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/) hereHardware: 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
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.
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