Enroll Now for MB-230T01: Microsoft Dynamics 365 Customer Service Course - Boost Your Career

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

The MB-230T01: Microsoft Dynamics 365 Customer Service certification enhances knowledge and skills with the Microsoft Dynamics 365 customer service application. It provides a thorough understanding of the app's functionality, ranging from setup, data management, to operations. This certification is vital to industries that leverage Dynamics 365 for customer service, as it equips professionals with competencies to manage and configure support and service factors. A knowledge of Dynamics 365, business scenarios, and customer service processes and practices is required to attain this certification, making it a valuable credential for those engaged in customer service roles, project management, solution architecture, and functional consultancy.


The 1-on-1 Advantage

Get 1-on-1 session with our expert trainers at a date & time of your convenience.

Flexible Dates

Start your session at a date of your choice-weekend & evening slots included, and reschedule if necessary.

4-Hour Sessions

Training never been so convenient- attend training sessions 4-hour long for easy learning.

Destination Training

Attend trainings at some of the most loved cities such as Dubai, London, Delhi(India), Goa, Singapore, New York and Sydney.

You will learn:

Module 1: Cases Management
  • Customer service overview: Get started with Dynamics 365 Customer Service
  • Managing cases: Managing cases with Dynamics 365 Customer Service
  • Queues: Use Microsoft Dynamics 365 Customer Service queues to manage case workloads
  • Record creation rules: Create or update records automatically in Customer Service Hub
  • Unified Routing: Unified Routing in Dynamics 365 Customer Service
  • Entitlements: Create and manage entitlements in Microsoft Dynamics 365 Customer Service
  • SLAs: Manage Service Level Agreements with Dynamics 365 Customer Service
  • Create knowledge management solutions in Dynamics 365 Customer Service
  • Use knowledge articles to resolve Dynamics 365 Customer Service cases
  • Work with Dynamics 365 Customer Service workspaces
  • Enhance agent productivity with Customer Service workspace
  • Create custom experiences for agents with the App profile manager in Customer Service
  • Examine routing options available
  • Basic Routing
  • Getting Started with Unified Routing
  • Get started with Omnichannel for Customer Service
  • Routing and Distribution
  • Channel Configuration
  • Create a survey project with Dynamics 365 Customer Voice
  • Create surveys with Dynamics 365 Customer Voice
  • Send Dynamics 365 Customer Voice surveys
  • Automate Dynamics 365 Customer Voice surveys with Power Automate
  • Configuring Customer Service scheduling
  • Schedule services with Customer Service scheduling
  • Get started with Customer Service Insights
  • Create visualizations for Customer Service
  • Omnichannel Insights
  • Get started with Connected Customer Service for Dynamics 365 and Azure IoT
  • Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT
  • Create custom apps for Dynamics 365 Customer Service
  • Integrate a Power Virtual Agents bot with Omnichannel for Customer Service
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.

2200 + If you accept merging of other students. Per Participant Incl. Official Course-Book & excluding VAT/GST
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
1600 Per Participant Incl. Official Course-Book & excluding VAT/GST
02 - 05 Oct
09:00 AM - 05:00 PM CST
(8 Hours/Day)
06 - 09 Nov
09:00 AM - 05:00 PM CST
(8 Hours/Day)
Winner of the Microsoft’s Asia Superstar Campaign in FY 22
Winner of the Microsoft’s Asia Superstar Campaign in FY 22
Course Prerequisites
• Basic understanding of Microsoft Dynamics 365
• Familiarity with standard customer service processes
• Proficiency in using Windows 10 operating system and Office 365 suite
• Prior experience with Microsoft's cloud-based services
• Excellent written and verbal communication skills

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

MB-230T01: Microsoft Dynamics 365 Customer Service certification training is a course designed to provide knowledge about managing customer interactions using Dynamics 365. Subjects covered include working with case management, interactive service hub, configuring services, defining service level agreements, managing service scheduling and facilitating customer self-service solution. This training highlights the role of customer service representatives, supervisors, and managers, illustrating how each role utilizes the application.

Why Should You Learn MB-230T01: Microsoft Dynamics 365 Customer Service?

The MB-230T01: Microsoft Dynamics 365 Customer Service course offers numerous benefits. It equips learners with comprehensive knowledge of customer service implementation, enhances skills in managing customer relationships, reduces response times & escalations, and improves overall productivity. This course also opens up new career opportunities in the customer service industry.

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

- Customer service representatives or agents looking to enhance their skills
- Individuals pursuing a career in customer service
- System administrators, business analysts, and power users aiming to learn about Microsoft Dynamics 365
- Consultants in the role of functional consultant for Dynamics 365 Customer Service
- Management personnel planning to incorporate Microsoft Dynamics 365 in their operations.

Why Choose Koenig for MB-230T01: Microsoft Dynamics 365 Customer Service Certification Training?

- Certified Instructor: Benefit from expert guidance provided by Microsoft-certified trainers with industry experience.
- Boost Your Career: Enhance your job prospects and earning potential in the IT sector with recognized certification.
- Customized Training Programs: Tailor-made materials and training plans to suit your learning style and career goals.
- Affordable Pricing: High-quality training at competitive prices.
- Top Training Institute: Koenig is acknowledged as a leading IT certification training provider.
- Flexible Dates: Choose convenient dates to fit your busy schedule.
- Instructor-Led Online Training: Interactive, live online classes led by professionals.
- Wide Range of Courses: Access to a large variety of IT courses.
- Accredited Training: Affiliated with recognized international certification bodies.

