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Microsoft MB-230 Exam Syllabus Topics:

TopicDetails

Manage cases and Knowledge Management (20-25%)

Create and manage cases- configure cases
- manage case lists
- create and search for case records
- convert activities to cases
- perform case resolution
- implement parent/child cases
- merge cases
- set autonumbering for customer service entities
Configure and automate cases- implement Advanced Similarity rules
- implement record creation and update rules
- implement case routing rules
- customize the Case Resolution form
- configure Status Reason transitions
- configure business process flows- capture customer feedback by using Customer Voice
Implement Knowledge Management- configure the Knowledge Search control
- link an article with a case
- use knowledge management to resolve cases
- manage the knowledge management article lifecycle
- manage Knowledge management articles
- configure entities for Knowledge Management
- manage Knowledge article templates
- implement knowledge search
- enable Relevance Search
- configure categories and subjects
- convert cases to knowledge articles

Manage queues, entitlements, and service-level agreements (SLAs) (15-20%)

Create and manage queues- describe use cases for each queue type
- configure queues
- add cases and activities to queues
- configure entities for queues
- perform queue operations
Create and manage entitlements- configure entitlements
- define and create entitlements- manage entitlement templates
- activate and deactivate entitlements- renew or cancel an entitlement
Create and manage SLAs- define and create service-level agreements (SLAs)
- configure SLA settings
- configure a holiday schedule
- configure a customer service schedule
- implement actions by using Power Automate
- manage cases that are associated with SLAs
- manually apply an SLA
- create and manage SLA items

Implement scheduling (10-15%)

Manage resources- configure business closures
- configure organizational units
- configure resources
- configure work hours
- configure facilities and equipment
Manage services- define services
- schedule a service activity
- configure fulfillment preferences
- create a schedule board
- schedule a service activity by using the schedule board

Implement Omnichannel for Customer Service (30-35%)

Deploy Omnichannel for Customer Service- provision Omnichannel for Customer Service
- define user settings
- configure application setting
- manage queues
- configure skills-based routing
Implement Power Virtual Agents- describe Power Virtual Agents components and concepts
- integrate Power Virtual Agents with Dynamics 365 Customer Service- escalate conversations to a live agent
Manage channels- describe use cases for the Channel Integration Framework
- configure channels
- enable the chat widget on websites
- configure pre-chat surveys
- configure proactive chat
- configure Secure Message Service (SMS)
Distribute work- describe difference between entity routing and channel routing
- configure work streams
- configure entity routing
- configure routing values
- implement context variables
Configure the agent experience- create macros
- define agent scripts
- configure Quick Responses
- configure sessions and applications
- configure notifications
Configure the supervisor experience- configure Omnichannel Insights dashboard
- configure intraday insights
- customize KPIs for intraday insights
- enable sentiment analysis

Manage analytics (10-15%)

Configure Customer Service Insights- describe capabilities and use cases for Customer Service Insights dashboards
- connect to Customer Service Insights- manage workspaces
Create and configure visualizations- configure interactive dashboards
- design and create charts
- design reports by using the Design wizard

Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx

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