About Course
About Dynamics 365 Customer Service Training (MB-230)
Bangalore's Dynamics 365 market divides between companies that own their operations and companies that run someone else's. Capability centres in the city have taken on the parent's finance, procurement and reporting, and the ER migration mandate now sits with teams here. Around them sit retail chains with their own finance and supply chain functions, fintech and payments firms, consumer internet businesses, semiconductor and hardware plants, and healthtech companies, each buying enterprise applications for a different reason.
A candidate here is usually hired for a specific module rather than for the suite. Retail chains want someone who can map pricing, loyalty and warehouse into one configuration, capability centres want a consultant who has run a fit-gap and a data migration, and fintech firms want payments reconciliation handled inside the ledger. Software vendors and implementation partners in the city also staff Business Central projects for smaller customers, which is an easier place to break into the domain.
This Bangalore page carries the same 12-week, 72-hour Dynamics 365 Customer Service Training (MB-230) syllabus, faculty and assessment as the master programme, delivered live online and in hybrid format, with classroom batches at our Thoraipakkam centre.
Course Overview
12-week Dynamics 365 Customer Service training (72 hours) on cases, knowledge, entitlements and SLAs, routing, agent workspace and MB-230 exam practice.
Why Learn Dynamics 365 Customer Service Training (MB-230)
Retail chains in the city hire functional consultants who can map pricing, loyalty and warehouse into one configuration, and the interview is a business case rather than a drill.
Capability centres here are replacing ageing ER estates across many countries, and a candidate who has run a fit-gap and a data migration is hired onto a plan.
Payments firms need reconciliation and compliance handled inside the ledger, and few people have configured that mapping between payment files and postings.
Where Dynamics 365 functional consulting roles are hired in Bangalore
- Global capability centre enterprise systems and migration teams
- Retail chain finance, pricing and merchandise operations
- Fintech and payments product operations groups
- Semiconductor, hardware and healthtech manufacturers
Demand drivers behind Bangalore Dynamics 365 functional consulting hiring
- Retail rollouts that need stock, pricing and store operations inside one instance
- Capability centres standardising on a single ER platform across many countries
- Semiconductor supply visibility demands across multi-site inventory and sourcing
- Parent-company consolidation and global reporting requirements
Who Should Join This Course
- Service Desk and Support Team Leaders — Turning support processes into cases, queues and service level agreements
- CRM Administrators — Owning a contact centre system they configured themselves
- Contact Centre Managers — Routing work and measuring response against real targets
- Customer Experience Consultants — Designing the service side of a Dynamics 365 programme
- Field Service and Support Coordinators — Replacing spreadsheets with scheduled work orders
- Fresh Graduate Trainees — Entering service technology work through a Microsoft certification
Prerequisites
You need to have worked in, or studied, a service or support function and be able to describe how cases actually move through it. Routing, entitlements and knowledge management are taught from first principles; no Dynamics 365 experience is required.
Learning Objectives
- Configure the case entity, resolution path, timeline and security roles
- Publish and maintain a knowledge base with internal and external search
- Set up entitlements, SLA items, KPIs and the actions that fire when time runs out
- Route cases through workstreams, queues, routing rules and skills based assignment
- Design the agent workspace with a session template, inbox views and productivity tools
- Extend Customer Service with a custom app, a form script and an automated flow
- Capture customer feedback with Customer Voice surveys tied to cases
- Sit a timed MB-230 practice paper scored across the three published exam domains
Certification Objectives Covered
The syllabus follows the published MB-230 Dynamics 365 Customer Service Functional Consultant Associate objectives: Dynamics 365 Customer Service, Customer Service app sandbox, Service platform implementation projects, Case and knowledge management, Entitlements and SLAs, Queues and routing and the MB-230 objective-to-topic map, the timed practice assessment and the exam-day plan.
Career Opportunities After This Programme
- Dynamics 365 Customer Service Consultant
- CRM Functional Consultant
- Customer Support Systems Analyst
- Service Desk Implementation Consultant
- Service Delivery Manager
- Contact Centre Technology Consultant
Hands-on Practice and Capstone
Capstone: You are handed a service desk with 40 agents, three support tiers and a 48-hour response commitment. Configure cases, work orders, entitlements and SLA items, publish the knowledge base, set up queues, routing rules and skills based assignment, then build the agent workspace and extend it with a small app and an automated flow. A timed MB-230 paper scored by domain closes the course.
Production scenario: A support backlog has tripled, first contact time has passed the target and the knowledge base nobody trusts is being updated by three agents. Decide what you configure first, which measure you put in front of the head of support, and what you tell the team about the new routing rules.
