Microsoft Dynamics 365 for Customer Service (MB-230) 

About Microsoft Dynamics 365 Customer Service MB-230 Certification

MB-230 is designed for Dynamics 365 functional consultants with customer service expertise who are responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction. In this, Candidates design and implement service management visualizations and reports provided by and in collaboration with the Solution Architect.

Who should take the exam?

• Candidates for this exam must have strong applied knowledge meeting user needs through the Dynamics 365 Customer Service, including in-depth understanding of cases, knowledge base, queues, entitlements, Service Level Agreements (SLAs), visualizations, and Unified Service Desk. 
• Candidates should understand the industry terminology, priorities, standards, methodologies, customer service operations, and best practices. 
• Candidates should include a comprehensive understanding of the Customer Service application's role in relationship to the Dynamics 365 suite of applications along with a basic understanding of the solution architecture and quality assurance.

Course Structure

The Microsoft MB-230 exam covers the following topics as per the exam updates as of March 20, 2024 -

Domain 1 - Understanding to manage cases and knowledge management (15–20%)

1.1 Explain how to Create and manage cases

• Learn about configure cases
• Learn about managing cases
• Learn to create and search for case records
• Learn to convert activities to cases
• Learn to perform case resolution
• Learn to manage parent/child cases
• Learn to merge cases
• Set autonumbering for customer service entities

1.2 Explain how to define and configure foundational Customer Service components

• Learn to implement Advanced Similarity rules
• Learn to implement record creation and update rules
• Learn to configure and modify the Case Resolution dialogue
• Learn to configure Status Reason transitions
• Learn to configure business process flows
• Learn to configure categories and subjects
• Learn to configure document management
• Learn to configure basic and enhanced Teams integration
• Learn to configure security roles
• Learn to explain the Customer Service app interfaces

1.3 Explain how to create and administer Knowledge Management

• Learn to configure internal Knowledge Search capabilities
• Learn to resolve cases by using Knowledge articles
• Learn to manage the Knowledge article lifecycle
• Learn to manage Knowledge article content and templates
• Learn to configure tables for Knowledge Management
• Learn to translate Knowledge articles
• Learn to manage Knowledge article feedback
• Learn to integrate and search external Knowledge sources

1.4 Explain to capture customer feedback by using Customer Voice

• Learn to create a survey
• Learn to describe survey elements including question types
• Learn to apply formatting and branding to a survey
• Learn to trigger distribution of a survey
• Learn to describe and analyze survey results including Customer Satisfaction Score and Net Promoter Score

Domain 2 - Understanding to manage entitlements and SLAs (1–5%)

2.1 Explain how to create and manage entitlements

• Learn to configure and apply entitlements
• Learn to define and create entitlements including products, channels, contacts, allocations, and SLAs
• Learn to manage entitlement templates
• Learn to activate and deactivate entitlements
• Learn to renew or cancel an entitlement

2.2 Explain how to create and manage SLAs

• Learn to define and create SLAs
• Learn to configure SLA settings
• Learn to configure a holiday schedule
• Learn to configure a customer service schedule
• Learn to implement actions by using Power Automate
• Learn to apply SLAs
• Learn to create and manage SLA items including key performance indicators (KPIs), warning actions, success actions, and applicability
• Learn to configure a timer control on a form
• Learn to enable tables for enhanced SLAs

Domain 3 - Explain how to implement scheduling (10–15%)

3.1 Configure service scheduling

• Learn to define business closures
• Learn to configure resources
• Learn to configure work hours
• Learn to configure facilities and equipment
• Learn to configure resource categories and characteristics
• Learn to configure resource groups
• Learn to configure sites
• Learn to define services
• Learn to configure fulfillment preferences

3.2 Explain how to implement schedule boards

• Learn to identify features and uses for Booking Requirements view
• Learn to schedule service activities
• Learn to reassign and reschedule service activities

3.3 Explain how to manage schedule boards

• Learn to describe use cases for multiple schedule boards
• Learn to configure schedule boards
• Learn to customize schedule boards

3.4 Explain how to Implement Universal Resource Scheduling (URS)

• Learn to describe use cases for URS
• Learn to describe the role of resource requirements in scheduling
• Learn to enable scheduling for a table
• Learn to manage the work hours calendar for requirements

