MB-230 flashcards
MB-230 · Build recall with a focused review session.
32 cards. Read the term and the definition here. The deck at the top of this page is optional.
- Case lifecycle states
- A case starts as Active and ends as Resolved or Cancelled. Only resolved cases can be reactivated, and the reactivation window plus the Reactivate Case privilege govern whether the action is available.
- Case merge limit
- Up to ten cases can be merged into one master case. The merged cases become child cases set to Cancelled, while their activities and notes surface on the master record.
- Public vs private queues
- Public queues are visible to all users who hold queue access, while private queues are visible only to assigned members. Choose private queues for sensitive or skill-segmented work distribution.
- Record creation rules
- Record creation and update rules convert incoming activities such as emails or social messages into cases when conditions match, setting the target queue, source type, and Regarding activity.
- Knowledge article lifecycle
- Articles move from Draft through In review and Approved to Published, then Expired or Archived. Major versions are whole numbers, and minor versions such as 1.1 are saved edits within a major version.
- Knowledge article templates
- Templates define the structure and required fields of an article, either standard or structured with predefined sections, so authors produce consistent content and reviewers check consistent criteria.
- Knowledge search on case
- Agents use the Knowledge Search control on the case form to find and open relevant articles. Embedded knowledge search must be enabled in knowledge management settings for the control to appear.
- Knowledge article feedback
- Feedback records a rating and comment per article per contact. Combined with article views and case linkage, it shows which articles are used and which need rewriting or retirement.
- Entitlement applicability checks
- An entitlement applies only when the customer matches, the case origin matches an enabled entitlement channel, and the current date falls inside the entitlement start and end dates.
- SLA KPI instance
- A record created per SLA item on a case that tracks the timer through on-track, warning, succeeded, and failed states, and stores the calculated due time used in reporting.
- SLA pause condition
- Enhanced SLA items with Allow Pause stop their timer while the case meets the pause condition, commonly status On Hold, and resume counting when the condition no longer holds.
- KPI due date calculation
- The KPI due date equals the KPI start time plus the KPI time, calculated against the SLA's customer service calendar when one is attached and as elapsed 24x7 time otherwise.
- Resource requirement
- A resource requirement defines duration, time window, characteristics, roles, territory, and resource type for a job. The schedule assistant searches resources whose bookings and calendars satisfy those constraints.
- Fulfillment preference options
- None accepts any resource meeting minimum constraints, Restricted requires an exact match of all specified constraints, and Full Capacity consumes the resource's entire available capacity in a single booking.
- Booking statuses
- Booking statuses such as Scheduled, Traveling, In Progress, and Completed describe where a job stands, and booking timestamps capture actual start and end for duration and utilization analysis.
- Schedule assistant versus RSO
- The schedule assistant interactively returns candidate resources for one requirement, while Resource Scheduling Optimization runs automated batch optimization across many requirements and resources on a schedule.
- Session template
- A session template defines which tabs open for a customer session, such as Conversation, Case, and Knowledge. Templates attach to workstreams so each channel can present different tab sets.
- Capacity profile
- Capacity profiles assign capacity units to agents, and each workstream's capacity setting defines how many units a session consumes, determining how many sessions an agent can handle concurrently.
- Wrap-up time
- Configurable after-conversation time during which an agent completes notes and case details before the session closes. Wrap-up time still counts against the agent's available capacity.
- Presence status
- Presence values such as Available, Busy, Away, Offline, and Do Not Disturb determine whether an agent receives routed sessions. Presence is set manually or updated automatically by the system.
- Historical analytics refresh
- The Customer Service Analytics app reports case volume, resolution times, SLA outcomes, and agent performance from Dataverse data refreshed on a schedule, typically once per day.
- Real-time analytics dashboard
- Omnichannel real-time analytics shows live conversation metrics including waiting sessions, average wait time, average handle time, transfer rate, and abandonment rate for supervisors monitoring queues.
- Case topic clustering
- AI-generated topics group cases into discovered themes from case title and description. Topics require sufficient case volume and help identify emerging issues and deflection opportunities.
- Customer satisfaction score
- CSAT is calculated from post-conversation survey ratings and appears in Customer Service and Omnichannel analytics, where it measures service quality per queue, agent, and channel.
- Managed versus unmanaged solutions
- Managed solutions cannot be edited in the target environment and are used for deployment to test and production. Unmanaged solutions remain editable and are used only in development environments.
- Business rule scope
- Scope set to a form runs the business rule client-side only, while scope set to an entity runs server-side for all data operations including imports, API writes, and background processes.
- Classic workflows versus cloud flows
- Classic Dataverse workflows run synchronously or asynchronously on record events but are superseded by Power Automate cloud flows, which add connectors, approvals, and cross-service integration for new automation.
- Data loss prevention policy
- A DLP policy in the Power Platform admin center classifies connectors as business, non-business, or blocked, preventing flows from moving data between incompatible connector groups.
- Connected Customer Service
- An add-on solution that links Azure IoT Hub or IoT Central devices to Dynamics 365, so device alerts and telemetry can automatically create cases tied to the customer asset.
- Workstream
- In unified routing, a workstream binds a channel to its capacity profile, classification rule set, assignment rule set, and queues. Adding a channel requires a new workstream.
- Classification rule set
- Classification rules in unified routing set attributes on incoming work, such as skills, priority, or sentiment, which the subsequent assignment rules use to select the right queue.
- IoT alert to case
- Connected Customer Service can trigger a workflow or Power Automate flow when an IoT alert arrives, creating a case, linking the device asset, and attaching alert telemetry for the agent.