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MB-230T01: Microsoft Dynamics 365 Customer Service Training


MB-230T01: Dynamics 365 for Customer Engagement for Customer Service Training is developed to help companies and organizations achieve customer success.

  • Accredited By : Microsoft Partner Logo
  • Category : Dynamics 365

Course Price : $1595 Per Participant

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 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.


Training Exclusives

  • 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.
Microsoft Course Microsoft Course


experience experience

Years of Experience

learners learners

Global Learners

What you will learn

  • green-tick Install and configure the customer service app
  • green-tick Identify common customer service scenarios
  • green-tick Complete a case resolution process
  • green-tick Analyze customer service data
  • green-tick Automate case management record processing
  • green-tick Create and use knowledge articles
  • green-tick Create and use entitlements and service level agreements
  • green-tick Work with Omnichannel
  • green-tick Work with Connected Customer Service
  • green-tick Work with Customer Service Scheduling
  • green-tick 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 the basics of customer service in Dynamics 365. We will install and configure the application as well as learn about security roles, related applications and analytics.


  • Lesson 1: Create case records
  • Lesson 2: Related service apps
  • Lesson 3: Analytics for service
  • Lesson 4: AI for service
  • Lesson 5: Configuring customer service
  • After completing this module, students will be able to:

  • Install and configure the customer service application.
  • Identify common customer service scenarios.
  • In this module you will learn how to open and resolve customer service cases, both manually and with automation.


  • Lesson 1: Case management overview
  • Lesson 2: Creating case records
  • Lesson 3: Queue management
  • Lesson 4: Case routing
  • Lesson 5: Resolving cases
  • After completing this module, you will be able to:

  • Open and resolve customer service cases.
  • Automate case creation and routing.
  • In this module you will learn how to define and use entitlements and entitlement templates as well as service level agreements and how these tools enable case resolution.


  • Lesson 1: SLA and entitlement overview
  • Lesson 2: Create and manage entitlements
  • Lesson 3: Create and manage SLAs
  • After completing this module, you will be able to:

  • Create and use service level agreements.
  • Create and use entitlements.
  • In this module you will learn how to create and use knowledge management. Additionally, you will learn the lifecycle of knowledge articles.


  • Lesson 1: Knowledge management overview
  • Lesson 2: Authoring and organizing
  • Lesson 3: Use knowledge content
  • Lesson 4: Manage knowledge content
  • After completing this module, you will be able to:

  • Create and manage knowledge content.
  • In this module, you will learn how to work with Omnichannel for Dynamics 365 Customer Service.


  • Lesson 1: Get Started
  • Lesson 2: Entity record routing
  • Lesson 3: Routing and work distribution
  • Lesson 4: Configure message channels
  • Lesson 5: Deploy chat widgets
  • Lesson 6: Create smart assist solutions
  • Lesson 7: Integrate a Power Virtual Agents bot
  • Lesson 8: Productivity tools
  • In this module, you will learn how to use the Customer Service Scheduling feature in Dynamics 365 Customer Service


  • Lesson 1: Getting Started with Customer Service Scheduling
  • Lesson 2: Configure Customer Service Scheduling
  • Lesson 3: Defining and working with bookable resources
  • Lesson 4: Working with services
  • Lesson 5: Working with fulfillment preferences
  • Lesson 6: Scheduling service activities
  • Lesson 7: Rescheduling service activities and substituting resources
  • In this module, you will learn how to use Dynamics 365 Connected Customer Service to take data and help execute actual business actions on the data.


  • Lesson 1: Getting started with Connected Customer Service
  • Lesson 2: Registering devices
  • Lesson 3: Device management and interaction
  • Lesson 4: IoT alerts and sending commands
  • 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?

    • Exam PL-200
    • Exam MB-230

    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.

    Certification Details

    Dynamics 365 Customer Service Functional

    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:

    Step 3: Take this exam and get certified.

    • Exam PL-200
    • Exam MB-230


    Who Should Attend?

    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.


    Skills Measured

    • Manage cases and knowledge management
    • Manage queues, entitlements, and service-level agreements
    • Implement scheduling
    • 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
    • Manage solutions


    Certification Latest Updates

    Microsoft Recertification Update:

    1. Previously, Microsoft role-based and specialty certifications were valid for two years.
    2. Starting June 2021, certifications are valid for one year, but they can be renewed online for free at Microsoft Learn.
    3. 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.
    4. 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.

    Course Details

    • cert cert-green
      Certification: YES
    • skill skill-green
      Skill Level: Intermediate
    • enroll enroll-green
      Enrolled: 1452
    • duration duration green
      Duration: 3 Days

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