Microsoft Dynamics 365 Customer Service/MB-230T01/MB-230


Microsoft Dynamics 365 Customer Service Certification Training Course Overview

The Dynamics 365 Customer Engagement for Service training and certification course will give you a detailed overview of performing configuration, manage cases, manage queues, entitlements, and SLAs and configure voice of the customer. This course is the part of Microsoft Certified: Dynamics 365 for Customer Service Functional Consultant Associate certification.

Who should do Dynamics 365 Customer Engagement for Service training?

  • Dynamics 365 Customer Engagement functional consultants
This course prepares you for Exam MB-230. Test your current knowledge Qubits42

Microsoft Dynamics 365 Customer Service (24 Hours) Download Course Contents

Live Virtual Classroom Fee For Both Group Training & 1-on-1 Training 1150
Group Training 1150

09 - 11 May
09:00 AM - 05:00 PM CST
(8 Hours/Day)

07 - 09 Jun
09:00 AM - 05:00 PM CST
(8 Hours/Day)

05 - 07 Jul
09:00 AM - 05:00 PM CST
(8 Hours/Day)

GTR=Guaranteed to Run
1-on-1 Training (GTR)
4 Hours
8 Hours
Week Days
Week End


Start Time : At any time

12 AM
12 PM


Classroom training is available in select Cities

Classroom Training (Available: London, Dubai, India, Sydney, Vancouver)
Duration : On Request
Fee : On Request
On Request

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Course Modules

  • Customer Service overview
  • Related service apps
  • Configuring Customer Service
  • Surveys with Forms Pro
  • Analytics and insights
  • Case management overview
  • Creating case records
  • Queue management
  • Case routin
  • Resolving cases
  • SLA and entitlement overview
  • Create and manage entitlements
  • Create and manage SLAs
  • Knowledge management overview
  • Authoring and organizing
  • Use knowledge content
  • Manage knowledge content
  • Getting started with Omnichannel for Customer Service
  • Entity record routing with Omnichannel for Dynamics 365 Customer Service
  • Routing and work distribution in Omnichannel for D365 CS
  • Configure message channels in Omnichannel for Dynamics 365 Customer Service
  • Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
  • Create smart assist solutions
  • Integrate a Power Virtual Agents bot with Omnichannel for Customer Service
  • Get started with Dynamics 365 Productivity Tools
  • Getting started with Customer Service scheduling
  • Configuring Customer Service Scheduling
  • Defining and Working with Bookable Resources
  • Working with services
  • Working with Fulfillment Preferences
  • Scheduling Service Activities
  • Rescheduling service activities and substituting resources
  • Getting started with Connected Customer Service
  • Registering Devices
  • Device Management and Interaction
  • IoT Alerts & Sending Commands
  • Get started with Customer Service Insights
  • Work with Customer Service call insights
  • Labs for all modules are available on:

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Course Prerequisites
  • Basic Computer Knowledge.

On completion of this training, you will know:

  • Customer Service Overview
  • Case Management
  • Service Level Management
  • Knowledge Management