Microsoft Certified: Microsoft Dynamics 365 Customer Service Functional Consultant Associate (MB:230)
Improve business processes for customer service functions, such as automatic case creation and queue management with Microsoft Dynamics 365 Customer Service.
Study the core features and capabilities of Microsoft Dynamics 365 Customer Service to help you prepare for the MB-230 exam and obtain the official certification.
2 Feb 2026
6 Feb 2026
2:30 pm
7:30 pm
Live on MS Teams
£1,240.00
Certification Details
As a candidate for this certification, you’re a Microsoft Dynamics 365 Field Service functional consultant.
You’re responsible for implementing solutions that:
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Schedule resources to meet customer requirements.
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Optimize resources by matching skills, locations, and availability.
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Equip frontline workers with the information and tools to deliver great service.
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Build a service history of customer assets.
You’re responsible for:
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Configuring the default administration areas of the Field Service application.
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Configuring resources and scheduling.
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Configuring service agreements and booking setups.
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Managing work orders, incident types, and bookings.
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Managing customer assets.
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Installing and configuring the Field Service mobile app.
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Enhancing Field Service based on customer requirements.
As a candidate, you should have a basic understanding of field service principles and the role the Field Service app plays in relation to the Dynamics 365 suite of applications, including integration of:
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Microsoft Power Platform
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Dynamics 365 Customer Service
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Microsoft 365 apps
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Dynamics 365 Remote Assist
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Dynamics 365 Guides
You should understand:
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Industry terminology
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Field service processes
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Work order lifecycle
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Uses for Copilot in Field Service
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Best practices
Why Study with Us
Live Classes on MS Teams
Learn with a senior Consultant and Microsoft Certified Trainer
Shorter Sessions of Max 5 hours
Short, hyper-focused lessons for training that does not feel like a burden
Access to Official Microsoft Labs
Retain access to the Microsoft labs for 90 days
Exam Vouchers Included
Exam vouchers are included in all our instructor-led courses
Maximum Four Attendeed per Class
For a better learning experience
Pre-Exam Revision with Your Tutor
1-hour session before the exam to maximise Your success rate
Course Agenda
Day 1: Core Case Management and Service Agreements
1: Case Management
- Get started with Dynamics 365 Customer Service
- Managing cases with Dynamics 365 Customer Service
- Use Microsoft Dynamics 365 Customer Service Queues to Manage Case Workloads
- Create or Update Records Automatically in Customer Service Hub
2: Entitlements and Service Level Agreements
- Create and Manage Entitlements in Microsoft Dynamics 365 Customer Service
- Manage Service Level Agreements
3: Knowledge Management
- Create Knowledge Management Solutions in Dynamics 365 Customer Service
- Use Knowledge Articles to Resolve Dynamics 365 Customer Service Cases
Day 2: Agent Productivity and Routing
4: Multi-session Experiences
- Enhance agent productivity with Customer Service workspace
- Create custom experiences with agent experience profiles
5: Routing
- Examine routing options available
- Basic record routing
- Get started with Unified Routing
Day 3: Omnichannel and Customer Feedback
6: Omnichannel for Dynamics 365 Customer Service
- Getting Started with Omnichannel for Customer Service
- Configure channels in Omnichannel for Customer Service
- Deploy chat widgets with Omnichannel for Customer Service
7: Customer Voice
- Create a survey project with Dynamics 365 Customer Voice
- Create surveys with Dynamics 365 Customer Voice
- Send Dynamics 365 Customer Voice surveys
- Automate Dynamics 365 Customer Voice surveys with Power Automate
Day 4: Service Scheduling and Analytics
8: Service Scheduling
- Configure Customer Service Scheduling
- Schedule Services with Customer Service Scheduling
9: Analytics and Insights
- Get Started with Customer Service Insights
- Create Visualisations for Customer Service
- Omnichannel Insights
Day 5: Advanced Features and Power Platform Integration
10: Connected Customer Service
- Get started with Connected Customer Service for Dynamics 365 and Azure IoT
- Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT
11: Power Platform for Customer Service
- Create Custom Apps for Dynamics 365 Customer Service
- Integrate a Power Virtual Agents bot with Omnichannel for Customer Service