MB-230: Microsoft Dynamics 365 Customer Service

About MB-230 Microsoft Dynamics 365 Customer Service

This course is intended for individuals who plan to take the MB-230 exam. This audience typically includes sales operations managers, customer service managers, service schedulers, administrators, office managers, executives, and consultants who want to demonstrate a foundational understanding of the application functionality. The exam is appropriate for those who are new to Dynamics CRM, yet have a background in the business process as well as Microsoft Office.

Exam MB230: Part of the requirements for: Microsoft Certified: Dynamics 365 for Customer Service Functional Consultant Associate

Related exam: Exam PL-200


Instructor-led classroom or online training. Classroom training is hosted at The CRM Team training suite.

Course Content
1. Manage cases and Knowledge Management

Create and manage cases
• configure cases
• manage case lists
• create and search for case records
• convert activities to cases
• perform case resolution
• implement parent/child cases
• merge cases
• set autonumbering for customer service entities

Configure and automate cases
• implement Advanced Similarity rules
• implement record creation and update rules
• route cases using basic routing rulesets
• customize the Case Resolution form
• configure Status Reason transitions
• configure business process flows

Implement Knowledge management
• configure the Knowledge Search control
• configure knowledge article search filters and search providers
• link an article with a case
• use Knowledge management to resolve cases
• manage the Knowledge management article lifecycle
• manage Knowledge management articles
• configure tables for Knowledge management
• manage knowledge article templates
• implement knowledge search
• configure categories and subjects
• convert cases to knowledge articles

Capture customer feedback by using Customer Voice
• create a survey
• describe survey elements including question types
• apply formatting and branding to a survey
• trigger distribution of a survey
• describe and analyze survey results including CSAT and Net Promoter Score (NPS)

2. Manage queues, entitlements, and SLAs

Create and manage queues
• describe use cases for each queue type
• configure queues
• add cases and activities to queues
• configure tables for queues
• perform queue operations including pick, release, remove, and delete operations

Create and manage entitlements
• configure and apply entitlements
• define and create entitlements including products, channels, contacts, allocations, and
service-level agreements
• manage entitlement templates
• activate and deactivate entitlements
• renew or cancel an entitlement

Create and manage SLAs
• define and create service-level agreements (SLAs)
• configure SLA settings
• configure a holiday schedule
• configure a customer service schedule
• implement actions by using Power Automate
• manage cases that are associated with SLAs
• manually apply an SLA
• create and manage SLA items including KPIs, warning actions, success actions, and

Implement unified routing
• describe unified routing stages
• configure work classification and assignments
• configure assignment rules
• configure workstreams
• configure queues
• configure user attributes including capacity profiles
• configure skills-based routing
• configure unified record routing

3. Implement scheduling

Manage resources
• configure business closures
• configure organizational units
• configure resources
• configure work hours
• configure facilities and equipment

Manage services
• define services
• schedule a service activity
• configure fulfillment preferences

4. Implement Omnichannel for Customer Service

Deploy Omnichannel for Customer Service
• provision Omnichannel for Customer Service
• configure application settings including data masking, operating hours, authentication
settings, self-service settings, and sentiment analysis
• configure work streams
• configure routing values
• implement context variables

Manage channels
• configure channels
• enable the chat widget on websites
• configure pre-chat surveys
• configure proactive chat
• configure Short Message Service (SMS)
• configure the voice channel

Configure the supervisor experience
• configure Omnichannel Insights dashboard
• configure intraday insights
• customize KPIs for intraday insights
• enable sentiment analysis

5. Manage analytics and insights

Configure insights
• customer Service historical analytics
• configure topic clustering
• configure Knowledge search analytics

Create and configure visualizations
• configure tier 1 and tier 2 interactive dashboards
• design and create customer service charts
• design reports by using the Report wizard
• design and create Power BI reports and dashboards

6. Implement Customer Service workspaces

Describe Customer Service workspaces
• configure session management
• configure administration features
• describe navigation and sessions

Implement App Profile Manager
• implement app profiles
• configure session, application, and notification templates
• configure macros and agent scripts
• configure Smart Assist

7. Implement Microsoft Power Platform

Configure model-driven apps
• create and configure forms
• create and configure views
• configure site maps

Create custom apps
• create task-specific canvas or model apps
• embed apps in Dynamics 365 Customer Service
• create a custom portal to support customer service processes

Integrate Power Virtual Agents chatbots with Dynamics 365 Customer Service
• describe Power Virtual Agents components and concepts
• integrate Power Virtual Agents with Dynamics 365 Customer Service
• escalate conversations to a live agent
• manage chatbots

8. Implement Connected Customer Service

Describe Connected Customer Service
• describe IoT components
• identify use cases for Connected Customer Service

Implement Connected Customer Service with IoT Hub
• manage IoT devices
• manage security roles for Connected Customer Service