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 Desktop and End-User Support Professional


  • 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 scenario
  • 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

Course Outline

Module 1: Customer Service Overview

In this module you will learn the basics of customer service in Dynamics 365. We will install and configure the application as well as learn about security roles, related applications and analytics.

  • Create case records
  • Related service apps
  • Analytics for service
  • AI for service
  • Configuring customer service

Module 2: Case Management

In this module you will learn how to open and resolve customer service cases, both manually and with automation.

  • Case management overview
  • Creating case records
  • Queue management
  • Case routing
  • Resolving cases

Module 3: Service Level Agreements and Entitlements

In this module you will learn how to define and use entitlements and entitlement templates as well as service level agreements and how these tools enable case resolution.

  • SLA and entitlement overview
  • Create and manage entitlements
  • Create and manage SLAs

Module 4: Knowledge Management

In this module you will learn how to create and use knowledge management. Additionally, you will learn the lifecycle of knowledge articles.

  • Knowledge management overview
  • Authoring and organizing
  • Use knowledge content 
  • Manage knowledge content


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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