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Dynamics 365 for Customer Service (MB-230)


Course Overview

Microsoft Dynamics 365 for 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.

Who should attend

A Dynamics 365 Customer Engagement Functional Consultant is responsible for performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. The Functional Consultant implements a solution using out of the box capabilities, codeless extensibility, application and service integrations.



This course is designed for persons who are aspiring to the Microsoft 365 Enterprise Admin role and have completed one of the Microsoft 365 work load administrator certification paths.

Course Objectives

After completing this course, you will be able to:

  • Install and configure the customer service app
  • Identify common customer service scenarios
  • Complete a case resolution process
  • Analyze customer service data
  • Automate case management record processing
  • Create and use knowledge articles
  • Create and use entitlements and service level agreements

Course Content

  • Customer Service Overview
  • Case Management
  • Service Level Agreements and Entitlements
  • Knowledge Management
Classroom Training

Duration 1 day

Price (excl. tax)
  • Germany: 690.- €
  • SA Voucher: 1
    hardcoded default SA
incl. catering
Catering includes:

  • Coffee, Tea, Juice, Water, Soft drinks
  • Pastry and Sweets
  • Fresh fruits
  • Lunch in a nearby restaurant

* Catering information only valid for courses delivered by Fast Lane.

Digital courseware

Courseware language: English

Click on town name to book Schedule
18/02/2020 Berlin
23/06/2020 Hamburg
17/11/2020 Frankfurt
02/06/2020 Zurich
13/03/2020 Paris
03/07/2020 Paris
16/10/2020 Paris
Middle East
21/06/2020 Doha Course language: English
13/12/2020 Doha Course language: English
United Arab Emirates
08/03/2020 Dubai Course language: English This course is being delivered by iTLS.
21/06/2020 Dubai Course language: English This course is being delivered by iTLS.
06/09/2020 Dubai Course language: English This course is being delivered by iTLS.
13/12/2020 Dubai Course language: English This course is being delivered by iTLS.
08/03/2020 Cairo Course language: English
07/06/2020 Cairo Course language: English
06/09/2020 Cairo Course language: English
29/11/2020 Cairo Course language: English