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


What MB-230T01: Dynamics 365 for Customer Engagement for Customer Service training is all about?

The Microsoft Dynamics 365 for Customer Service training is specially designed for organizations to amp up their customer success rate. With an array of tools such as queue management and automatic case creation, you can save time and dedicate it to deliver better services to your customers.

With this training, we aim to bridge the gap between organizations and their customers. This course also helps professionals prepare for the MB-230: Dynamics 365 for Customer Service Exam and helps them earn Microsoft Certified Dynamics 365 for Customer Service Functional Consultant Associate certification.

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

1 SATV applicable


  • START DATE
  • CLASS TIMINGS
  • DELIVERY MODE
  • PRICE
  • ACTION
  • 08/18/2020
  • 9:00 am - 5:00 pm EST
  • $ 575
  • 09/22/2020
  • 9:00 am - 5:00 pm EST
  • $ 575
  • 10/27/2020
  • 9:00 am - 5:00 pm EST
  • $ 575
  • 11/09/2020
  • 9:00 am - 5:00 pm EST
  • $ 575
  • 12/14/2020
  • 9:00 am - 5:00 pm EST
  • $ 575
What are the course objectives for MB-230T01: Dynamics 365 for Customer Engagement for Customer Service training?
  • 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 MB-230T01: Dynamics 365 for Customer Engagement for Customer Service training?

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.

What is the course outline for MB-230T01: Dynamics 365 for Customer Engagement for Customer Service training?
  • 1. Customer Service Overview
  • a). Create case records
  • b). Related service apps
  • c). Analytics for service
  • d). AI for service
  • e). Configuring customer service
  • f). Module summary
  • 2. Case Management
  • a). Case management overview
  • b). Creating case records
  • c). Queue management
  • d). Case routing
  • e). Resolving cases
  • f). Module summary
  • 3. Service Level Agreements and Entitlements
  • a). SLA and entitlement overview
  • b). Create and manage entitlements
  • c). Create and manage SLAs
  • d). Module summary
  • 4. Knowledge Management
  • a). Knowledge management overview
  • b). Authoring and organizing
  • c). Use knowledge content
  • d). Manage knowledge content
  • e). Module summary
1 Day | $ 575
Enroll Now