MB 230 Microsoft Dynamics 365 Customer Service
Customer service teams live and die by the tools behind them. When cases fall through the cracks, SLAs are missed or agents have to switch between five different screens to answer one question, the impact on customers and the business is immediate. This three-day course gives you the functional knowledge to configure and implement Dynamics 365 Customer Service in a way that actually solves those problems.
Delivered by Feridun Kadir, Microsoft MVP and MCT, this course covers the full MB-230 curriculum with a practical, implementation-focused approach.
You will work through case management and unified routing, entitlements and service level agreements, knowledge management, Customer Voice surveys, service scheduling and the Customer Service workspace. The course then moves into omnichannel configuration, analytics and insights, Connected Customer Service scenarios, and extending your solution with the Microsoft Power Platform. Feridun's combination of MVP-level product knowledge and real-world delivery experience means you get the kind of insight that goes beyond what the official documentation tells you.
This course also prepares you directly for the MB-230 Microsoft certification exam.
Walk away ready to design and deliver Dynamics 365 Customer Service solutions that work the way your clients need them to.
1. Work with Cases
- Work with Cases
- Managing Cases
- Use queues to manage case workloads
- Create or update records automatically
2. Service Level Agreements and Knowledge Management
- Manage Service Level Agreements and Entitlements
- Create knowledge management solutions in Dynamics 365 Customer Service
- Configure knowledge management article searching functionality
- Use knowledge articles to resolve Dynamics 365 Customer Service
3. Customer Service Workspaces
- Enhance agent productivity with Customer Service workspace
- Create custom experiences for agents with the App profile manager in Customer Service
4. Enhance agent productivity with Customer Service workspace
- Create custom experiences for agents with the App profile manager in Customer Service
- Enhance agent productivity with Customer Service workspace
- Create custom experiences for agents with the App profile manager in Customer Service
5. Implement Dynamics 365 Contact Center
- Get started with Dynamics 365 Contact Center
- Administer your Contact Center
6. Customer Voice
- Create a survey project with Dynamics 365 Customer Voice
- Create surveys with Dynamics 365 Customer Voice
- Send Dynamics 365 Customer Voice surveys
- Automate Dynamics 365 Customer Voice surveys with Power Automate
7. Extend Customer Service by using Microsoft Power Platform
- Create custom apps for Dynamics 365 Customer Service
- Integrate a Power Virtual Agents bot with Omnichannel for Customer Service
Calendar
| Webinar | Price | Actions |
|---|---|---|
|
30/09/2026 (09:30 - 17:00 CET/CEST) 07/10/2026 (09:30 - 17:00 CET/CEST) 14/10/2026 (09:30 - 17:00 CET/CEST) |
€ 1.350,00 | Register |
Enjoy a discount and leverage your Companial Service Funds.
This course is part of the Customer Engagement Learning Journey
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- More training for less budget
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- Courses created by MCTs and MVPs
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Who is this course for?
Functional consultants working toward the Dynamics 365 Customer Service Functional Consultant Associate certification, or those looking to deepen their implementation skills across the Customer Service application. No prerequisites are required, though experience with Dynamics 365 Customer Engagement is an advantage.
What will you learn?
- How to manage cases effectively and configure unified routing to get the right work to the right agent
- How to create and manage entitlements and service level agreements that protect both the customer and the business
- How to build and maintain a knowledge management solution using knowledge articles within Dynamics 365
- How to design and deploy surveys using Customer Voice and connect feedback to customer service workflows
- How to configure omnichannel solutions including chat widgets, and use the Customer Service workspace to support agents across channels
- How to use analytics and insights to monitor performance, and how to extend your Customer Service solution using the Microsoft Power Platform