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Customer Engagement
Guides, articles, certifications and recommended training for Customer Engagement.
Dynamics 365 Customer Engagement is Microsoft’s CRM suite for sales and service teams. It brings together Sales, Customer Service, Field Service and Customer Insights.
Certifications
- MB-230 Dynamics 365 Customer Service Functional Consultant Associate
Improve customer service operations with Microsoft Dynamics 365 Customer Service, including case management, queues, and automation.
Articles & guides
- Dynamics 365 + MCP Explained: Why Customer Service (and Sales) Agents Need Tool Access
What is Model Context Protocol in Dynamics 365, Customer Service MCP tools at GA, Sales MCP capabilities, and what to connect first in Copilot Studio.
- Sales Close Agent in Dynamics 365: Setup Guide (2026)
Microsoft's new Dynamics 365 Sales Close Agent works deals on its own. Learn the setup, prerequisites, security roles, costs and six mistakes to avoid.
- Dynamics 365 Customer Service Queues: What They Are and How Agents Use Them
What queues are in Dynamics 365 Customer Service, and how agents pick up, work, and release items so each case reaches the right person.
- Track work with Dynamics 365 Customer Service SLAs
How SLAs, KPIs, and timers work in Dynamics 365 Customer Service to hold cases to the response and resolution targets agents can see.
- Cases in Dynamics 365 Customer Service
How to create, track, and resolve cases in Dynamics 365 Customer Service, from first contact through resolution and case closure.
- How to Manage Opportunities in Dynamics 365 Sales
How to manage opportunities in Dynamics 365 Sales: pipeline stages, moving deals through the process, and closing opportunities as won or lost.