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

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

The MB-230T01: Microsoft Dynamics 365 Customer Service course is an in-depth training designed to provide learners with the knowledge and skills necessary to effectively use and customize the Dynamics 365 Customer Service application. This course covers a wide range of topics, including an overview of customer service, case management, service level management, knowledge management, omnichannel engagement, unified routing, customer service scheduling, connected customer service, customer service insights, and the use of Power Platform to extend customer service capabilities.

Learners will gain expertise in managing cases, working with entitlements and service level agreements (SLAs), and utilizing knowledge management to provide efficient customer support. The course also introduces Omnichannel for Dynamics 365 Customer Service, enhancing customer engagement across different channels. Additionally, students will learn how to schedule services, use Customer Voice to create surveys, and derive analytics and insights from customer interaction data.

By the end of the course, participants will have a comprehensive understanding of how to optimize the customer service module within Dynamics 365 to improve customer satisfaction and service efficiency. This knowledge will help them in configuring customer service solutions, analyzing service-related data, and ultimately delivering exceptional customer experiences.

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  • Live Online Training (Duration : 32 Hours)
  • Per Participant
  • Including Official Coursebook
  • Guaranteed-to-Run (GTR)
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♱ Excluding VAT/GST

Classroom Training price is on request

  • Live Online Training (Duration : 32 Hours)
  • Per Participant
  • Including Official Coursebook

♱ Excluding VAT/GST

Classroom Training price is on request

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Course Prerequisites

To ensure a successful learning experience in the MB-230T01: Microsoft Dynamics 365 Customer Service course, the following prerequisites are recommended:


  • Basic understanding of Microsoft Windows operating systems and its core functionality.
  • Familiarity with basic concepts of customer relationship management (CRM) and the Microsoft Dynamics 365 platform.
  • Experience with using Microsoft Dynamics 365 for Sales or Customer Service, or a similar CRM platform, is beneficial but not mandatory.
  • General knowledge of common customer service principles and practices.
  • An understanding of basic business processes and practices related to customer service operations.
  • Comfortable using Microsoft Office products, particularly Microsoft Excel and Outlook.
  • Basic knowledge of common data analysis and visualization concepts is helpful for the analytics modules.

Please note that while these prerequisites will help you grasp the course content more effectively, motivated learners with less experience are also welcome to participate and grow their skills through the training.


Target Audience for MB-230T01: Microsoft Dynamics 365 Customer Service

The MB-230T01 course empowers professionals to optimize customer service capabilities using Dynamics 365, ideal for those in service-focused roles.


  • Customer Service Managers
  • Dynamics 365 Administrators
  • Customer Service Representatives (CSRs)
  • IT Professionals responsible for customer service solutions
  • Customer Experience Managers
  • Business Analysts
  • CRM System Implementers
  • Technical Support Personnel
  • Service Desk Professionals
  • Operations Managers overseeing service functions
  • Sales Professionals seeking to understand service capabilities
  • Marketing Professionals aiming for integrated customer insights
  • Customer Success Specialists
  • Service Strategy Analysts
  • Dynamics 365 Consultants and Trainers
  • Help Desk Technicians
  • Anyone involved in configuring, managing, or improving a customer service system


Learning Objectives - What you will Learn in this MB-230T01: Microsoft Dynamics 365 Customer Service?

Introduction to Learning Outcomes and Concepts:

This course provides in-depth training on Microsoft Dynamics 365 Customer Service, focusing on configuring service capabilities, managing cases, implementing service levels, knowledge management, and leveraging insights for service improvement.

Learning Objectives and Outcomes:

  • Understand the core concepts and functionalities of Dynamics 365 Customer Service to enhance customer satisfaction.
  • Configure and use case management to effectively track and resolve customer issues.
  • Implement and manage queues to organize, prioritize, and monitor workload.
  • Define and enforce service level agreements (SLAs) and entitlements to adhere to service standards.
  • Utilize Dynamics 365 Customer Service workspace to optimize agent productivity and customer interactions.
  • Create and manage knowledge articles to provide consistent and accurate information to customers.
  • Set up and leverage Omnichannel for Customer Service to provide seamless support across various communication channels.
  • Integrate Customer Voice for capturing, analyzing, and acting on customer feedback through surveys.
  • Schedule and manage service activities efficiently to improve resource utilization and customer satisfaction.
  • Analyze service-related data using Customer Service Insights to identify trends and areas for improvement.

FAQ's


Yes, Koenig follows a BYOL(Bring Your Own Laptop) policy.
1-on-1 Public - Select your start date. Other students can be merged.
1-on-1 Private - Select your start date. You will be the only student in the class.
Yes, course requiring practical include hands-on labs.
Yes you can request your customer experience manager for the same.
You will receive the letter of course attendance post training completion via learning enhancement tool after registration.
It is recommended but not mandatory. Being acquainted with the basic course material will enable you and the trainer to move at a desired pace during classes.You can access courseware for most vendors.
Yes you can.
Yes, we also offer weekend classes.
We do accept all major credit cards from Visa, Mastercard, American Express, and Discover.
Credit card transactions normally take 48 hours to settle. Approval is given right away; however,it takes 48 hours for the money to be moved.
Yes, we do. For details go to flexi
Yes, we do offer corporate training More details
You can buy online from the page by clicking on "Buy Now". You can view alternate payment method on payment options page.
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We use the best standards in Internet security. Any data retained is not shared with third parties.
You can request a refund if you do not wish to enroll in the course.
To receive an acknowledgment of your online payment, you should have a valid email address. At the point when you enter your name, Visa, and other data, you have the option of entering your email address. Would it be a good idea for you to decide to enter your email address, confirmation of your payment will be emailed to you.
After you submit your payment, you will land on the payment confirmation screen.It contains your payment confirmation message. You will likewise get a confirmation email after your transaction is submitted.
Yes, we do accept partial payments, you may use one payment method for part of the transaction and another payment method for other parts of the transaction.
Yes, if we have an office in your city.
You can pay through debit/credit card or bank wire transfer.
Yes, this is our official email address which we use if a recipient is not able to receive emails from our @koenig-solutions.com email address.
Buy-Now. Pay-Later option is available using credit card in USA and India only.
Yes, you can pay from the course page and flexi page.
Yes, we do.
Yes, we do.
The Fee includes:
  • Official Course-Book
  • Testing Via Qubits
  • Remote Labs
Yes, Koenig Solutions is a Microsoft AI Cloud Partner having delivery capability across all titles.
Schedule for Group Training is decided by Koenig. Schedule for 1-on-1 is decided by you.
In 1 on 1 Public you can select your own schedule, other students can be merged. Choose 1-on-1 if published schedule doesn't meet your requirement. If you want a private session, opt for 1-on-1 Private.
Duration of Ultra-Fast Track is 50% of the duration of the Standard Track. Yes(course content is same).

Prices & Payments

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Travel and Visa

Yes we do after your registration for course.

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