Microsoft: Dynamics 365 Customer Service Functional Consultant (MB-230)

Manage cases and Knowledge Management (15–20%)
Create and manage cases
Configure cases

Manage cases

Create and search for case records

Convert activities to cases

Perform case resolution

Manage parent/child cases

Merge cases

Set autonumbering for customer service entities

Define and configure foundational Customer Service components
Implement Advanced Similarity rules

Implement record creation and update rules

Configure and modify the Case Resolution dialogue

Configure Status Reason transitions

Configure business process flows

Configure categories and subjects

Configure document management

Configure basic and enhanced Teams integration

Configure security roles

Describe the Customer Service app interfaces

Create and administer Knowledge Management
Configure internal Knowledge Search capabilities

Resolve cases by using Knowledge articles

Manage the Knowledge article lifecycle

Manage Knowledge article content and templates

Configure tables for Knowledge Management

Translate Knowledge articles

Manage Knowledge article feedback

Integrate and search external Knowledge sources

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 Score and Net Promoter Score

Manage entitlements and SLAs (1–5%)
Create and manage entitlements
Configure and apply entitlements

Define and create entitlements including products, channels, contacts, allocations, and SLAs

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

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

Enable tables for enhanced SLAs

Implement scheduling (10–15%)
Configure service scheduling
Define business closures

Configure resources

Configure work hours

Configure facilities and equipment

Configure resource categories and characteristics

Configure resource groups

Configure sites

Define services

Configure fulfillment preferences

Implement schedule boards
Identify features and uses for Booking Requirements view

Schedule service activities

Reassign and reschedule service activities

Manage schedule boards
Describe use cases for multiple schedule boards

Configure schedule boards

Customize schedule boards

Implement Universal Resource Scheduling (URS)
Describe use cases for URS

Describe the role of resource requirements in scheduling

Enable scheduling for a table

Manage the work hours calendar for requirements

Implement multi-session experiences for Customer Service (30–35%)
Deploy Omnichannel for Customer Service
Configure workstreams

Implement security roles for omnichannel

Configure user settings

Manage channels
Configure a chat widget

Configure pre-chat surveys

Configure proactive chat

Configure the voice channel

Configure the chat channel

Configure the record-based channel

Configure agent productivity tools
Configure quick replies

Configure agent scripts

Create macros

Enable the productivity pane

Configure agent workspaces
Configure notifications

Configure session templates

Create agent experience profiles

Configure the Agent Inbox

Configure application tabs

Configure agent productivity AI capabilities
Enable AI suggestions for similar cases

Enable AI-suggested descriptions and keywords

Enable Smart Assist

Configure real-time customer sentiment

Configure AI suggestions for contacts in Microsoft Teams

Manage analytics, visualizations, and insights (10–15%)
Configure insights
Configure historical analytics

Configure topic clustering

Configure Knowledge search analytics

Create and configure visualizations and reports
Configure single-stream and multi-stream interactive dashboards

Design and create customer service charts

Personalize native Power BI reports

Configure Omnichannel Insights
Configure the Omnichannel Insights dashboard

Configure intraday insights

Customize KPIs for intraday insights

Enable sentiment analysis

Implement Microsoft Power Platform (5–10%)
Configure model-driven apps
Create and configure forms

Create and configure views

Configure site maps

Create and configure columns

Configure Microsoft Excel and Word templates

Configure alerts and in-app notifications

Describe Microsoft Dataverse security concepts

Configure column mappings on table relationships

Create custom apps
Create task-specific canvas apps and custom pages

Embed apps in Dynamics 365 Customer Service

Create Microsoft Power Pages websites

Implement Power Virtual Agents for Customer Service
Describe Power Virtual Agents components and concepts

Integrate Power Virtual Agents with Dynamics 365 Customer Service

Create and manage bots including chat and voice

Implement Power Virtual Agents as a post-call survey

Implement Connected Customer Service (1–5%)
Describe Connected Customer Service
Describe IoT components

Identify use cases for Connected Customer Service

Describe security roles for Connected Customer Service

Create and manage IoT devices
Manage IoT devices

Interact with IoT devices

Associate devices with customer accounts

Categorize devices

Implement routing (10–15%)
Configure routing
Configure work classification and assignments including rules

Configure user attributes including capacity profiles

Implement Basic Case Routing rules

Configure Routing Rulesets

Describe unified routing options

Configure skills-based routing and Skills Finder

Configure diagnostics

Create and manage queues
Differentiate queue types

Configure queues

Add records to queues

Configure tables for queues

Perform queue operations including pick, release, remove, and delete operations