Course Information

  • Sessions 4 days
  • Duration 30 hrs
  • Level Beginner
  • Assessment NA

Venue

12 Woodlands Square #07-85/86/87 Woods Square Tower 1, Singapore 737715. 5 mins walk from Woodlands (NS9) MRT station.

The venue is disabled-friendly.

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Certification

  • Certificate of Completion from Tertiary Courses - Upon meeting at least 75% attendance and passing the assessment(s), participants will receive a Certificate of Completion from Tertiary Courses.

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

Course Code: C1753

What's This Course About

The MB-230: Microsoft Certified Dynamics 365 Customer Service Functional Consultant Associate course equips professionals with the expertise to configure and optimize customer service experiences using Dynamics 365. Learn how to manage cases, queues, service-level agreements, and entitlements while improving productivity through tools like Copilot, the Customer Service Hub, and Omnichannel integrations.

Participants will gain hands-on experience in deploying voice, chat, SMS, and social messaging channels to engage customers in real-time. The course also covers the creation and automation of surveys using Dynamics 365 Customer Voice, along with visual insights using Power BI. You'll also learn to schedule services, analyze performance using Customer Service Insights, and connect IoT devices for proactive support with Connected Customer Service. Ideal for those pursuing MB-230 certification, this course prepares you to lead exceptional customer service transformations using Microsoft Dynamics 365.

Funding and Grant Applications

No funding is available for this course

Bonus: Free Practice Exams

Get exam-ready on our Practice Exam Portal — train in realistic Practice Mode and timed Exam Mode, then retake them as many times as you like before the real exam.

Start Practising →

Course Fee

$1,400.00 (GST-exclusive)
$1,526.00 (GST-inclusive)

Course Date

Course Time

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Additional Note

Please bring your own laptop for hands-on training. If you don't have laptop, we can provide spare laptop for training use.

Post-Course Support

  • We provide free consultation related to the subject matter after the course.
  • Please email your queries to enquiry@tertiaryinfotech.com and we will forward your queries to the subject matter experts.

Cancellation & Reschedule Policy

  • You can register your interest without upfront payment. There is no penalty for withdrawal of the course before the class commences.
  • We reserve the right to cancel or re-schedule the course due to unforeseen circumstances. If the course is cancelled, we will refund 100% for any paid amount.
  • Note the venue of the training is subject to changes due to availability of the classroom.

Course Details

Course Details

What You'll Learn

This course prepares you for the MB-230 certification exam, covering all official exam domains and their approximate weightings:

Domain 1 Manage cases in Customer Service (53%)

  • Implement record creation/update rules and configure the case resolution experience, security roles, and timeline control
  • Create and administer knowledge management: internal/external search, tables, translated articles, AI suggestions and Copilot-led article creation
  • Manage collaboration via Microsoft Teams chat, calls, and AI/rules-based suggested contacts
  • Manage Copilot in Service features: Ask a Question, case/timeline/conversation summaries, Draft a Response, Case Management Agent, and agent plug-in/knowledge-source integration
  • Create and manage SLAs for cases: SLA settings, Power Automate actions, SLA items/KPIs, warning/success actions, and timer controls

Domain 2 Configure representative experience and routing (27.5%)

  • Configure workstreams, queues, and routing for records
  • Configure work classification, assignment rules, and basic routing rulesets
  • Configure skills-based routing, skill finder models, and capacity profiles
  • Configure productivity tools: scripts, slugs, and macros
  • Configure the Copilot Service workspace: session templates, experience profiles, Inbox custom views, application tab templates

Domain 3 Extend Customer Service (17.5%)

  • Create and configure forms, views, columns, tables, and relationships
  • Configure model-driven app components, Dataverse search, and alerts/in-app notifications
  • Create and manage email templates
  • Trigger, personalize, and distribute a Customer Voice survey
  • Populate and analyze survey results against cases and conversations

Course Info

Promotion Code

Your will get 10% discount voucher for 2nd course onwards if you write us a Google review.

