Learn how to set up, run, and support solutions that improve customer satisfaction and service delivery so you can master Microsoft Dynamics 365 Customer Service.
Level
Advanced
Duration
8 Weeks
Placement Client
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About Microsoft Dynamics 365 Customer Service Functional Consultant Associate MB-230
This course gets you ready for the MB-230 certification exam by teaching you in-depth about setting up cases, managing knowledge, service level agreements (SLAs), and customer service insights. You will learn how to manage queues, handle entitlements, and engage with customers across all channels. Find out how to provide proactive service experiences, boost agent productivity, and make operations run more smoothly. When the training is over, you'll be able to set up and add features to Customer Service to meet the needs of different businesses.
Training Plan
About trainer
Working professional who is carrying more then 10 years of industry experience.
Decks & Updated Content
Access to updated presentation decks shared during live training sessions.
e-Book
E-book provided by TechPratham. All rights reserved.
Assignments & MCQs
Module-wise assignments and MCQs provided for practice.
Video Recording
Daily Session would be recorded and shared to the candidate.
Projects
Live projects will be provided for hands-on practice.
Resume Building
Expert-guided resume building with industry-focused content support.
Interview Preparation
Comprehensive interview preparation with real-time scenario practice.
Microsoft Dynamics 365 Customer Service Functional Consultant Associate MB-230 Course Curriculum
Introduction to Dynamics 365 Customer Service
Understand the key concepts and capabilities of Customer Service.
Case Management
Configure and manage the end-to-end case resolution process.
Knowledge Management
Enable agents with articles and guided knowledge tools.
Service Level Agreements & Entitlements
Set up entitlements and SLAs to manage service commitments.
Omnichannel for Customer Service
Deliver customer service across multiple communication channels.
Customer Service Insights & Analytics
Use AI-driven insights and analytics to improve service quality.
Microsoft Dynamics Courses
No related courses found
Additional Program Highlights
Upcoming Batches
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Who Should Take Microsoft Dynamics 365 Customer Service Functional Consultant Associate MB-230
IT Professionals
Non-IT Career Switchers
Fresh Graduates
Working Professionals
Ops/Administrators/HR
Developers
BA/QA Engineers
Cloud / Infra
IT Professionals
Non-IT Career Switchers
Fresh Graduates
Job Roles For Microsoft Dynamics 365 Customer Service Functional Consultant Associate MB-230
D365 Service Consultant
Customer Service Consultant
CRM Service Consultant
Dynamics Service Consultant
Service Process Consultant
Customer Support Consultant
Case Management Consultant
Service Operations Consultant
D365 Support Consultant
Customer Experience Consultant
Service Delivery Consultant
CRM Functional Consultant
D365 Service Consultant
Customer Service Consultant
CRM Service Consultant
Key Projects
Microsoft Dynamics 365 Customer Service Functional Consultant Associate MB-230
Aditya Birla Fashion & Retail – Retail Care Experience Hub
Scenario: Implemented D365 Customer Service to manage omnichannel case handling, SLA tracking, knowledge base automation and support operations.
Live Work:
- Configured omnichannel routing rules
- Designed SLA and escalation matrix
- Built centralized knowledge articles
Saint-Gobain – Industrial Support Desk
Scenario: Deployed D365 Customer Service for distributor case management, entitlement tracking, warranty handling and service analytics dashboards
Live Work:
- Configured entitlement management
- Managed warranty case workflows
- Created service analytics reports
Metro Bank – Banking Client Assist Pro
Scenario: Configured D365 Customer Service for complaint management, regulatory tracking, chatbot integration and customer feedback monitoring
Live Work:
- Implemented complaint workflows
- Integrated chatbot for inquiries
- Monitored customer feedback data
Infosys – Enterprise Support Sphere
Scenario: Led D365 Customer Service rollout managing global ticket queues, AI case suggestions, service insights and automated approval workflows
Live Work:
- Configured global ticket queues
- Enabled AI case suggestions
- Automated approval workflows
Placement Process
Live Class with Industry Use Cases
- Interactive learning
- Real-world examples
- Expert guidance
- Doubt resolution
Daily Assignment & Weekly Assessments
- Hands-on practice
- Concept reinforcement
- Weekly evaluation
- Timely feedback
Project Testing & Deployment
- Project development
- Testing practice
- Deployment exposure
- Portfolio creation
Interview Preparation (Mock, PD, Alumni Session)
- Mock interviews
- Personal development
- Alumni guidance
- Confidence building
Resume Building
- Resume crafting
- Industry-focused format
- Skills highlighting
- Professional presentation
Placement
- Job assistance
- Interview support
- Career guidance
- Opportunity access
Knowledge Center
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Our Success Mantra
Commitment
- Ensuring quality training every day
Fulfillment
- Meeting learning goals with confidence
Accomplishment
- Students achieving industry-ready expertise
Beyond Courses:
Additional Support We Provide
24/7 Support
LinkedIn Profile
Resume Writing
Alumni Sessions
Interview Preparation
Live Projects
What Makes TechPratham Training Different?
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