Module 1: Work with cases in Dynamics 365 Customer Service
Module 2: Work with entitlements and service level agreements in Dynamics 365 Customer Service
Module 3: Work with Knowledge Management Solutions in Dynamics 365 Customer Service
Module 4: Help service reps be more productive in Dynamics 365 Customer Service
Module 5: Route and distribute work in Dynamics 365 Customer Service
Module 6: Connect and engage with customers with Omnichannel for Dynamics 365 Customer Service
Module 7: Create surveys with Dynamics 365 Customer Voice
Module 8: Get started with Dynamics 365 Customer Service scheduling
Module 9: Work with Customer Service Insights
4 Days
Certification: Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
Exam: MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant
Duration: 100 minutes
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MB-230 is the Microsoft Dynamics 365 Customer Service Functional Consultant exam. It validates the skills required to implement and configure customer service solutions, including case management, knowledge management, routing, collaboration, and customer feedback.
The training covers cases, entitlements, service-level agreements, knowledge management, service representative productivity, unified routing, Omnichannel for Customer Service, Customer Voice, Customer Service scheduling, and Customer Service Insights.
The official Microsoft MB-230T01-A instructor-led course is 4 days. Global Knowledge also currently lists its M-MB230 course as a 4-day program.
Candidates should have customer service expertise and an understanding of cases, knowledge management, queues, service-level agreements, Customer Service applications, Customer Voice, and routing. Microsoft also expects a basic understanding of solution architecture and the role of Customer Service within the Dynamics 365 suite.
Yes. Microsoft currently lists MB-230 as an active exam and explicitly shows “Retirement date: none.” The associated Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification is also currently active.
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