Continuing my certification journey with the new Role Based Dynamics 365 for Customer Service exam (MB-230). At the time of writing this exam was still in BETA. Although this certificate is more focused on the functional users of Customer Service, it also helps to have some basic knowledge of customization and configuration. Again, this is not the main focus for this certificate but you can refer to my Dynamics 365 Core exam preparation guide for more information on customization and configuration. Also, be sure to check the new learning course on edX: MB-230T01 (Dynamics 365 for Customer Engagement for Customer Service). Thanks to Jukka Niiranen for sharing this on his blog.

As usual, when I’m preparing for an exam, I take a detailed look at the topics covered in content section. They are the baseline used in this blog post. I advice you to create your own trial environment and to actually perform the steps you have learned. Hope it helps you in preparing for the exam.

Skills measured in MB-230

Perform configuration (25-30%)

Configure Service Management settings

Describe process of record creation and update rules

• Set up rules to automatically create or update records 

Configure queues

• Create and manage queues 

Configure holiday schedule

• Create and manage holiday schedules 

Configure customer service schedule

• Create customer service schedule and define the work hours 

Configure user work hours

• (See above)

Configure categories and subjects

• Create and manage categories 
• Define subjects to categorize cases, products, and articles 

Configure cases

• (See above)
• Define parent and child case settings 

Configure customer service security roles

• Manage security roles in service scheduling 

Configure goal management components

• Apply goal management to Microsoft Dynamics 365 for Customer Engagement 

Create routing rules

• Automatically route cases using routing rule sets 

Configure services

• Create or edit a service in Service Scheduling

Configure processes

Configure custom business process flows

• Business process flows overview 

Implement business process flows from Microsoft AppSource

• Add ready-to-use business processes for common scenarios 

Create and configure customer service visualizations

Configure customer service content pack for Power BI

• Intro to organizational content packs in Power BI
• Customer Service Analytics for Dynamics 365

Configure customer service dashboards

• Create or edit dashboards

Design and create customer service charts

• Create or edit a chart

Execute and analyze customer service reports

• Overview of reports
• Run a report

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

Create and manage cases

• Work with cases in Microsoft Dynamics 365 for Customer Service

Create and manage the knowledge base

• Work with Knowledge Management Solutions in Microsoft Dynamics 365 for Customer Service

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

Create and manage queues

• Use Microsoft Dynamics 365 for Customer Service queues to manage case workloads

Create and manage entitlements

• Create and manage entitlements in Microsoft Dynamics 365 for Customer Service

Create and manage SLAs

• Work with and manage Service Level Agreements with Dynamics 365 for Customer Service

Configure Voice of the Customer (15-20%)

Create surveys

• Design Voice of the Customer for Dynamics 365 surveys

Preview, test, and publish surveys

• Manage and drive actions from survey responses with Voice of the Customer for Dynamics 365

Manage survey responses

• Response routing and survey scoring options in Voice of the Customer for Dynamics 365

Good luck!