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MB-230 Microsoft Dynamics 365 Customer Service

Learn the skills you need to become a Dynamics 365 Customer Service Functional consultant from a top industry expert, and take your MB-230 certification with confidence.


Microsoft Dynamics 365 Customer Service is a Customer Relationship Management app designed to empower support customer success teams. Using tools such as automatic case creation and queue management, it frees up the customer service team’s time to dedicate it where they can have a greater impact, directly with the customers.

This course will teach you how to support organizations to implement and customise Dynamics 365 Customer Service.

Microsoft Dynamics 365 Customer Service MB-230

General Info

Delivery Options



Book a Seat


Course Outcomes

After completing this course, you will be able to:

• Install and configure the customer service app
• Identify common customer service scenarios
• Complete a case resolution process
• Analyze customer service data
• Automate case management record processing
• Create and use knowledge articles
• Create and use entitlements and service level agreements
• Work with Omnichannel
• Work with Connected Customer Service
• Work with Customer Service Scheduling
• Work with Customer Service Insights

Audience Profile

  • Microsoft Dynamics 365 Customer Engagement Functional Consultants, Solution Architects and Business Analysts who are looking to learn about the Customer Service module of Microsoft Dynamics 365 and/or to take the MB-230 certification exam.
  • Functional Consultants experienced with a different CRM system who wish to train into Dynamics 365 Customer Service.
  • Customer Service professionals with experience using Dynamics 365 customer service, who wish to become Functional Consultants.


Students should first take the course: MB-910 Dynamics 365 Fundamentals (Customer Engagement) or have equivalent practical knowledge.

Course Type

Virtual, instructor-led training – 5 half-days – 20 hours in total.


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Includes Our Certification Pass Package

  • Practice Test
  • Exam Voucher with Free Retake
  • 3 months access to the class recordings
Group Registration Discount
Applies to courses that are not already discounted

If you are looking to train several team members on the same course, we offer a discount for group registrations:

10% off for 2 seats or more

Contact to register several attendees at the same time.

Choose Your Preferred Delivery Type

Classroom or Virtual Delivery

Join one of the courses in our open schedule. Check the date list and book your seat.

→ Instructor-led deliveries

→ Optimal group size

→ Lab support and help

Private Session for Your Team

If you’re looking to train several team members on this course, why not organize a private session?

→ Delivery at your site or virtually

→ Personalized delivery style

→ Pick the dates you want

MB-230 Microsoft Dynamics 365 Customer Service

Agenda Overview

Module 1 – Customer Service Overview

Module 2 – Case Management

Module 3 – Service Level Agreements and Entitlements

Module 4 – Knowledge Management

Module 5 – Omnichannel

Module 6 – Customer Service Scheduling

Module 7 – Connected Customer Service

Module 8 – Customer Service Insights

Download Detailed Course Description

Book a Seat

Pick a date you like and book your seat! All sessions include our Certification Pass Package.


Practice Test

Exam Voucher with Free Retake


3 Months Access to Recordings

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06 Jun. 2022 to 10 Jun. 2022 01:00 PM - 05:00 PM BST




06 Jun. 2022 to 10 Jun. 2022 02:00 PM - 06:00 PM CEST




06 Jun. 2022 to 10 Jun. 2022 08:00 AM - 12:00 PM EDT




06 Jun. 2022 to 10 Jun. 2022 03:00 PM - 07:00 PM EEST




06 Jun. 2022 to 10 Jun. 2022 02:00 PM - 06:00 PM SAST




By registering to this course, you agree to our T&Cs and Refund Policy.


What People Say About Our Courses

“365 Talent Portal have played a huge part in our UK Training Days series and I couldn’t recommend the team and their pool of consultants enough!

They have continuously provided a high calibre of trainers who have a deep technical understanding of Dynamics 365 and Power Platform, this has shone through at all events they have been a part of.

Extremely professional, reliable and knowledgeable!”



Annabelle Coyne 

Events Manager

Microsoft UK

“We are delighted to work with 365 Talent Portal. Their community of consultants is highly valuable to Microsoft and we are excited to use them for our training and other global initiatives.”


Daniel Wollman

Senior Business Programs and Operations Manager

Microsoft Corporation, USA

“The training concept was great, the labs were working fine, the trainer was super helpful, I am happy with all the segments.”

Valerija Petrovic


in service of Microsoft Hrvatska

“The trainer was well prepared and has very good presentation skills. He was working very hard to be interactive with the audience, which is hard with the online format.”

Mate Mayer


at Microsoft Hungary

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USA: +1 415 800 4263

UK: +44 2071 931 455

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