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Microsoft Dynamics 365 Customer Service Training (MB-230)

48 Lessons
|
40 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 (MB-230)
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About Course

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

Course Curriculum

Course Content

Lesson 1 – Introduction to Dynamics 365 Customer Service

  • Overview of Dynamics 365 Customer Service
  • Customer Service Functional Consultant role
  • Navigating the Customer Service workspace
  • Security roles and permissions

Lesson 2 – Case Management

Lesson 3 – Knowledge Management

Lesson 4 – Service Management

Lesson 5 – Queue Management and Routing

Lesson 6 – Unified Routing

Lesson 7 – Omnichannel for Customer Service

Lesson 8 – Dynamics 365 Copilot and Productivity

Lesson 9 – Customer Voice Integration

Lesson 10 – Analytics and Reporting

Lesson 11 – Power Platform Integration

₹47,940.00
  • Intermediate
  • 50 Total Enrolled
  • 40 hours Duration
  • September 15, 2026 Last Updated

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    ₹47,940.00
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    • Duration: 40 hrs
    • 48 Lessons & Practical Labs
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    ₹47,940.00
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    • Live Interactive Training: 40 hrs
    • 48 Lessons across 11 Modules
    • Plus Full Self-Paced Access & Recordings
    • Real-World Projects & Case Studies
    • 1-on-1 Doubt Sessions with Industry Experts
    • Exam Prep & Official Certification Support
    • Resume Building & Placement Assistance
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    Want to know Today's Offer

    Microsoft Dynamics 365 Customer Service Training (MB-230) Certification Exam

    Upon completing the Microsoft Dynamics 365 Customer Service Training (MB-230), you will receive a globally recognized certification that validates your expertise in professional skills and industry best practices. This certification is a testament to your practical knowledge, hands-on skills, and professional readiness.

    The Technology certification exam assesses your ability to apply real-world concepts, tools, and techniques learned during the course. Certified professionals are in high demand across industries, opening doors to exciting career opportunities and higher salary potential.

    Our certification is recognized by top employers and organizations worldwide. Whether you are looking to advance your current career, switch to a new role, or demonstrate your expertise to clients, this certification gives you the competitive edge you need in today’s fast-paced technology landscape.

    Read more
    Microsoft Dynamics 365 Customer Service Training (MB-230)

    Frequently Asked Questions

    The Microsoft Dynamics 365 Customer Service Training (MB-230) is designed to provide comprehensive, in-depth training in Microsoft Dynamics 365 Customer Service Training (MB-230). 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 The program covers foundational concepts through to advanced techniques to ensure you gain job-ready expertise.

    This course is ideal for beginners, IT enthusiasts, and working professionals who want to build or advance their career in Microsoft Dynamics 365 Customer Service Training (MB-230) and qualify for relevant industry roles. There are no stringent prerequisites—basic computer proficiency and a willingness to learn are all that is required. Foundational topics are thoroughly covered during onboarding.

    The course is delivered through interactive, live online sessions led by industry experts. You will also have 24/7 access to LMS resources, study materials, and session recordings so you can catch up or revise at your convenience if you miss any live classes.

    Yes, hands-on learning is a core component of this course. You will work on practical assignments, real-life use cases, and capstone projects using Microsoft Dynamics 365 Customer Service Training (MB-230) tools and best practices, helping you build a portfolio to showcase to hiring managers.

    Upon successful completion of the course curriculum and project assessments, you will be awarded an industry-recognized Certificate of Completion from Kodestree. We also offer career assistance, including resume-building workshops, mock technical interviews, and job opportunities to help you transition into relevant industry roles.

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    The trainers explained concepts through real-world attack scenarios, which I was able to apply on the job right after the course. Structured curriculum and hands-on labs were the best part.

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