Microsoft Dynamics 365 Technical Workshop: Implement the Modern Customer Service Experience Advanced
The Microsoft Dynamics 365 Technical Workshop: Implement the Modern Customer Service Experience equips functional consultants with skills to design and automate customer service solutions using case management, Copilot in Service, and unified routing. It addresses the growing demand for certified professionals, as Microsoft reports over 3 million certified individuals globally, helping teams resolve cases faster and improve customer satisfaction.
This course prepares learners for the MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant exam. Koenig Solutions offers official vendor-authorized courseware and 30-day lab access, enabling hands-on practice. Enroll to gain expertise in Dynamics 365 Copilot and become a certified consultant, unlocking career advancement in high-demand digital transformation roles.
Training Formats & Pricing
100% Happiness Guarantee · Free Rescheduling · Secure Payment
Course Overview
The Microsoft Dynamics 365 Technical Workshop: Implement the Modern Customer Service Experience by Microsoft is designed to equip professionals with the skills needed to configure and optimize Dynamics 365 Customer Service for enhanced customer engagement. This course prepares candidates for the MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant exam, serving roles such as Dynamics 365 Functional Consultant, Customer Service Manager, and Technical Consultant. With over 60% of Fortune 500 companies adopting Dynamics 365 to streamline service operations, this training addresses a growing industry demand for experts who can implement scalable, AI-driven customer service solutions using Microsoft's integrated platform.
Participants engage with core technologies including Dynamics 365 Customer Service Hub, Power Platform, AI-powered Copilot for Service, Service Level Agreements (SLAs), case routing, and Customer Service Insights. Through hands-on labs in a cloud-based Microsoft 365 tenant environment, students configure end-to-end service workflows, build custom agent experience profiles, and implement intelligent case routing using real-world scenarios. A key project involves deploying Copilot in a contact center simulation to automate agent tasks and deflect routine inquiries, providing practical experience in modernizing support operations with generative AI.
This course prepares learners for the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification, widely recognized for validating applied expertise in customer service automation. Certified professionals report an average salary increase of 20%, with senior consultants earning up to $140,000 annually in the U.S. Koenig Solutions enhances this learning path with Guaranteed-to-Run scheduling and official Microsoft courseware, ensuring consistent access to updated content. Completing this training positions individuals to lead digital transformation initiatives and drive measurable improvements in customer satisfaction and operational efficiency.
What You'll Learn
Prerequisites
- Basic understanding of Microsoft Power Platform administration and familiarity with Azure cloud concepts.
- Experience with Dataverse security roles and managing user access within the Power Platform environment.
- Knowledge of Power Automate cloud flows and their application in automating customer service business processes.
- Proficiency in configuring session templates and application tab templates within the Customer Service workspace.
- Working understanding of unified routing configuration and workstream management in Dynamics 365 Customer Service.
- Experience with legacy system migration strategies, specifically transitioning from Unified Service Desk to Customer Service workspace.
Certification Exam
Everything you need to know about the Microsoft Dynamics 365 Technical Workshop: Implement the Modern Customer Service Experience certification exam
What's Included in Your Training
Every enrollment comes packed with resources to maximise your learning and exam success
Exam Preparation Materials
Practice Test Questions (200+)
Certificate of Completion
Post-Training Support (30 days)
Session Recording Access
Free Rescheduling (7+ days notice)
Career Outcomes
of Microsoft Dynamics 365 Technical Workshop: Implement the Modern Customer Service Experience certified professionals report career advancement within 6 months
Salary Impact
Average salary increase reported after obtaining the Microsoft Dynamics 365 Technical Workshop: Implement the Modern Customer Service Experience certification
*Source: Glassdoor / LinkedIn 2025
Job Roles
- Dynamics 365 Customer Service Functional Consultant
- CRM Functional Consultant
- Customer Service Solutions Analyst
- Dynamics 365 Business Analyst
- Customer Experience Consultant
- Service Operations Consultant
Companies Hiring
and 5,000+ organizations worldwide seeking Microsoft Dynamics 365 Technical Workshop: Implement the Modern Customer Service Experience certified professionals
Course Student Reviews
Real results from IT professionals who trained with Koenig — rated 4.9/5 from 18,400+ verified reviews.
-
★★★★★
“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 -
★★★★★
“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
Resources
Learn more about Microsoft Dynamics 365 Technical Workshop: Implement the Modern Customer Service Experience before you enroll
Microsoft Certification Roadmap: Fundamentals to Expert 2025
Introduction Microsoft certifications remain one of the most valuable investments for IT professionals seeking to validate their expertise a…
Read GuideHow Microsoft SQL Server Training Can Boost Your Data Career
In the data-driven world we live in, the ability to manage, manipulate, and secure data has become one of the most sought-after skills acros…
Read ArticleTop Skills You’ll Gain from Microsoft Office 365 Training
Microsoft Office 365 has become the backbone of the modern digital workplace, powering communication, collaboration, and productivity for mi…
Read ArticleHappiness Guarantee
We are so confident in the quality of our training that we offer a full money-back guarantee. Not satisfied? Contact us within 24 hours of your first session — we'll refund you completely, no questions asked.