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MB-230 Exam Format | MB-230 Course Contents | MB-230 Course Outline | MB-230 Exam Syllabus | MB-230 Exam Objectives

Candidates design and implement service management visualizations and reports provided by and in collaboration with the Solution Architect. Candidates collaborate with the Dynamics 365 administrator to implement and upgrade Power platform components, including knowledge base and Forms Pro.





Candidates 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 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.





Perform configuration (25-30%)


Configure Service Management settings


May include but not limited to:


• describe process of record creation and update rules


• configure queues


• configure holiday schedule


• configure customer service schedule


• configure user work hours


• configure categories and subjects


• configure cases


• configure customer service security roles


• configure goal management components


• create routing rules


• configure services


Configure processes


May include but not limited to:


• configure custom business process flows


• implement business process flows from Microsoft AppSource


Create and configure customer service visualizations


May include but not limited to:


• configure customer service content pack for Power BI


• configure customer service dashboards


• design and create customer service charts


• execute and analyze customer service reports





Manage cases and the knowledge base (30-35%)


Create and manage cases


May include but not limited to:


• manage case list


• create and search for case records


• convert activities to cases


• perform case resolution


• implement case routing rules


• implement parent/child cases


• merge cases


• configure status reason transitions


Create and manage the knowledge base


May include but not limited to:


• configure entities for knowledge management


• link an article with a case


• use the knowledge base to resolve cases


• create and manage knowledge base article lifecycle


• create and manage knowledge base articles


• search for articles





Manage queues, entitlements, and SLAs (25-30%)


Create and manage queues


May include but not limited to:


• differentiate queue types


• add cases and activities to queues


• implement case routing


• configure entities for queues


• configure queue email settings


• configure record creation and update rules


Create and manage entitlements


May include but not limited to:


• define and create entitlements


• manage entitlement templates


• activate and deactivate entitlements


• renew or cancel an entitlement


• assign an entitlement to a case


Create and manage SLAs


May include but not limited to:


• determine SLA conditions


• define and create SLAs


• implement actions and details


• use SLAs on-demand


• manage cases with SLAs


• create and manage SLA items





Configure voice of the customer (15-20%)


Notice of planned skills update: In April 2020, Voice of the Customer skills and exam questions will be replaced with Forms Pro skills and questions. Please prepare for your exam accordingly.


Create surveys


May include but not limited to:


• create a theme and upload images


• add pages to a survey and personalize data


• identify survey question types


• add survey questions


• identify respondent types


• configure response routing


• configure survey scoring


• configure survey unsubscription options


Preview, test, and publish surveys


May include but not limited to:


• distribute survey link using email


• embed a survey in a web page


• clone, import, and translate surveys


Manage survey responses


May include but not limited to:


• summarize survey results


• determine report types


• implement workflow conditional logic for survey actions


• create business actions based upon survey responses

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