Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB230)

In the dynamic landscape of customer relationship management (CRM), businesses are increasingly relying on advanced tools and platforms to streamline their customer service processes. Microsoft Dynamics 365, a comprehensive suite of business applications, plays a pivotal role in empowering organizations to deliver exceptional customer service. The Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB-230) certification training is designed to validate the skills and expertise of professionals in leveraging Dynamics 365 for optimal customer service management. 

This four-day Microsoft certified course offers any organization an opportunity for customer success.  Using tools such as automatic case creation and queue management frees up your time to dedicate it where you can have a greater impact, directly with your customers.Join our team of globally recognized experts as they take you step by step from creating cases to interacting with customers to resolving those cases.

This training is a comprehensive preparation for the MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant exam for obtaining the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification.


Applicable solutions

Private class

Virtual classroom
Minimum no. of participants: 5
4 days / 28 hours
Price on request
English or French
Training plan: 

Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230T00)

Module 1: Get started with Dynamics 365 Customer Service

  • Introducing Dynamics 365 Customer Service
  • Customer Service core components
  • Understand the modern customer journey

Module 2: Managing cases with Dynamics 365 Customer Service Hub

  • Case management overview
  • Case creation and lifecycle
  • Considerations for case creation automation
  • Exercise - Create and resolve cases
  • Case management scenarios
  • Case management dashboard scenarios
  • Case management work with cases scenarios
  • Work with status reason transitions
  • Exercise - Manage cases in Microsoft Dynamics 365

Module 3: Use Microsoft Dynamics 365 Customer Service queues to manage case workloads

  • Introduction to Microsoft Dynamics 365 queues
  • Configure tables for queues
  • Create a Microsoft Dynamics 365 queue
  • Work with queues
  • Exercise - Use queues to manage case workloads
  • Routing rule sets
  • Exercise - Use routing rules to assign cases to specific queues

Module 4: Create or update records automatically in Customer Service Hub

  • Set up rules to create or update records automatically
  • Configure rules for creating or updating records automatically
  • Map records manually with Power Automate
  • Complete and activate your rule
  • Use the activity monitor to review and track rules

Module 5: Get started with unified routing for Dynamics 365 Customer Service

  • Route cases by using basic routing rule sets
  • Set up unified routing
  • Create and manage users
  • Create and manage queues for unified routing
  • Set up workstreams for record routing

Module 6: Create and manage entitlements in Microsoft Dynamics 365 Customer Service

  • Overview of entitlements
  • Create entitlement records
  • Work with entitlement channels
  • Other considerations
  • Exercise - Manage support contracts by using entitlements
  • Define entitlement templates

Module 7: Create knowledge management solutions in Dynamics 365 Customer Service

  • Knowledge management overview
  • Create and define knowledge articles
  • Knowledge article lifecycle
  • Manage knowledge article versions, categories, and translations
  • Knowledge article publication
  • Exercise - Create and maintain knowledge articles

Module 8: Use knowledge articles to resolve Dynamics 365 Customer Service cases

  • Knowledge article and case resolution overview
  • Enable and configure entities for Knowledge Search
  • Configure article search and display options
  • Search for knowledge articles
  • Exercise - Resolve Microsoft Dynamics 365 cases by using knowledge articles
  • Article analytics

Module 9: Create a survey project with Dynamics 365 Customer Voice

  • Dynamics 365 Customer Voice
  • Projects in Dynamics 365 Customer Voice
  • Create your first project
  • Exercise - Create a basic project

Module 10: Create customer surveys with Dynamics 365 Customer Voice

  • Survey headers and branding
  • Add branching logic to surveys
  • Personalize a survey with variables
  • Add satisfaction metrics to a survey and project
  • Add multiple languages for your surveys
  • Exercise - Create a basic survey

Module 11: Send Dynamics 365 Customer Voice surveys

  • Create and personalize email templates
  • Translate email templates into other languages
  • Email a survey
  • Upload CSV files
  • Use links and QR codes
  • Analyze survey reports
  • Exercise - Create an email template

Module 12: Automate Dynamics 365 Customer Voice surveys with Power Automate

  • Send a survey with Power Automate
  • Create an invitation
  • Expand variables to further customize surveys
  • Use the locale variable for multilingual surveys
  • Use variables for follow-up actions
  • Exercise – Create a survey invitation

