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 helps you prepare for the "Exam MB-230: Microsoft Dynamics 365 Customer Service".
This training is designed based on the objectives of the course variant MB-230T01-A.
Live instructor-led interactive sessions with Microsoft Certified Trainers (MCT).
Access to Microsoft Official Courseware (MOC).
Real-time Virtual Lab Environment.
Experience 24*7 Learner Support.
Self-paced learning and flexible schedules.
Years of Experience
What you will learn
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
This course is designed for functional consultants working with Dynamics 365 Customer Service, or functional consultants who work with other Dynamics 365 apps who want to expand their knowledge of Customer Service.
Who should attend this course?
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, and discovering, and 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.
Microsoft Learning Partner
Microtek Learning is a Microsoft Certified Partner for Learning Solutions. This
class uses official Microsoft courseware and will be delivered by a Microsoft
Certified Trainer (MCT).
Oops! For this course, there are currently no public schedules available. Clicking on "Notify Me" will allow you to express your interest.
For dates, times, and location customization of this course, get in touch with us.
You can also speak with a learning consultant by calling 800-961-0337.
In this module, you will learn how to work with Customer Service Insights to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.
Lesson 1: Get started with Customer Service Insights
Lesson 2: Work with Customer Service call insights
What Exam Do I Need To Get Certified?
About the Certifications
Earning a MS Certified Dynamics 365 Customer Service Functional Consultant Associate Certification demonstrates the knowledge and proficiency to build CX solutions that are agile, rapid, and leverage AI to drive actionable insights that foresee user needs. Dynamics 365 Sales Functional Consultants execute actions and solutions that plan and anticipate customer connections, maintain deals through processing & closing, and accelerate the performance of sales team using data analytics.
The aspiring candidates should have strong applied knowledge meeting user needs through the Dynamics 365 Customer Service, counting deep knowledge of cases, queues, entitlements, knowledge base, visualizations, SLAs (Service Level Agreements), and USD (Unified Service Desk).
Note: PL-200 is also one of the four exams required for completing Microsoft Certified: Dynamics 365 Sales Functional Consultant Associate, Dynamics 365 Marketing Functional Consultant Associate, Dynamics 365 Field Service Functional Consultant, Power Apps + Dynamics 365 Developer certifications.
Step 1: Review the skills and knowledge required to certify.
Step 2: Recommended training for Microsoft Certified Dynamics 365 Customer Service Functional Consultant Associate Certification:
The target audience for this certification are Dynamic 365 Customer Engagement Functional Consultants who hold the responsibility in engaging SME's, capturing needs, performance innovation, translating necessities and configuration of solutions along with applications.
Manage cases and knowledge management
Manage queues, entitlements, and service-level agreements
Implement Omnichannel for Customer Service
Manage analytics and insights
Implement Customer Service workspaces
Implement Microsoft Power Platform
Implement Connected Customer Service
Configure Microsoft Dataverse
Create apps by using Microsoft Power Apps
Create and manage Microsoft Power Automate
Implement Microsoft Power Virtual Agents chatbots
Integrate Microsoft Power Apps with other apps and services
Certification Latest Updates
Microsoft Recertification Update:
Previously, Microsoft role-based and specialty certifications were valid for two years.
Starting June 2021, certifications are valid for one year, but they can be renewed online for free at Microsoft Learn.
The renewal window begins six months before the cert expires. During this window, before the cert expires, you can take a free online assessment and get the cert extended by one additional year from the current expiration date.
Want the best of both worlds, old and new? Certifications earned before June 2021 will be valid for two years and eligible for the new renewal process.