Course Overview
Microsoft Dynamics 365 Omnichannel for Customer Service is a modern engagement platform that enables organizations to connect with customers through multiple communication channels such as Live Chat, WhatsApp, SMS, Facebook Messenger, Microsoft Teams, and more from a single unified interface.
This comprehensive training program is designed to provide end-to-end knowledge of Omnichannel for Dynamics 365 Customer Service. Participants will learn how to configure, manage, and optimize Omnichannel capabilities, including Workstreams, Queues, Unified Routing, Agent Experience, Chat Widgets, Productivity Tools, and Customer Engagement features.
The training focuses on real-world implementation scenarios, best practices, hands-on exercises, and enterprise-level use cases to ensure participants gain practical experience that can be applied immediately in customer projects.
Audience
This training is ideal for:
• Dynamics 365 Customer Service Consultants
• Power Platform Consultants
• CRM Functional Consultants
• Technical Consultants and Developers
• Solution Architects
• Dynamics 365 Administrators
• Business Analysts
• Customer Service Managers
• Support Team Leads
• Project Managers working on Customer Service implementations
• Professionals looking to build expertise in Omnichannel and Customer Engagement solutions
Whether you are implementing Omnichannel for a client, supporting an existing solution, or looking to expand your Dynamics 365 skill set, this course will provide the practical knowledge required for success.
Pre‑requisites
To get the maximum benefit from this training, participants should have:
• Basic understanding of Microsoft Dynamics 365 Customer Service
• Familiarity with Power Platform fundamentals
• Basic knowledge of Dataverse concepts
• Understanding of customer service processes and case management
• Basic navigation experience within Dynamics 365 applications
Prior Omnichannel experience is not required. The course starts with foundational concepts and gradually progresses to advanced configurations and real-world implementation scenarios.
Key Benefits
Practical Integration: Learn how Azure Functions extend Power Platform capabilities with real‑world use cases.
Career Advancement: Gain in‑demand skills in serverless computing and cloud automation.
Expert‑Led Training: Learn directly from seasoned professionals with deep industry expertise.
Hands‑On Projects: Work on scenarios that mirror enterprise challenges and solutions.
Future‑Ready Skills: Position yourself as a Power Platform + Azure specialist, opening doors to advanced roles and global opportunities.
Enrollment Form
If you have no pending queries and feel confident after completing the trainer assessment session and reviewing earlier batch recordings, please proceed by filling out the form below to officially enroll in the SRNTS Training Program.
💬 Need Assistance?
If you have any questions about the training program or the enrollment process, our support team is here to help. You can reach us through the following channels:
📱 WhatsApp Chat – Quick and convenient messaging support
📞 Direct Call – Speak with our team instantly
📧 Email Support – Get detailed assistance via mail