Minimum Entry Requirement

Knowledge and Skills

  • Able to operate using computer functions
  • Minimum 3 GCE ‘O’ Levels Passes including English or WPL Level 5 (Average of Reading, Listening, Speaking & Writing Scores)

Attitude

  • Positive Learning Attitude
  • Enthusiastic Learner

Experience

  • Minimum of 1 year of working experience.

Target Age Group: 18-65 years old

Minimum Software/Hardware Requirement

Software:

free Microsoft Azure account (https://azure.microsoft.com/en-us/) here 

Hardware: Window or Mac Laptops

Job Roles

Job Roles

  • Dynamics 365 Customer Service Consultant
  • CRM Functional Consultant
  • Dynamics 365 Support Specialist
  • Customer Engagement Specialist
  • Omnichannel Solution Consultant
  • Dynamics 365 System Administrator
  • Customer Service Implementation Lead
  • Dynamics 365 Functional Analyst
  • CRM Business Analyst
  • Power Platform Functional Consultant
  • Customer Service Automation Specialist
  • Dynamics 365 Copilot Configuration Specialist
  • Microsoft Customer Voice Administrator
  • SLA and Entitlements Analyst
  • Omnichannel Support Engineer
  • CRM Training & Adoption Specialist
  • CRM Integration Specialist
  • Customer Experience Strategist
  • Microsoft Dynamics 365 Consultant
  • Azure IoT and Connected Service Specialist

Trainers

Trainers

Sanjiv i is an ACTA certified experienced leader with a proven track record in business / finance consulting and in developing i) business intelligence (BI) solutions ii) data analytics/analysis solutions and iii) IOT lead BI solutions. Sanjiv's goal through Prudentia Consulting, is to promote the simple joy and excitement of actively using the Microsoft Platform. He believes that the agility afforded by the Microsoft platform helps businesses get time back for deeper business thinking and to spend more time with their end customers Sanjiv has rich experiences in diverse/complex high-tech businesses, turn around environments and strategic transformations. His functional expertise is in sales analytics, financial planning and analysis, engineering and program management. He has worked across discrete manufacturing, professional services and higher education verticals. He also has a working knowledge of equities portfolio management within the financial services domain.Sanjiv is the CEO of Prudentia Consulting, an organization committed to promoting the active usage of the Microsoft Platform. Prior to this, he has worked at Microsoft (US & APAC: 9.2 years), Cognizant Tech Solutions (3.3 years), Yazaki North America (8 years) and until recently at Oracle. Here are a few of his BI/analytics projects driven at scale: Built APAC wide BI dashboard using the Power BI umbrella tool set (Power BI online, Power BI desktop and Power Pivot) and a KPI lake (SQL DB), Helped develop key KPIs – identified key KPIs and helped land this in the DB, Developed a budget audit tool that captured budget inputs from a host of countries across the globe, Developed a business unit P&L reporting tool (functional architecture) in Business Objects for the world-wide financial planning and analysis team.

Anil is a ACLP certified trainer. He is an Enterprise Cloud and DevOps Consultant , responsible for helping clients to move Virtual data centre to Private Cloud based on OpenStack and Public Cloud ( AWS, Azure and Google cloud) . Consulting and training experience on Devops tool chain like github , Jenkins, Sonarqube, Docker & kubernetes, Cloud foundry, Openshift, Ansible and SaltStack. Lot of my Role is involved design and implementation of a solution and training.

Ajay is a ACLP certied trainer. Ajay is a vendor neutral cloud consultant and training expert on Cloud , with several Private cloud deployments in India and cloud migration knowledge .He is a Cloud and DevOps enthusiast with consulting, deployment and training expertise on OpenStack, AWS, Google Cloud ,Azure, Jenkins, and Docker Ajay has 18 + years Industry experience as IT entrepreneur and 9 years in Cloud and Devops technical consulting, implementation and training area, currently working in capacity of Vice President – Cloud and Devops services handling singapore and India.

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