MB-230: Implement customer service solutions using Microsoft Dynamics 365 Customer Service

MB-230 Course: Implement customer service solutions using Microsoft Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service offers any organization an opportunity for customer success. Using tools like automatic case creation and queue management will save you time to dedicate to operations that will have a greater impact on your customers. Join our teams of globally recognized experts who will guide you step by step through case creation, customer interaction, and case resolution. Once these cases are resolved, you can consult data analysis to obtain key details that will allow you to resolve similar cases more quickly or prevent new problems entirely.

Virtual course with certification exam included as a gift. Don't miss this opportunity! The exam is valued at €126 + VAT and is included at no additional cost.

Promotion valid until December 31, 2026. One-attempt exam available only in Virtual - Teletraining mode. Not applicable to Self-Learning mode.

Level: Intermediate - Product: Dynamics 365 - Role: Functional Consultant

Dynamics 365 Customer Service - Microsoft Certification - Customer Service - Case Management - Service Automation - CRM Dynamics 365 - Technical Support - Official Microsoft Training

Course intended for

A Dynamics 365 Customer Service functional consultant is responsible for conducting 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, applications, and service integrations.

Elements of MB-230 training

• Work with cases in Dynamics 365 Customer Service (7 modules)
• Work with entitlements and service level agreements in Dynamics 365 Customer Service (2 modules)
• Work with knowledge management solutions in Dynamics 365 Customer Service (2 modules)
• Help service representatives be more productive in Dynamics 365 Customer Service (7 modules)
• Route and distribute work in Dynamics 365 Customer Service (4 modules)
• Connect and interact with customers with Omnichannel for Dynamics 365 Customer Service (7 modules)
• Create surveys with Dynamics 365 Customer Voice (6 modules)
• Get started with Dynamics 365 Customer Service scheduling (2 modules)
• Work with Customer Service Insights (2 modules)

MB-230 Course Content: Implementing Customer Service Solutions using Microsoft Dynamics 365 Customer Service

Module 1: Work with Cases (Case Management)

• Fundamental concepts of the case.
  
• Case creation and lifecycle.
  
• Case resolution, reactivation, and closure.
  
• Working with queues and basic routing.
  
• Basic routing rules.
  
• Merging duplicate cases (Case merge).

LABS / Simulations:

• Manage customers and activities
  
• Manage cases and basic case processing

Module 2: Entitlements and Service Level Agreements (SLAs)

• Definition of entitlements.
  
• Types of entitlements and application.
  
• Entitlement templates.
  
• SLA and KPI configuration.
  
• Activation and tracking of SLAs within cases.

LAB / Simulation:

• Work with entitlements and service level agreements

Module 3: Knowledge Management

• Create and manage knowledge articles.
  
• Major and minor versioning.
  
• Publication, approval, and lifecycle.
  
• Embedded Knowledge Search in cases and other tables.
  
• Using articles to resolve cases.

LABS / Simulations:

• Create and configure knowledge
  
• Use knowledge articles to resolve cases

Module 4: Customer Voice – Surveys and Feedback

• Create a survey project.
  
• Create surveys and define question structure.
  
• Send surveys (email, Power Automate, embedded).
  
• Automation of survey sending.
  
• Analyze responses and measure satisfaction.

LABS / Simulations:

• Create surveys with Customer Voice
  
• Send Customer Voice surveys
  
• Automate surveys with Power Automate

Module 5: Service Scheduling

• Introduction to Customer Service Scheduling.
  
• Configuration of services and resources.
  
• Assignment and scheduling of appointments using URS.
  
• Definition of times, durations, and availability.

LABS / Simulations:

• Configure Customer Service Scheduling
  
• Schedule services with URS

Module 6: Customer Service Workspaces

• Multi-session experiences.
  
• Agent dashboard and session navigation.
  
• Organize work, activities, and conversations.
  
• App Profile Manager: customization and profiles for agents.

LAB / Simulation:

• Customer Service workspace: manage sessions and productivity

Module 7: Agent Productivity – Agent Scripts and Smart Assist

• Creation and use of agent scripts.
  
• Step sequences, macros, and task automation.
  
• Using Smart Assist for real-time recommendations.
  
• AI suggestions: articles, similar cases, next steps.

LAB / Simulation:

• Agent scripts & Smart assist simulation

Module 8: Omnichannel for Customer Service

• Digital channels: chat, voice, SMS, social media.
  
• Real-time conversation management.
  
• Agent experience in Omnichannel.
  
• Monitoring, interruptions, and work reassignment.
  
• Supervisor metrics.

LABS / Simulations:

• Manage cases in Omnichannel
  
• Omnichannel conversation handling simulation

Module 9: Routing and Work Distribution (Unified Routing)

• Unified routing configuration.
  
• Advanced routing rules.
  
• Intelligent work assignment.
  
• Agent capacity and capacity profiles.
  
• Skills-based routing.
  
• Integration with "Bookable Resource" when required.

LAB / Simulation:

• Unified routing: configure routing rules and workstreams

Module 10: Analytics, Insights, and Power BI

• Customer Service Insights.
  
• Key service KPIs and dashboards.
  
• AI analytics in Dynamics 365 Customer Service.
  
• Integration with Power BI.
  
• Embedding Power BI dashboards (personal and system).

LAB / Simulation:

• Work with insights and analytics

Module 11: Connected Customer Service (Azure IoT)

• Connected service concepts.
  
• Integration with Azure IoT Hub / IoT Central.
  
• Registration and management of IoT devices.
  
• Key tables: Customer Asset, IoT Device, IoT Alert, Commands.
  
• Case study: activate alerts and manage devices from Customer Service.

LAB / Simulation:

• Connected Customer Service (IoT onboarding & alert handling)

Module 12: Extending Customer Service with Microsoft Power Platform

• Using Microsoft Dataverse to extend Customer Service.
  
• Canvas Apps embedded in Customer Service forms.
  
• Process automation with Power Automate.
  
• Create chatbots with Power Virtual Agents integrated into Customer Service.
  
• Portals (Customer Self-Service): case registration, knowledge, surveys.
  
• AI add-ins and modern agent experience.

LABS / Simulations:

• Embed a Canvas App in a model-driven app
  
• Automate Customer Service processes with Power Automate
  
• Integrate a Power Virtual Agents bot with Customer Service

Prerequisites

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

Language

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

Associated Microsoft Certification: Dynamics 365 Customer Service Functional Consultant Associate

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