MB-230T01: Microsoft Dynamics 365 Customer Service Training

Last Updated: 04-02-2025

Enhance your customer service skills and learn how to deliver superior customer experiences with the MB-230T01: Microsoft Dynamics 365 Customer Service Training. This course provides in-depth knowledge of how Dynamics 365 Customer Service can help organizations efficiently manage customer interactions, optimize support processes, and drive business success.

Throughout the course, you’ll learn how to configure the customer service module, set up case management, service-level agreements (SLAs), knowledge management, and empower agents to provide high-quality support. Whether you're a customer service manager, business analyst, or consultant, this course will provide you with the tools and knowledge to implement customer service solutions in Dynamics 365 and prepare you for the MB-230 certification exam.

Schedule & Fee
Learning Objectives
Prerequisites
Target Audience
Course Modules
FAQs

Schedule	Learners	Course Fee (Incl. of all Taxes)	Register Your Interest
February 28^th - 08^th 09:00 AM - 05:00 PM (CST) Live Virtual Classroom (Duration : 32 Hours)		10% Off $1,280 $1,152 Fast Filling! Hurry Up.
March 02^nd - 05^th 09:00 AM - 05:00 PM (CST) Live Virtual Classroom (Duration : 32 Hours)		20% Off $1,280 $1,024
March 09^th - 12^th 09:00 AM - 05:00 PM (CST) Live Virtual Classroom (Duration : 32 Hours)		20% Off $1,280 $1,024
March 14^th - 22^nd 09:00 AM - 05:00 PM (CST) Live Virtual Classroom (Duration : 32 Hours)		20% Off $1,280 $1,024
March 16^th - 25^th 06:00 AM - 10:00 PM (CST) Live Virtual Classroom (Duration : 32 Hours)		20% Off $1,280 $1,024
March 16^th - 19^th 09:00 AM - 05:00 PM (CST) Live Virtual Classroom (Duration : 32 Hours) Guaranteed-to-Run		20% Off $1,280 $1,024
March 23^rd - 26^th 09:00 AM - 05:00 PM (CST) Live Virtual Classroom (Duration : 32 Hours) Guaranteed-to-Run		20% Off $1,280 $1,024
March 28^th - 05^th 09:00 AM - 05:00 PM (CST) Live Virtual Classroom (Duration : 32 Hours)		20% Off $1,280 $1,024
April 06^th - 09^th 09:00 AM - 05:00 PM (CST) Live Virtual Classroom (Duration : 32 Hours)		25% Off $1,280 $960
April 11^th - 19^th 09:00 AM - 05:00 PM (CST) Live Virtual Classroom (Duration : 32 Hours)		25% Off $1,280 $960
April 13^th - 16^th 09:00 AM - 05:00 PM (CST) Live Virtual Classroom (Duration : 32 Hours)		25% Off $1,280 $960
April 20^th - 29^th 06:00 AM - 10:00 PM (CST) Live Virtual Classroom (Duration : 32 Hours)		25% Off $1,280 $960

Course Prerequisites

Basic understanding of customer service operations and business processes.
Familiarity with Microsoft Dynamics 365 and cloud-based solutions is helpful but not required.
Experience in a customer service-related role is beneficial but not mandatory.

Learning Objectives

By the end of this course, you will be able to:

Set up and configure the Dynamics 365 Customer Service module, including key features like case management, SLAs, and knowledge management.
Implement customer service processes such as case resolution, service requests, and customer interactions.
Create and manage service-level agreements (SLAs) and work with entitlements to ensure optimal service delivery.
Leverage the power of knowledge management to enable agents and customers to resolve issues quickly.
Use analytics and reporting tools to track key performance indicators (KPIs) and improve customer service operations.
Integrate customer service capabilities with other Dynamics 365 modules, such as Sales and Field Service, for seamless customer interactions.
Prepare for the MB-230 certification exam with practice exercises and review of key topics.

Target Audience

This course is ideal for:

Customer Service Managers looking to implement or optimize customer service processes with Dynamics 365.
Business Analysts and Functional Consultants focused on customer service solutions.
Customer Support Professionals who want to improve their efficiency by leveraging Dynamics 365 features.
IT professionals and System Administrators tasked with configuring or managing Dynamics 365 Customer Service environments.
Individuals preparing for the MB-230 certification exam.

Course Modules

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