MB-230: Microsoft Dynamics 365 for Customer Service

Microsoft Dynamics 365 for 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.


This course is relevant for Functional Consultants.

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.


  • A working knowledge of how to use earlier versions of Microsoft Dynamics CRM 
  • Basic experience using Windows applications
  • Knowledge of basic sales, marketing and customer service roles in a business. 
  • Some knowledge of common Microsoft Dynamics CRM record types is preferred

Course goals

After completing this course, you will be able to:

  • 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

Course Outline

Module 1: Work with Cases

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

Module 2: Work with entitlements and service level agreements

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

Module 3: Work with knowledge management

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

Module 4: Create surveys with Customer Voice

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

Module 5: Schedule services

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

Module 6: Work with Dynamics 365 Customer Service workspaces

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

Module 7: Omnichannel for Dynamics 365 Customer Service

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

Module 8: Manage analytics and insights

Lesson 1: Get started
Lesson 2: Create visualizations

Module 9: Connected Customer Service

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

Module 10: Implement Microsoft Power Platform

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


This course is recommended preparation for exam MB-230.

Exam MB-230 leads (together with exam MB-200) to the certification Microsoft Certified: Dynamics 365 for Customer Service Functional Consultant Associate


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