MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant

A Dynamics 365 Customer Service Functional Consultant is responsible for performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. The Functional Consultant implements a solution using out-of-the-box capabilities, no-code extensibility, and application and service integrations.

• Introduction to Dynamics 365 Customer Service
• Case management with the Dynamics 365 Customer Service Hub
• Use Microsoft Dynamics 365 Customer Service queues to manage case workloads
• Automatically create or update records in the Customer Service Center
• Introduction to unified routing for Dynamics 365 Customer Service
• Create and manage entitlements in Microsoft Dynamics 365 Customer Service
• Create knowledge management solutions in Dynamics 365 Customer
• Use knowledge articles to resolve Dynamics 365 Customer Service cases
• 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
• Configure Customer Service scheduling
• Schedule services with Customer Service scheduling
• Improve agent productivity with Customer Service Workspace
• Create personalized agent experiences with the Customer Service App Profile Manager
• Introduction to Omnichannel for Customer Service
• Route and distribute work with unified routing in Dynamics 365 Customer Service
• Implement an SMS channel in the Omnichannel Platform for Dynamics 365 Customer Service
• Implement chat widgets with Omnichannel for Dynamics 365 Customer Service
• Create intelligent support solutions on the Omnichannel Platform for Dynamics 365 Customer Service
• Create visualizations for Dynamics 365 Customer Service
• Introduction to Connected Customer Service for Dynamics 365 and Azure IoT
• Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT
• Create custom apps for Dynamics 365 Customer Service
• Integrate a Power Virtual Agents bot with the Omnichannel Platform for Customer Service

Module 1: Working with Cases
In this module you will learn about working with Cases in Dynamics 365 Customer Service.
Lesson

• Lesson 1: Get started with Cases
• Lesson 2: Managing Cases
• Lesson 3: Use queues to manage case workloads
• Lesson 4: Create or update records automatically
• Lesson 5: Unified routing

After completing this module, students will be able to:

• Create and manage cases
• Work with queues and unified routing
• Create or update records automatically

Module 2: Work with entitlements and service level agreements
In this module you will learn how to create and manage entitlements and service level agreements
Lesson

• Lesson 1: Create and manage entitlements
• Lesson 2: Create and manage service level agreements

After completing this module, students will be able to:

• Create and manage entitlements
• Create and manage service level agreements

Module 3: Work with knowledge management
In this module you will learn how to create knowledge management solutions, and use knowledge articles to solve cases
Lesson

• Lesson 1: Create knowledge management solutions
• Lesson 2: Use knowledge articles to solve cases
• Lesson 3: Create and manage SLAs

After completing this module, students will be able to:

• Create and use knowledge management solutions
• Use knowledge articles to resolve cases

Module 4: Create surveys with Customer Voice
In this module you will learn how to engage with customers using Dynamics 365 Customer Voice
Lesson

• Lesson 1: Create a survey project
• Lesson 2: Create surveys
• Lesson 3: Send surveys
• Lesson 4: Automate surveys

After completing this module, students will be able to:

• Work with Dynamics 365 Customer Voice to send surveys to customers and collect feedback

Module 5: Schedule services
In this module, you will learn how to schedule services and resources using Customer Service Scheduling
Lesson

• Lesson 1: Configure Customer Service Scheduling
• Lesson 2: Schedule services

After completing this module, students will be able to:

• Schedule services and resources using Dynamics 365 Customer Service Scheduling

Module 6: Work with Dynamics 365 Customer Service workspaces
In this module, you will learn how to use Customer Service workspaces
Lesson

• Lesson 1: Enhance agent productivity
• Lesson 2: App profile manager

After completing this module, students will be able to:

• Use customer service workspaces to enhance agent productivity
• Use the profile manager app

Module 7: Omnichannel for Dynamics 365 Customer Service
In this module, you will learn how to use Omnichannel for Dynamics 365 Customer Service
Lesson

• Lesson 1: Getting started
• Lesson 2: Routing and work distribution
• Lesson 3: Deploy an SMS channel
• Lesson 4: Deploy chat widgets
• Lesson 5: Create smart assist solutions

After completing this module, students will be able to:

• Work with Omnichannel for Dynamics 365 Customer Service

Module 8: Manage analytics and insights
In this module, you will learn how to work with insights in Customer Service to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.
Lesson

• Lesson 1: Get started
• Lesson 2: Create visualizations

After completing this module, students will be able to:

• Work with insights in Customer Service to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.
• Create visualizations in Customer Service

Module 9: Connected Customer Service
In this module, you will learn how to use Connected Customer Service to proactively handle customer service scenarios
Lesson

• Lesson 1: Getting started
• Lesson 2: Registering and managing devices

After completing this module, students will be able to:

• Work with Connected Customer Service
• Register and manage devices

Module 10: Implement Microsoft Power Platform
In this module, you will learn how to work with the Microsoft Power Platform to enhance your Dynamics 365 Customer Service solution
Lesson

• Lesson 1: Create custom apps
• Lesson 2: Integrate to Power Virtual Agents bot

After completing this module, students will be able to:

• Create custom apps in Microsoft Power Platform for your Customer Service solution
• Integrate to Power Virtual Agents bot

This course is designed for functional consultants working with Dynamics 365 Customer Service , as well as functional consultants working with other Dynamics 365 applications who want to expand their Customer Service knowledge.

• Course: English / Spanish
• Labs: English / Spanish

Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate

Improve business processes for customer service functions, such as automatic case creation and queue management, with Microsoft Dynamics 365 Customer Service.

Level: Intermediate
Role: Functional Consultant
Product: Dynamic 365
Subject: Business applications