Implement Dynamics 365 Customer Service solutions — case management, knowledge base, queues, SLAs, omnichannel for customer service, unified routing, customer feedback, AI-powered Copilot, and service analytics — delivering exceptional customer experiences that drive satisfaction and loyalty.
From case management and knowledge bases to omnichannel engagement, unified routing, SLAs, AI Copilot, and customer feedback — every MB-230 domain with real D365 Customer Service labs.
Configure D365 Customer Service for case management with automated routing, set up knowledge bases with article templates, manage queues and SLAs, implement omnichannel for customer service (chat, email, voice, social), configure unified intelligent routing, deploy AI Copilot for agents, collect customer feedback with Customer Voice, and build service dashboards — the full MB-230 consultant lifecycle.
Create and manage customer cases, configure case resolution workflows, set up case routing rules, and track case resolution through SLA milestones.
Create and manage knowledge articles with approval workflows, configure knowledge base search, link articles to cases, and track article usage analytics.
Configure live chat, email, voice, WhatsApp, SMS, and social media channels. Set up agent workspaces and supervisor monitoring dashboards.
Configure Copilot to assist agents with case summaries, knowledge article suggestions, response drafts, sentiment analysis, and next best action recommendations — reducing handle time and improving first-contact resolution rates.
Configure SLAs for response and resolution times, create SLA KPIs, define business hours calendars, and track SLA compliance with real-time monitoring.
Configure workstreams, routing rules, and classification rules. Set up skills-based routing, capacity profiles, and assignment methods for optimal agent allocation.
Configure Customer Voice surveys for post-case CSAT measurement, Net Promoter Score (NPS), and custom feedback loops. Build service analytics dashboards — agent KPIs, case resolution time, channel performance, and SLA compliance — giving supervisors the insights to continuously improve customer service quality and agent productivity.
Customer service is the #1 driver of brand loyalty. Dynamics 365 Customer Service powers contact centres at global enterprises. MB-230 certifies you to build the solutions that keep customers coming back.
80% of companies compete primarily on customer experience. D365 Customer Service powers the contact centres delivering that experience.
MB-230 covers Copilot for Customer Service — AI that helps agents resolve cases faster, find knowledge articles, and draft responses instantly.
Customers expect seamless service across chat, email, voice, and social media. MB-230 covers the complete omnichannel D365 stack.
Every Microsoft partner delivering D365 Customer Service projects requires MB-230 certified functional consultants.
Every industry with a large customer base needs D365 Customer Service specialists — high demand, stable, and well-paying career.
From case management and knowledge bases to omnichannel, unified routing, SLA management, Copilot AI, customer feedback, and service analytics.
Flexible pricing for video, live, and blended training modes — we reply within 24 hours.
D365 Customer Service consultants work at Microsoft partners, BPO companies, telecom, banking, healthcare, and retail enterprises implementing contact centre solutions globally.
Join consultants who build the contact centre and customer service platforms that delight customers and empower agents — using Dynamics 365 Customer Service and AI Copilot.