Dynamics 365 Customer Service Functional Consultant Associate MB-230
Microsoft Certified - 4-DayA course that prepares functional consultants to configure and manage Dynamics 365 Customer Service, from cases, queues, and knowledge management through to routing, service-level agreements, and Copilot-assisted service.
Program Fee
Exam vouchers, exam mock tests, quizzes, lab support, mini projects
Request Syllabus / Call BackProgram Overview
This course teaches functional consultants to configure and manage customer service solutions using Microsoft Dynamics 365 Customer Service. Participants learn to set up cases, queues, and entitlements, manage knowledge articles, and configure routing and workload distribution. The programme covers service-level agreements, Omnichannel for Customer Service, and Copilot-assisted capabilities that help agents resolve issues faster. It extends into analytics, monitoring, and continuous improvement so that service operations run efficiently and meet business requirements. It suits functional consultants and Dynamics 365 professionals implementing customer service solutions, and is delivered through instructor-led presentation, guided demonstrations, and hands-on labs.
What You'll Learn
- Configure case management and entitlements
- Implement queues, routing and omnichannel
- Configure knowledge management and Customer Service Hub
- Implement service-level agreements and automation
- Analyze customer service performance with dashboards
Who Can Join
- •Customer Service Functional Consultants
- •CRM Analysts
- •Support Operations Managers
PREREQUISITES
• Foundational familiarity with the subject area (equivalent to the relevant Fundamentals-level course)
• Basic hands-on comfort with the relevant Microsoft tools
Curriculum
→ Configure case management and entitlements
→ Implement queues, routing and omnichannel
Total: 28h 30m across 3 modules
Tools & Technologies
Projects Included
- ▹ Lab [M01]: Configure case management and entitlements
- ▹ Lab [M02]: Configure knowledge management and Customer Service...
- ▹ Lab [M03]: Analyze customer service performance with dashboards
Official Certifications
Prepares participants for the Microsoft MB-230 certification examination. Issued by Microsoft upon a passing score of 700 out of 1,000. A CertTulen Academy Certificate of Completion is also awarded.
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