Partner Skilling Catalog

PSC

Build AI-first customer experience with Copilot and AI Agents in Dynamics 365

In this course, you will learn how Microsoft Dynamics 365, Copilot, and AI agents work together to transform sales and customer service operations. Participants will gain a technical understanding of Dynamics 365 capabilities, Copilot experiences, and autonomous agents that drive productivity, efficiency, and business outcomes across sales and service teams.

8 hours(Suggested: 2 days, 4h/day)TechnicalProject ReadyHands-on Labs

MS Course ID: 02023

Last Updated: Aug 31, 2026

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Target Audience

Sales Professionals, Customer Service Representatives, CRM Consultants, Business Analysts, Solution Architects

Pre-requisites

Dynamics 365 Customer Experience & Service products

Related Certifications

AB-250

MB-230

AB-210

Course Syllabus

Modules

Module 1 - Modernize customer support with Copilot and Agents in Dynamics 365 Customer Service and Service Agent
• Deliver AI-powered service with Copilot in Dynamics 365 Customer Service
• Enhance efficiency with autonomous agents
• Service Agent
Module 2 - Redefine Dynamics 365 Contact Center with Agents
• Work with Agents in the Contact Center
Module 3 - Deliver exceptional service with Copilot and Agents in Dynamics 365 Field Service
• Boost productivity with Copilot in Dynamics 365 Field Service
• AI agents in Dynamics 365 Field Service

120 mins

Lecture

Hands-on labs

• Setting up the lab environment
• Solve customer issues faster with Copilot in Dynamics 365 Customer Service
• Use Service Agent in Dynamics 365 Customer Service
• Build a Voice AI Agent for Dynamics 365 Contact Center
• Set up and use the Scheduling Operations Agent for Dynamics 365 Field Service

120 mins

Lab

Modules

Module 4 - Improve sales productivity with Copilot and Agents in Dynamics 365 Sales and Sales Agent
• Transforms the Dynamics 365 Sales experience
• AI Agents in Dynamics 365 Sales
• Sales Agent
Module 5 - Deliver personalized customer experiences with Copilot in Dynamics 365 Customer Insights
• Accelerate your marketing with Copilot in Customer Insights - Data
• Accelerate your marketing with Copilot in Customer Insights - Journeys
• AI Agents in Customer Insights

120 mins

Lecture

Hands-on labs

• Setting up the lab environment
• Compose emails, view email summary and opportunity summary in Outlook using Sales Agent
• Use the Sales Agent in Microsoft Teams and use the conversation
• Create segments with Copilot for Customer Insights - Data
• Design and style emails with AI-assisted themes using Copilot in Customer Insights - Journeys
• Create an AI-assisted customer journey with Copilot in Customer Insights - Journeys

120 mins

Lecture

What You'll Learn

Understand core concepts and best practices

Hands-on experience with real-world scenarios

Learn from certified Microsoft experts

Prepare for relevant certifications

Access to lab environments

Post-training support and resources

Course Details

Duration: 8 hours
Level: Intermediate
Role: Technical
Readiness Stage: Project Ready
Audience Segment: Enterprise
FY27 Key Workload (Core): D365 + Power Platform + Copilot Studio
Course Stage: Available
Hands-on Labs: Yes
Labs Platform: Skillable