MB-230 case studies
MB-230 · Put your knowledge to work in context.
Exam MB-230 is the required exam for the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate credential. It is aimed at functional consultants with customer service expertise who design and implement service management processes and automation, working alongside solution architects, developers, and customer engagement administrators. The exam measures your ability to manage cases and Knowledge Management; manage entitlements and SLAs; implement scheduling; implement multi-session experiences for Customer Service; manage analytics, visualizations, and insights; implement Microsoft Power Platform; implement Connected Customer Service; and implement routing. Candidates are expected to bring strong applied knowledge of cases, knowledge management, queues, service-level agreements, Customer Service applications, Customer Voice, and routing, plus a basic understanding of solution architecture. The MB-230 case studies are 5 cases and about 3,614 words.
1Contoso Home Services: Triage and Reopen Chaos
Contoso Home Services runs Dynamics 365 Customer Service for 120 agents handling roughly 4,000 cases a month across six product queues. Cases arrive by phone, email and a Power Pages portal.
785 words, about 4 min2Fabrikam Knowledge Sprawl Across Four Languages
Fabrikam maintains about 3,000 knowledge articles across four languages, written by product teams and maintained by only 12 part-time reviewers. Two article templates exist, but many articles ignore both.
686 words, about 3 min3Northwind: SLA Timers That Never Stop
Northwind sells support under Gold and Silver contracts. A single SLA defines a four-hour first response and a two-day resolution, and entitlements give Gold customers 40 cases per year.
751 words, about 4 min4Adventure Works: Chat Agents Drowning in Sessions
Adventure Works runs chat and SMS through Omnichannel for Customer Service with 80 agents and a target of five concurrent sessions per agent. During peak hours agents report six to eight simultaneous chats, while other agents sit idle with no conversations at all.
718 words, about 4 min5Proseware: Field Scheduling That Cannot Fill a Slot
Proseware schedules 60 technicians for about 400 service appointments a month using Dynamics 365 scheduling. Most jobs need one technician, but about a fifth need two technicians with different skills plus access to a customer lift.
674 words, about 3 min