AB-6004: Introduction to service in Dynamics 365

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AB-6004: Introduction to service in Dynamics 365

AB-6004: Introduction to service in Dynamics 365

The AB-6004: Introduction to service in Dynamics 365 is a foundational course designed to help learners understand how modern, AI-powered service experiences are delivered using Microsoft Dynamics 365. The course introduces the service-focused applications within the Dynamics 365 ecosystem, including Dynamics 365 Customer Service, Dynamics 365 Contact Center, and Dynamics 365 Field Service, and explains how these solutions work together to support complete customer service operations. AB-6004 explores self-service capabilities, enabling organizations to reduce support load while empowering customers through knowledge bases, portals, and AI-driven virtual agents. By the end of this course, learners will be able to:


  • Understand the foundations of Dynamics 365 customer engagement and service applications.
  • Explain self-service, case management, and omnichannel service concepts.
  • Describe workforce management and service team optimization fundamentals.
  • Understand onsite service operations using Dynamics 365 Field Service.
  • Recognize shared capabilities, customization options, and AI-driven enhancements across Dynamics 365 service apps.

Advance Your Skills with Flexmind (Microsoft Partner)

Who should attend AB-6004: Introduction to service in Dynamics 365 course ?

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For Professionals

This course is well suited for professionals who need a foundational understanding of service-oriented Dynamics 365 applications, including Business Owners, Business Users, Customer Service Managers and Supervisors, Contact Center and Support Team Members, Field Service Coordinators and Operations Staff, Functional Consultants, Students and early-career professionals.

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For Businesses

Organizations should nominate employees who work in or support customer service, contact center, or field service operations.

Prerequisites for the "AB-6004: Introduction to service in Dynamics 365" Certification Course

There are no prerequisites for attending this course.

Key Features of Flexmind AB-6004 Training

This training is delivered by Flexmind through flexible online and offline formats and is designed to align with the most current certification exam requirements. The key features of this training are as follows:

1 Day · 8 Hours
Microsoft Certified Trainer
Official Courseware
Courseware Life Time Free Upgrade
Cloud Lab

Course Duration

The course has a total duration of 8 hours and is completed over 1 day.

Instructor-Led Training

Delivered by a senior Microsoft Certified Trainer with real-world, enterprise-scale experience in Microsoft Dynamics 365.

Microsoft Official Curriculum

Delivered by Flexmind using official Microsoft Official Curriculum, this program blends study material, hands-on labs, and applied workshops with instructor-led guidance throughout.

Cloud Lab

Cloud lab access will be provided during the training for hands-on lab exercises.

Course Completion Certificate


Course completion includes certification, formally validating the skills gained and reinforcing professional credibility.

Course Outline

Module 1: Describe the foundations of Dynamics 365 customer engagement apps

  • Overview of Dynamics 365 customer engagement apps
  • Core customer engagement applications and their roles
  • Cross‑solution capabilities across customer engagement apps
  • Navigating Dynamics 365 apps and working with records
  • Working with customers, activities, and timelines
  • Copilot capabilities and effective prompting basics
  • Role‑based security concepts in Dynamics 365 apps
  • Lab – Manage customers and activities in Dynamics 365
  • Lab – Explore prompting in Dynamics 365 with Copilot

Module 2: Explore self-service capabilities in Dynamics 365

  • Self-service capabilities in Dynamics 365 Contact Center
  • Knowledge articles for customer self-service
  • Self-service portals for case tracking and support
  • Virtual agents for automated customer assistance
  • Knowledge management and article lifecycle
  • Autonomous knowledge creation using AI agents
  • Integrating Copilot with knowledge sources
  • Lab – Create and configure knowledge in Dynamics 365

Module 3: Explore case management in Dynamics 365 Contact Center

  • Dynamics 365 Contact Center capabilities overview
  • Case lifecycle and automated case creation
  • Case management tools and AI-assisted agents
  • Customer intent detection and intent-based assistance
  • Service-level agreements (SLAs) and enforcement
  • Customer engagement channels and workstreams
  • Basic and unified routing concepts
  • Skills, shift, capacity, and intent-based routing
  • Reporting and analytics for service operations
  • Supervisor capabilities and Agent Hub overview
  • AI agent rollout planning and performance insights
  • Lab – Manage cases in Dynamics 365 Customer Service

