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Microsoft Certified Dynamics 365 for Customer Service Functional Consultant Associate (MB-230)

- Only 2 Days

Get the skills and knowledge you need fast to become a Microsoft Certified Dynamics 365 for Customer Service Functional Consultant Associate on this accelerated and official 2-day course.

In the process of becoming a Dynamics 365 for Customer Service Functional Consultant Associate, you'll learn how to build and implement CX solutions that are fast and agile. You'll also learn to leverage AI that drive actionable insights and anticipate customer needs.

Your expert Microsoft Certified Trainer will immerse you in official curriculum and hands-on practical labs. You will learn and retain information 40% faster through our Lecture | Lab | Review technique.

Read more...

Become a certified Customer Service Functional Consultant in 2 days as you cover the following topics:

  • Learn about discovery, planning and analysis
  • Manage entities and data
  • Implement security and integration
  • Perform solution deployment and testing
  • Manage queues, the Knowledge base and SLAs

You will be prepared for and sit exams MB-230 at the Firebrand Training Centre during the course. This is covered by your Certification Guarantee. Passing this exam will qualify you as a Microsoft Certified Dynamics 365 for Customer Service Functional Consultant Associate.

If you’re a functional consultant or looking to develop and certify your skills as a Dynamics 365 Customer Service Consultant Associate, this course is ideal for you.

See Benefits...

See prices now to find out how much you could save when you train at twice the speed.

Seven reasons why you should sit your course with Firebrand Training

  1. You'll be certified in just 2 days. With us, you’ll be trained in record time
  2. Our course is all-inclusive. A one-off fee covers all course materials, exams, accommodation and meals. No hidden extras
  3. Pass first time or train again for free. This is our guarantee. We’re confident you’ll pass your course first time. But if not, come back within a year and only pay for accommodation, exams and incidental costs
  4. You’ll learn more. A day with a traditional training provider generally runs from 9am – 5pm, with a nice long break for lunch. With Firebrand Training you’ll get at least 12 hours/day quality learning time, with your instructor
  5. You’ll learn faster. Chances are, you’ll have a different learning style to those around you. We combine visual, auditory and tactile styles to deliver the material in a way that ensures you will learn faster and more easily
  6. You’ll be studying with the best. We’ve been named in Training Industry’s “Top 20 IT Training Companies of the Year” every year since 2010. As well as winning many more awards, we’ve trained and certified 75,029 professionals, and we’re partners with all of the big names in the business
  7. You'll do more than study Firebrand's courseware. We use practical exercises to make sure you can apply your new knowledge to the work environment. Our instructors use demonstrations and real-world experience to keep the day interesting and engaging

Think you are ready for the course? Take a FREE practice test to assess your knowledge!

Benefits of Training with Firebrand

  • Distraction-free residential training - you’ll live just steps away from your classroom
  • A purpose-built training centre – get access to dedicated Pearson VUE Select facilities
  • Your Certification Guarantee – pass first time or train again free (just pay for accommodation, exams and incidental costs)
  • Everything you need to certify – you’ll even sit your exam on the course and return home certified
  • No hidden extras – one cost covers everything you need to certify

See Curriculum...

Course MB-230T01-A: Dynamics 365 for customer engagement for customer service

Module 1: Customer Service Overview

In this module you will learn the basics of customer service in Dynamics 365. We will install and configure the application as well as learn about security roles, related applications and analytics.

Lessons

  • Lesson 1: Create case records
  • Lesson 2: Related service apps
  • Lesson 3: Analytics for service
  • Lesson 4: AI for service
  • Lesson 5: Configuring customer service
  • Lesson 6: Module summary

After completing this module, students will be able to:

  • Install and configure the customer service application
  • Identify common customer service scenarios

Module 2: Case Management

In this module you will learn how to open and resolve customer service cases, both manually and with automation.

Lessons

  • Lesson 1: Case management overview
  • Lesson 2: Creating case records
  • Lesson 3: Queue management
  • Lesson 4: Case routing
  • Lesson 5: Resolving cases
  • Lesson 6: Module summary

After completing this module, you will be able to:

  • Open and resolve customer service cases
  • Automate case creation and routing

Module 3: Service Level Agreements and Entitlements

In this module you will learn how to define and use entitlements and entitlement templates as well as service level agreements and how these tools enable case resolution.

Lessons

  • Lesson 1: SLA and entitlement overview
  • Lesson 2: Create and manage entitlements
  • Lesson 3: Create and manage SLAs
  • Lesson 4: Module summary

After completing this module, you will be able to:

  • Create and use service level agreements
  • Create and use entitlements

Module 4: Knowledge Management

In this module you will learn how to create and use knowledge management. Additionally, you will learn the lifecycle of knowledge articles.

Lessons

  • Lesson 1: Knowledge management overview
  • Lesson 2: Authoring and organizing
  • Lesson 3: Use knowledge content
  • Lesson 4: Manage knowledge content
  • Lesson 5: Module summary

After completing this module, you will be able to:

  • Create and manage knowledge content

See Exam Track...

As part of your accelerated course, you'll sit the following exam at the Firebrand Training Centre. This is covered by your Certification Guarantee:

Exam MB-230: Microsoft Dynamics 365 for Customer Service

The MB-230 exam tests you on the following skills and knowledge areas:

  • Perform configuration (25-30%)
  • Manage cases and the knowledge base (30-35%)
  • Manage queues, entitlements and SLAs (25-30%)
  • Configure Voice of the Customer (15-20%)

Technology: Microsoft 365

See What's Included...

The following official courseware, practice papers and exams are all included:

Microsoft Official Courseware

  • MB-230T01-A: Dynamics 365 for Customer Engagement for Customer Service

Microsoft Practice Exam

  • Microsoft Official Practice Tests are coming soon

Microsoft Official Exams

  • MB-230: Microsoft Dynamics 365 for Customer Service

Your accelerated course includes:

  • Accommodation
  • Meals, unlimited snacks, beverages, tea and coffee
  • Onsite exams
  • Examination vouchers*
  • Practice tests**
  • Certification Guarantee***
  • Courseware
  • Up-to 12 hours of instructor-led training each day
  • 24-hour lab access
  • Hands-on training through Lecture | Lab | ReviewTM
  • Digital courseware (if available)
  • * Exam vouchers may not be included for Apprentices and will require a separate purchase by an employer due to ESFA guidelines
  • ** Not on all courses
  • *** Pass first time or train again free (just pay for accommodation, exams and incidental costs)

See Prerequisites...

To take this course, you should have:

  • Basic understanding of the solution architecture and quality assurance
  • Understanding of industry terminology, priorities, standards, methodologies, customer service operations, and best practices
  • Comprehensive understanding of the Customer Service application's role in relationship to the Dynamics 365 suite of applications
  • Strong applied knowledge of meeting user needs through the Dynamics 365 Customer Service, including in-depth understanding of cases, knowledge base, queues, entitlements, Service Level Agreements (SLAs), visualizations, and Unified Service Desk

Required exams: The delegate will need to take Exam MB-200 to get the full Microsoft Certified: Dynamics 365 for Marketing Functional Consultant Associate.

Unsure whether you meet the prerequisites? Don’t worry. Your training consultant will discuss your background with you to understand if this course is right for you.

See Dates...

Microsoft Course Dates

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25/11/2019 (Monday)

26/11/2019 (Tuesday)

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30/3/2020 (Monday)

31/3/2020 (Tuesday)

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11/5/2020 (Monday)

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22/6/2020 (Monday)

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3/8/2020 (Monday)

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14/9/2020 (Monday)

15/9/2020 (Tuesday)

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