Microsoft MB-230 Exam Syllabus & Study Guide

At Certs4Success, we provide the most accurate and up-to-date preparation materials for the Microsoft MB-230 Exam. Our content is professionally designed to help you master all the essential topics required to pass the Microsoft MB-230 Exam with confidence and advance your career as a Microsoft Dynamics 365 Customer Service Functional Consultant. If you are planning to clear the Microsoft MB-230 Exam, this detailed syllabus will guide you through all the important domains you need to focus on.

All Exam Topics of Microsoft MB-230 Exam

Topic 1: Customer Service Setup & Configuration

Service Overview: Understanding core capabilities of Microsoft Dynamics 365 Customer Service.
System Configuration: Setting up service parameters, case settings, and organizational units.
User Roles: Configuring security roles, teams, and business units.
Service Settings: Managing email, SLA, and knowledge base configurations.

Topic 2: Case Management

Case Lifecycle: Creating, routing, resolving, and closing customer cases.
Case Routing: Using routing rules and queues for efficient case handling.
Case Relationships: Linking related cases and tracking dependencies.
Entitlements: Managing service entitlements and customer agreements.

Topic 3: Knowledge Management

Knowledge Articles: Creating and managing knowledge base content.
Article Lifecycle: Drafting, publishing, and retiring knowledge articles.
Search Optimization: Improving search relevance for agents and customers.
Content Governance: Managing approvals and content quality control.

Topic 4: Service Level Agreements (SLA)

SLA Configuration: Defining service level targets and metrics.
SLA KPIs: Tracking response time and resolution time goals.
SLA Failure Management: Configuring alerts and escalation rules.
Timer Controls: Monitoring SLA progress in real time.

Topic 5: Queues & Routing

Queue Management: Organizing cases and workloads across teams.
Routing Rules: Automating case assignment based on conditions.
Omnichannel Routing: Distributing work across multiple channels.
Work Distribution: Balancing workloads among agents.

Topic 6: Customer Service Scheduling

Scheduling Capabilities: Managing service appointments and bookings.
Resource Allocation: Assigning agents based on skills and availability.
Calendar Management: Handling service calendars and availability.
Appointment Booking: Scheduling customer interactions efficiently.

Topic 7: Omnichannel Engagement

Channel Integration: Supporting chat, email, phone, and social channels.
Live Chat: Managing real-time customer interactions.
Chatbots: Configuring automated virtual agents for support.
Conversation Routing: Directing conversations to appropriate agents.

Topic 8: Analytics & Reporting

Customer Insights: Tracking customer satisfaction and service KPIs.
Power BI Dashboards: Creating visual reports for service performance.
Case Analytics: Monitoring case resolution trends.
Agent Performance: Evaluating productivity and efficiency.

Topic 9: Automation & Productivity Tools

Business Rules: Automating form behavior and case processes.
Power Automate: Creating workflows for service automation.
Macros & Scripts: Enhancing agent productivity.
AI Suggestions: Using AI-driven recommendations for case resolution.

Topic 10: Integration & Extensibility

Dataverse Integration: Managing data across Microsoft ecosystem.
Third-Party Integration: Connecting external systems with Customer Service.
APIs & Customization: Extending functionality using plugins and APIs.
Security & Compliance: Ensuring secure data handling and governance.

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