Domain 4 - Understanding to implement multi-session experiences for Customer Service (30–35%)

4.1 Explain how to deploy Omnichannel for Customer Service

• Learn to configure workstreams
• Learn to implement security roles for omnichannel
• Learn to configure user settings

4.2 Explain how to manage channels

• Learn to configure a chat widget
• Learn to configure pre-chat surveys
• Learn to configure proactive chat
• Learn to configure the voice channel
• Learn to configure the chat channel
• Learn to configure the record-based channel

4.3 Explain how to configure agent productivity tools

• Learn to configure quick replies
• Learn to configure agent scripts
• Learn to create macros
• Learn to enable the productivity pane

4.4 Explain how to configure agent workspaces

• Learn to configure notifications
• Learn to configure session templates
• Learn to create agent experience profiles
• Learn to configure the Agent Inbox
• Learn to configure application tabs

4.5 Explain how to configure agent productivity AI capabilities

• Learn to enable AI suggestions for similar cases
• Learn to enable AI-suggested descriptions and keywords
• Learn to enable Smart Assist
• Learn to configure real-time customer sentiment
• Learn to configure AI suggestions for contacts in Microsoft Teams

Domain 5 - Explain how to manage analytics, visualizations, and insights (10–15%)

5.1 Explain how to Configure insights

• Learn to configure historical analytics
• Learn to configure topic clustering
• Learn to configure Knowledge search analytics

5.2 Explain how to create and configure visualizations and reports

• Learn to configure single-stream and multi-stream interactive dashboards
• Learn to design and create customer service charts
• Learn to personalize native Power BI reports

5.3 Explain how to configure Omnichannel Insights

• Learn to configure the Omnichannel Insights dashboard
• Learn to configure intraday insights
• Learn to customize KPIs for intraday insights
• Learn to enable sentiment analysis

Domain 6 - Understanding to implement Microsoft Power Platform (5–10%)

6.1 Explain how to configure model-driven apps

• Learn to create and configure forms
• Learn to create and configure views
• Learn to configure site maps
• Learn to create and configure columns
• Learn to configure Microsoft Excel and Word templates
• Learn to configure alerts and in-app notifications
• Learn to configure column mappings on table relationships

6.2 Create custom apps

• Learn to create task-specific canvas apps and custom pages
• Learn to embed apps in Dynamics 365 Customer Service
• Learn to create Microsoft Power Pages websites

6.3 Explain how to Implement Microsoft Copilot Studio for Customer Service

• Learn to describe Microsoft Copilot Studio components and concepts
• Learn to integrate Microsoft Copilot Studio with Dynamics 365 Customer Service
• Learn to create and manage bots including chat and voice
• Learn to implement Microsoft Copilot Studio as a post-call survey

Domain 7 - Underatasning to Implement Connected Customer Service (1–5%)

7.1 Explain Connected Customer Service

• Learn to describe IoT components
• Learn to identify use cases for Connected Customer Service
• Learn to describe security roles for Connected Customer Service

7.2 Understanding to create and manage IoT devices

• Learn to manage IoT devices
• Learn to interact with IoT devices
• Learn to associate devices with customer accounts
• Learn to categorize devices

Domain 8 - Understanding to implement routing (10–15%)

8.1 Explain Configure routing

• Learn to configure work classification and assignments including rules
• Learn to configure user attributes including capacity profiles
• Learn to implement Basic Case Routing rules
• Learn to configure Routing Rulesets
• Learn to describe unified routing options
• Learn to configure skills-based routing and Skills Finder
• Learn to configure diagnostics

8.2 Explain how to create and manage queues

• Learn to differentiate queue types
• Learn to configure queues
• Learn to add records to queues
• Learn to configure tables for queues
• Learn to perform queue operations including pick, release, remove, and delete operations

Exam Pattern 

• Exam Name: Microsoft Dynamics 365 Customer Service
• Exam Code: MB-230
• Number of Questions: 40-60
• Length of Time:  120 Minutes
• Passing Score: 700 (on a scale of 1-1000)
  
• Exam Language English

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