MB-230: Microsoft Dynamics 365 Customer Service Mastery

Create and resolve a basic case in the customer service hub, using an auto-generated case number and case ID while tracking activities through the identify, research, and resolve stages.

Discover the basics of case management in Dynamics 365 customer service. Learn about customer records, cases, activity records, knowledge base articles, and queues to track and resolve customer issues.

Explore the case lifecycle in customer service, covering self assisted support with knowledge bases, case creation and routing, case resolution, and post case engagement for customer satisfaction.

Explore the status attribute of the case table, including default active, resolved, and canceled states and their reasons, with options to resolve, cancel, and add custom status reasons.

Explore the customer service admin center app to customize settings such as case, routing, queues, and article configurations, and manage user access from power apps.

Learn to customize the case resolution form in Dynamics 365, adding a billable time attribute and enabling a customizable dialog to streamline case tracking and service efficiency.

Learn how to create and use queues to organize cases and work items. Route, assign, and monitor cases with high priority queues and the admin center to ensure timely resolution.

Automate case routing by creating and managing routing rules, including a default routing rule, to assign high-priority cases to the high priority queue, then test and enable routing.

Convert a phone call, email, or appointment activity into a case in Dynamics 365 Customer Service, preserving the original conversation in the case timeline.

Learn how subjects categorize cases, build a subject hierarchy in the customer service admin center, and apply product-based categories like smartphones, desktops, and printers.

Create a parent case and child cases for a shared issue in the customer service hub, then configure closure rules to automatically resolve all child cases when the parent closes.

Learn how to merge duplicate cases in Dynamics 365 customer service to consolidate information, reduce duplication, and improve team productivity.

Configure and test a group support mailbox in Dynamics 365 customer service, enable mailbox, verify alerts, and convert received emails into cases for streamlined issue tracking.

Configure automatic record creation rules to convert incoming emails into cases via a support queue, and automate the workflow with Power Automate.

Discover how a knowledge base acts as a centralized repository of articles and FAQs, organized into categories and accessible via web, email, and chat to reduce tickets and boost satisfaction.

Learn how to create knowledge base articles without admin privileges, publish them with translations, and link them to cases to resolve customer issues.

Learn to manage knowledge base article versions by creating major and minor versions, approving changes, and publishing updates to ensure the most up to date information.

Learn to use knowledge article templates in the customer service hub to pre-build structure, save predefined text, and generate new articles quickly from templates.

Convert cases into knowledge articles to share solutions, reduce support workload, and boost customer satisfaction; convert from the case record in the customer service hub and submit for approval.

Explore knowledge article settings in customer service admin center, enable record types for tables such as account, adjust display counts, enable suggestions, and publish articles to the portal with attachments.

Configure external search providers in the customer service admin center to pull knowledge articles from cross-organisational search, SharePoint, and Microsoft Graph Connector, improving search results for agents and customers.

Learn how entitlements allocate support by cases or hours, create and activate entitlements for a customer, and enforce mandatory entitlement selection when saving a case.

Create entitlements based on hours in the admin center, set allotment to hours, track billable time per case, and enforce remaining terms until no terms remain.

Explore entitlement channels in Dynamics 365 Customer Service, assign channel-specific terms, manage and deactivate entitlements, and test how phone limits vs other channels affect case creation.

Learn how service level agreements define customer service standards, including response time and resolution time, and how KPIs and escalation mechanisms measure and enforce SLA performance.

Configure service level agreements (sla) in Dynamics 365 customer service, create priority-based sla items, set resolve-by key performance indicators, activate defaults, and test with Power Automate escalation.

Configure a high-priority service level agreement and use waiting for details to pause the timer, then resume it after collecting information, using master and item level pause settings.

Define holiday schedules and business hours in Microsoft Dynamics 365 Customer Service, create holiday calendars, set work hours and breaks, and bind schedules to improve planning and customer experience.

Link holiday schedules to SLA to pause timers when the customer service team is unavailable. Configure business hours in service terms and test a high-priority case for SLA timing.

Learn how omnichannel unifies chats, email, social media, and voice into a single view, routes to skilled agents, and uses automation and analytics to boost customer satisfaction.

Configure omnichannel for customer service by assigning licenses, enabling channels such as chat, SMS, and social media, and setting up environments, queues, routing rules, and security roles.

Explore the agent interface in omnichannel, handling calls, emails, and chats in one place with real-time notifications, customizable layouts, dashboards, and work item tracking and capacity awareness.

Learn how work streams organize omnichannel customer service with channel setup, routing, and bots. Create a messaging work stream using a chat channel, persistent chat, distribution mode, and fallback queue.

Set up a live chat channel within a work stream to provide real time assistance, log transcripts, and enable faster resolution for higher satisfaction.

Configure social media channels in the omnichannel to manage interactions across platforms like Facebook, Twitter, Instagram, LinkedIn, WeChat, and WhatsApp, enabling unified interface and timely responses.