Microsoft Dynamics 365 Customer Service (MB2-718)

The Microsoft Dynamics 365 Customer Service course focuses on how an organization can nurture customer satisfaction through automation of business processes. It provides an insight into all of the powerful Customer Service and Service Scheduling functionality capabilities within Microsoft Dynamics 365. The Customer Service course guides you through the process of working with your customers in Microsoft Dynamics 365, including resolution of customer complaints and service issues cost effectively, and provides insight on managing all related correspondence, documents, contacts and conversations. This course demonstrates the rich and relevant view of your customer that provides your team with actionable insights, including the use of knowledge management in a centralized knowledge base.


  • A working knowledge of how to use Microsoft Dynamics CRM 2013 and/or 2015
  • Some basic experience using Windows applications
  • Knowledge of basic sales, marketing, and customer service roles in a business. It is recommended, but not required, that individuals have completed Microsoft Dynamics CRM Sales training courses
  • Some knowledge of common Microsoft Dynamics CRM record types is preferred
  • Because this training material focuses on customizing database entities, attributes, relationships, and mappings, it is recommended that individuals have a basic understanding of Microsoft SQL Server and relational database functionality

Course content

During this course you will learn to:

  • Manage Cases, the Knowledge Base, and the Interactive Service Hub
  • Manage Queues, Entitlements, and Service Level Agreements (SLAs)
  • Implement Service Management Analysis and Voice of the Customer Surveys
  • Manage the Unified Service Desk (USD)
  • Manage Dynamics Field Service and the Interacitve Services Hub


Agent Enablement in Microsoft Dynamics 365 for Customer Service

  • Introduction to Service Module
  • Case Management
  • Service Level Agreements
  • Entitlements
  • Queue Management

Service Intelligence in Microsoft Dynamics 365 for Customer Service

  • Knowledge Management
  • Interactive Service Hub
  • Intro to Service Analysis Tools
  • Service Analytics Tools Extended
  • Course Review 

Voice of the Customer in Microsoft Dynamics 365 for Customer Service

  • Survey Creation
  • Advanced Design Considerations
  • Distribution and Responses
  • Reporting and Analytics 

Unified Service Desk in Microsoft Dynamics 365 for Customer Service

  • Introduction and Overview
  • Setup and Installation
  • Hosted Controls
  • UII Actions, Action Calls, and Toolbars
  • Window Navigation Rules
  • Debugger and Data Parameters

Microsoft Dynamics 365 for Field Service

  • Setup and Configuration
  • Work Order Management
  • Scheduling and Dispatching
  • Agreements
  • Mobility
  • Inventory and Purchasing


This course leads to the Microsoft Exam MB2-718: Microsoft Dynamics 365 for Customer Service