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 free up time for you to focus on operations that will have a greater impact on your customers. Join our team of globally recognized experts who will guide you step-by-step through case creation, customer engagement, and case resolution. Once cases are resolved, you can review the data analytics to gain key insights that will enable you to resolve similar cases faster or prevent future issues altogether.

Online course with a free certification exam included. Don't miss this opportunity! The exam is valued at €126 + VAT and is included at no extra cost.

Promotion valid until June 30, 2026. One-opportunity exam available only in Virtual - E-learning format. Not applicable to Self-Learning format.

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

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

Course aimed at

A Dynamics 365 Customer Service Functional Consultant is responsible for 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 the MB-230 formation

• Working with cases in Dynamics 365 Customer Service (7 modules)
• Working with rights and service level agreements in Dynamics 365 Customer Service (2 modules)
• Working with knowledge management solutions in Dynamics 365 Customer Service (2 modules)
• Help service representatives be more productive in Dynamics 365 Customer Service (7 modules)
• Routing and distributing work in Dynamics 365 Customer Service (4 modules)
• Connect and interact with customers using Omnichannel for Dynamics 365 Customer Service (7 modules)
• Create surveys with Dynamics 365 Customer Voice (6 modules)
• Getting started with Dynamics 365 Customer Service programming (2 modules)
• Working with Customer Service Insights (2 modules)

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

Module 1: Working with Cases (Case Management)

• Key concepts of the case.
  
• Case creation and life cycle.
  
• Resolution, reactivation and closure of cases.
  
• I work with queues and basic routing.
  
• Basic routing rules.
  
• Unification of 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 monitoring of SLAs within cases.

LAB / Simulation:

• Work with entitlements and service level agreements

Module 3: Knowledge Management

• Create and manage knowledge articles.
  
• Larger and smaller versions.
  
• Publication, approval, and lifecycle.
  
• Embedded Knowledge Search in cases and other tables.
  
• Use of articles to solve 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.
  
• Appointment assignment and scheduling using URS.
  
• Definition of times, durations and availability.

LABS / Simulations:

• Set up Customer Service Scheduling
  
• Schedule services with URS

Module 6: Customer Service Workspaces

• Multi-session experiences.
  
• Agent panel 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.
  
• Use 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 networks.
  
• Real-time conversation management.
  
• Omnichannel Agent Experience
  
• Supervision, interruptions and reassignment of work.
  
• 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 job allocation.
  
• Agent capability and capability 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.
  
• IoT device registration and management.
  
• Key tables: Customer Asset, IoT Device, IoT Alert, Commands.
  
• Practical case: activating alerts and managing 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-ons and modern agent experience.

LABS / Simulations:

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

Prerequisites

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.

Language

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

Microsoft Certification Associate: 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