MB230T01: Dynamics 365 for customer engagement for customer service

Course DateStart TimeEnd TimeTime ZoneLocationDaysPrice
Call for In Class or Live Virtual Dates1$795 USDPurchase


Dynamics 365 for Customer Engagement for Customer Service

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. Go step by step from creating cases to interacting with customers to resolving those cases. Once you have resolved those cases you can learn from data analysis the key details to help you resolve similar cases faster or avoid new issues altogether.

Duration: 1 Day


  • Completed one of the Microsoft 365 Workload Administrator certification paths


  • Functional Consultants
  • Individuals aspiring to have a Microsoft 365 Enterprise Admin role

Learning Objectives

  • 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


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