Learning Plan Resources for Dynamics 365 Customer Service

Dynamics 365 Customer Service is a Microsoft business application that empowers companies to deliver end-to-end, self, assisted and onsite service across multiple channels. The role of customer service continues to evolve as organizations sell services around their products and provide break-fix support for their customers. This Customer Service application enables organizations to provide these personalized support services with a rich set of capabilities.

Below you will find content to assist in upskilling on Dynamics 365 Customer Service. Content is broken down as follows:

  • Keeping Up: latest information and resources to stay up to date
  • Fundamentals, Associate, Expert: content categorized with increased levels of complexity
  • Events: Partner on-demand readiness sessions
  • Community Resources: user groups, blogs, documentation
  • Certifications: relevant Microsoft exams or certifications

Additionally, some content may be mared with one or more icons:

  • ’$’ to indicate paid content
  • ‘3rd Party’ to indicate 3rd party content (not created by Microsoft)

TIP: Open resources below in a separate browser tab to remain on this Learning Plan page - Right-Click on link and open in new tab.

Keeping Up

Dynamics 365 and the Power Platform deploys two release waves per year to all customers and partners. Release wave 1 covers features releasing from April through September. Release wave 2 covers features releasing from October through March.

Fundamentals

Associate

Expert

Events

Community Resources

Certifications

Practice Maturity Model

Ordered by entry level features, advanced features, and innovative features.

Customer Service Maturity Model

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