MB-230T01: Microsoft Dynamics 365 Customer Service Intermediate
The MB-230T01: Microsoft Dynamics 365 Customer Service course equips functional consultants with skills to streamline case management, configure service-level agreements, and optimize routing—solving inefficiencies in customer service operations. Designed for Dynamics 365 professionals, it addresses the growing demand, as Microsoft reports over 1.2 million Dynamics 365 users globally requiring certified expertise.
This course prepares learners for the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. With Koenig’s Guaranteed-to-Run scheduling and 30-day lab access, you gain hands-on practice to confidently implement intelligent service solutions and advance into senior functional consultant roles.
Training Formats & Pricing
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Course Overview
The MB-230T01: Microsoft Dynamics 365 Customer Service course, offered by Microsoft, prepares professionals for the MB-230 exam leading to the Dynamics 365 Customer Service Functional Consultant Associate certification. Designed for Dynamics 365 Functional Consultants, Customer Service Managers, and Solution Architects, this course equips learners with the skills to configure and optimize customer service operations. With over 80% of Fortune 500 companies leveraging Dynamics 365 for customer engagement, expertise in this platform is in high demand, enabling professionals to implement scalable, AI-driven service solutions that enhance customer satisfaction and operational efficiency.
Participants gain hands-on experience with core Microsoft technologies including Dynamics 365 Customer Service Hub, Omnichannel for Customer Service, Customer Voice, Customer Service Insights, and Power Automate. In lab environments accessed through a dedicated trial tenant, students configure case management workflows, set up service-level agreements (SLAs), and build knowledge management solutions. A key project involves implementing a unified routing system using skill-based routing and Copilot Studio integration, enabling intelligent case distribution. Learners also deploy customer feedback surveys using Dynamics 365 Customer Voice and analyze service performance with built-in Power BI visualizations, simulating real-world service optimization scenarios.
This training directly prepares candidates for the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate credential, recognized globally for validating deep functional expertise. Certified professionals report average salary increases of up to 20%, with senior consultants earning over $110,000 annually. Koenig Solutions enhances learning with official Microsoft courseware, Guaranteed-to-Run schedules, and personalized 1-on-1 training options, ensuring mastery of complex configurations. Upon completion, learners are positioned to lead digital transformation in customer service, driving automation, insight-driven decision-making, and superior customer experiences in enterprise environments.
What You'll Learn
Skills You'll Gain
Prerequisites
- Basic knowledge of Microsoft Dynamics 365 Customer Service core components and case management, essential for effective implementation of MB-230T01: Microsoft Dynamics 365 Customer Service training
- Experience setting up service-level agreements (SLAs) and entitlements in Dynamics 365 enhances your ability to deliver consistent customer support, a key focus of the Microsoft Customer Service certification
- Familiarity with knowledge management and articles in Dynamics 365 Customer Service helps streamline case resolution, making you a valuable asset in customer support teams
- Working knowledge of routing and queue management ensures efficient handling of customer cases, improving service delivery and customer satisfaction
- Understanding multi-session customer service experiences and session templates prepares you to manage complex customer interactions seamlessly
- Basic grasp of solution architecture and integration with Microsoft Power Platform is crucial for deploying scalable, integrated customer service solutions with Microsoft Dynamics 365
Certification Exam
Everything you need to know about the MB-230T00 certification exam
Course Curriculum
Structured learning with hands-on labs and real-world scenarios
1
Day 1– Master MB-230T01: Microsoft Dynamics 365 Customer Service Fundamentals
2
Day 2– Advanced Case Management and Queue Optimization
3
Day 3– Automating Records and Entitlement Management
4
Day 4– Knowledge Management and Customer Feedback Systems
What's Included in Your Training
Every enrollment comes packed with resources to maximise your learning and exam success
Official Courseware
Hands-On Lab Environment (30 days)
Exam Preparation Materials
Practice Test Questions (200+)
Certificate of Completion
Post-Training Support (30 days)
Session Recording Access
Free Rescheduling (7+ days notice)
Hands-On Lab
Live Lab Sandbox
Real EnvironmentPractice in a real lab environment with full access to the tools and services covered in the course.
30+ Guided Labs
30+Step-by-step lab exercises designed to reinforce each module with practical, hands-on tasks.
Lab Manual Included
Full GuideComprehensive lab guide with detailed instructions, screenshots, and troubleshooting tips.
Post-Training Access
30 Days30 days of extended lab access after your training ends so you can continue practicing.
Career Outcomes
of MB-230T00 certified professionals report career advancement within 6 months
Salary Impact
Average salary increase reported after obtaining the MB-230T00 certification
*Source: Glassdoor / LinkedIn 2025
Job Roles
- Dynamics 365 Customer Service Functional Consultant
- CRM Consultant
- Business Analyst (Dynamics 365)
- Support Engineer (Dynamics 365)
- Solution Architect (Entry to Mid-Level)
- Project Manager (Dynamics 365 Implementations)
Companies Hiring
and 5,000+ organizations worldwide seeking MB-230T00 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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“SC-900 and SC-300 back to back — both cleared first try. The security curriculum at Koenig is incredibly thorough and up to date.”
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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 -
★★★★★
“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 MB-230T00 training course
Is the MB-230 certification exam included in the MB-230T01: Microsoft Dynamics 365 Customer Service training fee, and what is the cost?
What training formats does Koenig offer for the MB-230T01: Microsoft Dynamics 365 Customer Service course, and is there a Guaranteed-to-Run option?
How long is lab access provided for MB-230T01: Microsoft Dynamics 365 Customer Service, and what environment is used?
What is Koenig's rescheduling and cancellation policy for the MB-230T01: Microsoft Dynamics 365 Customer Service course?
What is the format, question count, duration, and passing score for the MB-230 certification exam?
How long is the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification valid, and what is the renewal process?
What post-training support does Koenig provide after completing the MB-230T01: Microsoft Dynamics 365 Customer Service course?
What are the prerequisites or recommended experience levels for enrolling in the MB-230T01: Microsoft Dynamics 365 Customer Service course?
What salary increase or career advancement can be expected after earning the MB-230 certification?
How does Koenig's instructor-led MB-230T01: Microsoft Dynamics 365 Customer Service training compare to self-study for exam preparation?
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