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MB-230: Microsoft Dynamics 365 Customer Service
Minimum cohort size: 10 learners
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Course
MB-230: Microsoft Dynamics 365 Customer Service
Learn how to manage cases, queues, entitlements and service-level agreements in Dynamics 365 Customer Service. Explore Omnichannel, scheduling, workspaces, and Connected Customer Service to improve customer interaction.
Benefit from instructor-led preparation for the MB-230 certification exam with tips, tricks, guidance, and mentored support.
Online Live Classes
Intermediate Level
Mentor Support
MB-230: Microsoft Dynamics 365 Customer Service is a three-day, intermediate level course that prepares you for the role of a functional consultant with customer service expertise. In this role, you implement omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction. To get the most out of this course, you must have applied knowledge of customer service.
During this course, you will learn to work with cases, create/update records automatically, and create/manage entitlements and service level agreements (SLAs) in Dynamics 365 Customer Service. You will explore how to create knowledge management solutions and use knowledge articles to resolve cases. You will learn how to use Dynamics 365 Customer Voice to send surveys to customers and collect feedback. Plus, you will learn how to schedule services and resources using Dynamics 365 Customer Service Scheduling.
Additionally, you will build skills for using customer service workspaces and app profile manager. You will learn how to use Omnichannel to deploy an SMS channel and chat widgets, and how to create smart assist solutions. You will develop skills for using artificial intelligence (AI) for managing analytics and creating visualizations. Plus, you will explore using Microsoft Power Platform to create custom apps and integrate a Power Virtual Agents bot.
Overall, this course will prepare you for taking the MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant exam. Entry for these exams is not included. However, you will get a clear overview of the Microsoft certification process, plus you will get the tips and tricks, testing strategies, practice questions and useful information to help you pass the exam successfully.
This course comprises 10 purposely designed modules that take you on a carefully defined learning journey.
It is an instructor-led course which runs to a fixed schedule, with set start and finish dates. It is driven forward by your instructor and features live sessions that are aired at a set time. You will, however, have time to complete certain activities at your own pace outside of the live sessions.
The materials for each module are accessible from the start of the course and will remain available for the duration of your enrollment. Methods of learning and assessment will include reading material, hands-on labs, and online exam questions.
As part of our mentoring service you will have access to valuable guidance and support throughout the course. We provide a dedicated discussion space where you can ask questions, chat with your peers, and resolve issues.
Once you have successfully completed the course, you will earn your Certificate of Completion.
After completing this course, you will:
- Manage cases and knowledge management
- Manage queues, entitlements, and service-level agreements
- Implement scheduling
- Implement Omnichannel for Customer Service
- Manage analytics and insights
- Implement Customer Service workspaces
- Implement Microsoft Power Platform
- Implement Connected Customer Service
- Dynamics 365 Customer Engagement functional consultants.
- Customer service professionals.
- Professionals looking to work hands-on with a D365 customer service application.
- Professionals seeking to take the MB-230 certification exam.
This course is designed for functional consultants working with Dynamics 365 Customer Service, or functional consultants who work with other Dynamics 365 apps who want to expand their knowledge of Customer Service.
This course will help you to prepare for the MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant certification exam.
During this course, you will explore tools such as automatic case creation and queue management, which free up your time and enable you to dedicate it where you can have a greater impact, directly with your customers.
- You will discover key insights learned through data analysis that help you to resolve similar cases faster or avoid new issues altogether.
- You will learn to how to identify common customer service scenarios.
- You will learn how to create cases to interact with customers to resolve different cases.
When you take this course, you will also get information and guidance on the Microsoft certification process, knowledge checks and practice questions, and useful tips on how to pass the exam.
