Overview of Course

MB-230T01: Microsoft Dynamics 365 Customer Service is a training course that helps participants learn the skills necessary to configure and manage customer service in a Dynamics 365 environment.

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Course Highlights

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Understand the key concepts of customer service management in Dynamics 365

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Learn how to configure customer service settings in Dynamics 365

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Understand how to manage cases, knowledge base articles, and queues

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    Real-world Projects

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Skills You’ll Learn


Configuring customer service settings


Creating and managing cases, knowledge base articles, and queues


Using automation to streamline customer service operations


Configuring and managing entitlements and service level agreements (SLAs)

Training Options

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1-on-1 Training

USD 1000 / INR 81000
  • Option Item Access to live online classes
  • Option Item Flexible schedule including weekends
  • Option Item Hands-on exercises with virtual labs
  • Option Item Session recordings and learning courseware included
  • Option Item 24X7 learner support and assistance
  • Option Item Book a free demo before you commit!
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Corporate Training

On Request
  • Option Item Everything in 1-on-1 Training plus
  • Option Item Custom Curriculum
  • Option Item Extended access to virtual labs
  • Option Item Detailed reporting of every candidate
  • Option Item Projects and assessments
  • Option Item Consulting Support
  • Option Item Training aligned to business outcomes
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Course Reviews


  • Introduction to Cases
  • Creating and Managing Cases
  • Using Queues to Manage Cases
  • Automating Case Creation and Updates
  • Unified Routing

  • Creating and Managing Entitlements
  • Creating and Managing Service Level Agreements

  • Creating Knowledge Management Solutions
  • Using Knowledge Articles to Resolve Cases
  • Creating and Managing SLAs

  • Introduction to Customer Voice
  • Creating a Survey Project
  • Creating and Sending Surveys
  • Automating Surveys

  • Configuring Customer Service Scheduling
  • Scheduling Services

  • Enhancing Agent Productivity
  • App Profile Manager

  • Introduction to Omnichannel for Customer Service
  • Routing and Work Distribution
  • Deploying an SMS Channel
  • Deploying Chat Widgets
  • Creating Smart Assist Solutions

  • Introduction to Analytics and Insights
  • Creating Visualizations

  • Introduction to Connected Customer Service
  • Registering and Managing Devices

  • Introduction to Microsoft Power Platform
  • Creating Custom Apps
  • Integrating a Power Virtual Agents Bot
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Target Audience:

  • Individuals looking to learn how to configure and manage customer service operations in a Dynamics 365 environment
  • Customer service managers and professionals
  • Technical consultants
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  • Basic understanding of Microsoft Dynamics 365
  • Knowledge of customer service processes and best practices
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Benefits of the course:

  • Gain an in-depth understanding of managing customer service operations in a Dynamics 365 environment
  • Learn how to configure and manage cases, knowledge base articles, and queues
  • Gain hands-on experience in using automation to streamline customer service operations
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Exam details to pass the course:

  • Exam MB-230: Microsoft Dynamics 365 for Customer Service
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Certification path:

  • Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
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Career options:

  • Dynamics 365 Customer Service Functional Consultant
  • Customer Service Manager
  • Technical Consultant

Why should you take this course from Skillzcafe:

Why should you take this course from Skillzcafe:
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Microsoft Dynamics 365 Customer Service is a cloud-based platform that helps organizations deliver excellent customer service experiences across multiple channels.

By taking this course, you will gain valuable skills that will help you provide exceptional customer service experiences. You will learn how to use Microsoft Dynamics 365 Customer Service to manage cases, create knowledge management solutions, and schedule services. You will also learn how to use Microsoft Power Platform and Customer Voice to create custom apps and surveys.

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