Microsoft Dynamics 365 CE (Omnichannel) Intermediate
This course equips Dynamics 365 functional consultants and customer service administrators with skills to design and deploy omnichannel solutions using Microsoft Dynamics 365 CE (Omnichannel), solving the critical pain point of fragmented customer engagement across voice, chat, SMS, and social platforms. With over 250,000 global D365 job openings in 2025, professionals gain expertise in unified agent experiences, AI-driven routing, and cross-channel integration to boost customer satisfaction and operational efficiency.
It prepares learners for the MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant exam, part of the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. Koenig Solutions provides official vendor-authorized courseware and 30-day lab access, enabling hands-on practice with real-world scenarios. This training positions you to lead digital transformation in customer service and advance into high-demand roles with enterprise clients.
Training Formats & Pricing
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Course Overview
The Microsoft Dynamics 365 CE (Omnichannel) course by Microsoft is designed for professionals preparing for the PL-200: Microsoft Power Platform Functional Consultant exam, a key step toward earning the Microsoft Certified: Power Platform Functional Consultant Associate credential. This training serves functional consultants, customer service solution designers, and business analysts responsible for configuring omnichannel customer engagement solutions. Learners will gain expertise in deploying and managing real-time customer interaction channels such as live chat, voice, SMS, and social messaging within the Dynamics 365 environment. With over 80% of Fortune 500 companies leveraging Dynamics 365 for customer service transformation, this course equips candidates with in-demand skills aligned with modern digital engagement strategies.
Participants engage with core Microsoft technologies including Dynamics 365 Customer Service, Omnichannel for Customer Service, Microsoft Dataverse, Power Apps, Power Automate, and Microsoft Teams integration. The hands-on labs are conducted in a cloud-based Azure environment where students configure a fully functional contact center solution, including setting up routing rules, agent workspaces, and multi-channel engagement workflows. A key project involves building an end-to-end omnichannel implementation that integrates live chat widgets, voice calling with AI transcription, and SMS support, all unified within the Customer Service workspace. Through practical configuration tasks like creating case management systems and embedding Copilot-powered agent assistance, learners gain real-world experience in delivering seamless customer experiences across digital and voice channels.
This course prepares candidates for the Microsoft Certified: Power Platform Functional Consultant Associate certification, widely recognized across industries for validating customer engagement solution expertise. Certified professionals report career advancements with average salary increases of 18–24%, with mid-level consultants earning between £66,000 and £72,000 GBP annually. Koenig Solutions enhances learning outcomes with Guaranteed-to-Run batches, official Microsoft courseware, and access to expert-led training that emphasizes real-world application. Upon completion, graduates are positioned to lead omnichannel digital transformation initiatives, driving improved customer satisfaction and operational efficiency in enterprise customer service environments.
What You'll Learn
Prerequisites
- Basic understanding of Microsoft Dynamics 365 Customer Service (Omnichannel) application, part of the Microsoft Dynamics 365 CE suite
- Familiarity with Power Platform admin center navigation and environment management for Dynamics 365 CE (Omnichannel)
- Experience provisioning Microsoft Dynamics 365 CE (Omnichannel) apps within a Microsoft 365 tenant
- Knowledge of Azure app permissions and data access consent workflows essential for Microsoft Dynamics 365 CE (Omnichannel)
- Understanding of channel-specific configurations such as chat, SMS, and voice in Microsoft Dynamics 365 CE (Omnichannel) customer service environments
- Working knowledge of integrating third-party messaging accounts like Twilio or TeleSign with Microsoft Dynamics 365 CE (Omnichannel)
Certification Exam
Everything you need to know about the Microsoft Dynamics 365 CE (Omnichannel) certification exam
What's Included in Your Training
Every enrollment comes packed with resources to maximise your learning and exam success
Exam Preparation Materials
Practice Test Questions (200+)
Certificate of Completion
Post-Training Support (30 days)
Session Recording Access
Free Rescheduling (7+ days notice)
Career Outcomes
of Microsoft Dynamics 365 CE (Omnichannel) certified professionals report career advancement within 6 months
Salary Impact
Average salary increase reported after obtaining the Microsoft Dynamics 365 CE (Omnichannel) certification
*Source: Glassdoor / LinkedIn 2025
Job Roles
- Dynamics 365 Customer Service Functional Consultant
- Omnichannel Solutions Consultant
- Customer Experience Analyst
- Dynamics 365 Business Applications Consultant
- Customer Engagement Administrator
- Service Operations Specialist
Companies Hiring
and 5,000+ organizations worldwide seeking Microsoft Dynamics 365 CE (Omnichannel) certified professionals
Course Student Reviews
Real results from IT professionals who trained with Koenig — rated 4.9/5 from 18,400+ verified reviews.
