Eccentrix IT trainings - Microsoft, CompTIA, PeopleCert, PECB
Eccentrix IT trainings - Microsoft, CompTIA, PeopleCert, PECB

Eccentrix - Trainings catalog - Microsoft - Dynamics 365 - Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB230)

Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB230)

Microsoft Dynamics 365, a comprehensive suite of business applications, plays a central role in empowering organizations to deliver exceptional customer service. The Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB-230) certification training aims to validate the skills and expertise of professionals in using Dynamics 365 for optimal customer service management.

Using tools such as automatic case creation and queue management frees up your time to focus where you can have the greatest impact, directly with your customers.

This course provides comprehensive preparation for the MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant exam to obtain the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification.

  • Duration: 4 days / 28 hours
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Private class

Reserve this training exclusively for your organization with pricing adapted to the number of participants. Our pricing for private training is determined based on the size of your group, with a minimum number of participants required for the training to be held.

  • Volume-based pricing discount according to the number of participants
  • Training delivered in an environment dedicated to your team
  • Scheduling flexibility according to your availability
  • Enhanced interaction among colleagues from the same organization
  • Same exclusive benefits as our public training sessions

How to get a proposal?

Use the request form by specifying the number of participants. We will quickly send you a complete quote with the exact pricing, available dates, and details of all the benefits included in your private training.

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Microsoft Dynamics 365 Customer Service (MB-230T01)

Training plan

  • Get started with Dynamics 365 Customer Service
  • Managing cases with Dynamics 365 Customer Service Hub
  • Manage cases with Dynamics 365 Customer Service workspace
  • Use Microsoft Dynamics 365 Customer Service queues to manage case workloads
  • Service representative collaboration in Dynamics 365 Customer Service
  • Configure Copilot in Dynamics 365 Customer Service
  • Create or update records automatically in Customer Service Hub
  • Work with service-level agreements in Dynamics 365 Customer Service
  • Create and manage entitlements in Microsoft Dynamics 365 Customer Service
  • Create knowledge management solutions in Dynamics 365 Customer Service
  • Search and filter knowledge articles by using Dynamics 365 Customer Service
  • Use knowledge articles to resolve Dynamics 365 Customer Service cases
  • Create custom experiences for service representatives with agent experience profiles in Customer Service
  • Enhance representative productivity with Customer Service workspace
  • Manage cases with Dynamics 365 Customer Service workspace
  • Enhance service representative productivity and personalization in Omnichannel for Customer Service
  • Enhance service representative productivity and personalization in Customer Service Hub
  • Get started with Dynamics 365 Productivity Tools
  • Create smart assist solutions in Contact Center for Dynamics 365 Customer Service
  • Get started with unified routing for Dynamics 365 Customer Service
  • Route and distribute work with unified routing in Dynamics 365 Customer Service
  • Use skill-based routing in Dynamics 365 Customer Service
  • Entity record routing with Omnichannel for Dynamics 365 Customer Service
  • Get started with Omnichannel for Customer Service
  • Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
  • Deploy a Voice channel in Dynamics 365 Customer Service
  • Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service
  • Deploy social messaging channels in Omnichannel for Dynamics 365 Customer Service
  • Set up Apple Message for Business and Google Business Messages as channels in Dynamics 365 Customer Service
  • Integrate a Microsoft Copilot Studio copilot with Omnichannel for Customer Service
  • Create a survey project with Dynamics 365 Customer Voice
  • Create customer surveys with Dynamics 365 Customer Voice
  • Send Dynamics 365 Customer Voice surveys
  • Automate Dynamics 365 Customer Voice surveys with Power Automate
  • Embed surveys in your website with Dynamics 365 Customer Voice
  • Create customer Power BI reports in Dynamics 365 Customer Voice
  • Set up Customer Service scheduling
  • Schedule services with Customer Service scheduling
  • Get started with Customer Service Insights
  • Create visualizations for Dynamics 365 Customer Service
  • Get started with Connected Customer Service for Dynamics 365 and Azure IoT
  • Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT

Recommended prerequisite knowledge

  • Understanding Microsoft Dynamics 365: Basic knowledge of Microsoft Dynamics 365 and its components.
  • Familiarity with Customer Service Solutions: Experience with customer service processes and solutions.
  • Knowledge of CRM Concepts: Understanding of the principles and practices of customer relationship management (CRM).
  • Basic Knowledge of Cloud Computing: Familiarity with the concepts and technologies of cloud computing.
  • General Computer Skills: Proficiency with basic computer tools and technologies, including internet navigation and basic software applications.

Credentials and certification

Exam features

  • Code: MB-230
  • Title: Microsoft Dynamics 365 Customer Service Functional Consultant 
  • Duration: 120 minutes
  • Number of Questions: 40 to 60
  • Question Format: Multiple choice, multiple response, scenario-based
  • Passing Score: 700 out of 1000
  • Cost: 165 USD

Exam topics

  • Implement scheduling  
  • Implement multi-session experiences for Customer Service  
  • Manage analytics, visualizations, and insights  
  • Implement Microsoft Power Platform  
  • Implement Connected Customer Service  
  • Implement routing

Check all exam details on Microsoft Learn >>

Microsoft Dynamics 365 Customer Service Training (MB-230)

The Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB-230) training equips participants with the expertise needed to implement and manage Dynamics 365 Customer Service solutions. This course focuses on optimizing customer experiences, configuring customer support workflows, and leveraging Dynamics 365 tools to enhance service delivery.

Ideal for functional consultants, customer service managers, and IT professionals, this training prepares you for the MB-230 certification, validating your ability to design and deploy innovative customer service solutions.

Why Choose the MB-230 Training?

As businesses aim to deliver exceptional customer experiences, Dynamics 365 Customer Service provides a comprehensive platform to streamline service delivery and improve satisfaction. The MB-230 training empowers you to harness the capabilities of Dynamics 365, ensuring efficient case management, proactive customer engagement, and seamless service operations.

Earning the MB-230 certification showcases your proficiency in implementing customer service solutions, enhancing your professional credibility and career opportunities.

Key Skills Developed in the Training

  1. Configure Dynamics 365 Customer Service
    Learn to set up case management workflows, service-level agreements (SLAs), and queues for efficient operations.

  2. Optimize customer interactions
    Implement tools to manage communication channels, including email, chat, and social media, for seamless engagement.

  3. Design knowledge management solutions
    Build and maintain knowledge bases to empower agents and improve resolution times.

  4. Manage customer insights
    Utilize analytics to understand customer behaviors and improve service strategies.

  5. Integrate Dynamics 365 with Microsoft tools
    Leverage integrations with Microsoft Teams, Power Automate, and Power BI for enhanced collaboration and insights.

  6. Prepare for the MB-230 certification exam
    Gain hands-on experience and expert guidance to pass the certification exam with confidence.

Comprehensive, Instructor-Led Training

This training is delivered by Microsoft-certified instructors with extensive expertise in Dynamics 365 Customer Service. Participants benefit from interactive sessions and real-world scenarios designed to strengthen their understanding of customer service functionalities and solutions.

Who Should Attend?

This training is ideal for:

  • Functional consultants specializing in customer service solutions
  • Customer service managers seeking to enhance operational efficiency
  • IT professionals implementing Dynamics 365 Customer Service
  • Organizations aiming to deliver exceptional customer experiences

Deliver Outstanding Customer Service with Dynamics 365

The Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB-230) training provides the skills needed to implement and optimize customer service solutions. Enroll today to enhance your expertise in Dynamics 365 Customer Service and achieve certification.

Frequently asked questions - Microsoft Dynamics MB-230 training (FAQ)

The course focuses on configuring case management, designing customer engagement strategies, and optimizing service delivery with Dynamics 365.

It is intended for functional consultants, customer service managers, and IT professionals.

A basic understanding of customer service processes and Dynamics 365 is recommended.

Yes, the course aligns with certification objectives and includes preparation resources.

You will learn to use Dynamics 365 Customer Service, Power Automate, Power BI, and integration features with Microsoft tools.

The MB-230 certification validates your expertise in customer service solutions, boosting your career opportunities and professional credibility.

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Training name: Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB230)

Language: English

Duration: 4 days / 28 hours

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