MB-230T00: Implement customer service solutions using Microsoft Dynamics 365 Customer Service

Your Price
$2,396
Training only
Add the exam voucher now, or purchase it separately later — your choice carries to checkout.

Details

Description

Duration: 4 days

Microsoft Dynamics 365 Customer Service 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. Once you’ve resolved those cases you can learn from data analysis the key details to help you resolve similar cases faster or avoid new issues altogether.

Target Audience

A Dynamics 365 Customer Engagement Functional Consultant is responsible for performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. The Functional Consultant implements a solution using out of the box capabilities, codeless extensibility, application and service integrations.

Certification Exam

This course prepares you for the MB-230 certification exam (Microsoft Dynamics 365 Customer Service Functional Consultant). An exam voucher can be added at registration.

What's Included

What’s included?

  • Authorized Courseware
  • Intensive Hands on Skills Development with an Experienced Subject Matter Expert
  • Hands on practice on real Servers and extended lab support 1.800.482.3172
  • Examination Vouchers & Onsite Certification Testing – (excluding Adobe and PMP Boot Camps)
  • Academy Code of Honor: Test Pass Guarantee
  • Optional: Package for Hotel Accommodations, Lunch and Transportation

Training Solutions

With several convenient training delivery methods offered, The Code Academy makes getting the training you need easy. Whether you prefer to learn in a classroom or an online live learning virtual environment, training videos hosted online, and private group classes hosted at your site. We offer expert instruction to individuals, government agencies, non-profits, and corporations. Our live classes, on-sites, and online training videos all feature certified instructors who teach a detailed curriculum and share their expertise and insights with trainees. No matter how you prefer to receive the training, you can count on The Code Academy for an engaging and effective learning experience.

Methods

  • Instructor Led (the best training format we offer)
  • Live Online Classroom – Online Instructor Led
  • Self-Paced Video

Speak to an Admissions Representative for complete details

Schedule

StartFinishPublic PricePublic Enroll Private PricePrivate Enroll
9/28/202610/1/2026
10/19/202610/22/2026
11/9/202611/12/2026
11/30/202612/3/2026
12/21/202612/24/2026
1/11/20271/14/2027
2/1/20272/4/2027
2/22/20272/25/2027
3/15/20273/18/2027
4/5/20274/8/2027
4/26/20274/29/2027
5/17/20275/20/2027
6/7/20276/10/2027
6/28/20277/1/2027
7/19/20277/22/2027
8/9/20278/12/2027
8/30/20279/2/2027
9/20/20279/23/2027

Curriculum

Learning Objectives
  • Work with cases in Dynamics 365 Customer Service
  • Work with entitlements and service level agreements in Dynamics 365 Customer Service
  • Work with Knowledge Management Solutions in Dynamics 365 Customer Service
  • Help service reps be more productive in Dynamics 365 Customer Service
  • Route and distribute work in Dynamics 365 Customer Service
  • Connect and engage with customers with Omnichannel for Dynamics 365 Customer Service
  • Create surveys with Dynamics 365 Customer Voice
  • Get started with Dynamics 365 Customer Service scheduling
  • Work with Customer Service Insights
Course Outline
Module 1: Work with cases in Dynamics 365 Customer Service
  • Transform service delivery with AI in Dynamics 365
  • Managing cases with Dynamics 365 Customer Service Hub
  • Manage cases with Copilot Service workspace
  • Manage case workloads with Dynamics 365 Customer Service queues
  • Collaborate with Microsoft Teams in Dynamics 365 Customer Service
  • Configure AI for case management in Dynamics 365 Customer Service
  • Create or update records automatically in Customer Service Hub
Module 2: Work with entitlements and service level agreements in Dynamics 365 Customer Service
  • Work with service-level agreements in Dynamics 365 Customer Service
  • Create and manage entitlements in Microsoft Dynamics 365 Customer Service
Module 3: Work with Knowledge Management Solutions in Dynamics 365 Customer Service
  • Configure knowledge management in Dynamics 365 Customer Service and Contact Center
  • Search and filter knowledge articles by using Dynamics 365 Customer Service
  • Use knowledge articles to resolve Dynamics 365 Customer Service cases
Module 4: Help service reps be more productive in Dynamics 365 Customer Service
  • Configure experience profiles in Dynamics 365 Customer Service
  • Enhance representative productivity with Customer Service workspace
  • Manage cases with Copilot Service workspace
  • Enhance service representative productivity and personalization in Omnichannel for Customer Service
  • Enhance service representative productivity and personalization in Customer Service Hub
  • Configure scripts, macros, and productivity tools in Dynamics 365 Customer Service
  • Create smart assist solutions in Contact Center for Dynamics 365 Customer Service
Module 5: Route and distribute work in Dynamics 365 Customer Service
  • Set up unified routing in Dynamics 365 Customer Service
  • Configure work classification and assignment in Dynamics 365 Customer Service
  • Use skill-based routing in Dynamics 365 Customer Service
  • Entity record routing with Omnichannel for Dynamics 365 Customer Service
Module 6: Connect and engage with customers with Omnichannel for Dynamics 365 Customer Service
  • Handle conversations in Copilot Service workspace
  • Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
  • Deploy a Voice channel in Dynamics 365 Customer Service
  • Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service
  • Deploy social messaging channels in Omnichannel for Dynamics 365 Customer Service
  • Set up Apple Message for Business and Google Business Messages as channels in Dynamics 365 Customer Service
  • Integrate an agent for Contact Center and Dynamics 365 Customer Service
Module 7: Create surveys with Dynamics 365 Customer Voice
  • 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
  • Embed surveys in your website with Dynamics 365 Customer Voice
  • Create customer Power BI reports in Dynamics 365 Customer Voice
Module 8: Get started with Dynamics 365 Customer Service scheduling
  • Set up Customer Service scheduling
  • Schedule services with Customer Service scheduling
Module 9: Work with Customer Service Insights
  • Get started with Customer Service Insights
  • Create visualizations for Dynamics 365 Customer Service