Course code: NP474
Transform customer experiences with the MB-230: Microsoft Dynamics 365 Customer Service. Designed for functional consultants and professionals working with Dynamics 365, this intermediate-level course teaches you how to manage customer cases, automate workflows, implement knowledge management, and leverage omnichannel capabilities. Learn how to optimize your customer service operations using advanced features like unified routing, Customer Voice, IoT integration, and Power Platform tools. With real-world labs and hands-on demos, you'll be fully prepared to take the MB-230 certification exam and confidently implement customer-focused solutions using Microsoft Dynamics 365.Professional
and certified lecturers
Internationally
recognized certifications
Wide range of technical
and soft skills courses
Great customer
service
Making courses
exactly to measure your needs
Starting date: Upon request
Guaranteed
Type: Self-paced
Course duration: 32 hours
Language: en
Price without VAT: 285 EUR
Starting date: Upon request
Guaranteed
Type: Self-paced
Course duration: 32 hours
Language: en
Price without VAT: 75 EUR
| Starting date |
Place |
Type | Course duration |
Language | Price without VAT | ||
|---|---|---|---|---|---|---|---|
| G | Upon request | Self-paced | 32 hours | en | 285 EUR | Register | |
| G | Upon request | Self-paced | 32 hours | en | 75 EUR | Register | |
| G | Guaranteed course | ||||||
Automate record creation and routing using Power Automate.
Handle queues, SLAs, entitlements, and knowledge articles efficiently.
Enable chat, SMS, and bots for seamless customer interactions.
Design surveys with Customer Voice and automate response handling.
Module 1.1: Get Started with Dynamics 365 Customer Service
Module 1.2: Managing Cases with Dynamics 365 Customer Service Hub
Module 1.3: Manage Cases with Dynamics 365 Customer Service Workspace
Module 1.4: Use Microsoft Dynamics 365 Customer Service Queues to Manage Case Workloads
Module 1.5: Service Representative Collaboration in Dynamics 365 Customer Service
Module 1.6: Configure Copilot in Dynamics 365 Customer Service
Module 1.7: Create or Update Records Automatically in Customer Service Hub
Module 2.1: Work with Service-Level Agreements in Dynamics 365 Customer Service
Module 2.2: Create and Manage Entitlements in Microsoft Dynamics 365 Customer Service
Module 3.1: Create Knowledge Management Solutions in Dynamics 365 Customer Service
Module 3.2: Search and Filter Knowledge Articles by Using Dynamics 365 Customer Service
Module 3.3: Use Knowledge Articles to Resolve Dynamics 365 Customer Service Cases
Module 4.1: Create Custom Experiences for Service Representatives with Agent Experience Profiles in Customer Service
Module 4.2: Enhance Representative Productivity with Customer Service Workspace
Module 4.3: Manage Cases with Dynamics 365 Customer Service Workspace
Module 4.4: Enhance Service Representative Productivity and Personalization in Omnichannel for Customer Service
Module 4.5: Enhance Service Representative Productivity and Personalization in Customer Service Hub
Module 4.6: Get Started with Dynamics 365 Productivity Tools
Module 4.7: Create Smart Assist Solutions in Contact Center for Dynamics 365 Customer Service
Module 5.1: Get Started with Unified Routing for Dynamics 365 Customer Service
Module 5.2: Route and Distribute Work with Unified Routing in Dynamics 365 Customer Service
Module 5.3: Use Skill-Based Routing in Dynamics 365 Customer Service
Module 5.4: Entity Record Routing with Omnichannel for Dynamics 365 Customer Service
Module 6.1: Get Started with Omnichannel for Customer Service
Module 6.2: Deploy Chat Widgets with Omnichannel for Dynamics 365 Customer Service
Module 6.3: Deploy a Voice Channel in Dynamics 365 Customer Service
Module 6.4: Deploy an SMS Channel in Omnichannel for Dynamics 365 Customer Service
Module 6.5: Deploy Social Messaging Channels in Omnichannel for Dynamics 365 Customer Service
Module 6.6: Set Up Apple Message for Business and Google Business Messages as Channels in Dynamics 365 Customer Service
Module 6.7: Integrate a Microsoft Copilot Studio Copilot with Omnichannel for Customer Service
Module 7.1: Create a Survey Project with Dynamics 365 Customer Voice
Module 7.2: Create Customer Surveys with Dynamics 365 Customer Voice
Module 7.3: Send Dynamics 365 Customer Voice Surveys
Module 7.4: Automate Dynamics 365 Customer Voice Surveys with Power Automate
Module 7.5: Embed Surveys in Your Website with Dynamics 365 Customer Voice
Module 7.6: Create Customer Power BI Reports in Dynamics 365 Customer Voice
Module 8.1: Set Up Customer Service Scheduling
Module 8.2: Schedule Services with Customer Service Scheduling
Module 9.1: Get Started with Customer Service Insights
Module 9.2: Create Visualizations for Dynamics 365 Customer Service
Module 10.1: Get Started with Connected Customer Service for Dynamics 365 and Azure IoT
Module 10.2: Register and Manage Devices with Connected Customer Service for Dynamics 365 and Azure IoT
