Exam MB-230T01: Microsoft Dynamics 365 Customer Service Certification Training Course

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MB-230T01: Microsoft Dynamics 365 Customer Service Course Overview

An integral part of any successful customer relationship management plan is providing excellent customer service. Numerous tools are available in Microsoft Dynamics 365 Customer Service that can help businesses manage their service delivery to clients. Automation in customer care is made easier with Microsoft Dynamics 365 Customer Service, a module that includes features like a centralized knowledge base, a 360-degree view of each customer, and real-time data from interactions.

Learning the ins and outs of performing configuration, managing cases, queues, entitlements, and SLAs, and configuring the voice of the customer are all part of the Microsoft Dynamics 365 Customer Service Certification Training Course. The Microsoft Certified: Dynamics 365 for Customer Service Functional Consultant Associate certification requires this training course as part of the required curriculum. Check out the dates below to enrol in this Microsoft Dynamics 365 Customer Services today.

The 1-on-1 Advantage

Flexible Dates

  • • Choose Start Date
  • • Reschedule After Booking
  • • Weekend / Evening Option

4-Hour Sessions

You will learn:

Module 1: Work with Cases
  • Get started with Cases
  • Managing Cases
  • Use queues to manage case workloads
  • Create or update records automatically
  • Unified routing
  • Create and manage entitlements
  • Create and manage service level agreements
  • Create knowledge management solutions
  • Use knowledge articles to resolve cases
  • Create and manage SLAs
  • Create a survey project
  • Create surveys
  • Send surveys
  • Automate surveys
  • Configure Customer Service Scheduling
  • Schedule services
  • Enhance agent productivity
  • App profile manager
  • Getting started
  • Routing and work distribution
  • Deploy an SMS channel
  • Deploy chat widgets
  • Create smart assist solutions
  • Get started
  • Create visualizations
  • Getting started
  • Registering and managing devices
  • Create custom apps
  • Integrate a Power Virtual Agents bot
Live Online Training (Duration : 32 Hours)
We Offer :
  • 1-on-1 Public - Select your own start date. Other students can be merged.
  • 1-on-1 Private - Select your own start date. You will be the only student in the class.

1550 + If you accept merging of other students. Incl. Official Courseware
4 Hours
8 Hours
Week Days

Start Time : At any time

12 AM
12 PM

1-On-1 Training is Guaranteed to Run (GTR)
Group Training
1350 Per Participant Incl. Official Courseware
06 - 09 Feb
09:00 AM - 05:00 PM CST
(8 Hours/Day)
06 - 09 Mar
09:00 AM - 05:00 PM CST
(8 Hours/Day)
Course Prerequisites
  • Functional consultants who use Dynamics 365 Customer Service or who use other Dynamics 365 apps and would like to learn more about Customer Service should enroll in this course.


Through this 3-day Microsoft Dynamics 365 Customer Service certification training, participants will gain an in-depth familiarity with the robust Customer Service capabilities. Professionals in sales management, customer service management, service scheduling, system administration, and related fields can benefit from taking this Microsoft Dynamics 365 Customer Service course. Software toolkits like batch administration and automated case building are also covered in this MB-230 online course. 

With the help of this Dynamics 365 tool, information pieces can be constructed and included in a compromise. The breadth and depth of this curriculum make it an excellent resource for anyone preparing to take the MB-230: Dynamics 365 for Customer Service certification exam. After finishing this Microsoft Dynamics 365 Customer Service course of technical instruction, you will be able to automate the processing of data related to practice management, conduct research into consumer service analytics, and design and implement service contracts. Koenig Solutions is an accredited Microsoft Gold Partner to deliver this Microsoft Dynamics 365 Customer Service certification training to both professionals and enterprise teams worldwide.

Key Features of this Microsoft Dynamics 365 Customer Service Certification Training

  • 3-day Instructor-led Microsoft Dynamics 365 Customer Service Certification Training
  • Get free access to the Microsoft Dynamics 365 Customer Service training course preview to better prepare for the training
  • Microsoft Dynamics Microsoft Dynamics 365 Customer Service course material prepared by SMEs
  • Expert Microsoft Dynamics 365 instructors with industry expertise across the globe
  • Get hands-on experience through Microsoft Dynamics 365 Customer Service lab sessions and exercises designed by SMEs
  • Widely acknowledged Microsoft Dynamics 365 Customer Service training course completion certificate provided
  • Microsoft Dynamics 365 Customer Service training provided across 100+ locations globally

Who can take up this Microsoft Dynamics 365 Customer Service Training?

Individuals who can take up Microsoft Dynamics 365 Customer Service online training include, but are not limited to:

  • IT Professionals
  • Sales Professionals
  • Developers
  • Customer Service Professionals
  • CRM Specialists
  • Application Developers
  • System Administrators
  • Data Analysts
  • Business Analysts
  • Functional Consultants
  • Technical Support Personnel
  • BI Professionals
  • Dynamics 365 End Users
  • Professionals who are looking to gain a proper understanding of managing customer service through Dynamics 365 tool
  • Professionals looking to sit for MB-230 certification exam can be part of this training program

Microsoft Dynamics 365 Customer Service (MB-230) Exam Format 

Microsoft Dynamics 365 credentials include the Microsoft MB-230 exam. Additionally, the MB-230 exam will take 120 minutes to complete. In addition, the test is exclusively offered in English.

