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 -

Domain 1 - Manage cases in Customer Service (51–55%)

1.1 Define and configure foundational Customer Service components

• Implement and monitor record creation and update rules
• Configure and modify the case resolution experience
• Configure and manage security roles
• Configure the timeline control, including records, card forms, and highlights

1.2 Create and administer knowledge management

• Configure internal knowledge search capabilities
• Configure tables for knowledge management
• Manage translated knowledge articles
• Integrate and search external knowledge sources
• Configure AI suggestions and Copilot-led knowledge article creation

1.3 Manage collaboration

• Configure Microsoft Teams chat
• Configure Join a Teams call for specific users
• Configure suggested contacts in Microsoft Teams, including by using AI and rules-based suggestions
• Configure Teams collaboration experience

1.4 Manage agents and Copilot in Service features

• Configure Ask a Question, including filtering content
• Configure case, timeline, and conversation summaries
• Configure Draft a Response
• Configure the Case Management Agent
• Integrate agents with Customer Service, including plug-ins and knowledge sources

1.5 Create and manage SLAs for cases

• Configure SLA settings
• 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
• Create SLA KPIs

Domain 2 - Configure representative experience and routing (25–30%)

2.1 Configure routing

• Configure workstreams
• Configure user settings
• Manage capacity profiles
• Configure work classification and assignments, including rules
• Configure basic routing rulesets
• Configure skills-based routing and skill finder models
• Configure queues
• Configure routing for records

2.2 Configure productivity tools

• Configure scripts, including slugs
• Create macros

2.3 Configure the Copilot Service workspace

• Configure session templates
• Create experience profiles
• Configure the Inbox, including creating custom views
• Configure application tab templates

Domain 3 - Extend Customer Service (15–20%)

3.1 Configure the data model and UI components

• Create and configure forms
• Create and configure views
• Configure model-driven app components
• Create and configure columns
• Configure alerts and in-app notifications
• Create or modify a table
• Configure relationships
• Configure Dataverse search
• Create and manage email templates

3.2 Capture customer feedback by using Customer Voice

• Trigger distribution of a survey
• Personalize a survey
• Populate survey results against cases and conversations

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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