Course 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.
Hands-On Learning
Work on real customer service scenarios including case handling and SLA management.
Mentor-Led Sessions
Expert mentor-led sessions with guided service workflows and support scenarios.
Career-Ready Skills
Develop practical customer service CRM skills aligned with business needs.
Learning Outcomes
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
Prerequisites
Basic understanding of customer service processes
Familiarity with CRM concepts
Experience using business applications (recommended)
Detailed Syllabus
Step-by-step learning journey from basics to professional practice
Topics Covered
- Overview of Customer Service app
- CRM service concepts and terminology
- Navigation and interface basics
Skills You'll Gain
Master these in-demand skills through hands-on practice
Career Progression
A clear view of the roles this programme supports, what typically comes next, and where learners progress over time
Ways to Learn
Choose the learning format that works best for you and your team
Live Online
Instructor-Led Training
Join live instructor-led sessions from anywhere. Interactive, engaging, and flexible.
- Live instructor interaction (real-time)
- Trainer-led walkthroughs and real examples
- Guided resources and session notes provided
- Structured Q&A and practical discussion
Price per person
Group enrolments and early planning options available.
All prices are exclusive of VAT where applicable. Group enrolments and custom packages available on request.
Prefer a Faster, Personalised Route into IT?
Not everyone learns best in a group. If you want focused guidance, faster clarity, and confidence you can use on the job, our 1-to-1 Fast-Track Training gives you private, mentor-led support tailored to your experience and goals.
"Many learners choose 1-to-1 when they want understanding, not memorisation."
Exam & Certification Information
Everything you need to know about the certification exams
Important Information
You will receive an Xcademia certificate of completion based on participation and successful completion of labs and scenario simulations.
Credential
Certificate of Completion
On successful completion of Dynamics 365 Customer Service Practitioner, learners receive an Xcademia Certificate of Completion. This standalone certificate is issued directly by Xcademia and is aligned with globally recognised frameworks and best practices.
Frequently Asked Questions
Everything you need to know about this course
It is best suited for those with basic CRM or customer service knowledge.
Ready to Start Your Learning Journey?
Take the next step in your professional development