Module 4: Describe workforce management in Dynamics 365 Contact Center

  • Workforce management concepts in Dynamics 365 Contact Center
  • Core workforce management components and benefits
  • Forecasting interaction volumes and demand patterns
  • Short-term and long-term forecasting models
  • Capacity planning based on service levels and concurrency
  • Shift planning and shift plan configuration
  • Manual and automatic scheduling of service representatives
  • Intraday management and adherence tracking
  • Microsoft 365 Copilot for Service capabilities
  • Lab – Workforce management forecasting, planning, and scheduling

Module 5: Utilize onsite service capabilities in Dynamics 365 Field Service

  • Field Service use cases and industry scenarios
  • Core Field Service concepts and terminology
  • Dynamics 365 Field Service capabilities overview
  • Work order creation and lifecycle management
  • Incident types, service tasks, and inspections
  • Field Service mobile app and technician experience
  • Copilot-assisted onsite service operations
  • Resource scheduling and qualification
  • Schedule board and automated scheduling tools
  • Customer assets and Connected Field Service concepts
  • Lab – Create and schedule a work order in Dynamics 365 Field Service

Module 6: Describe shared capabilities and in Dynamics 365 customer engagement apps

  • Tailoring Dynamics 365 customer engagement apps
  • Microsoft Dataverse fundamentals and benefits
  • Forms, views, business rules, dashboards, and charts
  • Enhancing apps using Microsoft Power Platform
  • Out-of-the-box reporting and Power BI integration
  • Microsoft 365 integrations (Excel, Word, SharePoint, Teams, Outlook)
  • Copilot capabilities across Dynamics 365 apps

Class Schedule

Instructor‑Led Training

  • 8 Hours of Instructor‑Led Training
  • One‑to‑one doubt‑resolution sessions
  • Microsoft Official Lab Access

Learning Objectives

After completing the AB-6004 course, learners will be able to:

  • Describe the foundations of Dynamics 365 customer engagement apps
  • Describe Dynamics 365 self-service capabilities
  • Describe case management capabilities
  • Describe Workforce Management
  • Describe onsite service capabilities
  • Describe shared capabilities and customization options for Dynamics 365 apps

How do our AB-6004: Introduction to service in Dynamics 365 Course Work?

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FAQ's About AB-6004: Introduction to service in Dynamics 365 Course

AB‑6004 is a foundational course that introduces learners to service‑focused capabilities in Microsoft Dynamics 365, including Dynamics 365 Customer Service, Dynamics 365 Contact Center, and Dynamics 365 Field Service. The course focuses on enhancing and automating service processes while leveraging native integration with Microsoft 365 and AI‑driven capabilities.

This course is ideal for business users, functional consultants, service managers, and professionals who want to understand how Dynamics 365 service applications support customer engagement, case management, omnichannel communication, and field service operations. It is suitable for beginners and those new to Dynamics 365 service workloads.

By completing this course, learners will gain a clear understanding of Dynamics 365 customer engagement apps, self‑service and knowledge management capabilities, case management and routing, workforce management concepts, and onsite service capabilities using Dynamics 365 Field Service.

No prior experience is required. AB‑6004 is a beginner‑level course and does not have any formal prerequisites, making it suitable for learners who are new to Dynamics 365 service applications.

AB‑6004 is delivered as a 1‑day instructor‑led training, designed to provide a concise yet comprehensive introduction to Dynamics 365 service capabilities.

The course is delivered by a Microsoft Certified Trainer (MCT), ensuring the training follows Microsoft‑authorized curriculum and reflects current platform capabilities and best practices.

Yes. The course includes demonstrations and guided exercises that allow learners to explore Dynamics 365 service applications, navigate the interface, and understand how service processes are configured and managed.

AB‑6004 helps learners understand how organizations can deliver efficient, AI‑driven customer support, manage cases across multiple channels, empower service agents, and improve field service outcomes using Dynamics 365 service applications.

Yes. AB‑6004 aligns directly with official Microsoft curriculum, ensuring learners gain knowledge consistent with Microsoft’s recommended learning paths.

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