Microsoft Dynamics 365 CRM – Customer Service Course in chennai

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MICROSOFT DYNAMICS 365 CRM – Customer Service Course in Chennai

Master customer service management, case resolution, omnichannel support, service automation, and customer experience with Edubrights’ MICROSOFT DYNAMICS 365 CRM – Customer Service training in Chennai. This course is designed for students, freshers, customer service professionals, CRM consultants, support engineers, business analysts, functional consultants, and working professionals who want to deliver exceptional customer support using Microsoft Dynamics 365 Customer Service.

Gain hands-on experience with case management, service level agreements (SLAs), knowledge management, queues, routing, customer engagement, reporting, and real-world Microsoft Dynamics 365 Customer Service implementation projects through practical industry use cases.

Key Highlights:

✅ Real-Time Microsoft Dynamics 365 Customer Service Projects & Enterprise Support Use Cases

✅ Live Instructor-Led Training by Experienced Microsoft Dynamics 365 Experts

✅ Hands-On Practice with Microsoft Dynamics 365 Customer Service

✅ Microsoft Dynamics 365 Customer Service Architecture & CRM Fundamentals

✅ Case Management, Incident Resolution & Customer Support Workflows

✅ Omnichannel Customer Engagement, Live Chat & Digital Support

✅ Service Level Agreements (SLAs), Entitlements & Queue Management

✅ Knowledge Base Management & Self-Service Portal Configuration

✅ Business Process Flows, Workflow Automation & Customer Service Optimization

✅ Reports, Dashboards, KPIs & Power BI Analytics

✅ Security, User Roles, Business Units & Customer Service Administration

✅ Integration with Microsoft 365, Microsoft Teams, Power Apps, Power Automate, Dynamics 365 CRM, Azure Services & Third-Party Applications

✅ Resume Building, Portfolio Development & Mock Interview Preparation

✅ Career Guidance, Placement Assistance & Microsoft Dynamics 365 Certification Support

✅ Flexible Online, Classroom & Weekend Training Options

✅ Corporate Training for Customer Service, CRM, Contact Centers & Enterprise IT Teams

Build practical Microsoft Dynamics 365 Customer Service expertise, streamline customer support operations, improve customer satisfaction, and become industry-ready for careers in CRM Consulting, Customer Service Administration, Customer Experience (CX), Functional Consulting, Business Analysis, and Microsoft Dynamics 365 Solutions.

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₹35000

₹50000

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Case Studies and Projects

Hours of Training

20+

Placement Assurance

100%

Expert Support

Yes

Support & Access

Lifetime

Certification

Yes

Skill Level

All

Language

All

Course Objectives

1. Understand Dynamics 365 CRM Customer Service Fundamentals

Learn the fundamentals of Microsoft Dynamics 365 Customer Service including customer support workflows, case management, service requests, and CRM operations. Understand how organizations manage customer interactions efficiently. Gain practical knowledge of customer service management systems.

2. Manage Customer Cases & Service Requests

Develop the ability to create, assign, track, and resolve customer service cases within Dynamics 365 CRM. Learn ticket handling, escalation management, and SLA monitoring techniques. Improve customer support efficiency and response management.

3. Handle Omnichannel Customer Communication

Learn how Dynamics 365 supports customer interactions through email, chat, phone, portals, and social channels. Understand omnichannel communication management and customer engagement strategies. Enhance customer satisfaction and support quality.

4. Automate Customer Service Processes

Understand workflow automation, routing rules, approvals, notifications, and knowledge base management within Dynamics 365 CRM. Learn how automation improves service delivery and operational productivity. Reduce manual effort in customer support operations.

5. Analyze Customer Service Performance

Gain knowledge of dashboards, analytics, reporting tools, and customer insights within Dynamics 365 CRM. Learn performance tracking and service analysis techniques. Improve decision-making and customer experience management.

6. Prepare for CRM & Customer Service Careers

Understand CRM concepts, customer relationship management practices, and enterprise support operations. Learn real-world customer service workflows and CRM implementation techniques. Build strong career-oriented CRM management skills.

Popular Techniques Covered in This Course

1. Customer Case Management

2. Ticketing & Service Request Handling

3. CRM Workflow Automation

4. Omnichannel Communication Management

5. SLA & Escalation Management

6. Knowledge Base Administration

7. Customer Interaction Tracking

8. Reporting & Service Analytics

9. Microsoft Dynamics 365 Navigation

10. Customer Relationship Management Techniques

Get Hands-on Knowledge about Real-Time Projects

Project 1

1. Customer Support Ticket Management System

Project 2

2. Omnichannel Customer Communication Platform

Project 3

3. SLA Monitoring & Escalation Dashboard

Project 4

4. CRM-Based Knowledge Management Portal

Project 5

5. Customer Service Analytics & Reporting System

Key Features

Edubrights offers MICROSOFT DYNAMICS 365 CRM – CUSTOMER SERVICE Training in virtual mode with expert trainers. Here are the key features,

40 Hours Course Duration

100% Job Oriented Training

Industry Expert Faculties

Free Demo Class Available

Completed 500+ Batches

Certification Guidance

Curriculum

Module 1: Introduction to Dynamics 365 Customer Service

Overview of Microsoft Dynamics 365 Customer Service module
Customer Service architecture and core components
Understanding cases, queues, and service workflows
Navigating the Dynamics 365 Customer Service Hub interface

Module 2: Case Management Configuration

Creating and managing case record types and categories
Configuring case routing rules and automatic assignment
Managing case priority, status, and escalation workflows
Setting up parent-child case relationships and merging