Module 13: Set up Customer Service scheduling

  • Set up service scheduling
  • Define resources
  • Define resource groups, facilities, and sites

Module 14: Schedule services with Customer Service scheduling

  • Set up fulfillment preferences
  • Create service activities
  • Schedule service activities

Module 15: Enhance agent productivity with Customer Service workspace

  • Explore the Customer Service workspace user interface
  • View and edit records
  • Work with case records
  • Use the Productivity pane in Customer Service workspace

Module 16: Create custom experiences for agents with agent experience profiles in Customer Service

  • Create and use agent experience profiles to manage apps
  • Application tab templates
  • Session templates
  • Manage notification settings and templates
  • Use templates in workstreams

Module 17: Get started with Omnichannel for Customer Service

  • Use the agent interface
  • Manage sessions and work with applications
  • Work with conversations
  • Work with customer information
  • Helping an agent's productivity
  • Work with AI features
  • Helping an agent's productivity

Module 18: Route and distribute work with unified routing in Dynamics 365 Customer Service

  • Set up work classification
  • Route items to queues
  • Set up work assignments in queues
  • Get started with intelligent routing
  • Diagnostics

Module 19: Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service

  • Configure phone numbers and messaging accounts
  • Configure SMS workstream
  • Configure SMS workstream options
  • Route SMS conversations
  • Configure Additional Settings

Module 20: Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service

  • Set up a workstream for chat
  • Create a chat channel
  • Allow chat transcripts and file downloads
  • Work with prechat and post-chat surveys
  • Embed a chat widget in a portal
  • Use proactive chat

Module 21: Create smart assist solutions in Omnichannel for Dynamics 365 Customer Service

  • Work with Microsoft Adaptive Cards
  • Build a smart assist bot
  • Integrate a smart assist bot with Omnichannel for Customer Service
  • View AI-suggested similar cases and knowledge articles

Module 22: Get started with Customer Service Insights

  • Introduction to Customer Service Insights
  • Configure Customer Service Insights
  • Use Customer Service Analytics dashboards in Power BI
  • Discover Customer Service Insights dashboards
  • Discover Knowledge search analytics

Module 23: Create visualizations for Dynamics 365 Customer Service

  • Create and use charts
  • Create dashboards for Customer Service
  • Use Power BI to view Customer Service data

Module 24: Get started with Connected Customer Service for Dynamics 365 and Azure IoT

  • Deployment
  • Installation and setup
  • Customer assets and IoT alerts

Module 25: Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT

  • Generate alerts from IoT devices
  • Device management and interaction
  • Create and send commands to IoT devices

Module 26: Create custom apps for Dynamics 365 Customer Service

  • Create Power Apps for Dynamics 365 Customer Service
  • Deploy a self-service portal for Customer Service
  • Customize case management

Module 27: Integrate a Power Virtual Agents bot with Omnichannel for Customer Service

  • Create a Microsoft Entra ID application
  • Configure the Power Virtual Agents bot
  • Configure Omnichannel for Customer Service
  • Configure a post-call survey
  • One FREE attendance to the Microsoft Certified: Power Platform Fundamentals (PL900) training - $695 value!
  • One voucher to take the exam - $225 value!
  • One year access to the class recording
  • 180 days access to the lab environment after class
  • Up to date courseware with Microsoft Learn
  • Microsoft course achievement badge
  • This course is designed for functional consultants working with Dynamics 365 Customer Service, or functional consultants who work with other Dynamics 365 apps who want to expand their knowledge of Customer Service
Credentials information: 

Exam Characteristics  

  • Exam code: MB-230  
  • Exam Title: Microsoft Dynamics 365 Customer Service Functional Consultant  
  • Exam Duration: 120 minutes   
  • Number of Questions: 40 to 60   
  • Questions Format: Multiple-choice, multiple-answer, scenario-based  
  • Passing Score: 700 out of 1000  
  • Cost: $0 (included in your training)  

Exam Topics  

  • Implement scheduling  
  • Implement multi-session experiences for Customer Service  
  • Manage analytics, visualizations, and insights  
  • Implement Microsoft Power Platform  
  • Implement Connected Customer Service  
  • Implement routing  
  • All details...   

