MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant

MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant

Offered by Linux Training

The MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant course at Linux Training is designed for professionals, consultants, and support teams who want to deliver exceptional customer service using Microsoft Dynamics 365.

This course focuses on customer service management, case handling, automation, and service optimization, enabling learners to improve customer satisfaction and streamline support operations.

Course Overview

This program provides a comprehensive understanding of Dynamics 365 Customer Service, helping learners manage customer interactions, resolve issues efficiently, and enhance overall service experiences.

What You Will Learn

  • Introduction to Dynamics 365 Customer Service
  • Case Management and Resolution
  • Service Level Agreements (SLAs)
  • Knowledge Base Management
  • Omnichannel Customer Support
  • Automation and Workflow Management
  • Analytics and Performance Monitoring

Why Choose This Course?

  • Industry-recognized certification (MB-230)
  • High-demand customer service and CRM skills
  • Hands-on practical training
  • Real-world service management scenarios
  • Guidance from experienced trainers

Career Opportunities

After completing this course, you can explore roles such as:

  • Customer Service Consultant
  • Dynamics 365 Functional Consultant
  • CRM Support Specialist
  • Service Operations Analyst
  • Customer Experience Manager

Who Can Join?

  • Customer service professionals
  • Business analysts and consultants
  • IT professionals working with CRM systems
  • Anyone interested in customer support and service management

Deliver Exceptional Customer Service with Dynamics 365

Join Linux Training and gain the skills needed to manage and optimize customer service operations using Microsoft Dynamics 365.

MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant

Modules

Manage cases in Customer Service (51–55%)

Define and configure foundational Customer Service components

  • Implement and monitor record creation and update rules
  • Configure and modify the case resolution experience
  • Configure and manage security roles
  • Configure the timeline control, including records, card forms, and highlights

    • Create and administer knowledge management

  • Configure internal knowledge search capabilities
  • Configure tables for knowledge management
  • Manage translated knowledge articles
  • Integrate and search external knowledge sources
  • Configure AI suggestions and Copilot-led knowledge article creation

    • Manage collaboration

  • Configure Microsoft Teams chat
  • Configure Join a Teams call for specific users
  • Configure suggested contacts in Microsoft Teams, including by using AI and rules-based suggestions
  • Configure Teams collaboration experience

    • Manage agents and Copilot in Service features

  • Configure Ask a Question, including filtering content
  • Configure case, timeline, and conversation summaries
  • Configure Draft a Response
  • Configure the Case Management Agent
  • Integrate agents with Customer Service, including plug-ins and knowledge sources

    • Create and manage SLAs for cases

  • Configure SLA settings
  • Implement actions by using Power Automate
  • Apply SLAs
  • Create and manage SLA items including key performance indicators (KPIs), warning actions, success actions, and applicability
  • Configure a timer control on a form
  • Create SLA KPIs

    • Configure representative experience and routing (25–30%)

    Configure routing

  • Configure workstreams
  • Configure user settings
  • Manage capacity profiles
  • Configure work classification and assignments, including rules
  • Configure basic routing rulesets
  • Configure skills-based routing and skill finder models
  • Configure queues
  • Configure routing for records

    • Configure productivity tools

  • Configure scripts, including slugs
  • Create macros
  • Configure the Copilot Service workspace
  • Configure session templates
  • Create experience profiles
  • Configure the Inbox, including creating custom views
  • Configure application tab templates

    • Extend Customer Service (15–20%)

    Configure the data model and UI components

  • Create and configure forms
  • Create and configure views
  • Configure model-driven app components
  • Create and configure columns
  • Configure alerts and in-app notifications
  • Create or modify a table
  • Configure relationships
  • Configure Dataverse search
  • Create and manage email templates

    • Capture customer feedback by using Customer Voice

  • Trigger distribution of a survey
  • Personalize a survey
  • Populate survey results against cases and conversations

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