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AI for Sales, Service and Marketing Teams in Microsoft Dynamics

Microsoft Track · Certified Agentic AI Practitioner — Dynamics 365 Customer Engagement

The front office is where agents meet customers directly, which makes it the highest-visibility and highest-reputational-risk agent deployment in most organisations. This course covers the Dynamics 365 customer engagement agent estate across sales qualification and coaching, customer service case handling, voice agents and contact centre orchestration, field service, customer insights and campaign orchestration. It gives substantial weight to escalation and human handoff design, to Arabic and multilingual engagement, and to the consent and personalisation ethics that regional data rules now enforce.

15 modules

What you'll master

Learning objectives

01Redesign a customer-facing process around agentic execution with defensible escalation design
02Design human handoff that preserves context and does not frustrate the customer
03Deploy Arabic and multilingual customer engagement agents to an acceptable quality standard
04Apply consent, personalisation and regional data protection requirements to agent design
05Quantify expected movement in first-contact resolution, handle time, pipeline quality and satisfaction

Skills gained

Dynamics 365 SalesCustomer ServiceCustomer InsightsCopilot for Service

Curriculum

15-module program

Full curriculum in preparation

This course is being written now by the ITHR editorial team. Join the waitlist and we'll notify you the moment the full syllabus, hands-on labs, and certification exam are live. No enrollment is accepted until publication.