MB-230T01: Microsoft Dynamics 365 Customer Service

The MB-230 course empowers your team to enhance customer experience by teaching them to create and manage cases, analyze customer service data, schedule services, and design workspaces. This training fosters continuous improvement in the customer journey, enabling teams to achieve better results and deliver exceptional service.

Course Details

Price:

$2,495.00

Days:

Location:

Virtual

Course Overview

Here are the course objectives formatted into a bullet list:

• Install and configure the customer service app
• Identify common customer service scenarios
• Complete a case resolution process
• Analyze customer service data
• Automate case management record processing
• Create and use knowledge articles
• Create and use entitlements and service level agreements
• Work with Omnichannel
• Work with Connected Customer Service
• Work with Customer Service Scheduling
• Work with Customer Service Insights
• Work with Microsoft Power Platform
• Work with Customer Service workspaces

No specific prerequisites are required for this course. Basic computer literacy and familiarity with fundamental concepts in the subject area are recommended for the best learning experience.

• Create customer surveys with Dynamics 365 Customer Voice
• Send Dynamics 365 Customer Voice surveys
• Automate Dynamics 365 Customer Voice surveys with Power Automate
• Set up Customer Service Scheduling
• Schedule services with Customer Service Scheduling
• Enhance agent productivity with Customer Service workspace
• Get started with Customer Service Insights
• Create visualizations for Dynamics 365 Customer Service
• Get started with Connected Customer Service for Dynamics 365 and Azure IoT
• Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT
• Integrate a Power Virtual Agents bot with Omnichannel for Customer Service
• Create custom apps for Dynamics 365 Customer Service
• Get started with Omnichannel for Customer Service
• Route and distribute work with unified routing in Dynamics 365 Customer Service
• Create custom experiences for agents with the App profile manager in Customer Service
• Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service
• Create smart assist solutions in Omnichannel for Dynamics 365 Customer Service
• Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
• Create knowledge management solutions in Dynamics 365 Customer Service
• Create and manage entitlements in Microsoft Dynamics 365 Customer Service
• Use knowledge articles to resolve Dynamics 365 Customer Service cases
• Create a survey project with Dynamics 365 Customer Voice
• Get started with Dynamics 365 Customer Service
• Managing cases with Dynamics 365 Customer Service Hub
• Use Microsoft Dynamics 365 Customer Service queues to manage case workloads
• Create or update records automatically in Customer Service Hub
• Get started with unified routing for Dynamics 365 Customer Service
• Work with service-level agreements in Dynamics 365 Customer Service
• Create knowledge management solutions in Dynamics 365 Customer Service
• Use knowledge articles to resolve Dynamics 365 Customer Service cases
• Create a survey project with Dynamics 365 Customer Voice
• Create customer surveys with Dynamics 365 Customer Voice
• Send Dynamics 365 Customer Voice surveys
• Automate Dynamics 365 Customer Voice surveys with Power Automate
• Set up Customer Service scheduling
• Schedule services with Customer Service scheduling
• Enhance agent productivity with Customer Service workspace
• Create custom experiences for agents with agent experience profiles in Customer Service
• Get started with Omnichannel for Customer Service
• Route and distribute work with unified routing in Dynamics 365 Customer Service
• Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service
• Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
• Create smart assist solutions in Omnichannel for Dynamics 365 Customer Service
• Get started with Customer Service Insights
• Create visualizations for Dynamics 365 Customer Service
• Get started with Connected Customer Service for Dynamics 365 and Azure IoT
• Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT
• Create custom apps for Dynamics 365 Customer Service
• Integrate a Microsoft Copilot Studio copilot with Omnichannel for Customer Service
• Create or update records automatically in the Customer Service Hub
• Get started with unified routing for Dynamics 365 Customer Service
• Use Microsoft Dynamics 365 Customer Service queues to manage case workloads
• Get started with Dynamics 365 Customer Service
• Managing cases with Dynamics 365 Customer Service Hub

Class Dates & Times


6/3/2025 Virtual 09:00:00-17:00:00 CST Enroll Now $2,495.00
7/8/2025 Virtual 09:00:00-17:00:00 CST Enroll Now $2,495.00
8/5/2025 Virtual 09:00:00-17:00:00 CST Enroll Now $2,495.00
9/9/2025 Virtual 09:00:00-17:00:00 CST Enroll Now $2,495.00
10/7/2025 Virtual 09:00:00-17:00:00 CST Enroll Now $2,495.00
11/4/2025 Virtual 09:00:00-17:00:00 CST Enroll Now $2,495.00
12/9/2025 Virtual 09:00:00-17:00:00 CST Enroll Now $2,495.00

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