Course Outline
Introduction
Grading Scheme
Pre-Requisite
Exam and Certification Details
About this module
Get started with Cases
Managing Cases
Use queues to manage case workloads
Create or update records automatically
Unified routing
Knowledge Check
About this module
Create and manage entitlements
Create and manage service level agreements
Knowledge Check
About this module
Create knowledge management solutions
Use knowledge articles to resolve cases
Create and manage SLAs
Knowledge Check
About this module
Create a survey project
Create surveys
Send surveys
Automate surveys
Knowledge Check
About this module
Configure Customer Service Scheduling
Schedule services
Knowledge Check
About this module
Enhance agent productivity
App profile manager
Knowledge Check
About this module
Getting started
Routing and work distribution
Deploy an SMS channel
Deploy chat widgets
Create smart assist solutions
Knowledge Check
About this module
Get started
Create visualizations
Knowledge Check
About this module
Getting started
Registering and managing devices
Knowledge Check
About this module
Create custom apps
Integrate a Power Virtual Agents bot
Knowledge Check
Instructions
Practice set 1
Practice set 2
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Why Learn with SkillUp Online?
We believe every learner is an individual and every course is an opportunity to build job-ready skills. Through our human-centered approach to learning, we will empower you to fulfil your professional and personal goals and enjoy career success.
Reskilling into tech? We’ll support you.
Upskilling for promotion? We’ll help you.
Cross-skilling for your career? We’ll guide you.
Personalized Mentoring & Support
1-on-1 mentoring, live classes, webinars, weekly feedback, peer discussion, and much more.
Practical Experience
Hands-on labs and projects tackling real-world challenges. Great for your resumé and LinkedIn profile.
Best-in-Class Course Content
Designed by the industry for the industry so you can build job-ready skills.
Job-Ready Skills Focus
Competency building and global certifications employers are actively looking for.
FAQs
Microsoft Dynamics 365 Customer Service is a customer service automation module that streamlines case and knowledge management. It enables personalised customer service with a 360-degree customer view, and provides dashboards and reports to provide visibility into customer service department performance.
The steps to gaining certification in MB-230: Microsoft Dynamics 365 Customer Service are as follows:
Step 1: Work with a Microsoft-authorised training partner to complete the MB-230 recommended training. Microsoft has approved SKillUp Online as a training partner.Our Microsoft Certified Trainers will help you brush up on your skills before you register for the exam.
Step 2: Go to Microsoft's official website when you've finished the course. Register for the MB-230: Microsoft Dynamics 365 Customer Service exam with Pearson VUE and schedule it.
Step 3: Take and pass the exam to become certified.
Yes, our MB-230: Microsoft Dynamics 365 Customer Service course is fully online. All you need is a good connection to the internet to access the course materials.
Please note, this course is also instructor-led. You will therefore benefit from virtual instructor-led training (vILT) from professional Microsoft Certified Trainers, who will deliver the online sessions at set times. You will also have access to our discussion space, which is open 24 hours a day, seven days a week. Plus, our mentors are available to help you along your learning path.
Yes, MB-230: Microsoft Dynamics 365 Customer Service course is a mentored course. As part of SkillUp Onlines mentoring service, you will have access to valuable guidance and support throughout the course. We provide a dedicated discussion space where you can ask questions, chat with your peers, and resolve issues. Plus, you will have the opportunity to discuss problems and ask questions in one-to-one sessions with your mentor.
Yes, you will be issued a Certificate of Completion when you complete the MB-230: Microsoft Dynamics 365 Customer Service course.
Type of certificate
Certificate of Completion
About this course
10 Modules
01 Skills
Includes
Discussion space
01 Labs
10 Knowledge checks
01 Practice exam
Create
Service level agreements (SLAs)
Entitlement records
Customized Power BI reports
Service activities
Smart assist solutions
Visualizations for Dynamics 365 Customer Service
Power Apps
Azure Active Directory application
Exercises to explore
Manage key performance indicators (KPIs) by using service level agreements (SLAs)
Embed a survey on a website
Connect to Dynamics 365 Customer Voice data with Power BI
Customer Service workspace user interface
Entity record routing
Chat widgets
Power Virtual Agents bot
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