close

close

Thank you for your enquiry!

One of our training experts will be in touch shortly to go over your training requirements.

close

close

Press esc to close

close close

Back to course information

Thank you for your enquiry!

One of our training experts will be in touch shortly to go overy your training requirements.

close close

Thank you for your enquiry!

One of our training experts will be in touch shortly to go over your training requirements.

Course Information

Microsoft Dynamics 365 Customer Service MB230 Course Outline

Within this training course you will learn the following modules: 

Module 1: Work with Cases

In this module you will learn about working with Cases in Dynamics 365 Customer Service.

Lessons

  • Lesson 1: Get started with Cases
  • Lesson 2: Managing Cases
  • Lesson 3: Use queues to manage case workloads
  • Lesson 4: Create or update records automatically
  • Lesson 5: Unified routing

After completing this module, students will be able to:

  • Create and manage Cases 
  • Work with queues and unified routing
  • Create or update records automatically

Module 2: Work with entitlements and service level agreements

In this module you will learn how to create and manage entitlements and service level agreements

Lessons

  • Lesson 1: Create and manage entitlements
  • Lesson 2: Create and manage service level agreements

After completing this module, students will be able to:

  • Create and manage entitlements
  • Create and manage service level agreements

Module 3: Work with knowledge management

In this module you will learn how to create knowledge management solutions, and use knowledge articles to resolve cases

Lessons

  • Lesson 1: Create knowledge management solutions
  • Lesson 2: Use knowledge articles to resolve cases
  • Lesson 3: Create and manage SLAs

After completing this module, students will be able to:

  • Create and use knowledge management solutions
  • Use knowledge articles to resolve cases

Module 4: Create surveys with Customer Voice

In this module you will learn how to engage with customers using Dynamics 365 Customer Voice

Lessons

  • Lesson 1: Create a survey project
  • Lesson 2: Create surveys
  • Lesson 3: Send surveys
  • Lesson 4: Automate surveys

After completing this module, students will be able to:

  • Work with Dynamics 365 Customer Voice to send surveys to customers and collect feedback

Module 5: Schedule services

In this module, you will learn how to schedule services and resources using Customer Service Scheduling

Lessons

  • Lesson 1: Configure Customer Service Scheduling
  • Lesson 2: Schedule services

After completing this module, students will be able to:

  • Schedule services and resources using Dynamics 365 Customer Service Scheduling

Module 6: Work with Dynamics 365 Customer Service workspaces

In this module, you will learn how to use Customer Service workspaces

Lessons

  • Lesson 1: Enhance agent productivity
  • Lesson 2: App profile manager

After completing this module, students will be able to:

  • Use customer service workspaces to enhance agent productivity
  • Use the app profile manager

Module 7: Omnichannel for Dynamics 365 Customer Service

In this module, you will learn how to use Omnichannel for Dynamics 365 Customer Service

Lessons

  • Lesson 1: Getting started
  • Lesson 2: Routing and work distribution
  • Lesson 3: Deploy an SMS channel
  • Lesson 4: Deploy chat widgets
  • Lesson 5: Create smart assist solutions

After completing this module, students will be able to:

  • Work with Omnichannel for Dynamics 365 Customer Service

Module 8: Manage analytics and insights

In this module, you will learn how to work with insights in Customer Service to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.

Lessons

  • Lesson 1: Get started
  • Lesson 2: Create visualizations

After completing this module, students will be able to:

  • Work with insights in Customer Service to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.
  • Create visualizations in Customer Service

Module 9: Connected Customer Service

In this module, you will learn how to use Connected Customer Service to proactively handle customer service scenarios

Lessons

  • Lesson 1: Getting started
  • Lesson 2: Registering and managing devices

After completing this module, students will be able to:

  • Work with Connected Customer Service
  • Register and manage devices

Module 10: Implement Microsoft Power Platform

In this module, you will learn how to work with the Microsoft Power Platform to enhance your Dynamics 365 Customer Service solution

Lessons

  • Lesson 1: Create custom apps
  • Lesson 2: Integrate a Power Virtual Agents bot

After completing this module, students will be able to:

  • Create custom apps in Microsoft Power Platform for your Customer Service solution
  • Integrate a Power Virtual Agents bot

Show moredowndown

Who should attend to Microsoft training course?

