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

Configure queues

Configure holiday schedule

Configure customer service schedule

Configure user work hours

  • (See above)

Configure categories and subjects

Configure cases

Configure customer service security roles

Configure goal management components

Create routing rules

Configure services

Configure processes

Configure custom business process flows

Implement business process flows from Microsoft AppSource

Create and configure customer service visualizations

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

Create and manage the knowledge base

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

Create and manage queues

Create and manage entitlements

Create and manage SLAs

Configure Voice of the Customer (15-20%)

Create surveys

Preview, test, and publish surveys

Manage survey responses

Good luck!

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