MB-230: Microsoft Dynamics 365 Customer Service

MB-230: Microsoft Dynamics 365 Customer Service

Course Description

Deliver exceptional customer experiences and streamline service operations with MB-230: Microsoft Dynamics 365 Customer Service. This instructor-led course provides in-depth training on configuring and using the powerful capabilities of Dynamics 365 Customer Service to manage cases, automate support workflows, and enhance customer satisfaction.

You’ll explore key features such as case management, knowledge base integration, service level agreements (SLAs), Omnichannel for Customer Service, and Power Virtual Agents. Learn how to empower your support team with intelligent tools, AI-driven insights, and consistent service processes across all customer touchpoints.

Audience Profile

This course is designed for:

• Customer service professionals, team leads, and supervisors who want to modernize support operations using Dynamics 365.

• Consultants and business analysts responsible for implementing or optimizing customer service solutions.

• Functional consultants and system administrators who configure, customize, and support the Dynamics 365 Customer Service environment.

• Anyone preparing for the MB-230 certification exam as part of the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate credential.

Basic familiarity with Dynamics 365 applications and Microsoft Power Platform is recommended.

Course Outline

Module 1: Introduction to Dynamics 365 Customer Service

• Overview of Dynamics 365 Customer Service capabilities

• Core benefits for customer support teams and business operations

• Navigating the Customer Service Hub and agent experiences

Module 2: Case Management and Record Handling

• Creating, managing, and resolving service cases

• Working with queues, routing rules, and entitlements

• Implementing case life cycle best practices

Module 3: Knowledge Management

• Setting up and configuring a knowledge base

• Using knowledge articles to improve case resolution

• Integrating knowledge management across channels

Module 4: Service Level Agreements and Entitlements

• Defining and applying SLAs to support cases

• Creating entitlement templates for service delivery

• Monitoring SLA KPIs and compliance tracking

Module 5: Omnichannel for Customer Service

• Configuring Omnichannel engagement for live chat and voice

• Using smart assist, agent scripts, and productivity tools

• Routing and managing conversations across digital channels

Module 6: Automation with Power Platform Tools

• Automating service workflows using Power Automate

• Embedding Power Virtual Agents for conversational support

• Customizing dashboards and analytics with Power BI

Module 7: Insights, Reporting, and Best Practices

• Analyzing service performance with built-in reports

• Using AI insights to improve resolution time and satisfaction

• Aligning service delivery with customer expectations and business goals

Hands-on Experience

This course includes 40% to 50% hands-on activities, giving participants the opportunity to apply configurations, manage live cases, set up automation, and use Omnichannel capabilities directly within a Dynamics 365 Customer Service environment.