MB-230 study guide
MB-230 · Work through your exam, one topic at a time.
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 MB-230 study guide has 8 sections and about 2,461 words.
01Manage cases in Customer Service
Cases are the core record in Customer Service and the anchor for entitlements, SLAs, queues, and routing. Understand the status/status reason model: a case is Active, Resolved, or Cancelled, and each status has its own set of valid status reasons.
325 words, about 2 min02Manage knowledge management
Knowledge in Customer Service is built on the KnowledgeArticle entity. Articles follow a lifecycle of statuses - Draft, In review, Published, Expired, and Discarded - each with defined status reasons.
312 words, about 2 min03Manage entitlements and SLAs
An entitlement defines the support a customer is entitled to: the account or contact it applies to, the entitlement channel (Email, Phone, Web, Facebook, Twitter), start and end dates, and whether it applies automatically or the agent selects it. Entitlements must be activated to take effect, and only one entitlement applies to a case at a time - when several match, the most specific or most recently created wins, so overlapping entitlements are a classic trap.
306 words, about 2 min04Implement scheduling
Scheduling in Customer Service (and Field Service) runs on Universal Resource Scheduling (URS) . The core object is the resource requirement : the work to be done, with a duration, a from/to window, required characteristics and roles, a territory, a priority, and a fulfillment preference .
303 words, about 2 min05Implement multi-session experiences for Customer Service
Multi-session experiences are delivered by Omnichannel for Customer Service in the Customer Service workspace or the Omnichannel agent app. The unit of work is the session : when a conversation is routed to an agent, a session opens containing one or more tabs .
303 words, about 2 min06Manage analytics, visualizations, and insights
Customer Service ships several analytics surfaces. Customer service historical analytics covers case volume, resolution times, SLA compliance, agent and queue performance, and topics.
294 words, about 1 min07Implement Microsoft Power Platform
Almost every Customer Service customization is a Power Platform artifact. The apps themselves - Customer Service Hub , Customer Service workspace , and the Omnichannel app - are model-driven apps delivered in a solution.
298 words, about 1 min08Implement Connected Customer Service and routing
Connected Customer Service connects Dynamics 365 to Azure IoT Hub so device telemetry becomes service action. You register devices against the Device entity, and alerts raised by the device surface as IoT alerts that can create or update cases automatically, trigger flows, and be tracked on the case.
320 words, about 2 min