

Exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant
Manage Cases and Knowledge Management
- Create and Manage Cases:
- Configure cases
- Manage case lists
- Create and search for case records
- Convert activities to cases
- Perform case resolution
- Implement parent/child cases
- Merge cases
- Set autonumbering for customer service entities
- Configure and Automate Cases:
- Implement advanced similarity rules
- Implement record creation and update rules
- Route cases using basic routing rulesets
- Customize the case resolution form
- Configure status reason transitions
- Configure business process flows
- Implement Knowledge Management:
- Configure the knowledge search control
- Configure knowledge article search filters and search providers
- Link an article with a case
- Use knowledge management to resolve cases
- Manage the knowledge management article lifecycle
- Manage knowledge management articles
- Configure tables for knowledge management
- Manage knowledge article templates
- Implement knowledge search
- Configure categories and subjects
- Convert cases to knowledge articles
- 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 (CSAT) and Net Promoter Score (NPS)
Manage Queues, Entitlements, and Service-Level Agreements
- Create and Manage Queues:
- Describe use cases for each queue type
- Configure queues
- Add cases and activities to queues
- Configure tables for queues
- Perform queue operations, including pick, release, remove, and delete operations
- Create and Manage Entitlements:
- Configure and apply entitlements
- Define and create entitlements, including products, channels, contacts, allocations, and service-level agreements
- 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
- Manage cases that are associated with SLAs
- Manually apply an SLA
- Create and manage SLA items, including key performance indicators (KPIs), warning actions, success actions, and applicability
- Implement Unified Routing:
- Describe unified routing stages
- Configure work classification and assignments
- Configure assignment rules
- Configure workstreams
- Configure queues
- Configure user attributes, including capacity profiles
- Configure skills-based routing
- Configure unified record routing
Implement Scheduling
- Manage Resources:
- Configure business closures
- Configure organizational units
- Configure resources
- Configure work hours
- Configure facilities and equipment
- Manage Services:
- Define services
- Schedule a service activity
- Configure fulfillment preferences
Implement Omnichannel for Customer Service
- Deploy Omnichannel for Customer Service:
- Provision Omnichannel for Customer Service
- Configure application settings, including data masking, operating hours, authentication settings, self-service settings, and sentiment analysis
- Configure work streams
- Configure routing values
- Implement context variables
- Manage Channels:
- Configure channels
- Enable the chat widget on websites
- Configure pre-chat surveys
- Configure proactive chat
- Configure Short Message Service (SMS)
- Configure the voice channel
- Configure the Supervisor Experience:
- Configure Omnichannel Insights dashboard
- Configure intraday insights
- Customize KPIs for intraday insights
- Enable sentiment analysis
Manage Analytics and Insights
- Configure Customer Service Insights for Dynamics 365 Customer Service:
- Configure Customer Service historical analytics
- Configure topic clustering
- Configure knowledge search analytics
- Create and Configure Visualizations:
- Configure tier 1 and tier 2 interactive dashboards
- Design and create customer service charts
- Design reports by using the Report Wizard
- Design and create Power BI reports and dashboards
Implement Customer Service Workspaces
- Describe Customer Service Workspaces:
- Configure session management
- Configure administration features
- Describe navigation and sessions
- Implement the app profile manager:
- Implement app profiles
- Configure session, application, and notification templates
- Configure macros and agent scripts
- Configure smart assist
Implement Microsoft Power Platform
- Configure Model-Driven Apps:
- Create and configure forms
- Create and configure views
- Configure site maps
- Create Custom Apps:
- Create task-specific canvas or model apps
- Embed apps in Dynamics 365 Customer Service
- Create a custom portal to support customer service processes
- Integrate Power Virtual Agents Chatbots with Dynamics 365 Customer Service:
- Describe Power Virtual Agents components and concepts
- Integrate Power Virtual Agents with Dynamics 365 Customer Service
- Create escalate conversations to a live agent
- Create manage chatbots
Implement Connected Customer Service
- Describe Connected Customer Service:
- Describe IoT components
- Identify use cases for Connected Customer Service
- Implement Connected Customer Service with IoT Hub:
- Manage IoT devices
- Manage security roles for Connected Customer Service