Transform customer experiences with AI in Dynamics 365 apps

Module
7 Units

Intermediate

Business User

Functional Consultant

Dynamics 365

Sales

Dynamics 365 customer engagement apps give your organization the tools to deliver standout customer experiences—from first contact to long-term loyalty. In this module, explore how Sales, Customer Service, Contact Center, Customer Insights, and Field Service work together on a shared platform, and how AI features like Copilot and AI agents help your teams act on insights, automate routine work, and focus on what matters most.

Learning objectives

This module explains the following concepts:

How Dynamics 365 customer engagement apps work together to support end-to-end customer experiences
How Copilot and AI agents help sellers, customer service representatives, and field technicians work more effectively
How Microsoft approaches responsible AI and what that means for your data and your customers

Prerequisites

None

Introduction min
Dynamics 365 customer experience apps in an organization’s journey min
Work with the other Dynamics 365 apps as part of a customer engagement solution min
Explore AI components in Dynamics 365 apps min
Use AI responsibly with Dynamics 365 min
Module assessment min
Summary min

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