MB-230 key terms

The core record that tracks a customer's question, problem, or request from creation to closure, holding the customer, product, description, priority, owner, and related activities so agents can work it end to end.

The close-out activity on a case that records the resolution type and billable time; resolving changes the case status and may launch a wrap-up step, survey, or follow-up before the case is fully closed.

A case hierarchy in which a parent case groups related child cases so a complex or multi-part request can be tracked as one unit while each sub-issue is worked and resolved separately.

A container that holds unassigned work items such as cases and activities so agents can pick them up, a supervisor can assign them, and the team can see what is still outstanding.

A rule that automatically moves newly created or updated cases to a queue or owner based on conditions like product, priority, or customer, often grouped in a routing rule set with a defined order.

A configuration that turns incoming activities such as emails, tasks, or social posts into cases or other records, and can update existing records when related activities arrive for the same customer.

A hierarchical list of topics used to categorize cases and knowledge articles, enabling roll-up reporting by area and providing a default subject and routing path for new cases.

A feature that combines duplicate cases into a single master case, moving the related activities, notes, and details across so agents and customers see one consolidated view of the issue.

The two-level state model for a case: status is the broad state such as active, resolved, or cancelled, while status reason gives the specific explanation that drives reporting and business rules.

A structured content record that answers a question, explains a procedure, or documents a fix, with defined fields, versioning, audience settings, and a lifecycle so it can be searched and reused.

The stages a knowledge article moves through, typically draft, proposed, published, and expired, governed by author, reviewer, and manager roles so only approved content reaches agents or customers.

A reusable structure that defines which fields, sections, and formatting are used when authors create a certain type of knowledge article, keeping content consistent across a knowledge base.

The search experience that returns published articles to agents inside the app or to customers on a portal, matching on keywords, subject, and visibility settings and honoring the article lifecycle state.

The association created between a case and the article used to solve it, which supports sending the article to the customer and feeds article usage and effectiveness reporting.

A record that defines the support a customer is entitled to receive, such as covered channels, case counts, or hours; it can default onto new cases so agents know what service is included.

The part of an entitlement that sets the actual allocation, such as a number of cases, a number of hours, or a start and end date, plus the channels and products the coverage applies to.

A configuration that defines response and resolution targets for cases, tracking each commitment against a business calendar and flagging when a case is approaching or past its target.

A single measurable commitment inside an SLA, such as first response by or resolve by, with its own applicability conditions, action timing, and KPI thresholds that drive the case timer.

The success, warning, and failure values defined for an SLA item that determine when a case is on track, nearing a breach, or has failed, driving the timer colors agents and supervisors see.

The settings that decide when an SLA timer starts and stops, for example on case creation, first response, or resolution, so the measured clock matches the promised commitment.

A schedulable record representing a person, facility, or equipment item, with characteristics, work hours, and a calendar, that can be reserved to fulfill service requirements.

The scheduling record describing what a job needs, such as required skills, duration, time window, and preferred resources, so the scheduler can match available supply to demand.

The interactive timeline view that shows resources and open requirements side by side, letting dispatchers check availability, drag and drop bookings, and filter by territory or business unit.

An add-on that automatically assigns and optimizes bookings for a set of requirements, respecting constraints such as skills, travel time, working hours, and priority instead of relying on manual dispatch.

A configurable state such as scheduled, traveling, in progress, or completed that a booking moves through; each status carries a billing status and controls how the booking displays on the board.

A multi-session workspace tab in Customer Service that lets an agent handle several cases, customers, or conversations at once, each in its own session with its own context and panels.

A configuration that defines which tabs, tab templates, and panels open when a session is launched, and from which entity or record type agents can start that session.

A reusable definition of a tab type, such as a case, customer, or dashboard tab, specifying the page and behavior used when that tab is opened inside a multi-session workspace.

A view of charts and lists that shows case volumes, SLA performance, or agent workload; interactive dashboards let users filter, drill into, and stream live data without leaving the app.

Power BI-based reports over past case data that surface case volume, resolution times, SLA compliance, and agent performance, helping supervisors spot trends and coaching opportunities.

An AI-generated grouping of similar cases into themes, used in analytics to reveal emerging issues, support knowledge article creation, and inform routing or product fixes.

An app type built from Dataverse tables, forms, views, and business logic that provides role-based interfaces such as the Customer Service Hub or a custom agent workspace without writing code.

An automated process triggered by an event or schedule that performs actions across services, such as creating a case from an email, posting notifications, or updating related records automatically.

A guided stage bar on a record that walks users through required steps, such as identify, research, and resolve for a case, enforcing a consistent process and capturing stage-level data.

The routing capability that classifies incoming work and assigns it to the best queue or agent using skills, capacity, presence, and priority rules rather than simple queue assignment or manual pickup.

A configuration in unified routing that defines the channel, classification rules, and routing rules used to process one type of incoming conversation or record from arrival to assignment.

A setting that defines how much simultaneous work an agent can handle per channel, used by unified routing to decide which available agents still have room for the next incoming item.

An agent's availability status, such as available, busy, or away, that unified routing checks before assigning new work so items go only to agents who can respond.

The capability that links IoT devices to Customer Service so device alerts and registration data automatically create cases or work orders, and agents can view device history alongside the customer record.