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Home - Lessons - Dynamics 365 Customer Service Training (MB-230) - M3 — Entitlements, SLAs and Work Orders - Set up service level agreement items with warning actions, success actions and KPIs

Dynamics 365 Customer Service Training (MB-230) Set up service level agreement items with warning actions, success actions and KPIs

Dynamics 365 Customer Service Training (MB-230)

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M1 — Case Design and Service Foundations

Define the case entity, its relationships and the records that sit around it

Configure record creation and update rules and the case resolution experience

Set up security roles, business units and the teams that own the service desk

Configure the timeline control, record types, card forms and highlights

Set up case numbering, categorisation, priority and the subject templates

Create case merge and link rules for duplicate and parent child work

M2 — Knowledge Management

Design the knowledge article table, structure and publication state

Write and publish an article with attachments and internal or external visibility

Configure internal knowledge search, filters and the article layout

Manage translated articles and the source article version they track

Integrate external knowledge sources and the search scope they add

Turn a resolved case into a draft article and keep it accurate afterwards

M3 — Entitlements, SLAs and Work Orders

Configure entitlement and case entitlement records with terms and customers

Set up service level agreement items with warning actions, success actions and KPIs

Apply an SLA to a case and read the timer control and the promised due date

Raise an SLA timer with an automated flow and log the action on the timeline

Create work orders, book resources and schedule a service appointment

Handle service contracts, agreement lines and renewable coverage

M4 — Queues, Routing and Work Assignment

Configure workstreams, work classification, assignment rules and routing rulesets

Set up queues with working hours, queue items and the capacity profile

Configure skills based routing, skill finder models and skill profiles

Apply user settings, territories and the rules that route work to a person

Balance agent workload with capacity profiles and scheduled shifts

Route work for a record type and record the routing decision on the case

M5 — Representative Experience and Channels

Configure the Copilot Service workspace with session templates and experience profiles

Set up the Inbox with custom views, tabs and focused work queues

Configure the agent productivity tools: scripts, macros and work notes

Enable the Teams collaboration experience, suggested contacts and chat from a case

Configure omnichannel for Customer Service channels and interactive engagement

Manage the mobile experience for field work and the bookings it needs

M6 — Extending Customer Service

Create and modify tables, columns and relationships in the service data model

Build forms and views, then assemble them into a model driven app component

Configure search, alerts, in-app notifications and email templates

Use JavaScript form scripts and plug-ins for validation and case automation

Automate case updates with Power Automate flows and approvals

Extend the agent workspace with a custom app and package it as a managed solution

M7 — Customer Voice, Copilot in Service and Analytics

Trigger a Customer Voice survey from a case and personalise the questions

Populate survey responses back against cases and conversations

Configure Ask a Question with filters over knowledge and case content

Set up case, timeline and conversation summaries plus Draft a Response

Configure the Case Management Agent and the knowledge sources it reads

Build the service dashboards that track first response time, backlog and SLA performance

M8 — Capstone: Design a Working Service Desk

Configure cases, work orders, entitlements and SLA items with the correct actions

Publish the knowledge base and connect it to internal and external search

Set up queues, routing rules and skills based assignment for three support tiers

Build the agent workspace with a session template, inbox views and scripts

Extend the solution with a small custom app, an automated flow and a survey

Sit a timed MB-230 practice paper and score it by the three published domains

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