Exam MB-230: Microsoft Dynamics 365 for Customer Service
About this course
The course walks through the core components of Microsoft Dynamics 365 Customer Service that appear on the MB‑230 certification exam, including case management, queues, service level agreements, knowledge base, omnichannel routing, and reporting dashboards. It also shows how to configure and customize these features, connect to other Dynamics 365 apps, and use Power Platform tools such as Power Automate for workflow automation. The material is aimed at people preparing to sit the MB‑230 exam and expects you to be new to Dynamics 365 or already working as a functional or technical consultant. Lessons are delivered as video lectures combined with demo‑heavy walkthroughs, and the instructor periodically presents exam‑style questions to gauge readiness. The course does not provide a formal certificate beyond the Udemy completion badge, but it is positioned as a direct pathway to booking and passing the official Microsoft certification exam on the first try. By the end of the training you should be able to set up end‑to‑end customer service solutions in Dynamics 365, troubleshoot common configuration issues, and demonstrate the practical knowledge required for the MB‑230 exam.
63/100
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- 39/45
- Who stands behind it
- 8/35
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- 16/20
Scores how much the provider publishes and who stands behind it — not how well it is taught.
What you'll learn
- Configure case management, queues, and service level agreements in Dynamics 365 Customer Service
- Create and manage knowledge base articles and omnichannel routing setups
- Build reports and dashboards to monitor service performance
- Automate service processes using Power Automate within Dynamics 365
- Integrate Customer Service with other Dynamics 365 modules and the Power Platform
Course objectives
- Prepare learners for the Microsoft MB‑230 certification exam
- Provide hands‑on experience configuring core Customer Service features
- Explain best practices for customizing and extending the service app
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