After the course you can configure Dynamics 365 Customer Service so that requests are captured cleanly as cases, distributed by rules and handled within agreed deadlines. You set up knowledge management, collaboration through Teams and Copilot features, and adapt forms and views to your needs. The content follows the MB-230 exam areas. The course suits functional consultants, key users and administrators who want to model a service organisation in Dynamics 365 or extend an existing solution.
What you’ll take away.
- Configure case handling, including record creation rules, the resolution dialog, security roles and the timeline
- Build SLAs with KPIs, warning and success actions, and extend them with Power Automate
- Set up workstreams, queues, capacity profiles and skills-based routing
- Configure Copilot features such as summaries, draft responses and the Case Management Agent
- Adapt forms, views and columns, and link Customer Voice surveys to cases
Your training in detail
- Who is it for?
- Functional consultants, key users and administrators who implement, extend or run Dynamics 365 Customer Service.
- Prerequisites
- You know typical customer service processes and have some experience with Dynamics 365 or model-driven Power Apps and Dataverse.
- Format & planning
- Standard length: 4 training days. A different length can be arranged for companies.
Agenda: from understanding to application
Our independently developed agenda proposal. Focus areas, lab environment and scope are agreed before booking.
Case management basics: creation and update rules, resolution, security roles
Knowledge management: internal search, translated articles, external knowledge sources
Collaboration through Microsoft Teams and suggested contacts
Copilot in Service and agents: asking questions, summaries, draft responses
SLAs, KPIs and timer controls
Routing, queues and the Copilot Service workspace with session templates and experience profiles
Data model, forms, views and Customer Voice
In a test environment you build a case process for a fictitious IT help desk: an SLA with a warning stage, a queue with a routing rule and a session template for the workspace. Finally you create a test case and check that it is assigned and tracked correctly.
Exams, licences & credentials
The course prepares you for exam MB-230, which leads to the "Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate" certification. The exam and its fee are included only if the offer explicitly confirms this. Any certificate is issued by Microsoft alone. This is not an official Microsoft course unless the offer explicitly says so.
Vendor references & review date
Sources checked on 2026-11-10. These sources describe the technology or external exam requirements. They do not imply a partnership with NextNowa.
Your learning content
These objectives describe the training topic. The specific syllabus, dates and trainer are agreed before booking; the written offer is binding.
Frequently asked questions
Do I need programming skills for MB-230?
No. The focus is on configuration in the user interface. Power Automate appears only for simple SLA actions.
How much of the course covers Copilot?
Copilot and agents form their own block within case management. You configure summaries, draft responses and the Case Management Agent and discuss where human review is still needed.
Does MB-230 Microsoft Dynamics 365 Customer Service Functional Consultant: setting up cases, routing and Copilot include a certificate?
The course prepares you for exam MB-230, which leads to the "Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate" certification. The exam and its fee are included only if the offer explicitly confirms this. Any certificate is issued by Microsoft alone. This is not an official Microsoft course unless the offer explicitly says so.