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Dynamics 365 for customer engagement for Customer Service (MB-230.1)

The learnings of this course not only help professionals to resolve cases but also helps them avoid the problematic issues and case scenarios. 


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8 Hours

Course Duration

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The learnings of this course not only help professionals to resolve cases but also helps them avoid the problematic issues and case scenarios. 

Course Information

This course is for professionals planning to enroll in the MB-230 Exam leading to the MB-230 Certification. The official exam voucher is not included in this course. However, the official exam voucher can be purchased separately on request.

About this Course:

Microsoft Dynamics 365 has great applications in the niche of Customer Service and organizations utilize its functionalities to effectively drive customer success. The Dynamics 365 allows the business to get the maximum benefit from customers’ sales record to automate data practices and finish case resolutions. Businesses require professionals to have advanced-level proficiency in Queue Management and Automated Case Development. This saves up a great deal of operations time and helps build stronger relations with the customers.

This is an intermediate-level comprehensive training program for IT Professionals and Dynamics 365 Administrators who want to improve their business relations with customers and clients. This course helps professionals gain practical knowledge of dealing with customers and resolving associated cases proficiently. The learnings of this course not only help professionals to resolve cases but also helps them avoid the problematic issues and case scenarios. 

Course Objectives:

The core objective of this course is to help professionals gain a better understanding and sound knowledge of the following key elements:

  • Microsoft Dynamics 365 Customer Service Application Installation and Configuration
  • Evaluation and Identification of Prominent Customer Service Scenarios
  • Business Case Resolution Completion
  • Analyzing and Evaluation of Customer Service Data
  • Case Management & Record Processing Automation
  • Development and Application of Knowledge Articles
  • Developing and Applying Service Level Agreements and Entitlements


This course is specifically tailored for Dynamics 365 Administrators and IT Professionals striving to achieve proficiency in Microsoft Dynamics 365. This is also the perfect preparatory course for candidates striving to achieve the MB-230 Certification.


Professionals planning to enroll in the Dynamics 365 for Customer Engagement for Customer Service (MB-230.1) Course must have the fundamental knowledge of the significance of customer service tools in a business enterprise.


More Information

More Information
Brand Microsoft
Subjects Business Productivity
Lab Access No
Technology Microsoft
Learning Style Self-Paced Learning
Learning Type Course
Difficulty Intermediate
Course Duration 8 Hours
Language English

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