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★★★★★
“Passed AZ-104 on first attempt. The MCT knew the exact exam patterns and the labs were exactly what Microsoft tests. Worth every penny.”
AZ-104 Certified ✓ Verified -
★★★★★
“I trained 15 of my team members for SC-200. Koenig's on-site delivery was seamless and all 15 passed within 3 months.”
Enterprise Client ✓ Verified -
★★★★★
“The 1-on-1 format was a game changer. My trainer adjusted the pace to my schedule and I cleared PL-300 while working full-time.”
PL-300 Certified ✓ Verified -
★★★★★
“From AZ-900 to AZ-305 in 6 months. Koenig's structured roadmap and MCT mentoring made the expert level achievable.”
AZ-305 Expert ✓ Verified -
★★★★★
“As an L&D head I've used 5 training vendors. Koenig's MCT quality, MOC materials, and ESI compliance is in a different league.”
100+ Learners Trained ✓ Verified -
★★★★★
“SC-900 and SC-300 back to back — both cleared first try. The security curriculum at Koenig is incredibly thorough and up to date.”
SC-300 Certified ✓ Verified -
★★★★★
“AI-102 was daunting but the trainer broke it down perfectly. Real Azure OpenAI labs made the difference. Highly recommend.”
AI-102 Certified ✓ Verified -
★★★★★
“DP-600 Fabric certification done in 3 weeks of part-time study. The customised schedule around my timezone was a lifesaver.”
DP-600 Certified ✓ Verified -
★★★★★
“Our whole DevOps team got AZ-400 certified through Koenig's corporate training. Smooth logistics and top-tier MCTs throughout.”
AZ-400 Team Training ✓ Verified -
★★★★★
“Passed AZ-104 on first attempt. The MCT knew the exact exam patterns and the labs were exactly what Microsoft tests. Worth every penny.”
AZ-104 Certified ✓ Verified -
★★★★★
“I trained 15 of my team members for SC-200. Koenig's on-site delivery was seamless and all 15 passed within 3 months.”
Enterprise Client ✓ Verified -
★★★★★
“The 1-on-1 format was a game changer. My trainer adjusted the pace to my schedule and I cleared PL-300 while working full-time.”
PL-300 Certified ✓ Verified -
★★★★★
“From AZ-900 to AZ-305 in 6 months. Koenig's structured roadmap and MCT mentoring made the expert level achievable.”
AZ-305 Expert ✓ Verified -
★★★★★
“As an L&D head I've used 5 training vendors. Koenig's MCT quality, MOC materials, and ESI compliance is in a different league.”
100+ Learners Trained ✓ Verified -
★★★★★
“SC-900 and SC-300 back to back — both cleared first try. The security curriculum at Koenig is incredibly thorough and up to date.”
SC-300 Certified ✓ Verified -
★★★★★
“AI-102 was daunting but the trainer broke it down perfectly. Real Azure OpenAI labs made the difference. Highly recommend.”
AI-102 Certified ✓ Verified -
★★★★★
“DP-600 Fabric certification done in 3 weeks of part-time study. The customised schedule around my timezone was a lifesaver.”
DP-600 Certified ✓ Verified -
★★★★★
“Our whole DevOps team got AZ-400 certified through Koenig's corporate training. Smooth logistics and top-tier MCTs throughout.”
AZ-400 Team Training ✓ Verified
-
★★★★★
“Passed AZ-104 on first attempt. The MCT knew the exact exam patterns and the labs were exactly what Microsoft tests. Worth every penny.”
AZ-104 Certified ✓ Verified -
★★★★★
“I trained 15 of my team members for SC-200. Koenig's on-site delivery was seamless and all 15 passed within 3 months.”
