MB-230 Training: Dynamics 365 Customer Service Functional Consultant

Dynamics 365 Customer Service MB-230  MB-280

Certification: Dynamics 365 Customer Experience Analyst Associate

Dynamics Edge courses and labs are purpose-built Instructor-Led Training (ILT) materials designed to deliver structured, guided instruction that builds practical, job-ready skills.

Our ILT content goes beyond self-paced learning by offering real-time engagement, interactive Q&A, and hands-on labs led by experienced instructors.

Unlike Microsoft Learn paths—which are intended for independent study—Dynamics Edge ILT follows a curated curriculum with a distinct structure and flow. This intentional design supports deeper comprehension, active participation, and immediate workplace application.

You will learn how to

• Configure Dynamics 365 Customer Service standard and premium features.
• Implement collaboration features.
• Configure the security model.
• Perform Dynamics 365 Customer Service customizations.
• Extend Dynamics 365 Customer Service with Microsoft Power Platform.
• Deploy the Dynamics 365 App for Outlook.

MB-280 MB-230 Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service course an opportunity for customer success. Using tools to automatic case creation and queue management frees up your time to dedicate it where you can have a greater impact, directly with your customers.  Learn step by step from creating cases to interacting with customers to resolving those cases. Once you’ve resolved those cases you can use data analysis to to help you resolve similar cases faster or avoid new issues altogether.

Course Outline

The MB-230 known as Microsoft Dynamics 365 Customer Service Functional Consultant Associate, covers configuring and managing Dynamics 365 Customer Service. Here’s an outline of the updated course, including new modules:

Module 1: Introduction to Dynamics 365 Customer Service

• Overview of Dynamics 365 Customer Service
• Key features and functionalities
• Navigating the customer service application

Module 2: Configure Dynamics 365 Customer Service

• Organizational setup and configuration
• Service management settings
• Role-based security and access control
• Managing queues and routing rules

Module 3: Case Management

• Creating and managing cases
• Automating case creation and routing
• Case resolution and service level agreements (SLAs)
• Case lifecycle management

Module 4: Knowledge Management

• Creating and managing knowledge articles
• Utilizing the knowledge base
• Integrating knowledge management with case management

Module 5: Omnichannel for Customer Service

• Configuring and managing Omnichannel
• Setting up chat, SMS, and social channels
• Utilizing Omnichannel insights and analytics

Module 6: Customer Service Insights

• Configuring Customer Service Insights
• Analyzing customer service performance
• Reporting on customer service metrics and KPIs

New Module: AI and Automation in Customer Service

• Utilizing AI in Customer Service: Implementing AI-driven insights and recommendations
• Automated Case Resolution: Setting up automated workflows for case resolution
• Virtual Agents: Configuring and deploying AI-powered virtual agents

Module 7: Unified Service Desk

• Setting up Unified Service Desk (USD)
• Configuring USD components and layouts
• Integrating USD with other Dynamics 365 applications

Module 8: Service Scheduling

• Configuring service scheduling
• Managing resources and facilities
• Optimizing service schedules

Module 9: Customer Feedback and Voice of the Customer

• Designing and distributing surveys
• Collecting and analyzing customer feedback
• Integrating feedback with customer records

Module 10: Integration with Other Dynamics 365 Applications

• Integrating with Dynamics 365 Sales
• Integrating with Dynamics 365 Field Service
• Power Platform integration

Module 11: Managing Service Reports and Dashboards

• Creating and managing service reports
• Designing interactive dashboards
• Utilizing Power BI for advanced reporting

Module 12: Compliance and Data Privacy

• Configuring GDPR and data privacy settings
• Managing consent and preferences
• Ensuring compliance with service regulations

These modules cover the essential topics and skills needed to effectively use and manage Dynamics 365 Customer Service, including new features that leverage AI and automation to enhance customer service operations.