MB-230 Microsoft Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service offers any organization an opportunity for customer success.


Microsoft Dynamics 365 Customer Service offers any organization an opportunity for customer success.  Using tools such as automatic case creation and queue management frees up your time to dedicate it where you can have a greater impact, directly with your customers. Join our team of globally recognized experts as they take you step by step from creating cases to interacting with customers to resolving those cases.  Once you’ve resolved those cases you can learn from data analysis the key details to help you resolve similar cases faster or avoid new issues altogether.


This course is designed for functional consultants working with Dynamics 365 Customer Service, or functional consultants who work with other Dynamics 365 apps who want to expand their knowledge of Customer Service

Course Duration

4 Days

Course Outline

  • Introducing Dynamics 365 Customer Service
  • Customer Service core components
  • Understand the modern customer journey
  • Case management overview
  • Case creation and lifecycle
  • Considerations for case creation automation
  • Exercise – Create and resolve cases
  • Case management scenarios
  • Case management dashboard scenarios
  • Case management work with cases scenarios
  • Work with status reason transitions
  • Exercise – Manage cases in Microsoft Dynamics 365
  • Configure tables for queues
  • Create a Microsoft Dynamics 365 queue
  • Work with queues
  • Exercise – Use queues to manage case workloads
  • Routing rule sets
  • Exercise – Use routing rules to assign cases to specific queues
  • Set up rules to create or update records automatically
  • Configure rules for creating or updating records automatically
  • Map records manually with Power Automate
  • Complete and activate your rule
  • Use the activity monitor to review and track rules
  • Route cases by using basic routing rule sets
  • Set up unified routing
  • Create and manage users
  • Create and manage queues for unified routing
  • Set up workstreams for record routing
  • Overview of entitlements
  • Create entitlements records
  • Work with entitlement channels
  • Other considerations
  • Exercise – Manage support contracts by using entitlements
  • Knowledge management overview
  • Create and define knowledge articles
  • Knowledge article lifecycle
  • Manage knowledge article versions, categories, and translations
  • Knowledge article publication
  • Exercise – Create and maintain knowledge articles
  • Knowledge article and case resolution overview
  • Enable and configure entities for Knowledge Search
  • Configure article search and display options
  • Search for knowledge articles
  • Exercise – Resolve Microsoft Dynamics 365 cases by using knowledge articles
  • Article analytics
  • Dynamics 365 Customer Voice
  • Projects in Dynamics 365 Customer Voice
  • Create your first project
  • Exercise – Create a basic project
  • Survey headers and branding
  • Add branching logic to surveys
  • Personalize a survey with variables
  • Add satisfaction metrics to a survey and project
  • Add multiple languages for your surveys
  • Exercise – Create a basic survey
  • Create and personalize email templates
  • Translate email templates into other languages
  • Email a survey
  • Upload CSV files
  • Use links and QR codes
  • Analyze survey reports
  • Exercise – Create an email template
  • Send a survey with Power Automate
  • Create an invitation
  • Expand variables to further customize surveys
  • Use the locale variable for multilingual surveys
  • Use variables for follow-up actions
  • Exercise – Create a survey invitation
  • Set up service scheduling
  • Define resources
  • Set up fulfilment preferences
  • Create service activities
  • Schedule service activities
  • Explore the Customer Service workspace user interface
  • View and edit records
  • Work with case records
  • Use the Productivity pane in Customer Service workspace
  • Get started with the app profile manager
  • Create and use app profiles to manage apps
  • Application tab templates
  • Session templates
  • Manage notification settings and templates
  • Use templates in workstreams
  • Use the agent interface
  • Manage sessions and work with applications
  • Work with conversations
  • Work with customer information
  • Helping an agent’s productivity
  • Helping an agent’s productivity
  • Set up work classification
  • Route items to queues
  • Set up work assignments in queues
  • Get started with intelligent routing
  • Diagnostics
  • Configure phone numbers and messaging accounts
  • Configure SMS workstream
  • Configure SMS workstream options
  • Route SMS conversations
  • Configure Additional Settings
  • Create a chat channel
  • Allow chat transcripts and file downloads
  • Work with pre-chat and post-chat surveys
  • Embed a chat widget in a portal
  • Use proactive chat
  • Work with Microsoft Adaptive Cards
  • Build a smart assist bot
  • Integrate a smart assist bot with Omnichannel for Customer Service
  • Configure Customer Service Insights
  • Use Customer Service Analytics dashboards in Power BI
  • Discover Customer Service Insights dashboards
  • Discover Knowledge search analytics
  • Create and use charts
  • Create dashboards for Customer Service
  • Reports in Dynamics 365 Customer Service
  • Use Power BI to view Customer Service data
  • Choose a deployment type
  • Install Connected Customer Service
  • Customer assets and IoT alerts
  • Generate alerts from IoT devices
  • Device management and interaction
  • Create and send commands to IoT devices
  • Create Power Apps for Dynamics 365 Customer Service
  • Deploy a self-service portal for Customer Service
  • Customize case management
  • Create an Azure Active Directory application
  • Configure the Power Virtual Agents bot
  • Configure Omnichannel for Customer Service

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