Enterprise Client ✓ Verified -
★★★★★
“The 1-on-1 format was a game changer. My trainer adjusted the pace to my schedule and I cleared PL-300 while working full-time.”
PL-300 Certified ✓ Verified -
★★★★★
“Passed AZ-104 on first attempt. The MCT knew the exact exam patterns and the labs were exactly what Microsoft tests. Worth every penny.”
AZ-104 Certified ✓ Verified -
★★★★★
“I trained 15 of my team members for SC-200. Koenig's on-site delivery was seamless and all 15 passed within 3 months.”
Enterprise Client ✓ Verified -
★★★★★
“The 1-on-1 format was a game changer. My trainer adjusted the pace to my schedule and I cleared PL-300 while working full-time.”
PL-300 Certified ✓ Verified
-
★★★★★
“From AZ-900 to AZ-305 in 6 months. Koenig's structured roadmap and MCT mentoring made the expert level achievable.”
AZ-305 Expert ✓ Verified -
★★★★★
“As an L&D head I've used 5 training vendors. Koenig's MCT quality, MOC materials, and ESI compliance is in a different league.”
100+ Learners Trained ✓ Verified -
★★★★★
“SC-900 and SC-300 back to back — both cleared first try. The security curriculum at Koenig is incredibly thorough and up to date.”
SC-300 Certified ✓ Verified -
★★★★★
“From AZ-900 to AZ-305 in 6 months. Koenig's structured roadmap and MCT mentoring made the expert level achievable.”
AZ-305 Expert ✓ Verified -
★★★★★
“As an L&D head I've used 5 training vendors. Koenig's MCT quality, MOC materials, and ESI compliance is in a different league.”
100+ Learners Trained ✓ Verified -
★★★★★
“SC-900 and SC-300 back to back — both cleared first try. The security curriculum at Koenig is incredibly thorough and up to date.”
SC-300 Certified ✓ Verified
-
★★★★★
“AI-102 was daunting but the trainer broke it down perfectly. Real Azure OpenAI labs made the difference. Highly recommend.”
AI-102 Certified ✓ Verified -
★★★★★
“DP-600 Fabric certification done in 3 weeks of part-time study. The customised schedule around my timezone was a lifesaver.”
DP-600 Certified ✓ Verified -
★★★★★
“Our whole DevOps team got AZ-400 certified through Koenig's corporate training. Smooth logistics and top-tier MCTs throughout.”
AZ-400 Team Training ✓ Verified -
★★★★★
“AI-102 was daunting but the trainer broke it down perfectly. Real Azure OpenAI labs made the difference. Highly recommend.”
AI-102 Certified ✓ Verified -
★★★★★
“DP-600 Fabric certification done in 3 weeks of part-time study. The customised schedule around my timezone was a lifesaver.”
DP-600 Certified ✓ Verified -
★★★★★
“Our whole DevOps team got AZ-400 certified through Koenig's corporate training. Smooth logistics and top-tier MCTs throughout.”
AZ-400 Team Training ✓ Verified
Frequently Asked Questions
Everything you need to know about the Microsoft Dynamics 365 CE (Omnichannel) training course
Is the Microsoft Dynamics 365 CE (Omnichannel) certification exam included in the course, and what is the cost if separate?
What training formats are available for the Microsoft Dynamics 365 CE (Omnichannel) course at Koenig Solutions?
How long is lab access provided, and what type of environment is used for Microsoft Dynamics 365 CE (Omnichannel) training?
What is Koenig Solutions’ rescheduling and cancellation policy for the Microsoft Dynamics 365 CE (Omnichannel) course?
What is the format, number of questions, passing score, and time limit for the MB-230 certification exam?
How long is the Microsoft Dynamics 365 CE (Omnichannel) certification valid, and what is the renewal process and cost?
What post-training support does Koenig provide after completing the Microsoft Dynamics 365 CE (Omnichannel) course?
What prerequisites or prior experience are recommended for enrolling in the Microsoft Dynamics 365 CE (Omnichannel) course?
What career impact and salary increase can professionals expect after earning the Microsoft Dynamics 365 CE (Omnichannel) certification?
How does instructor-led training for Microsoft Dynamics 365 CE (Omnichannel) compare to self-study in terms of certification success rates?
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