Skip to navigation Skip to content

Tech Insights 5 min read

Improve Your Team’s Qualification With Dynamics 365 Customer Service Training

Customer service is an integral part of any business. Companies have rightfully understood the significance of technology-driven customer support service and use various tools like the Microsoft 365 suite of products to enhance this essential business operation. But all technologies come with a learning curve. Even the most advanced AI-based customer service platforms would require manual intervention for optimized processes and enhanced customer experience.

So training your customer service personnel on the workings of such advanced tools and technology will go a long way in achieving a higher level of customer satisfaction and improved ROI. Training would include teaching skills, testing competencies, identifying areas of improvement, and making the most out of the Microsoft Dynamics 365 platform.

Here is a brief account of the Microsoft Learn platform, specifically regarding Dynamics 365 Customer Service training.

Microsoft Learn Dynamics 365 Customer Service Training – What Is It?  

Microsoft Learn Dynamics 365 Customer Service Training is a specialized training aimed at honing customer service skills and mastering the Microsoft 365 Customer Service platform. This learning platform provides a streamlined course planning and the path to help customer service professionals learn any related topics in their own schedule and get the relevant certifications.

The training is imparted via an interactive, hands-on approach like live TV and recorded events. Users can go at their own pace and get in-depth information on any topic via well-designed learning paths and modules.

Product Lines

The two most significant product lines from the Microsoft learn Dynamics 365 Service Training are:

  • Customer Service

These modules focus on learning about the best ways to use the Dynamics 365 tools to optimize customer service operations further.

  • Customer Service Insights

These learning paths and modules focus on deriving business intelligence and AI-powered insights into customer behavior to find better ways to enhance the customer experience further.

Dynamics 365 Customer Service Training Roles

Customer Service Training can be organized into learning paths and modules catering to the needs based on the roles and levels of the employee under concern. The roles are explained below:


Employees who are in charge of implementing, managing, and monitoring the company’s cloud services and solutions

AI Engineer

AI engineers are experts in machine learning and knowledge mining solutions who try to find innovative solutions to discover emerging trends and stay ahead of the competition.

App Maker

Low code app developers who focus on simplifying business operations.

Business User

Employees and stakeholders who drive the decisions behind moving the business operations towards achieving the company goal and vision.

Data Analyst

Data specialists who work on building data models and derive meaningful business insights.

Data Engineer

Data engineers responsible for the execution, monitoring, and managing of data solutions to enhance the efficiency of business operations.

Data Scientist

Similar to data analysts, data scientists develop data solutions to satisfy complex business needs. They focus on big data, social science, and cloud-based technologies to further enhance their data-driven solutions.


Developers are responsible for designing, implementing, and maintaining software applications that make the best use of available technology for commercial gain.

DevOps Engineer

They are responsible for supervising software and product releases and relevant process cycles for continuous business value delivery.

Functional Consultant

Consultants provide insights into the latest technology solutions and help other business professionals and executives to find the right solutions to meet their needs.

Security Engineer

Security experts responsible for the design, implementation, and upkeep of security protocols, access control, and data protection measures.

Solutions Architect

Solutions architects are technical experts who find ways to provide integrated solutions to optimize the available technologies and software solutions.


A student can be anyone who wants to start with the customer service training and the practical skills required to excel as a service professional. They get access to fun and interactive modules and paths.

Dynamics 365 Customer Service Training Levels

The level of training Dynamics 365 Learning platform can vary depending on your role and level of expertise. You can browse through various learning paths and modules based on their level of difficulty, from Beginner to Advanced.

Dynamics 365 Customer Service Training: Types Of Training

As mentioned earlier, the Microsoft 365 Leading platform provides two modes of training that you can choose to go with.

Learning Path

The learning path is a streamlined set of courses that takes you through a particular topic in depth. For instance, if you want in-depth training into the Microsoft 365 security features, you can select that topic and take up a customized path that consists of various modules of increasing difficulty on that topic. A path shows you a way to increase your expertise in a particular topic incrementally.


Modules are standalone courses that you can choose based on the topic, level of expertise, role, course duration, and more. Each module delivers content specific to a topic.

Let us give a sample learning path specific to customer service training.

When you browse through the Learning platform for Customer Service and Customer Service Insights under Dynamics 365, you get up to 45-course modules. Each module is listed in terms of popularity, and you can add them to your roster.

For getting the list of paths available, you can choose the type of course as learning paths. For instance, the Introduction to Dynamics 365 Customer Service learning path takes you through about ten units to get a deeper understanding of the overall customer service tools and technology you can use with Microsoft Dynamics 365.

You can choose your learning path and modules to suit your needs, desired level of difficulty, and the specific roles you want to excel in.

Dynamics 365 Customer Service Training Certifications

To go further in your Dynamics 365 Service Training, you can go ahead and try out the customer service certifications, which can stand testimony to your acquired skills and technical expertise.

Certification courses, too, can be selected based on your roles and requirements. These certifications can be used as a prerequisite to qualify for many technical job roles. You will have to take up a series of exams to earn the certificates. Certifications can be classified as:

  • Fundamentals

These focus on beginner level expertise on Microsoft 365 tools and technology. They are often preferred by professionals looking for a career change or wanting to get knowledge on the basics of the Microsoft 365 platform to further shine in their career.

  • Role-based

These certifications are used to learn role-based skills that bring value to actual business operations.

  • Additional certifications

More specialized certifications like Microsoft Certified Educator and Microsoft office technical certifications come under this criterion.


Additional knowledge and continued enrichment of skills are necessary to keep going ahead in your career. Get to know how you can find the best learning paths and abilities. Gestisoft offers Dynamic 365 CRM training and marketing training and gives the right guidance and training to improve and optimize your marketing operations.

Liked what you just read? Sharing is caring.

December 14, 2020 by Frédéric Charest VP of Marketing

Data-driven Growth Marketer with a Passion for SEO - Driving Results through Analytics and Optimization