MB-230
Microsoft Dynamics 365 Customer Service Functional Consultant
Implement Dynamics 365 Customer Service and Contact Center: cases, knowledge, SLAs, unified routing, omnichannel engagement and Copilot for agents.
Course Overview
MB-230 validates the skills to implement Dynamics 365 Customer Service for organisations of any size. This hands-on course follows the life of a customer request from first contact to resolution. You will configure case management, queues, business process flows and automatic record creation, then set up knowledge management, entitlements and service-level agreements. The course covers unified routing and omnichannel engagement for chat, voice, email and social channels, the Customer Service workspace, and Copilot features that summarise cases and draft responses for agents. You will also schedule services, configure customer surveys, and build dashboards and analytics that help managers improve service quality. Each module includes practical labs on a realistic service centre scenario, and the course finishes with targeted exam practice for MB-230.
Industry Applications
Contact Centres
Unified routing, omnichannel engagement and agent productivity
Telecoms & Utilities
High-volume case handling with SLAs and entitlements
Public Sector
Citizen service requests and knowledge-driven self-service
Financial Services
Secure, auditable customer support processes
Format & Duration
Instructor-led • 4-5 Days • Hands-on Labs • Contact Centre Scenarios
Prerequisites
MB-910 or equivalent Dynamics 365 CE familiarity recommended
Target Audience
Functional consultants, service operations leads, contact centre managers and CRM analysts implementing Dynamics 365 Customer Service.
Learning Outcomes
Configure case management, queues and routing rules
Implement knowledge management and self-service
Set up entitlements and service-level agreements
Configure omnichannel engagement and the Customer Service workspace
Use Copilot, analytics and dashboards to improve service
Course Syllabus
Module 1: Customer Service Fundamentals+
- •App overview
- •Customer Service Hub and workspace
- •Customer service admin center
Module 2: Case Management+
- •Cases and business process flows
- •Queues
- •Automatic record creation
- •Parent and child cases
Module 3: Knowledge, Entitlements and SLAs+
- •Knowledge articles and search
- •Entitlements
- •Service-level agreements
- •Customer surveys
Module 4: Unified Routing and Omnichannel+
- •Workstreams and routing rules
- •Chat, voice and email channels
- •Agent experience
- •Supervisor tools
Module 5: Copilot and Automation+
- •Copilot for agents
- •Copilot Studio bots
- •Power Automate for service
Module 6: Scheduling and Analytics+
- •Service scheduling
- •Dashboards and reports
- •Customer Service analytics
- •Exam preparation