Microsoft Dynamics 365 Customer Service Training

SKU: 3851
11 Lesson
|
30 Hours
Microsoft Dynamics 365 Customer Service Training is a professional course designed to build your practical skills in managing customer support operations using Microsoft Dynamics 365. You will learn how to configure and manage cases, queues, routing, knowledge management, Service Level Agreements (SLAs), and omnichannel customer service. The course also covers Dynamics 365 Copilot, analytics, and Power Platform integration to improve agent productivity and customer experiences. After completing the training, you will be prepared for the MB-230 (Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate) certification exam and apply your skills in professional roles.
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Microsoft Dynamics 365 Customer Service Training

Overview

Prerequisites for Dynamics 365 Customer Service Training

  • Basic understanding of Microsoft Power Platform (Power Apps and Power Automate)
  • Familiarity with Microsoft Dataverse
  • Basic knowledge of customer service processes
  • Understanding of ticket lifecycle and Service Level Agreements (SLAs)

What Will You Learn

  • Core configuration of Dynamics 365 Customer Service
  • Case lifecycle management (creation to resolution)
  • Knowledge base management with versioning and translations
  • Service Level Agreements (SLAs) and entitlements
  • Unified routing and queue management
  • Omnichannel customer support (chat, email, SMS)
  • Use Dynamics 365 Copilot in Service for agent productivity and automation
  • Reporting, dashboards, and Power BI analytics
  • Integrate Customer Service with Microsoft Power Platform and Microsoft Teams

Key Features

Course Curriculum

1. Overview of Dynamics 365 Customer Service
2. Customer Service Functional Consultant role
3. Navigating the Customer Service workspace
4. Security roles and permissions
1. Creating and managing cases
2. Parent and child cases
3. Case resolution and lifecycle management
4. Automatic record creation and update rules
1. Creating and publishing knowledge articles
2. Version control and translations
3. Knowledge search and article recommendations
4. Managing article lifecycle
1. Customer entitlements
2. Standard and Enhanced SLAs
3. SLA KPIs and timer controls
4. Escalation management
1. Public and private queues
2. Routing rule sets
3. Queue item management
4. Automatic case assignment
1. Configuring workstreams
2. Capacity profiles
3. Skill-based routing
4. Classification rules
5. Assignment methods
1. Live chat configuration
2. Email and SMS channels
3. Social messaging channels
4. Agent experience and multi-session workspace
1. Dynamics 365 Copilot in Customer Service
2. AI-generated case summaries
3. AI-powered knowledge suggestions
4. Agent scripts and macros
5. Productivity tools
1. Creating customer surveys
2. Customer satisfaction measurement
3. Survey automation
4. Integrating survey responses with cases
1. Customer Service dashboards
2. Historical analytics
3. Custom charts and views
4. Service performance reporting
5. Power BI integration
1. Microsoft Dataverse fundamentals
2. Power Automate for customer service
3. Microsoft Teams integration
4. Forms and views customization
5. Dataverse Search
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1-800-7430-173 (US Toll Free)
+91 7240740740 (India)
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Course Fees

Online Class Room Program

US $ 799.00
100% Money Back Guarantee
  • Duration : 30 Hrs
  • Plus Self Paced

Classes Starting From

  • Fast Track Batch 19 Jul 2026
  • Weekday Batch 20 Jul 2026
  • Weekend Batch 25 Jul 2026

1 ON 1 Training

US $ 899.00
100% Money Back Guarantee
  • Duration : 30 Hrs
  • Plus Self Paced

Classes Starting From

  • Fast Track Batch 19 Jul 2026
  • Weekday Batch 20 Jul 2026
  • Weekend Batch 25 Jul 2026

Corporate Training

Corporate Training
  • Customized Training Delivery Model
  • Flexible Training Schedule Options
  • Industry Experienced Trainers
  • 24x7 Support
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MB-230 Certification

After completing this course, you will be prepared for the Microsoft Dynamics 365 Customer Service Functional Consultant certification exam (MB-230). We will also provide a Course Completion Certificate to all learners who complete the training.

Certification Name

Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate

Exam Code

MB-230

Exam Format

  • Traditional Format (Proctored MCQ)
  • Duration: 100 minutes
  • Number of Questions: Approximately 40–60 questions
  • Passing Score: 700 out of 1000 (scaled score)
  • Exam Cost: Typically $165 USD (varies by region)
  • Type: Multiple-choice (single and multiple responses)
  • Mode: Online proctored exam
MB-230 Certification

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