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Microsoft Technology / Microsoft Dynamics 365
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Microsoft Dynamics 365 Customer Service (MB-230)

Online
2 days
German
Download PDF
€ 1.390,-
plus VAT.
€ 1.654,10
incl. VAT.
Booking number
42208
Venue
Online
3 dates
€ 1.390,-
plus VAT.
€ 1.654,10
incl. VAT.
Booking number
42208
Venue
Online
3 dates
Become a certified
Machine Learning Engineer
This course is part of the certified Master Class "Machine Learning Engineer". If you book the entire Master Class, you save over 15 percent compared to booking this individual module.
To the Master Class
In-house training
In-house training just for your employees - exclusive and effective.
Inquiries
In cooperation with
Become a Dynamics 365 Customer Service professional in 2 days: Case Creation, Omnichannel, AI, SLA & Insights - configure, automate and optimize your support.
Contents

In this compact bootcamp, you will set up a complete customer service environment, from automated case routing to omnichannel interactions via chat, voice and social media. You will define SLAs and entitlements, build a knowledge base, use AI-supported suggestions and sentiment analyses and evaluate service KPIs in real time with Power BI. Hands-on labs will prepare you to immediately deliver added value in real customer support and pass the MB-230 certification.

 

  • System architecture & Dataverse basics
  • Case management: queues, automatic case creation, routing rules
  • Service Level Agreements & Entitlements
  • Knowledge base, articles & AI answer suggestions
  • Omnichannel for customer service: chat, voice, social, bots
  • Customer Service Workspace & Agent Productivity Tools
  • Analytics & Insights: Dashboards, Power BI, Sentiment Analysis
  • Integrations: Teams, Outlook, Field Service, Power Automate
  • Security, Compliance & Exam Tips for MB-230
Your benefit
  • Set up a complete customer service environment with automatic case routing and omnichannel interactions
  • Defining service level agreements (SLAs) and authorizations
  • Leverage AI-powered suggestions, sentiment analysis and real-time service KPIs with Power BI
trainers
Milan Pincar
Methods

This course consists of training training and is led by a trainer who supervises the participants live. Theory and practice are taught with live demonstrations and practical exercises. The video conferencing software Zoom is used.

Final examination
Recommended for

Service Agents, Team Leads, Functional Consultants, CRM Admins and anyone who wants to get Dynamics 365 Customer Service up and running quickly and take their support processes to the next level.

Start dates and details

Form of learning

Learning form

13.10.2025
Online
Places free
Implementation secured
Online
Places free
Implementation secured
12.1.2026
Online
Places free
Implementation secured
Online
Places free
Implementation secured
27.4.2026
Online
Places free
Implementation secured
Online
Places free
Implementation secured

The training is carried out in cooperation with an authorized training partner. This partner collects and processes data under its own responsibility. Please take note of the corresponding privacy policy.

Do you have questions about training?
Call us on +49 761 595 33900 or write to us at service@haufe-akademie.de or use the contact form.