MB-230T01: Microsoft Dynamics 365 Customer Service Course

The MB-230T01: Microsoft Dynamics 365 Customer Service course provides professionals a solid understanding of how to offer efficient and personalized customer service with the Dynamics 365 platform. It was created for individuals who are new to Dynamics as well as existing Dynamics users seeking to deepen their knowledge. This course will provide material for all the working components within the Customer Service application.  

The participants will learn fundamental features, such as case management, knowledge management, service level agreements (SLA), entitlements, and unified routing. In addition, the course content will present the omnichannel engagement feature, which provides support teams with the ability to engage customers on various communication platforms. Participants will also have the opportunity to develop proficiency in leveraging Customer Voice functionalities, customer service scheduling, and analytics to help support teams make smarter, quicker, and more impactful interactions.the course will provide an introduction to the Power Platform and its capabilities for extending and personalizing the Dynamics 365 Customer Service application experience.  

Participants will know how to configure service tools, analyze performance measures, design customer journeys, and help your organization provide consistent exceptional service by the end of this course! this course is delivered by the Best Corporate Training Company, which strives to provide quality expert-led, hands-on training modules.


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Learning Options for You

  • Live Training (Duration : 32 Hours)
  • Per Participant

Fee: On Request

Course Prerequisites

  • Basic understanding of CRM concepts
  • Familiarity with business processes in customer service
  • Basic knowledge of Microsoft applications
  • Understanding of cloud-based solutions is a plus
  • No prior experience with Dynamics 365 is required but beneficial

Learning Objectives

The MB-230T01: Microsoft Dynamics 365 Customer Service Course provides in-depth knowledge of managing customer service operations using Dynamics 365. It covers case management, service level agreements, knowledge management, and automation tools to enhance customer engagement, improve service efficiency, and deliver consistent support experiences across multiple channels.

Target Audience

  • Customer service professionals looking to enhance CRM skills
  • Support engineers and helpdesk executives
  • Dynamics 365 functional consultants
  • Business analysts involved in customer experience processes
  • IT professionals working with CRM solutions
  • Individuals aiming to build a career in customer service management

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