Exam Code MB-230
Exam Name Microsoft Dynamics 365 for Customer Service
Exam Type Multiple-choice and Multiple Response Questions
Exam Cost USD 165
Total Questions 40-60 Questions
Exam Duration 120 Minutes
Passing Score 700 (on a scale of 1-1000)
Languages English
Exam type Online and Closed Book
Exam Center Pearson Vue
Sample Questions MB-230T01: Microsoft Dynamics 365 Customer Service Quiz Questions and Answers to prepare for the exam


Learning Objectives of Microsoft Dynamics 365 Service Training

Microsoft Dynamics 365 Customer Service Training provides post-course one-on-one instruction to help candidates continue their education and prepare for future problems (MB-230) Data for the Test. The Microsoft Dynamics 365 Customer Service Functional Consultant certification exam is one of the role-based certifications you can earn with the help of this course.

After finishing this Microsoft Dynamics 365 Customer Service course, you will have knowledge of:

  • An Overview of Our Customer Service
  • Administrative Methods for Handling Individual Cases
  • Management of Services at a High Level
  • Effective Management of Information and Known Facts

Course Benefits for Microsoft Dynamics 365 for Customer Service (MB-230)

  • Setting up the customer service app
  • Learn to recognize typical situations in which customer service is needed
  • Finalize a procedure for resolving a case
  • Conduct an investigation of the customer service records
  • Streamlined processing of case management documents
  • Construct and employ knowledge articles, entitlements, and service-level agreements
  • Use the Microsoft Power Platform, Connected Customer Service, and Omnichannel to better serve your clients.
  • Communicate with the Help Desk Planners, Data, and Desks

Benefits of the Microsoft Dynamics 365 Customer Service Training

Some of the key benefits of taking part in this Microsoft Dynamics 365 Customer Service training are:

  • Proper knowledge of Dynamics 365's Customer Service Hub and see what it has to offer.
  • Learning Microsoft Dynamics 365's capabilities will help you better serve your customers.
  • Gain an understanding of the Microsoft Dynamics 365 Service Case Management Process and its phases.
  • Be familiar with Case Management's foundational principles. Take advantage of Microsoft Dynamics 365's Case records to keep tabs on, organize, and eventually handle all of your support tickets.
  • Capable of creating, updating, editing, and deleting Case records.
  • Learn why SLAs are important, how to add them to your customer and case records with Entitlements, and how to make use of customer schedules.
  • Learn the ins and outs of using queues to coordinate case work with other CSR's and Teams, including how to set them up and modify them to your liking.
  • Methods for using queue items and enforcing case routing rules.
  • Learn how to develop and manage Knowledge Base Articles.
  • Learn how to get your information accepted into the Knowledge Base.
  • Methods for navigating the Knowledge Base and connecting search results to individual Case files.
  • Have a productive experience with the Centralized Service Hub for Customers Dashboards, Visualizations, and Filters That Are Interactive.
  • Manage Customer Incidents in the Service Center.
  • Test out Microsoft Dynamics 365's Reports on Service.
  • Take a look around Microsoft Dynamics 365's Service Charts and Dashboards, and build your own Service Dashboard.
  • Set up Dynamics 365's Customer Service Insights and learn its AI-powered capabilities.


Student Feedback  (Check Koenig Feedback on Trustpilot)

Q1 Say something about the Trainer? Q2 How is Koenig different from other training Companies? Q3 Will you come back to Koenig for training ?

Student Name Country Feedback Rating
Abu United States A1. Yes, she was very clear & a strong mastery of both English & Azure platforms hence following was easy. She was also patient and was answering every question asked, she also shared material & tips on how to pass the exam, Well done, and keep it up.
Nick Barker United States A1. Calm and understanding, she not only kept the course running well but also took time to help those with lots of questions. Very well done.
Robin Johnson United States A2. Individual attention during training, excellent customer service and coordination. Neha has been ever so helpful and is definitely an asset to Koenig.
Shivani Prasad United States A1. The trainer was great and his teaching methods were incredible. He used different teaching methods to ensure I was learning well. A fun trainer with lots of patience and understanding.
Adam United States A1. The trainer was very knowledgeable and well prepared about the presentation/training subject, with a positive attitude towards students and making every effort in answering questions during the training session. Top-notch service!
Suresh United States A1. Exceptional... recommend to everyone!
Shyam Vaddakapett United States A1. My trainer, Mohit Kakkar was excellent as he focused on hands-on assignments to supplement the concepts of AZ 900. The training coordinator Jasmeet as well as the ops manager Sheshadri are also very professional and customer-centric. I recommend Koenig for training courses, and I will take some more courses with them soon.
Gilles Chirlias United States A1. Chavi was a great teacher, I have learned a lot from her. I would like to have her for the next training, which would be the AZ 301 and AZ 500.
Abdulrahman Saad Alshahrani United States A1. Excellent trainer. I will take another course with him someday. He deserves a good appreciation from his Manager.
Anonymous United States https://www.youtube.com/watch?v=sqC40CFfBYI

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