Dynamics 365 Customer Service Training (MB-230)

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Dynamics 365 Customer Service Training (MB-230)

MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant

The MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant course is a role-based training program designed for professionals who want to build, configure, and optimize modern customer service solutions using Microsoft Dynamics 365. This course is aligned with the official MB-230 certification exam and focuses on the real-world responsibilities of a Customer Service Functional Consultant. A Dynamics 365 Customer Service Functional Consultant plays a critical role in delivering omnichannel customer experiences that emphasize service quality, reliability, efficiency, and customer satisfaction. In this course, learners will gain hands-on understanding of how to perform discovery, capture and translate business requirements, collaborate with stakeholders and subject-matter experts, and configure Customer Service applications using out-of-the-box capabilities and codeless extensibility.


The course covers core areas measured in the exam, including case management, queues, knowledge management, SLAs, entitlements, routing, omnichannel engagement, collaboration, and integration with Power Platform services. By the end of this course, learners will be able to:


  • Analyze customer service business requirements and translate them into Dynamics 365 Customer Service solutions
  • Configure and manage core Customer Service features
  • Design and implement omnichannel customer service experiences
  • Integrate Dynamics 365 Customer Service with Power Platform and related services
  • Prepare for and confidently attempt the MB-230 certification exam

Advance Your Skills with Flexmind (Microsoft Partner)

Who should attend MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant course ?

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For Professionals

This course is ideal for professionals who design design, configure, or optimize customer service solutions using Dynamics 365. Dynamics 365 Customer Service Functional Consultants, CRM / Dynamics 365 Consultants, Business Analysts, Customer Service Solution Architects, Support Operations or Service Delivery Leads, Power Platform professionals.

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For Businesses

Organizations should nominate employees who own or influence service operations and digital service platforms, such as Customer Service Platform Owners / Product Owners, CRM / Dynamics 365 Administrators, Customer Experience (CX) and Contact Center Leads, Business Analysts supporting service transformation, Internal IT / Digital Transformation teams supporting Dynamics 365, Managed Service or Implementation Partner Consultants.

Prerequisites for the "MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant" Certification Course

Before attending this course, students should have a strong foundational knowledge of customer service processes, CRM principles, and basic experience with Microsoft Power Platform and Dynamics 365.


Key Features of Flexmind MB-230 Training

This training is delivered by Flexmind through flexible online and offline formats and is designed to align with the most current certification exam requirements. The key features of this training are as follows:

4 Day · 32 Hours
Microsoft Certified Trainer
Official Courseware
Courseware Life Time Free Upgrade
Applied Workshop

Course Duration

The course has a total duration of 32 hours and is completed over 4 days.

Instructor-Led Training

Delivered by a senior Microsoft Certified Trainer with real-world, enterprise-scale experience in Dynamics 365 Customer Service implementations.

Microsoft Official Courseware

Delivered by Flexmind using official Microsoft courseware, this program blends study material, hands‑on labs, and applied workshops with instructor-led guidance throughout.

Applied Workshop

The final-day applied workshop allows learners to practice their skills by selecting a scenario and building a complete solution, including any required automation.

Course Completion Certificate


Course completion includes certification, formally validating the skills gained and reinforcing professional credibility.

Course Outline

Module 1: Get started with Dynamics 365 Customer Service

  • Overview of Dynamics 365 Customer Service
  • Customer service scenarios and trends
  • Core Customer Service components
  • End‑to‑end customer support journey
  • Lab - Validate lab environment

Module 2: Managing cases with Dynamics 365 Customer Service

  • Case lifecycle and case types
  • Manual and automatic case creation
  • Case routing and business process flows
  • Case hierarchies and case merging

Module 3: Use Microsoft Dynamics 365 Customer Service Queues to Manage Case Workloads

  • Queue concepts and queue types
  • Routing cases and activities to queues
  • Managing queue items and workloads
  • Email‑enabled queues
  • Lab - Queues
  • Lab - Resolving cases
  • Lab - Routing cases

Module 4: Create or Update Records Automatically in Customer Service Hub

  • Record creation and update rules
  • Rule conditions and actions
  • Automating record creation with Power Automate
  • Monitoring and troubleshooting automation

Module 5: Manage Service Level Agreements

  • Service Level Agreements and KPIs
  • Business hours, calendars, and holidays
  • Creating SLA KPIs and SLAs
  • SLA items, actions, and default SLAs
  • Lab – Service Level Agreements

Module 6: Create Knowledge Management Solutions in Dynamics 365 Customer Service

  • Knowledge management overview and features
  • Creating and managing knowledge articles
  • Article lifecycle, versions, and translations
  • Categories, security roles, and publishing
  • Lab – Knowledge management

Module 7: Use Knowledge Articles to Resolve Dynamics 365 Customer Service Cases

  • Embedded knowledge search in cases
  • Configuring tables for knowledge search
  • Knowledge article filtering and search providers
  • Using and emailing knowledge articles

Module 8: Enhance agent productivity with Customer Service workspace

  • Customer Service workspace overview
  • Working with multiple sessions and tabs
  • Productivity pane features (scripts, Smart Assist, knowledge)
  • Presence and agent availability
  • Lab – Customer Service workspace

Module 9: Create custom experiences with agent experience profiles

  • Agent experience profiles overview
  • Creating and assigning agent profiles
  • Configuring productivity pane, inbox, and channels
  • Session templates, application tabs, and notifications
  • Lab - Agent experience profiles

Module 10: Examine routing options available

  • Basic routing concepts
  • Unified Routing overview
  • Routing stages: classification and assignment
  • Record and conversation routing with queues

Module 11: Basic record routing

  • Basic routing rule sets and rule items
  • Routing criteria and actions
  • Routing cases to users, teams, or queues
  • Applying routing rules manually and automatically

