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MB-230 Microsoft Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service is designed to support customer success. Using tools such as automatic case creation and queue management, it frees up your customer service team’s time to dedicate it where they can have a greater impact, directly with the customers. This course will take you step by step from creating cases through interacting with customers to resolving those cases. Once you’ve resolved the cases, you can learn from data analysis the key details to help you resolve similar cases faster or avoid new issues altogether.

Microsoft Dynamics 365 Customer Service MB-230

General Info

Delivery Options




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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.


Prior knowledge of Microsoft Dynamics 365 or CRM/ERP systems.

Course Type

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



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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 5 to 9 seats
15% off for 10 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 Course Schedule

These are all our upcoming sessions for this course – pick a date you like and book your seat.

05 Apr. 2021 to 09 Apr. 2021 1 pm to 5 pm BST- [8 am to 12 pm EDT] –  [2 pm to 6 pm CEST]


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


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

Book a Seat

MB-230 Microsoft Dynamics 365 Customer Service

MB-230 Microsoft Dynamics 365 Customer Service

Virtual Instructor-led Course

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