Dynamics 365 Customer Service Training (MB-230)
0% Completed
M1 — Case Design and Service Foundations
Define the case entity, its relationships and the records that sit around it
Reading
Configure record creation and update rules and the case resolution experience
Reading
Set up security roles, business units and the teams that own the service desk
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Configure the timeline control, record types, card forms and highlights
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Set up case numbering, categorisation, priority and the subject templates
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Create case merge and link rules for duplicate and parent child work
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M2 — Knowledge Management
Design the knowledge article table, structure and publication state
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Write and publish an article with attachments and internal or external visibility
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Configure internal knowledge search, filters and the article layout
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Manage translated articles and the source article version they track
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Integrate external knowledge sources and the search scope they add
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Turn a resolved case into a draft article and keep it accurate afterwards
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M3 — Entitlements, SLAs and Work Orders
Configure entitlement and case entitlement records with terms and customers
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Set up service level agreement items with warning actions, success actions and KPIs
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Apply an SLA to a case and read the timer control and the promised due date
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Raise an SLA timer with an automated flow and log the action on the timeline
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Create work orders, book resources and schedule a service appointment
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Handle service contracts, agreement lines and renewable coverage
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M4 — Queues, Routing and Work Assignment
Configure workstreams, work classification, assignment rules and routing rulesets
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Set up queues with working hours, queue items and the capacity profile
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Configure skills based routing, skill finder models and skill profiles
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Apply user settings, territories and the rules that route work to a person
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Balance agent workload with capacity profiles and scheduled shifts
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Route work for a record type and record the routing decision on the case
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M5 — Representative Experience and Channels
Configure the Copilot Service workspace with session templates and experience profiles
Reading
Set up the Inbox with custom views, tabs and focused work queues
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Configure the agent productivity tools: scripts, macros and work notes
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Enable the Teams collaboration experience, suggested contacts and chat from a case
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Configure omnichannel for Customer Service channels and interactive engagement
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Manage the mobile experience for field work and the bookings it needs
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M6 — Extending Customer Service
Create and modify tables, columns and relationships in the service data model
Reading
Build forms and views, then assemble them into a model driven app component
Reading
Configure search, alerts, in-app notifications and email templates
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Use JavaScript form scripts and plug-ins for validation and case automation
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Automate case updates with Power Automate flows and approvals
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Extend the agent workspace with a custom app and package it as a managed solution
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M7 — Customer Voice, Copilot in Service and Analytics
Trigger a Customer Voice survey from a case and personalise the questions
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Populate survey responses back against cases and conversations
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Configure Ask a Question with filters over knowledge and case content
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Set up case, timeline and conversation summaries plus Draft a Response
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Configure the Case Management Agent and the knowledge sources it reads
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Build the service dashboards that track first response time, backlog and SLA performance
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M8 — Capstone: Design a Working Service Desk
Configure cases, work orders, entitlements and SLA items with the correct actions
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Publish the knowledge base and connect it to internal and external search
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Set up queues, routing rules and skills based assignment for three support tiers
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Build the agent workspace with a session template, inbox views and scripts
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Extend the solution with a small custom app, an automated flow and a survey
Reading
Sit a timed MB-230 practice paper and score it by the three published domains
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