcademia.com/courses/dynamics-365-customer-service-practitioner"
title: Dynamics 365 Customer Service Practitioner
description: "Learn Dynamics 365 Customer Service with case management, SLAs, omnichannel support, and Copilot features in this mentor-led course."
publishedAt: "2026-03-30T06:11:50.688792+00:00"
updatedAt: "2026-03-30T22:50:53.7265+00:00"
type: course
code: "ITS-0105"
level: Practitioner
duration_days: "3"
track: Microsoft Dynamics 365
category: "IT Service, Governance & Compliance"
credential_tier: tier1
price_gbp: "1997"
---

# Dynamics 365 Customer Service Practitioner

> Manage customer support operations, cases, and service workflows using Dynamics 365 Customer Service. This mentor-led course uses practical scenarios to build real-world service management skills.

## Overview

This Dynamics 365 Customer Service Practitioner programme is designed to help professionals effectively manage customer support operations using Microsoft Dynamics 365. It focuses on building practical skills in case management, queue handling, and service-level agreements to deliver consistent and high-quality customer experiences.

Through mentor-led sessions and practical scenarios, learners will explore how to streamline service workflows, manage customer interactions across channels, and build knowledge bases for efficient issue resolution. The course also introduces omnichannel capabilities and Copilot features to enhance productivity and service delivery.

By the end of the programme, participants will be able to manage end-to-end customer service processes, improve response times, and use CRM insights to drive customer satisfaction. This course prepares learners for real-world customer service roles with a focus on operational efficiency and service excellence.

## Prerequisites

- Basic understanding of customer service processes
- Familiarity with CRM concepts
- Experience using business applications (recommended)

## What you will learn

- Analyse customer service processes
- Implement case and queue workflows
- Design SLA and escalation models
- Evaluate service performance metrics
- Communicate service insights effectively
- Lead customer experience improvements

## Skills you will gain

- Case management workflows
- Queue and routing management
- SLA configuration basics
- Knowledge base management
- Omnichannel service basics
- Copilot service features

## Career progression

- Customer Service Analyst
- CRM Consultant
- Support Operations Specialist
- Service Desk Coordinator

## Curriculum

1. **Module 1: Introduction to Dynamics 365 Customer Service**
   - Overview of Customer Service app
   - CRM service concepts and terminology
   - Navigation and interface basics
2. **Module 2: Case Management & Queues**
   - Case lifecycle management
   - Queue setup and routing
   - Case assignment strategies
3. **Module 3: Service-Level Agreements (SLAs)**
   - SLA configuration basics
   - KPI tracking and compliance
   - Escalation rules
4. **Module 4: Knowledge Management**
   - Creating and managing knowledge articles
   - Knowledge base usage
   - Self-service enablement
5. **Module 5: Omnichannel Customer Service**
   - Omnichannel concepts
   - Managing multiple communication channels
   - Customer interaction tracking
6. **Module 6: Copilot for Customer Service**
   - Introduction to Copilot features
   - AI-assisted case resolution
   - Productivity and automation tools
7. **Module 7: Reporting & Service Insights**
   - Dashboards and reporting
   - Performance metrics
   - Continuous improvement strategies

## Exam & certification

You will receive an Xcademia certificate of completion based on participation and successful completion of labs and scenario simulations.

## Delivery options

- **Live Online** — Join live instructor-led sessions from anywhere. Interactive, engaging, and flexible.
- **Onsite Training** — We come to you. Training delivered at your workplace for teams of 6 or more.
- **Venue-Based** — Classroom training at a professional venue. Ideal for focused, immersive learning.
- **Blended** — Combine online and in-person learning for maximum flexibility and impact.

## Frequently asked questions

**Is this course suitable for beginners?**

It is best suited for those with basic CRM or customer service knowledge.



**Will I use Dynamics 365 during training?**

Yes, you will work through practical scenarios and guided exercises.



**Does this include AI features?**

Yes, it includes Copilot features for customer service.



**What skills will I gain?**

You will learn case management, SLAs, and service workflows.



**Is this aligned to a certification?**

No, it is an Xcademia original practitioner-level programme.

## Course at a glance

| Field | Value |
| --- | --- |
| Code | ITS-0105 |
| Duration | 3 days |
| Level | Practitioner |
| Track | Microsoft Dynamics 365 |
| Category | IT Service, Governance & Compliance |
| Credential tier | tier1 |
| Price (GBP) | £1997 |

---

## About this content

This Markdown course profile is the citation-grade twin of [Dynamics 365 Customer Service Practitioner](https://xcademia.com/courses/dynamics-365-customer-service-practitioner). It is published by **Xcademia** (UK Companies House 12322710) and is available for AI search engines and large language models to index, summarise, and cite.

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