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.

  • Job role: Functional Consultant.
  • Preparation for exam: MB-230.

Prerequsities

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.

Microsoft Dynamics 365 Customer Service MB230 Course Overview

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.

What you will gain from taking this Microsoft training course?

  • Install and configure the customer service app.
  • Identify common customer service scenarios.
  • Complete a case resolution process.
  • Analyze customer service data.
  • Automate case management record processing.
  • Create and use knowledge articles.
  • Create and use entitlements and service level agreements.
  • Work with Omnichannel.
  • Work with Connected Customer Service.
  • Work with Customer Service Scheduling.
  • Work with Customer Service Insights.
  • Work with Microsoft Power Platform.
  • Work with Customer Service workspaces.

Show moredowndown

What's included in this Micorosft training course?

  • Experienced Tutor

Show moredowndown

Dynamics 365 for Customer Engagement for Customer Service Exam Information | MB-230

  • Perform configuration (25-30%)
  • Manage cases and the knowledge base (30-35%)
  • Manage queues, entitlements, and SLAs (25-30%)
  • Configure voice of the customer (15-20%)

Please Note: The exam is not included in the cost of this training course.

Show moredowndown

Why choose us

Ways to take this course

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.

This is our most popular style of learning. We run courses in 1200 locations, across 200 countries in one of our hand-picked training venues, providing the all important ‘human touch’ which may be missed in other learning styles.

best_trainers

Highly experienced trainers

All our trainers are highly qualified, have 10+ years of real-world experience and will provide you with an engaging learning experience.

venues

State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible

small_classes

Small class sizes

We limit our class sizes to promote better discussion and ensuring everyone has a personalized experience

value_for_money

Great value for money

Get more bang for your buck! If you find your chosen course cheaper elsewhere, we’ll match it!

This is the same great training as our classroom learning but carried out at your own business premises. This is the perfect option for larger scale training requirements and means less time away from the office.

tailored_learning_experience

Tailored learning experience

Our courses can be adapted to meet your individual project or business requirements regardless of scope.

budget

Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.

team_building

Team building opportunity

This gives your team a great opportunity to come together, bond, and discuss, which you may not get in a standard classroom setting.

monitor_progress

Monitor employees progress

Keep track of your employees’ progression and performance in your own workspace.

What our customers are saying

Frequently asked questions

FAQ's

Please arrive at the venue at 8:45am.
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.
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.
We can provide support via phone & email prior to attending, during and after the course.
Delegate pack consisting of course notes and exercises, Manual, Experienced Instructor, and Refreshments
This course is 3 days
Once your booking has been placed and confirmed, you will receive an email which contains your course location, course overview, pre-course reading material (if required), course agenda and payment receipts
The price for Microsoft Dynamics 365 Customer Service MB230 certification in Philippines starts from $2095
The Knowledge Academy is the Leading global training provider in the world for Microsoft Dynamics 365 Customer Service MB230.

Why choose us

icon

Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.

icon

Trusted & Approved

Microsoft Dynamics 365 Training

icon

Many delivery methods

Flexible delivery methods are available depending on your learning style.

icon

High quality resources

Resources are included for a comprehensive learning experience.

barclays Logo
deloitte Logo
Thames Water Logo

"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

santander logo
bmw Logo
Google Logo

Looking for more information on Microsoft Dynamics 365 Training?

backBack to course information

Get a custom course package

We may not have any package deals available including this course. If you enquire or give us a call on +44 1344 203999 and speak to our training experts, we should be able to help you with your requirements.