Key Responsibilities of a Dynamics 365 Customer Service Functional Consultant 

Before delving into the details of the certification, let's understand the key responsibilities of a Dynamics 365 Customer Service Functional Consultant. These professionals are entrusted with designing and implementing customer service solutions based on Dynamics 365. Their role involves collaborating with stakeholders to gather business requirements, configuring the application to meet specific needs, and ensuring the seamless integration of customer service processes within the organization. 

Certification Overview (MB-230) 

The MB-230 certification, officially titled Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate, is a testament to a professional's proficiency in leveraging Dynamics 365 for customer service management. The certification covers a wide range of skills and knowledge areas, ensuring that certified consultants can effectively contribute to the success of customer service initiatives within their organizations. 

Enhancing Customer Engagement for Companies 

Implementing Dynamics 365 Customer Service brings a host of advantages for companies seeking to elevate their customer engagement strategies. The platform facilitates a seamless and unified approach to customer interactions, allowing organizations to consolidate customer data, preferences, and communication history. This centralized view empowers businesses to understand their customers better, enabling personalized interactions and more effective issue resolution. Dynamics 365 equips companies with the tools to streamline processes, optimize resource allocation, and ultimately enhance overall customer satisfaction. 

Empowering Individuals with Efficient Workflows 

For individuals within an organization, Dynamics 365 Customer Service offers a user-friendly and intuitive interface, promoting increased efficiency in daily workflows. The platform's automation capabilities enable service professionals to automate routine tasks, reducing manual workload and allowing them to focus on more complex and strategic aspects of customer service. Real-time collaboration tools further enhance communication and teamwork, fostering a cohesive work environment. This not only benefits the individual user by simplifying their tasks but also contributes to the collective productivity of the entire service team. 

Delivering Exceptional Experiences for Clients 

Clients, at the heart of any business, experience heightened satisfaction when companies leverage Dynamics 365 Customer Service. The platform enables businesses to provide a consistent and personalized experience across various touchpoints. Through the integration of customer data and insights, organizations can anticipate client needs, leading to proactive service delivery. Quick response times, accurate information, and personalized interactions contribute to building strong, lasting relationships with clients. Dynamics 365 ensures that every client interaction is not just a transaction but a meaningful engagement, fostering loyalty and positive brand perception. 

Optimizing Resource Utilization for Greater Efficiency 

Efficiency is a critical aspect of any successful customer service operation, and Dynamics 365 excels in optimizing resource utilization. The platform's analytics and reporting features provide valuable insights into service performance, enabling companies to identify areas for improvement and make data-driven decisions. By understanding trends and patterns, organizations can allocate resources more effectively, ensuring that teams are adequately staffed during peak periods and optimizing service delivery. This resource optimization leads to cost savings and improved overall operational efficiency. 

Adapting to Evolving Business Needs 

One of the standout benefits of Dynamics 365 Customer Service lies in its adaptability to changing business landscapes. As companies evolve, so do their customer service requirements. Dynamics 365's modular architecture allows organizations to scale and customize the platform to meet their evolving needs. Whether it's expanding the scope of customer service functionalities, integrating additional applications, or adapting workflows to new business processes, Dynamics 365 ensures that companies can keep pace with change without compromising the continuity of their customer service operations. 

In conclusion, Microsoft Dynamics 365 Customer Service Functional Consultant Associate (MB230) offers a comprehensive solution that transforms customer service into a strategic asset for companies. The benefits extend beyond mere operational efficiency, reaching individuals within the organization and resonating with clients through exceptional experiences. By leveraging Dynamics 365, companies can navigate the complexities of modern customer service, fostering loyalty, and staying agile in a dynamic business environment. 

Common Questions for MB-230 Exam and Dynamics 365 CRM Certification (FAQ) 

What is the learning path in MB-230? 

The learning path in MB-230 covers various topics essential for a Dynamics 365 Customer Service Functional Consultant. This includes case management, knowledge management, queue management, and configuring service level agreements (SLAs) and entitlements. The official Microsoft Learning platform provides detailed resources and courses to help you prepare for the exam. 

How do I become a Power Platform consultant? 

To become a Power Platform consultant, you should start by gaining expertise in Microsoft Power Platform tools, including Power BI, Power Apps, Power Automate, and Power Virtual Agents. Additionally, pursuing relevant certifications, such as the Microsoft Certified: Power Platform Fundamentals or higher-level certifications, can enhance your credibility. Continuously expanding your skills through practical experience and staying updated with the latest developments in the Power Platform ecosystem is crucial for success in this role. 

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