MB-230 study plan
MB-230 · Give each week a clear focus.
8 weeks · About 7 hours per week
Manage cases in Customer Service & Manage entitlements and SLAs
Configure a case record with custom columns, a business process flow, and a parent-child case hierarchy in a trial environment
Create and apply case resolution and cancellation behaviors, and document every status transition a case can take
Build two entitlement records (standard and enhanced) with entitlement channels and entitlement terms
Attach an SLA containing two KPI items (first response and resolution) to each entitlement and confirm the correct SLA applies to newly created cases
Explain and test how entitled vs. non-entitled cases differ in warning and failure behavior
Your checkpoint
A written test log showing 5 cases resolved under each entitlement, with SLA KPI applied/succeeded/failed timings recorded and at least 2 deliberate failure cases documented
Manage entitlements and SLAs & Implement Connected Customer Service and routing
Configure queues, queue membership, and case assignment rules, then verify automatic routing of incoming cases
Build a unified routing workstream with an intake rule set for a live-chat channel
Configure capacity profiles, assignment rules with skill and effort matching, and prioritization rules
Validate routing order with a controlled set of test cases that vary priority and required skill
Configure a Connected Customer Service scenario that turns an IoT alert into a case
Your checkpoint
A routing test matrix of 8 cases listing expected queue, assigned agent, and priority for each, with actual results and pass/fail for every row
Implement Microsoft Power Platform
Create a custom table with a relationship to the case table and add it to a model-driven app
Build two Power Automate flows against case events (creation trigger plus an approval or Teams notification)
Configure a business rule and a rollup or calculated column and verify the behavior on the form
Define a security role with table-level and column-level restrictions and test it with a second user
Package all work into a single unmanaged solution and export it
Your checkpoint
An exported unmanaged solution zip containing one custom table, one model-driven app, two flows, one business rule, and one security role, plus a short verification checklist
Implement multi-session experiences for Customer Service
Provision an Omnichannel environment and configure a chat channel plus one additional channel
Create session templates, a workstream, and contextual conversation controls for the chat widget
Configure presence and capacity so an agent can handle concurrent sessions, and observe the limit being enforced
Configure agent dashboards and a consultation or transfer between two agents
Review and close a session with a session summary
Your checkpoint
A documented end-to-end conversation walkthrough (routed, concurrent second session accepted, transferred, summarized, closed) with the transcript saved as text
Manage knowledge management
Author knowledge articles from a template with review-and-approval and versioning enabled
Configure internal vs. external visibility and publish articles to the correct audience
Enable article suggestions on the case form and link articles to cases and to a portal
Configure knowledge search behavior and verify results for a defined set of search terms
Build a view or dashboard that surfaces article usage and feedback
Your checkpoint
Five published knowledge articles with at least two versions on one article, a search-term results table for 10 queries, and a list of linked case-article pairs
Implement scheduling
Configure bookable resources, resource categories, characteristics, and roles
Build requirement groups and confirm the schedule assistant fulfills them correctly
Configure availability, time off, and scheduling options such as fulfillment preferences
Book a batch of work through the schedule board and the schedule assistant, then test a reschedule and a cancellation
Identify and document two constraint conflicts and the configuration change that resolves each
Your checkpoint
Ten bookings created through the schedule assistant with the selected resource and matching constraint listed for each, plus two documented conflicts and their fixes
Manage analytics, visualizations, and insights
Build a Power BI report against Dataverse case data with at least three visuals
Configure and interpret the out-of-the-box Customer Service historical and real-time analytics dashboards
Embed a report or dashboard inside a model-driven app and verify it renders for an agent persona
Define three service metrics (for example first response time or resolution rate) and trace each back to its data source
Write up three actionable insights derived from the visuals
Your checkpoint
A Power BI report with three visuals, an embedded dashboard, and a one-page written analysis naming three insights and the metric definitions behind them
Manage cases in Customer Service & Manage 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 routing
Take a full-length timed practice assessment and score each domain separately
Re-study the two lowest-scoring domains to close the identified gaps
Rebuild from memory any deliverable from weeks 1-7 that failed its pass criteria
Recite the configuration path for the five highest-risk features without looking them up
Your checkpoint
A scored practice assessment with a per-domain breakdown, a ranked list of remaining weak areas, and evidence that each previously failed deliverable now passes
Milestones
Week 2: Cases route correctly through queues and unified routing for all 8 rows of the test matrix, including skill- and priority-based outcomes
Week 4: A single chat conversation is routed, handled concurrently with a second session, transferred, summarized, and closed without manual workarounds
Week 6: All 10 bookings are fulfilled by the schedule assistant with constraints satisfied, and both conflict scenarios are resolved by a documented configuration change
Week 8: Practice assessment complete with a per-domain score breakdown and every previously failed deliverable now passing