Module 12: Configure Customer Service Scheduling

  • Service scheduling components and records
  • Services and service activities
  • Organizational units and business closures
  • Resources, categories, and working hours
  • Lab - Configure Customer Service Scheduling

Module 13: Schedule Services with Customer Service Scheduling

  • Defining services and resource requirements
  • Fulfillment preferences and time slots
  • Creating and scheduling service activities
  • Using schedule board and schedule assistant
  • Lab - Define services

Module 14: Getting Started with Dynamics 365 Contact Center

  • Dynamics 365 Contact Center overview
  • Omnichannel engagement capabilities
  • AI‑driven features and Copilot integration
  • Installing and provisioning contact center channels
  • User setup and security roles

Module 15: Administer your Contact Center

  • Copilot Service admin center overview
  • Creating contact centers and workstreams
  • Managing users, skills, and queues
  • Capacity profiles and work limits
  • Role personas and unified routing governance

Module 16: Create a survey project with Dynamics 365 Customer Voice

  • Customer Voice overview and moments of truth
  • Creating survey projects from templates or blank
  • Customer Voice integration with Dataverse and Power Platform

Module 17: Create surveys with Dynamics 365 Customer Voice

  • Designing surveys and adding questions
  • Survey question types and satisfaction metrics
  • Theming, branding, and survey personalization
  • Branching rules and survey variables

Module 18: Send Dynamics 365 Customer Voice surveys

  • Sending surveys using email invitations
  • Distributing surveys via links and QR codes
  • Embedding surveys and Power Automate triggers
  • Lab - Customer Voice

Module 19: Automate Dynamics 365 Customer Voice surveys with Power Automate

  • Automating survey distribution with Power Automate
  • Using Customer Voice Power Automate connectors
  • Trigger‑based surveys and follow‑up actions

Module 20: Create Custom Apps for Dynamics 365 Customer Service

  • Power Apps integration with Dynamics 365 Customer Service
  • Canvas, model-driven, and portal apps
  • Extending Customer Service with Power Platform components
  • Embedding canvas apps and self-service portals

Module 21: Integrate a Power Virtual Agents bot with Omnichannel for Customer Service

  • Power Virtual Agents overview and use cases
  • Bot integration with Omnichannel for Customer Service
  • Bot-to-agent handoff and conversation escalation
  • Monitoring, routing, and analytics for bot conversations

Class Schedule

Instructor‑Led Training

  • 32 Hours of Instructor‑Led Training
  • One‑to‑one doubt‑resolution sessions
  • Microsoft Official Lab Access

Learning Objectives

After completing the MB-230 course, learners will be able to:

  • Design and configure end-to-end case management solutions using Dynamics 365 Customer Service, including queues, entitlements, and service‑level agreements (SLAs).
  • Implement omnichannel customer service experiences by configuring routing, agent workspaces, and integrated digital channels to improve service efficiency and responsiveness.
  • Apply knowledge management and customer feedback solutions to accelerate issue resolution and continuously improve customer satisfaction.
  • Extend Customer Service capabilities using the Power Platform, including Power Automate, Power Apps, Customer Voice, and Copilot-based features without heavy custom code.
  • Translate business service requirements into scalable Dynamics 365 configurations, collaborating effectively with stakeholders, administrators, and solution architects.

About MB-230 Certification Exam

To help you understand the assessment better, here are a few important details about the exam.


Exam Name MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant
Who should Apply Administrator
Duration of Exam 100 Minutes
Fees Rs. 4,865 (India), $165 USD (United States)
Level of Difficulty Intermediate
Type of Credential Microsoft Certification
Languages English, Japanese, Chinese (Simplified), German, French, Spanish, Portuguese (Brazil), Arabic (Saudi Arabia)
Exam Retake Exam retake allowed after 24 hours
Quality Check during Assessment The online exam is proctored

The table below represents the weightage of each study area in the exam. Areas with higher percentages are expected to have more questions.

Study Area Percentage
Manage cases in Customer Service 50-55%
Configure representative experience and routing 25-30%
Extend Customer Service 15-20%

How do our MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant Course Work?

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FAQ's About MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant Course

The MB‑230 course prepares learners to design, configure, and implement customer service solutions using Microsoft Dynamics 365 Customer Service. It focuses on managing cases, knowledge management, queues, service‑level agreements (SLAs), omnichannel engagement, and agent productivity to deliver high‑quality customer experiences.

This course is ideal for Dynamics 365 Functional Consultants, customer service professionals, business analysts, CRM consultants, and IT professionals who implement or support Dynamics 365 Customer Service and want to earn the MB‑230 certification.

Learners will gain practical skills in configuring case management, knowledge bases, queues, entitlements, SLAs, omnichannel routing, collaboration tools, and customer engagement features within Dynamics 365 Customer Service.

Yes. The training is fully aligned with the official MB‑230 exam skills measured, including managing cases and knowledge, configuring service processes, enabling omnichannel experiences, and optimizing agent productivity.

Learners should have a basic understanding of customer service processes and CRM concepts. Prior experience with Microsoft Dynamics 365 or other CRM platforms is recommended but not mandatory.

This is a 4‑day instructor‑led training program, designed to provide in‑depth, exam‑aligned coverage of Dynamics 365 Customer Service features and functional consulting scenarios.

The MB‑230 course is delivered by a Microsoft Certified Trainer (MCT) with real‑world experience in implementing Dynamics 365 Customer Service solutions and customer engagement platforms.

The course balances certification readiness with real‑world implementation scenarios, helping learners translate business customer service requirements into effective Dynamics 365 Customer Service solutions.

After completing the training and passing the exam, learners earn the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification, validating their expertise in customer service solution implementation

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