MB-230T01: Microsoft Dynamics 365 Customer Service

The MB-230T01: Microsoft Dynamics 365 Customer Service course trains functional consultants to implement Dynamics 365 Customer Service solutions for managing customer interactions, cases, knowledge articles, and service-level agreements. This 32-hour course covers case management, queues, entitlements, knowledge management, Omnichannel for Customer Service, and Customer Service Insights with Copilot. Esamatic srl, a Microsoft Learning Partner in Milan, delivers this course with Microsoft Certified Trainers.

• MB-230 Certification: preparation for the Dynamics 365 Customer Service Functional Consultant Associate exam
• Case Management: case creation, routing, resolution, SLAs, and entitlements
• Knowledge Management: article creation, publishing, and search configuration
• Omnichannel: chat, voice, social channels, and unified routing
• Customer Service Insights: AI analytics, Copilot assistance, and sentiment analysis

Course Overview: MB-230T01

Dynamics 365 Customer Service is Microsoft's enterprise customer support platform that empowers service teams to resolve issues efficiently across multiple channels. The MB-230 certification validates skills in implementing case management, knowledge bases, and omnichannel service experiences.

Learning Objectives

1. Manage cases and queues — create and configure case entities, routing rules, queues, and automatic case assignment
2. Configure knowledge management — create article templates, manage knowledge base lifecycle, and configure search
3. Implement SLAs and entitlements — define service level agreements, create entitlement templates, and track compliance
4. Configure Omnichannel — set up live chat, voice channels, social messaging, and unified routing with capacity profiles

Who Should Attend

The MB-230T01 is for Dynamics 365 Functional Consultants, customer service managers, and CRM administrators implementing service solutions.

Career Benefits

The Dynamics 365 Customer Service certification validates CRM service expertise in demand across retail, telecommunications, financial services, and technology sectors.

Frequently Asked Questions

What is Dynamics 365 Customer Service?

Dynamics 365 Customer Service is Microsoft's enterprise platform for managing customer support operations including case tracking, knowledge bases, SLAs, omnichannel communications, and AI-powered service insights.