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MB-230T01-A: Implement customer service solutions using Microsoft Dynamics 365 Customer Service
This intermediate course shows functional consultants how to implement and configure customer service solutions with Microsoft Dynamics 365 Customer Service. You’ll learn to manage cases and queues, set up routing, service-level agreements and entitlements, build knowledge bases, and configure omnichannel engagement. It also covers using Copilot and analytics to improve service performance and customer satisfaction. It prepares you for the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB-230) exam.
Duration
32 hours
Modules
10 Modules
Course type
Microsoft
Course Overview
Transform customer experiences with the MB-230: Microsoft Dynamics 365 Customer Service. Designed for functional consultants and professionals working with Dynamics 365, this intermediate-level course teaches you how to manage customer cases, automate workflows, implement knowledge management, and leverage omnichannel capabilities. Learn how to optimize your customer service operations using advanced features like unified routing, Customer Voice, IoT integration, and Power Platform tools. With real-world labs and hands-on demos, you'll be fully prepared to take the MB-230 certification exam and confidently implement customer-focused solutions using Microsoft Dynamics 365.
Before You Begin
- Functional consulting experience with Dynamics 365
- Familiarity with customer service processes
- Experience with Microsoft Power Platform is a plus
Key outcomes
- Configure and Implement Case Management Automate record creation and routing using Power Automate.
- Manage Service Operations Handle queues, SLAs, entitlements, and knowledge articles efficiently.
- Deploy Omnichannel Communications Enable chat, SMS, and bots for seamless customer interactions.
- Create and Automate Feedback Loops Design surveys with Customer Voice and automate response handling.
Tools you’ll use
Copilot Studio
Dynamics 365
Power Automate
Power Bl
Power Platform
Skills you’ll gain
- Custom Copilot Design
- Conversational Flow Configuration
- Personalized AI Interactions
- Workflow Automation Integration
- Copilot Deployment and Monitoring
- AI-Powered Topic Generation
- End-to-End AI Solution Development
What You’ll Learn
10 modules
1Lesson 1: Work with Cases in Dynamics 365 Customer Service
Module 1.1: Get Started with Dynamics 365 Customer Service Module 1.2: Managing Cases with Dynamics 365 Customer Service Hub Module 1.3: Manage Cases with Dynamics 365 Customer Service Workspace Module 1.4: Use Microsoft Dynamics 365 Customer Service Queues to Manage Case Workloads Module 1.5: Service Representative Collaboration in Dynamics 365 Customer Service Module 1.6: Configure Copilot in Dynamics 365 Customer Service Module 1.7: Create or Update Records Automatically in Customer Service Hub
2Lesson 2: Work with Entitlements and Service Level Agreements in Dynamics 365 Customer Service
Module 2.1: Work with Service-Level Agreements in Dynamics 365 Customer Service Module 2.2: Create and Manage Entitlements in Microsoft Dynamics 365 Customer Service
3Lesson 3: Work with Knowledge Management Solutions in Dynamics 365 Customer Service
Module 3.1: Create Knowledge Management Solutions in Dynamics 365 Customer Service Module 3.2: Search and Filter Knowledge Articles by Using Dynamics 365 Customer Service Module 3.3: Use Knowledge Articles to Resolve Dynamics 365 Customer Service Cases
4Lesson 4: Help Service Reps Be More Productive in Dynamics 365 Customer Service
Module 4.1: Create Custom Experiences for Service Representatives with Agent Experience Profiles in Customer Service Module 4.2: Enhance Representative Productivity with Customer Service Workspace Module 4.3: Manage Cases with Dynamics 365 Customer Service Workspace Module 4.4: Enhance Service Representative Productivity and Personalization in Omnichannel for Customer Service Module 4.5: Enhance Service Representative Productivity and Personalization in Customer Service Hub Module 4.6: Get Started with Dynamics 365 Productivity Tools Module 4.7: Create Smart Assist Solutions in Contact Center for Dynamics 365 Customer Service
5Lesson 5: Route and Distribute Work in Dynamics 365 Customer Service
Module 5.1: Get Started with Unified Routing for Dynamics 365 Customer Service Module 5.2: Route and Distribute Work with Unified Routing in Dynamics 365 Customer Service Module 5.3: Use Skill-Based Routing in Dynamics 365 Customer Service Module 5.4: Entity Record Routing with Omnichannel for Dynamics 365 Customer Service
6Lesson 6: Connect and Engage with Customers with Omnichannel for Dynamics 365 Customer Service
Module 6.1: Get Started with Omnichannel for Customer Service Module 6.2: Deploy Chat Widgets with Omnichannel for Dynamics 365 Customer Service Module 6.3: Deploy a Voice Channel in Dynamics 365 Customer Service Module 6.4: Deploy an SMS Channel in Omnichannel for Dynamics 365 Customer Service Module 6.5: Deploy Social Messaging Channels in Omnichannel for Dynamics 365 Customer Service Module 6.6: Set Up Apple Message for Business and Google Business Messages as Channels in Dynamics 365 Customer Service Module 6.7: Integrate a Microsoft Copilot Studio Copilot with Omnichannel for Customer Service
7Lesson 7: Create Surveys with Dynamics 365 Customer Voice
Module 7.1: Create a Survey Project with Dynamics 365 Customer Voice Module 7.2: Create Customer Surveys with Dynamics 365 Customer Voice Module 7.3: Send Dynamics 365 Customer Voice Surveys Module 7.4: Automate Dynamics 365 Customer Voice Surveys with Power Automate Module 7.5: Embed Surveys in Your Website with Dynamics 365 Customer Voice Module 7.6: Create Customer Power BI Reports in Dynamics 365 Customer Voice
8Lesson 8: Get Started with Dynamics 365 Customer Service Scheduling
Module 8.1: Set Up Customer Service Scheduling Module 8.2: Schedule Services with Customer Service Scheduling
9Lesson 9: Work with Customer Service Insights
Module 9.1: Get Started with Customer Service Insights Module 9.2: Create Visualizations for Dynamics 365 Customer Service
10Lesson 10: Use Connected Customer Service with Dynamics 365
Module 10.1: Get Started with Connected Customer Service for Dynamics 365 and Azure IoT Module 10.2: Register and Manage Devices with Connected Customer Service for Dynamics 365 and Azure IoT
Certification & Credentials
Certificate track
32 hours
High-Quality Video, E-book & Audiobook
Modules Quizzes
AI Mentor
Access for Tablet & Phone
Target Audience
Intended roles
- Dynamics 365 Customer Experience Consultant
Frequently asked questions
Who should take this course?
This course is ideal for Dynamics 365 Functional Consultants and professionals looking to specialize in customer service capabilities.
Is any prior experience required?
Basic experience with Dynamics 365 is recommended, but not mandatory. No coding is required.
Will this course help me get certified?
Yes. It prepares you for the MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant certification.
What real-world skills will I gain?
You’ll learn how to configure, automate, and optimize customer service operations using Microsoft tools.
What is Omnichannel in Dynamics 365?
Omnichannel enables real-time customer interactions via chat, SMS, and voice—all managed in a unified workspace for agents.
| Duration | 32 hours |
|---|---|
| Modules | 10 Modules |
| Course type | Microsoft |
| Category | Microsoft |
| Intended roles | Dynamics 365 Customer Experience Consultant |
| Prerequisites | Functional consulting experience with Dynamics 365, Familiarity with customer service processes, Experience with Microsoft Power Platform is a plus |
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