MB-230T01: Microsoft Dynamics 365 Customer Service Skills Measured

Upon completing MB-230T01: Microsoft Dynamics 365 Customer Service certification training, an individual will gain skills in configuring the basic settings and core functionality of customer service, managing cases and the knowledge base, managing queues, entitlements, and service level agreements. Moreover, they'll learn how to configure voice inputs and work with the Dynamics 365 Customer Service system. The training also equips individuals to optimize and analyze customer service data and report on customer interaction which is crucial for improving the customer service process.

Top Companies Hiring MB-230T01: Microsoft Dynamics 365 Customer Service Certified Professionals

Top companies like Microsoft, Accenture, Avanade, Infosys, IBM, Deloitte, Capgemini, and DXC Technology are actively seeking professionals certified in MB-230T01: Microsoft Dynamics 365 Customer Service. These companies value the specialized knowledge and skills obtained through this certification, making them ideal employers for certified individuals.

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

In the MB-230T01: Microsoft Dynamics 365 Customer Service course, students will learn to configure the basic settings of the Microsoft Dynamics 365 Customer Service module. The learning objectives include understanding the case management process, learning how to create and manage cases in the system, learning how to use the knowledge base for case resolution, and understanding the interaction and service channels provided by Dynamic 365 for customer service. Students will also learn how to analyze and report on service management data to improve customer service operations.
Student Name Feedback
Ed Moore
United States
A1. Shifali was very patient with me, as most of this information is very new to me.
Ronald Espinal
United States
A1. You demonstrated great leadership
Alexander Scapin
United States
A1. Shahid was very ethaustic to explain all the elements of this course and was able to provide feedback or/and answers if something was unclear.
Patricia Gutiérrez
United States
A1. It has been a positive experience. He's adapted to our needs and requests.
Nick Dogger
United States
A1. Keep up the good work!
Tiffany Ruble
United States
A1. The trainer was very friendly. I appreciate the consistent breaks as I do not like to sit too long without getting up. If I had to provide some constructive feedback, I would say that there should be activities required (like the labs) for every section that we cover. It helps me better retain information when I have hands on experience.
Thomas Walker
United States
A1. Shahid was very knowledgeable and passionate about sharing and providing this information. Great presentation.
Matt Bobola
United States
A1. Great job, very knowledgeable
Charlene Wilde
United States
A1. I enjoyed how hands on the trainers were and with the training and labs. This approach helped me to learn the concepts.
Brooks Davis
United States
A1. Thank you for your dedication
United States
A1. Vandana is an excellent instructor. She takes the time to answer questions and to make sure that the student understands the information. One small suggestion, when the student is asking a question, I would suggest that Vandana waits until the student has finished asking the question to make sure she understands what they are asking. Sometimes Vandana would jump in before I could finish the question in her desire to help. Then we would have to backtrack for me to clarify my question. But that is only a minor issue. I will definitely request Vandana as an instructor again.
Droxene Newman
United States
A1. Shahid & Hammad provided detailed and easy-to-understand explanations of the requested topics. Through a combination of slides and live demonstrations, the trainers have helped our group to better understand Dynamics and how we can implement it for our business needs.
Pavan Irukuvajula
United States
A1. Good subject knowledge
Roland Apan
United States
A1. Thanks for your detailed explanation and patience.
Amit Kumar
United States
A1. Mohan is a fantastic trainer with in-depth knowledge of the product. He was very flexible and made the course interesting with real life example. He is a great asset for your organisation.


Yes, course requiring practical include hands-on labs.
Yes, Koenig follows a BYOL(Bring Your Own Laptop) policy.
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.
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.
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 you can.
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, we also offer weekend classes.
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.
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, we do. For details go to flexi
You can pay through debit/credit card or bank wire transfer.
Yes, you can pay from the course page and flexi page.
Yes, the site is secure by utilizing Secure Sockets Layer (SSL) Technology. SSL technology enables the encryption of sensitive information during online transactions. We use the highest assurance SSL/TLS certificate, which ensures that no unauthorized person can get to your sensitive payment data over the web.
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.
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.
Yes, fee excludes local taxes.
Yes, we do.
The Fee includes:
  • Official Course-Book
  • Testing Via Qubits
  • Remote Labs
Yes, Koenig Solutions is a Microsoft Gold Learning Partner
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

Yes, We are
Yes of course.

Travel and Visa

Yes we do after your registration for course.

Food and Beverages



All our trainers are fluent in English . Majority of our customers are from outside India and our trainers speak in a neutral accent which is easily understandable by students from all nationalities. Our money back guarantee also stands for accent of the trainer.
Medical services in India are at par with the world and are a fraction of costs in Europe and USA. A number of our students have scheduled cosmetic, dental and ocular procedures during their stay in India. We can provide advice about this, on request.
Yes, if you send 4 participants, we can offer an exclusive training for them which can be started from Any Date™ suitable for you.
Says our CEO-
“It is an interesting story and dates back half a century. My father started a manufacturing business in India in the 1960's for import substitute electromechanical components such as microswitches. German and Japanese goods were held in high esteem so he named his company Essen Deinki (Essen is a well known industrial town in Germany and Deinki is Japanese for electric company). His products were very good quality and the fact that they sounded German and Japanese also helped. He did quite well. In 1970s he branched out into electronic products and again looked for a German name. This time he chose Koenig, and Koenig Electronics was born. In 1990s after graduating from college I was looking for a name for my company and Koenig Solutions sounded just right. Initially we had marketed under the brand of Digital Equipment Corporation but DEC went out of business and we switched to the Koenig name. Koenig is difficult to pronounce and marketeers said it is not a good choice for a B2C brand. But it has proven lucky for us.” – Says Rohit Aggarwal (Founder and CEO - Koenig Solutions)