MB-230T01: Microsoft Dynamics 365 Customer Service Training

MB 230T01: Microsoft Dynamics 365 Customer Service Training is aimed at helping organizations and companies achieve consumer success. This program provides a core understanding of using and customizing Dynamics 365 Customer Service Application.

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Course Overview

MB 230T01: Microsoft Dynamics 365 Customer Service Training is developed in the favour of companies and organizations in order to achieve success for their consumers. This course teaches how to set up and configure the 365 Customer Service Application while recognizing general consumer service situations.

This technical training helps in gaining a core understanding of multiple tools, such as queue management and automatic case creation. It also guides through the building and utilizing knowledge articles and finishing a case resolution process.

Being part of this comprehensive training prepares an individual for Exam MB-230: Dynamics 365 for Customer Service.

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

Mode of Training

🏫 Classroom 💻 Live Online 🧪 Blended 👨‍👩‍👧‍👦 Private Group

Upcoming Schedules

Start Date	Time	Duration	Mode	Price
Dec 02, 2025	9:00 am - 5:00 pm EST	4 Days	online	$2529	GTR
Dec 16, 2025	9:00 am - 5:00 pm EST	4 Days	online	$2529	GTR

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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
Working with the cases of Dynamics 365 Customer Service
Use of connected customer service with Dynamics 365
Working with a Knowledge management solution in Dynamics 365

Who Should Attend This Course?

Any professional who is aspiring to become a Dynamics 365 Customer Engagement Functional Consultant.
Given a functional consultant is responsible for configuring applications and solutions while determining and translating requirements.
They are also responsible for discovering and engaging stakeholders and subject matter experts.
Given below are professionals who can use Microsoft Dynamics 365 Customer Service Training to upskill their current positions:
- IT Professionals
- Technical support personals
- Customer Service Representatives (CSRs)
- Business Analysts
- Customer Service Managers
- Service Strategy Analysts
- Marketing Professionals

Prerequisites

This course is designed for functional consultants working with dynamics 365 Customer Service, or functional consultants who work with other Dynamics 365 apps.
As a learner this course will help professionals to enhance their knowledge of customer service.

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📘 MB-230T01: Microsoft Dynamics 365 Customer Service Outline

Get started with Dynamics 365 Customer Service
Managing cases with Dynamics 365 Customer Service Hub
Manage cases with Dynamics 365 Customer Service workspace
Use Microsoft Dynamics 365 Customer Service queues to manage case workloads
Service representative collaboration in Dynamics 365 Customer Service
Create or update records automatically in Customer Service Hub

Work with service-level agreements in Dynamics 365 Customer Service
Create and manage entitlements in Microsoft Dynamics 365 Customer Service

Create knowledge management solutions in Dynamics 365 Customer Service
Search and filter knowledge articles by using Dynamics 365 Customer Service
Use knowledge articles to resolve Dynamics 365 Customer Service cases

Create custom experiences for service representatives with agent experience profiles in Customer Service
Enhance agent productivity with Customer Service workspace
Manage cases with Dynamics 365 Customer Service workspace
Enhance service representative productivity and personalization in Omnichannel for Customer Service
Enhance service representative productivity and personalization in Customer Service Hub
Get started with Dynamics 365 Productivity Tools
Create smart assist solutions in Omnichannel for Dynamics 365 Customer Service

Get started with unified routing for Dynamics 365 Customer Service
Route and distribute work with unified routing in Dynamics 365 Customer Service
Use skill-based routing in Dynamics 365 Customer Service
Entity record routing with Omnichannel for Dynamics 365 Customer Service

Get started with Omnichannel for Customer Service
Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
Deploy a Voice channel in Dynamics 365 Customer Service
Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service
Deploy social messaging channels in Omnichannel for Dynamics 365 Customer Service
Deploy social messaging channels in Omnichannel for Dynamics 365 Customer Service
Integrate a Microsoft Copilot Studio copilot with Omnichannel for Customer Service

Create a survey project with Dynamics 365 Customer Voice
Create customer surveys with Dynamics 365 Customer Voice
Send Dynamics 365 Customer Voice surveys
Automate Dynamics 365 Customer Voice surveys with Power Automate
Embed surveys in your website with Dynamics 365 Customer Voice
Create customer Power BI reports in Dynamics 365 Customer Voice

Set up Customer Service scheduling
Schedule services with Customer Service scheduling

Get started with Customer Service Insights
Create visualizations for Dynamics 365 Customer Service

Get started with Connected Customer Service for Dynamics 365 and Azure IoT
Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT