MB-230 Microsoft Dynamics 365 Customer Service Training Course
MB-230T01-A Microsoft Dynamics 365 Customer Service Certification
The Microsoft MB-230 Dynamics 365 Customer Service certification training course is instructor-led and includes the actual certification exam. This course is designed for professionals looking to learn customer service solutions using Microsoft Dynamics 365. It covers the latest exam modules, ensuring participants gain up-to-date knowledge and skills.
Participants will learn to manage cases, automate workflows, configure SLAs and entitlements, utilise AI-driven insights, and optimise customer interactions across multiple channels. The course also focuses on integrating Power Automate, Power Virtual Agents, and Omnichannel for Customer Service to enhance efficiency and service delivery.
Logitrain offers the MB-230 Microsoft Dynamics 365 Customer Service certification training in Melbourne, Sydney, Brisbane, Adelaide, Perth, Canberra, as well as in-house and live online.
Prerequisites for Microsoft Dynamics 365 Customer Service Training
- Basic understanding of customer service principles
- Familiarity with Microsoft Dynamics 365 fundamentals
- Knowledge of CRM (Customer Relationship Management) concepts
- Experience with Microsoft 365 applications (e.g., Outlook, Teams)
- Basic data management and reporting skills
- General understanding of business processes in customer service
Candidates can achieve this certification by passing the following exam(s).
- MB-230 Microsoft Dynamics 365 Customer Service Certification Exam
The certification exam can be registered and attempted within 3 months of course/module completion at our training centre on weekdays during normal business hours (excludes public holidays)
MB-230T01-A: Microsoft Dynamics 365 Customer Service course material provided.
- configure and manage customer service cases
- Automate workflows using Power Automate
- Use AI-driven insights to improve customer interactions
- Implement and customise customer service dashboards
- Integrate Omnichannel support (chat, email, phone)
- Optimise knowledge base management
- Analyse and improve service performance with reports and analytics
- Set up and manage service level agreements (SLAs)
- Customise queues and routing rules for case management
- Enhance customer engagement using self-service portals
- Customer Service Professionals
- Support Agents and Managers
- Business Analysts
- CRM Administrators
- Solution Architects
- Dynamics 365 Users
- IT and System Administrators
- Consultants and Implementation Specialists
- Key features and capabilities
- Managing customer service cases
- Automating case creation and assignment
- Creating and managing a knowledge base
- Using AI-powered suggestions for customer support
- Generating reports and analytics for service insights
- Setting up Omnichannel support (chat, email, phone)
- Configuring queues and routing rules
- Defining and managing Service Level Agreements (SLAs)
- Setting up entitlements for service contracts
- Using Power Automate to automate workflows
- Integrating Power Virtual Agents for AI chatbots
- Configuring customer self-service portals
- Ensuring data privacy and security compliance
- Managing user roles and permissions
- Customising forms, views, and fields in Dynamics 365
- Hands-on exercises and certification preparation
Take the Certification Exam within 3 months of course / module completion
Take the official certification exam at Logitrain, a local VUE test centre or online
Course material in digital format is included for flexibility and ease of use
Practise questions are provided for better understanding of the key concepts
Attend the course with an instructor at our training centre or from anywhere
Relax, we will beat competitor’s advertised price. Our course has no extra costs
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The supply of this course/package/program is governed by our terms and conditions. Please read them carefully before enrolling, as enrolment is conditional on acceptance of these terms and conditions. Proposed course dates are given, course runs subject to availability and minimum registrations.
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