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
Delivery
Instructor-led classroom or online training. Classroom training is hosted at The CRM Team training suite.
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
applicability
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
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Microsoft Official Courseware
The CRM Team Official Courseware
Copy the following content into an email message to your boss and update [the bracketed text] with the appropriate content.
Dear [your boss’s name]:
I’d like to expand and prove my technical skills by earning a Microsoft Certification. My next step is to receive training and take the Exam MB 230: Microsoft Dynamics 365 for Customer Service
When I pass this certification, you’ll have proof of my ability to work with Microsoft Dynamics 365 Enterprise. The CRM Team, are offering training for this course.
I believe I’ll be more effective and productive after achieving this valuable technical certification.
Let me know if you have any questions. In the meantime, you can find out more about this course here: http://tctwebsiteaug2020.azurewebsites.net/mb-230-microsoft-dynamics-365-for-customer-service/
As you can see, the exam validates skills that are crucial to our team’s success.
Thank you for your support,
[your name]
***Please contact us for a quote to attach to this letter.