MB-230T01-A: Microsoft Dynamics 365 Customer Service

Prepare to pass the MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant Certification Exam

Course Description

Microsoft Dynamics 365 Customer Service offers any organization an opportunity for customer success. Using tools such as automatic case creation and queue management frees up your time to dedicate it where you can have a greater impact, directly with your customers.Join our team of globally recognized experts as they take you step by step from creating cases to interacting with customers to resolving those cases. Once you’ve resolved those cases you can learn from data analysis the key details to help you resolve similar cases faster or avoid new issues altogether.

Audience Profile

A Dynamics 365 Customer Engagement Functional Consultant is responsible for performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. The Functional Consultant implements a solution using out of the box capabilities, codeless extensibility, application and service integrations.

About this Course

Course Outline

Skills at a glance

Manage cases and Knowledge Management (15–20%)
Manage entitlements and SLAs (1–5%)
Implement scheduling (10–15%)
Implement multi-session experiences for Customer Service (30–35%)
Manage analytics, visualizations, and insights (10–15%)
Implement Microsoft Power Platform (5–10%)
Implement Connected Customer Service (1–5%)
Implement routing (10–15%)

Manage cases and Knowledge Management (15–20%)

Create and manage cases

Configure cases
Manage cases
Create and search for case records
Convert activities to cases
Perform case resolution
Manage parent/child cases
Merge cases
Set autonumbering for customer service entities

Define and configure foundational Customer Service components

Implement Advanced Similarity rules
Implement record creation and update rules
Configure and modify the Case Resolution dialogue
Configure Status Reason transitions
Configure business process flows
Configure categories and subjects
Configure document management
Configure basic and enhanced Teams integration
Configure security roles
Describe the Customer Service app interfaces

Create and administer Knowledge Management

Configure internal Knowledge Search capabilities
Resolve cases by using Knowledge articles
Manage the Knowledge article lifecycle
Manage Knowledge article content and templates
Configure tables for Knowledge Management
Translate Knowledge articles
Manage Knowledge article feedback
Integrate and search external Knowledge sources

Capture customer feedback by using Customer Voice

Create a survey
Describe survey elements including question types
Apply formatting and branding to a survey
Trigger distribution of a survey
Describe and analyze survey results including Customer Satisfaction Score and Net Promoter Score

Manage entitlements and SLAs (1–5%)

Create and manage entitlements

Configure and apply entitlements
Define and create entitlements including products, channels, contacts, allocations, and SLAs
Manage entitlement templates
Activate and deactivate entitlements
Renew or cancel an entitlement

Create and manage SLAs

Define and create SLAs
Configure SLA settings
Configure a holiday schedule
Configure a customer service schedule
Implement actions by using Power Automate
Apply SLAs
Create and manage SLA items including key performance indicators (KPIs), warning actions, success actions, and applicability
Configure a timer control on a form
Enable tables for enhanced SLAs

Implement scheduling (10–15%)

Configure service scheduling

Define business closures
Configure resources
Configure work hours
Configure facilities and equipment
Configure resource categories and characteristics
Configure resource groups
Configure sites
Define services
Configure fulfillment preferences

Implement schedule boards

Identify features and uses for Booking Requirements view
Schedule service activities
Reassign and reschedule service activities

Manage schedule boards

Describe use cases for multiple schedule boards
Configure schedule boards
Customize schedule boards

Implement Universal Resource Scheduling (URS)

Describe use cases for URS
Describe the role of resource requirements in scheduling
Enable scheduling for a table
Manage the work hours calendar for requirements

Implement multi-session experiences for Customer Service (30–35%)

Deploy Omnichannel for Customer Service

Configure workstreams
Implement security roles for omnichannel
Configure user settings

Manage channels

Configure a chat widget
Configure pre-chat surveys
Configure proactive chat
Configure the voice channel
Configure the chat channel
Configure the record-based channel

Configure agent productivity tools

Configure quick replies
Configure agent scripts
Create macros
Enable the productivity pane

Configure agent workspaces

Configure notifications
Configure session templates
Create agent experience profiles
Configure the Agent Inbox
Configure application tabs

Configure agent productivity AI capabilities

Enable AI suggestions for similar cases
Enable AI-suggested descriptions and keywords
Enable Smart Assist
Configure real-time customer sentiment
Configure AI suggestions for contacts in Microsoft Teams

Manage analytics, visualizations, and insights (10–15%)

Configure insights

Configure historical analytics
Configure topic clustering
Configure Knowledge search analytics

Create and configure visualizations and reports

Configure single-stream and multi-stream interactive dashboards
Design and create customer service charts
Personalize native Power BI reports

Configure Omnichannel Insights

Configure the Omnichannel Insights dashboard
Configure intraday insights
Customize KPIs for intraday insights
Enable sentiment analysis

Implement Microsoft Power Platform (5–10%)

Configure model-driven apps

Create and configure forms
Create and configure views
Configure site maps
Create and configure columns
Configure Microsoft Excel and Word templates
Configure alerts and in-app notifications
Configure column mappings on table relationships

Create custom apps

Create task-specific canvas apps and custom pages
Embed apps in Dynamics 365 Customer Service
Create Microsoft Power Pages websites

Implement Microsoft Copilot Studio for Customer Service

Describe Microsoft Copilot Studio components and concepts
Integrate Microsoft Copilot Studio with Dynamics 365 Customer Service
Create and manage bots including chat and voice
Implement Microsoft Copilot Studio as a post-call survey

Implement Connected Customer Service (1–5%)

Describe Connected Customer Service

Describe IoT components
Identify use cases for Connected Customer Service
Describe security roles for Connected Customer Service

Create and manage IoT devices

Manage IoT devices
Interact with IoT devices
Associate devices with customer accounts
Categorize devices

Implement routing (10–15%)

Configure routing

Configure work classification and assignments including rules
Configure user attributes including capacity profiles
Implement Basic Case Routing rules
Configure Routing Rulesets
Describe unified routing options
Configure skills-based routing and Skills Finder
Configure diagnostics

Create and manage queues

Differentiate queue types
Configure queues
Add records to queues
Configure tables for queues
Perform queue operations including pick, release, remove, and delete operations