Module 3: Queue and Routing Configuration

Creating and managing service queues and queue items
Configuring unified routing rules and assignment logic
Managing skill-based and capacity-based routing setup
Setting up queue monitoring and workload management

Module 4: Service Level Agreements (SLAs)

Configuring SLA types: standard and enhanced SLAs
Managing SLA KPIs, timers, and warning thresholds
Setting up SLA breach actions and escalation notifications
Monitoring SLA compliance and performance reporting

Module 5: Knowledge Management

Creating and managing knowledge article templates and categories
Configuring knowledge article approval and publishing workflows
Setting up knowledge search and article linking to cases
Managing knowledge base feedback and article ratings

Module 6: Omnichannel for Customer Service

Introduction to Dynamics 365 Omnichannel architecture
Configuring chat, email, and social media channel setup
Managing agent capacity profiles and workstream configuration
Setting up bot integration and escalation to live agents

Module 7: Entitlements and Product Support

Configuring customer entitlement types and channel definitions
Managing entitlement allocation and usage tracking
Setting up product and service catalog configuration
Handling entitlement renewal and expiration workflows

Module 8: Customer Service Insights and AI

Introduction to Dynamics 365 Customer Service Insights
Configuring AI-driven topic clustering and sentiment analysis
Managing agent productivity dashboards and coaching tools
Setting up predictive case routing and AI suggestions

Module 9: Reporting and Dashboards

Building standard Customer Service reports and dashboards
Configuring custom views and charts for service metrics
Managing Power BI integration for advanced analytics
Monitoring KPIs: case resolution time, CSAT, and backlog

Module 10: Administration and Integration

Managing Dynamics 365 security roles and field-level security
Configuring Power Automate flows for service automation
Integrating Dynamics 365 Customer Service with Teams and Outlook
Administration best practices and governance standards

Receive Training From Our Skilled and Effective Trainers

Experience in the Industry Learn from certified Microsoft Dynamics 365 CRM – Customer Service professionals with hands-on industry experience.

Backgrounds at the Top Our trainers hold relevant certifications and have worked on real-world implementations.

Clear & Effective Teaching All core concepts of Microsoft Dynamics 365 CRM – Customer Service are explained with practical examples.

Hands-On Learning Focus Students gain practical experience through structured labs and projects.

Up-to-Date Knowledge Trainers keep content current with the latest platform releases and best practices.

You will succeed with our recognized certification

Our institution offers a recognized MICROSOFT DYNAMICS 365 CRM – CUSTOMER SERVICE certification that validates your ability to design and prototype professional user interfaces efficiently. This certification enhances your design portfolio and prepares you for collaborative projects in real-world environments. Gain practical skills through hands-on training and assessments.

Course FAQs

1. What is Microsoft Dynamics 365 Customer Service?

Microsoft Dynamics 365 Customer Service is a CRM solution used for managing customer support, service requests, case management, and customer interactions. Organizations use it to improve customer satisfaction and support operations.

2. What are the main features of Dynamics 365 Customer Service?

Key features include case management, omnichannel communication, SLA tracking, workflow automation, knowledge base management, analytics, and customer support dashboards. These features help organizations manage customer service efficiently.

3. Is Dynamics 365 Customer Service suitable for beginners?

Yes, beginners with basic business communication and customer support knowledge can learn Dynamics 365 CRM effectively. Practical training helps users understand CRM workflows and customer management operations.

4. What is case management in Dynamics 365 CRM?

Case management involves creating, assigning, tracking, and resolving customer issues and support requests within the CRM system. It helps organizations manage customer interactions systematically and improve response times.

5. What is omnichannel communication in Dynamics 365?

Omnichannel communication allows organizations to interact with customers through multiple channels such as email, chat, phone, and social media within a single platform. This improves customer engagement and support consistency.

6. Can Dynamics 365 automate customer service workflows?

Yes, Dynamics 365 supports workflow automation for ticket routing, approvals, notifications, escalations, and repetitive service tasks. Automation improves operational efficiency and reduces manual workload.

7. What is SLA management in Dynamics 365 CRM?

SLA (Service Level Agreement) management helps organizations track response and resolution times for customer support requests. It ensures customer service teams meet defined service standards and performance goals.

8. Can Dynamics 365 integrate with Microsoft applications?

Yes, Dynamics 365 integrates with Teams, Outlook, Excel, Power BI, SharePoint, and other Microsoft services. This integration improves communication, reporting, and centralized customer management.

9. Which industries use Dynamics 365 Customer Service?

Industries such as retail, healthcare, finance, telecommunications, IT, and e-commerce use Dynamics 365 CRM for customer support and relationship management. It supports enterprise-level customer service operations.

10. What career opportunities are available after learning Dynamics 365 CRM?

Career roles include CRM Consultant, Customer Service Executive, Dynamics 365 Functional Consultant, Support Analyst, CRM Administrator, and Business Analyst. Organizations seek professionals skilled in customer relationship management solutions.

11. Is Dynamics 365 Customer Service certification useful for jobs?

Yes, certification improves opportunities in CRM consulting, customer service management, support operations, and enterprise business solutions roles. Employers value certified CRM professionals for implementation and support projects.

12. What is the future scope of Dynamics 365 CRM?

The demand for CRM platforms and customer experience management solutions continues to grow globally. Organizations increasingly invest in digital customer engagement systems. Dynamics 365 CRM expertise offers strong long-term career opportunities.