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Within this training course you will learn the following modules:
Module 1: Get Started with Dynamics 365 Customer Service
Module 2: Managing Cases with Dynamics 365 Customer Service Hub
Module 3: Use Microsoft Dynamics 365 Customer Service Queues to Manage Case Workloads
Module 4: Create or Update Records Automatically in Customer Service Hub
Module 5: Get Started with Unified Routing for Dynamics 365 Customer Service
Module 6: Create and Manage Entitlements in Dynamics 365 Customer Service
Module 7: Create Knowledge Management Solutions in Dynamics 365 Customer Service
Module 8: Use Knowledge Articles to Resolve Dynamics 365 Customer Service Cases
Module 9: Create a Survey Project with Dynamics 365 Customer Voice
Module 10: Create Customer Surveys with Dynamics 365 Customer Voice
Module 11: Send Dynamics 365 Customer Voice Surveys
Module 12: Automate Dynamics 365 Customer Voice Surveys with Power Automate
Module 13: Set up Customer Service Scheduling
Module 14: Schedule Services with Customer Service Scheduling
Module 15: Enhance Agent Productivity with Customer Services Workspace
Module 16: Create Custom Experiences for Agents with Agent Experience Profiles in Customer Service
Module 17: Getting Started with Omnichannel for Customer Service
Module 18: Route and Distribute Work with Unified Routing in Dynamics 365 Customer Service
Module 19: Deploy an SMS Channel in Omnichannel for Dynamics 365 Customer Service
Module 20: Deploy Chat Widgets with Omnichannel for Dynamics 365 Customer Service
Module 21: Create Smart Assist Solutions in Omnichannel for Dynamics 365 Customer Service
Module 22: Get Started with Customer Service Insights
Module 23: Create Visualisations for Dynamics 365 Customer Service
Module 24: Get Started with Connected Customer Service for Dynamics 365 and Azure IoT
Module 25: Register and Manage Devices with Connected Customer Service for Dynamics 365 and Azure IoT
Module 26: Create Custom Apps for Dynamics 365 Customer Service
Module 27: Integrate a Power Virtual Agents bot with Omnichannel for Customer Service
The Microsoft Dynamics 365 Customer Service (MB230) Course is designed to equip professionals with the knowledge and skills required to utilise the Customer Service capabilities of the Dynamics 365 Customer Service application. It is particularly beneficial for Functional Consultants, alongside professionals such as:
There are no formal prerequisites for this Microsoft Dynamics 365 Customer Service MB230 Course.
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.
Why choose us
Our easy to use Virtual platform allows you to sit the course from home with a live instructor. You will follow the same schedule as the classroom course, and will be able to interact with the trainer and other delegates.
Our fully interactive online training platform is compatible across all devices and can be accessed from anywhere, at any time. All our online courses come with a standard 90 days access that can be extended upon request. Our expert trainers are constantly on hand to help you with any questions which may arise.
You won't find better value in the marketplace. If you do find a lower price, we will beat it.
Microsoft Dynamics 365 Training
Flexible delivery methods are available depending on your learning style.
Resources are included for a comprehensive learning experience.
"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"
Joshua Davies, Thames Water