Microsoft Dynamics 365 Customer Service (MB-230T01)
Training plan
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 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
Recommended Prerequisite Knowledge
- Understanding Microsoft Dynamics 365: Basic knowledge of Microsoft Dynamics 365 and its components.
- Familiarity with Customer Service Solutions: Experience with customer service processes and solutions.
- Knowledge of CRM Concepts: Understanding of the principles and practices of customer relationship management (CRM).
- Basic Knowledge of Cloud Computing: Familiarity with the concepts and technologies of cloud computing.
- General Computer Skills: Proficiency with basic computer tools and technologies, including internet navigation and basic software applications.
Credentials and certification
Exam features
- Code: MB-230
- Title: Microsoft Dynamics 365 Customer Service Functional Consultant
- Duration: 120 minutes
- Number of Questions: 40 to 60
- Question Format: Multiple choice, multiple response, 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
Eccentrix Corner article/publication
Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB-230) Training
The Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB-230) training equips participants with the expertise needed to implement and manage Dynamics 365 Customer Service solutions. This course focuses on optimizing customer experiences, configuring customer support workflows, and leveraging Dynamics 365 tools to enhance service delivery.
Ideal for functional consultants, customer service managers, and IT professionals, this training prepares you for the MB-230 certification, validating your ability to design and deploy innovative customer service solutions.
Why Choose the MB-230 Training?
As businesses aim to deliver exceptional customer experiences, Dynamics 365 Customer Service provides a comprehensive platform to streamline service delivery and improve satisfaction. The MB-230 training empowers you to harness the capabilities of Dynamics 365, ensuring efficient case management, proactive customer engagement, and seamless service operations.
Earning the MB-230 certification showcases your proficiency in implementing customer service solutions, enhancing your professional credibility and career opportunities.
Key Skills Developed in the Training
Configure Dynamics 365 Customer Service
Learn to set up case management workflows, service-level agreements (SLAs), and queues for efficient operations.Optimize customer interactions
Implement tools to manage communication channels, including email, chat, and social media, for seamless engagement.Design knowledge management solutions
Build and maintain knowledge bases to empower agents and improve resolution times.Manage customer insights
Utilize analytics to understand customer behaviors and improve service strategies.Integrate Dynamics 365 with Microsoft tools
Leverage integrations with Microsoft Teams, Power Automate, and Power BI for enhanced collaboration and insights.Prepare for the MB-230 certification exam
Gain hands-on experience and expert guidance to pass the certification exam with confidence.
Comprehensive, Instructor-Led Training
This training is delivered by Microsoft-certified instructors with extensive expertise in Dynamics 365 Customer Service. Participants benefit from interactive sessions and real-world scenarios designed to strengthen their understanding of customer service functionalities and solutions.
Who Should Attend?
This training is ideal for:
- Functional consultants specializing in customer service solutions
- Customer service managers seeking to enhance operational efficiency
- IT professionals implementing Dynamics 365 Customer Service
- Organizations aiming to deliver exceptional customer experiences
Deliver Outstanding Customer Service with Dynamics 365
The Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB-230) training provides the skills needed to implement and optimize customer service solutions. Enroll today to enhance your expertise in Dynamics 365 Customer Service and achieve certification.
Frequently asked questions - Microsoft Dynamics MB-230 training (FAQ)
What topics are covered in this training?
The course focuses on configuring case management, designing customer engagement strategies, and optimizing service delivery with Dynamics 365.
Who is this training designed for?
It is intended for functional consultants, customer service managers, and IT professionals.
Are there any prerequisites for this training?
A basic understanding of customer service processes and Dynamics 365 is recommended.
Does this training prepare me for the MB-230 certification exam?
Yes, the course aligns with certification objectives and includes preparation resources.
What tools and technologies are discussed?
You will learn to use Dynamics 365 Customer Service, Power Automate, Power BI, and integration features with Microsoft tools.
How will this certification enhance my career?
The MB-230 certification validates your expertise in customer service solutions, boosting your career opportunities and professional credibility.