Microsoft Certified Dynamics 365 for Customer Service Functional Consultant Associate

- 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.

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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.

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Seven reasons why you should sit your course with Firebrand Training

  1. You'll be Dynamics 365 Customer Service certified in just 2 days. With us, you’ll be Dynamics 365 Customer Service trained in record time
  2. Our Dynamics 365 Customer Service course is all-inclusive. A one-off fee covers all course materials, exams, accommodation and meals. No hidden extras
  3. Pass Dynamics 365 Customer Service 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 Dynamics 365 Customer Service 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 Dynamics 365 Customer Service 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 72,589 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

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

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Other accelerated training providers rely heavily on lecture and independent self-testing and study.

Effective technical instruction must be highly varied and interactive to keep attention levels high, promote camaraderie and teamwork between the students and instructor, and solidify knowledge through hands-on learning.

Firebrand Training provides instruction to meet every learning need:

  • Intensive group instruction
  • One-on-one instruction attention
  • Hands-on labs
  • Lab partner and group exercises
  • Question and answer drills
  • Independent study

This information has been provided as a helpful tool for candidates considering training. Courses that include certification come with a Certification Guarantee. Pass first time or train again for free (just pay for accommodation, exams and incidental costs). We do not make any guarantees about personal successes or benefits of obtaining certification. Benefits of certification determined through studies do not guarantee any particular personal successes.

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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

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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

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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

Firebrand Training offers top-quality technical education and certification training in an all-inclusive course package specifically designed for the needs and ease of our students. We attend to every detail so our students can focus solely on their studies and certification goals.

Our Accelerated Learning Programmes include:

  • Intensive Hands-on Training Utilising our (Lecture | Lab | Review)TM Delivery
  • Comprehensive Study Materials, Program Courseware and Self-Testing Software including MeasureUp *
  • Fully instructor-led program with 24 hour lab access
  • Examination vouchers **
  • On site testing ***
  • Accommodation, all meals, unlimited beverages, snacks and tea / coffee****
  • Transportation to/from designated local railway stations
  • Examination Passing Policy

Our instructors teach to accommodate every student's learning needs through individualised instruction, hands-on labs, lab partner and group exercises, independent study, self-testing, and question/answer drills.

Firebrand Training has dedicated, well-equipped educational facilities where you will attend instruction and labs and have access to comfortable study and lounging rooms. Our students consistently say our facilities are second-to-none.

Firebrand goes digital

We’re currently migrating from printed to digital courseware. Some courseware is already available in digital, while other books remain in printed form. To find out if this course is digital, call us on 080 80 800 888.

There are several benefits of easy-to-use digital courseware: downloads are immediate, and you’ll always have your courseware available wherever you are. You won’t need to wait for a printed book to be delivered before you start learning – and it’s better for the environment. You can choose to download the courseware to your own device, or borrow one of ours.

Considering a Microsoft course? Always have the most up-to-date Microsoft digital courseware with ‘Fresh Editions’. This gives you access to all versions of digital courseware – you’ll receive updates and revisions of your textbook, at no charge, for the life of that course.

Examination Passing Policy

Should a student complete a Firebrand Training Program without having successfully passed all vendor examinations, the student may re-attend that program for a period of one year.  Students will only be responsible for accommodations and vendor exam fees.

Please note

  • * Not on all courses
  • ** Examination vouchers are not included for the following courses: GIAC, CREST and CISSP CBK Review. Exam vouchers may also not be included for Apprentices and will require a separate purchase by an employer due to Education and Skills Funding Agency guidelines.
  • *** On site testing is not included for our GIAC, CREST or ITIL Managers and Revision Certification Courses
  • **** Accommodation not included on the CISSP CBK Review Seminar

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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 - we’ll discuss your technical background, experience and qualifications to determine whether this accelerated course suits you.

Just call us on 080 80 800 888 and speak to one of our enrolment consultants.

Firebrand is an immersive environment and requires commitment. Some prerequisites are simply guidelines; you may find your unique experience, attitude and determination enables you to succeed on your accelerated course.

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Latest Dynamics 365 Customer Service Reviews from our students

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Microsoft Dynamics 365 Customer Service Course Dates

Microsoft - Certified Dynamics 365 for Customer Service Functional Consultant Associate

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Finish

Status

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20/2/2020 (Thursday)

21/2/2020 (Friday)

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Latest Dynamics 365 Customer Service Reviews from our students

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

Here's the Firebrand Training review section. Since 2001 we've trained exactly 72,589 students and asked them all to review our Accelerated Learning. Currently, 96.76% have said Firebrand exceeded their expectations.

Read reviews from recent accelerated courses below or visit Firebrand Stories for written and video interviews from our alumni.


"Friendly staff."
Satish Meta, Radisson Edwardian Hotels. (4/11/2019 to 9/11/2019)

"The fastest way to certification."
L.W., South Western Ambulance Service NHS Foundation. (4/11/2019 to 9/11/2019)

"My experience at Firebrand was very valuable - I learnt a lot in short amount of time but in a really good way. The hotel is also really nice - really comfortable beds!"
George Marsh, CGI. (7/11/2019 to 9/11/2019)

"Kind, motivated to my learning, passionate."
Cade Faulkner, CGI. (7/11/2019 to 9/11/2019)

"The teacher we had covered the content as a pace suitable for our level of understanding."
Lucy Green, CGI. (7/11/2019 to 9/11/2019)

Latest Dynamics 365 Customer Service Reviews from our students

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