Microsoft Dynamics 365 Customer Service (MB-230)

• An understanding of basic CRM concepts
• Experience with customer support or service processes
• Familiarity with Microsoft 365 or Dynamics 365 environments

Audience

• Customer service professionals and team leaders
• CRM administrators and Dynamics 365 consultants
• IT professionals responsible for customer support solutions

Microsoft Dynamics 365 Customer Service is a comprehensive solution for managing customer support, service operations, and omnichannel engagement.

This instructor-led, live training (online or onsite) is aimed at intermediate-level users who wish to implement and configure customer service solutions using Dynamics 365 Customer Service.

By the end of this training, participants will be able to:

• Configure and manage case automation, queues, and routing logic.
• Implement omnichannel tools such as chat, SMS, and agent workspace.
• Create personalized customer experiences using surveys and analytics.
• Integrate AI assistants and IoT devices for proactive support scenarios.

Format of the Course

• Interactive lecture and discussion.
• Lots of exercises and practice.
• Hands-on implementation in a live-lab environment.

Course Customization Options

• To request a customized training for this course, please contact us to arrange.

Module 1: Introduction to Dynamics 365 Customer Service

Module 2: Case management with the Customer Service Hub

Module 3: Managing case workloads using queues

Module 4: Automating record creation and updates

Module 5: Introduction to unified routing in Customer Service

Module 6: Creating and managing entitlements

Module 7: Working with Service Level Agreements (SLAs)

Module 8: Creating knowledge management solutions

Module 9: Using knowledge articles to resolve cases

Module 10: Creating survey projects with Customer Voice

Module 11: Designing customer surveys with Customer Voice

Module 12: Sending Customer Voice surveys

Module 13: Automating surveys using Power Automate

Module 14: Configuring service scheduling

Module 15: Scheduling services with Customer Service Scheduling

Module 16: Boosting agent productivity with Customer Service Workspace

Module 17: Customizing agent experiences with Agent Experience Profiles

Module 18: Introduction to Omnichannel for Customer Service

Module 19: Routing and distributing work with unified routing

Module 20: Implementing SMS channels in Omnichannel

Module 21: Deploying chat widgets using Omnichannel

Module 22: Building intelligent assistance solutions in Omnichannel

Module 23: Introduction to Customer Service Insights

Module 24: Creating visualizations for Customer Service data

Module 25: Introduction to Connected Customer Service and Azure IoT

Module 26: Registering and managing devices with Connected Customer Service

Module 27: Building custom apps for Customer Service

Module 28: Integrating Copilot Studio with Omnichannel for Customer Service

Summary and Next Steps