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MB-230T01: Dynamics 365 for Customer Engagement for Customer Service Training


Dynamics 365



Course Description

MB-230T01: Dynamics 365 for Customer Engagement for Customer Service Training is developed to help companies and organizations achieve customer success. It teaches how to set-up and configure the customer service application and recognize general customer service situations. This technical course also helps in gaining a better understanding of various tools, such as queue management and automatic case creation. It guides through the building and utilizing knowledge articles and finishing a case resolution process. This training program is very comprehensive, which makes it ideal for individuals who are preparing for Exam MB-230: Dynamics 365 for Customer Service. By the end of this technical course, professionals will be able to automate case management record processing, assess customer service insights, and build and utilize service level agreements.

This training is designed based on the objectives of the course variant MB-230T01-A.

  • Installing and configuring the customer service app
  • Identifying common customer service scenarios
  • Completing a case resolution process
  • Analyzing customer service data
  • Automating case management record processing
  • Creating and using knowledge articles
  • Creating and using service level agreements and entitlements
Who Should Attend?

This training is aimed at professionals who want to become Dynamics 365 Customer Engagement Functional Consultants. A functional consultant is responsible for configuring applications and solutions, determining, and translating requirements, discovering, engaging stakeholders and subject matter experts. They are also responsible for implementing a suitable solution using service and application integrations, codeless extensibility, and unique capabilities.


This course is designed for persons who are aspiring to the Microsoft 365 Enterprise Admin role and have completed one of the Microsoft 365 workload administrator certification paths.

Course Details
  • Start Date: Apr 30, 2021
  • Duration: 1 Day
  • Skill Level: Intermediate
  • More Schedules: Click
  • Certification: YES
  • Enrolled: 1452
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