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.

General Info
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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.
- 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.
Prerequisites
Students should first take the course: MB-910 Dynamics 365 Fundamentals (Customer Engagement) or have equivalent practical knowledge.
Virtual, instructor-led training – 5 half-days – 20 hours in total.
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$1,995.00
Includes Our Certification Pass Package
- Practice Test
- Exam Voucher with Free Retake
- 3 months access to the class recordings
Applies to courses that are not already discounted
If you are looking to train several team members on the same course, we offer a discount for group registrations:
10% off for 2 seats or more
Contact training@365talentportal.com to register several attendees at the same time.
Choose Your Preferred Delivery Type
Classroom or Virtual Delivery
→ Instructor-led deliveries
→ Optimal group size
→ Lab support and help
Private Session for Your Team
→ Delivery at your site or virtually
→ Personalized delivery style
→ Pick the dates you want
MB-230 Microsoft Dynamics 365 Customer Service
Agenda Overview
Module 1 – Customer Service Overview
Module 2 – Case Management
Module 3 – Service Level Agreements and Entitlements
Module 4 – Knowledge Management
Module 5 – Omnichannel
Module 6 – Customer Service Scheduling
Module 7 – Connected Customer Service
Module 8 – Customer Service Insights
Download Detailed Course Description
Book a Seat
Pick a date you like and book your seat! All sessions include our Certification Pass Package.
Practice Test
Exam Voucher with Free Retake
3 Months Access to Recordings
Click to change currency ($/€/£)
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