Course Duration, Mode and Certification
The course runs for 12 weeks (72 hours), three sessions a week of two hours each. Modes: Classroom / Live Online / Hybrid. Certificate issued: SkilBrill Course Completion Certificate. This programme prepares you for the MB-230 Dynamics 365 Customer Service Functional Consultant Associate exam, which is booked and paid for with the vendor separately from the course fee.
Is classroom training available in Bangalore? Classroom batches run at our Thoraipakkam centre in Chennai. Learners in Bangalore join the same live online or hybrid cohort taught by the same faculty, with the same assessment and placement support.
Why Train at SkilBrill
SkilBrill Training Institute in Thoraipakkam focuses on making you employable. Trainers are working Dynamics 365 customer service functional consultants and service operations leads, every module produces portfolio evidence rather than a completion badge, and the placement cell connects eligible candidates with hiring companies. Fee: ₹45,000 – ₹75,000. Enquire on +91 8610964691.
Career and Job Support
- Resume assistance tailored to the target role
- LinkedIn profile rewrite and recruiter outreach
- Mock interviews covering role scenarios
- Assessment and capstone walkthrough preparation
- Placement assistance with 200+ hiring partners
- Typical salary band after completion: ₹7 – 16 LPA
Frequently Asked Questions
What does the Dynamics 365 Customer Service course cover?
The course follows the three domains Microsoft publishes for MB-230: manage cases in Customer Service (51 to 55 percent), configure representative experience and routing (25 to 30 percent) and extend Customer Service (15 to 20 percent). Eight modules work through the case model, knowledge management, entitlements and service level agreements, queues and routing, the agent workspace, extending the application, customer feedback and Copilot in Service, and a service desk capstone.
How is this different from the Power Platform Functional Consultant course?
The Power Platform Functional Consultant course prepares you for PL-200, which covers building applications on Dataverse and automating tasks with Power Automate. This course prepares you for MB-230, which configures the Dynamics 365 Customer Service application itself: cases, knowledge articles, entitlements, service level agreements, queues, routing and the agent workspace. PL-200 is a useful companion path, but MB-230 is what a service consultant is hired for.
What does the MB-230 exam actually look like?
It is a 100-minute proctored assessment at intermediate level with roughly 40 to 60 scenario questions and a passing score of 700 out of 1000. More than half the paper sits on case management, so the case model, knowledge management and service level agreements carry the weight, with routing and extension work making up the rest. You sit the exam in a Microsoft testing centre or through an approved online proctor.
Do I need a contact centre background?
No, but you need to know how a service desk actually runs: what a first response means, why a case is not the same as an email, and how work is prioritised when forty tickets arrive at once. Consultants from support, quality or account management pick this up quickly. The exam asks what you configure in the product, so you spend the time in a lab rather than in a classroom discussion.
What work does this qualification lead to?
Customer service functional consultant work on Dynamics 365 Customer Service projects: case and knowledge set-up, entitlement and service level agreement design, routing and queue configuration, workspace design for agents, and extensions built with a developer alongside you. Typical titles are customer service consultant, CRM functional consultant and contact centre technology consultant, with a salary band of Rs 7 to 16 lakh a year in India.
What is the duration and fee?
Twelve weeks, three sessions a week of two hours each, totalling 72 hours, with the Customer Service app configured live in the sessions. Fees run from Rs 45,000 to Rs 75,000 depending on batch and mode, with classroom, live online and hybrid options and placement support through 200+ hiring partners. Extensions and automation are practised in the same tenant the case work uses.
What certificate do I receive?
A SkilBrill Course Completion Certificate for the full 72 hours of the programme, listing the modules completed and the service desk configuration you designed. The Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate credential is issued by Microsoft after you pass MB-230, and it renews each year with a free assessment on Microsoft Learn. We prepare you for the exam; we do not issue the vendor credential.
Is classroom training available in Bangalore?
No. SkilBrill's classroom runs only in Chennai. Learners in Bangalore join the same live online / hybrid cohort taught by the Chennai faculty, with proctored labs and the same placement support.
Which companies hire for these skills in Bangalore?
Learners in Bangalore typically target a mix of MNCs and startups such as Infosys, Wipro, Accenture, IBM, Microsoft. The programme's placement support applies equally to Bangalore learners.
Related Courses
- Power Platform Functional Consultant Training
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- Dynamics 365 Business Central Training
- Servicenow
Other Locations
Dynamics 365 Customer Service Training (MB-230) (All Locations)