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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.

Prerequisites for this training

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.

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, 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.


Aug 06, 2021
9:00 am - 5:30 pm EST

Aug 13, 2021
9:00 am - 5:30 pm EST

Aug 20, 2021
9:00 am - 5:30 pm EST

Aug 27, 2021
9:00 am - 5:30 pm EST
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What you will learn

  • 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

With Microtek Learning, you’ll receive:

  • Certified Instructor-led training
  • Industry Best Trainers
  • Official Training Course Student Handbook
  • Pre and Post assessments/evaluations
  • Collaboration with classmates (not available for a self-paced course)
  • Real-world knowledge activities and scenarios
  • Exam scheduling support*
  • Learn and earn program*
  • Practice Tests
  • Knowledge acquisition and exam-oriented
  • Interactive online course.
  • Support from an approved ITIL expert
  • For Government and Private pricing*
*For more details call: +1-800-961-0337 or email: info@microteklearning.com

Our Clients

For many years, Microtek Learning has been helping organizations, leaders, and professionals to reach their maximum performance by addressing the challenges they are facing.

  • 300+ enterprise clients
  • 100,000+ professionals trained
  • Service 70 of the Fortune 100
  • 96% of our clients would recommend us
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Trusted & Approved

Our courses are accredited by the authorized vendor.


Many Delivery Methods

Flexible delivery methods are available here.


High-Quality Resources

Resources are included for a comprehensive learning experience.


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.

  • Create case records
  • Related service apps
  • Analytics for service
  • AI for service
  • 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.

  • Case management overview
  • Creating case records
  • Queue management
  • Case routing
  • 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.

  • SLA and entitlement overview
  • Create and manage entitlements
  • 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.

  • Knowledge management overview
  • Authoring and organizing
  • Use knowledge content
  • 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.

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

  • Getting Started with Customer Service Scheduling
  • Configure Customer Service Scheduling
  • Defining and working with bookable resources
  • Working with services
  • Working with fulfillment preferences
  • Scheduling service activities
  • 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.

  • Getting started with Connected Customer Service
  • Registering devices
  • Device management and interaction
  • 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.

  • Get started with Customer Service Insights
  • Work with Customer Service call insights


    I was sceptical at first whether to enrol with Microtek Learning or not, however, I am glad that I did- I got everything that was promised (maybe more). The trainer was very patient and knowledgeable and with his effort and mine, I was able to clear the exam with ease! Keep up the good work everyone.



    • (5)

    I'm really impressed with the storytelling skills of the instructor. She makes the session exciting by keeping things simple and easy to understand.

    Prince N.


    • (5)

    I was recommended the ITIL 4 Foundation course by an IT professional who had completed the same course at Microtek Learning. The training gave me a thorough understanding of service management that I felt I could take back to my job as an IT Project Management and apply it to improve the value of products and services.

    Marsh George


    • (5)
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    Course Details

    • Start Date: Aug 06, 2021
    • Duration: 1 Day
    • Skill Level: Intermediate
    • Certification: YES
    • Enrolled: 1452
    • Price: $575
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