Mb 230
MB-230
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Real Questions
1
Manage Cases in Customer Service 53%
1.1
Define and Configure Foundational Customer Service Components
4 subtopics1.1.1Record Creation and Update Rules
1.1.2Case Resolution Experience
1.1.3Security Roles Configuration
1.1.4Timeline Control Configuration
Learning Objectives
- Implement and monitor record creation and update rules
- Configure and modify case resolution experience
- Configure and manage security roles
- Configure timeline control including records, card forms, and highlights
1.2
Create and Administer Knowledge Management
5 subtopics1.2.1Internal Knowledge Search
1.2.2Knowledge Management Tables
1.2.3Translated Knowledge Articles
1.2.4External Knowledge Sources
1.2.5AI Suggestions and Copilot Knowledge Creation
Learning Objectives
- Configure internal knowledge search capabilities
- Configure tables for knowledge management
- Manage translated knowledge articles
- Integrate and search external knowledge sources
- Configure AI suggestions and Copilot-led knowledge article creation
1.3
Manage Collaboration
4 subtopics1.3.1Microsoft Teams Chat Integration
1.3.2Join a Teams Call
1.3.3Suggested Contacts in Teams
1.3.4Teams Collaboration Experience
Learning Objectives
- Configure Microsoft Teams chat
- Configure Join a Teams call for specific users
- Configure suggested contacts in Teams using AI and rules-based methods
- Configure Teams collaboration experience
1.4
Manage Agents and Copilot in Service Features
5 subtopics1.4.1Ask a Question with Content Filtering
1.4.2Case, Timeline, and Conversation Summaries
1.4.3Draft a Response Feature
1.4.4Case Management Agent
1.4.5Agent Integration with Customer Service
Learning Objectives
- Configure Ask a Question with content filtering
- Configure case, timeline, and conversation summaries
- Configure Draft a Response
- Configure Case Management Agent
- Integrate agents with Customer Service including plug-ins and knowledge sources
1.5
Create and Manage SLAs for Cases
5 subtopics1.5.1SLA Settings Configuration
1.5.2Power Automate Actions for SLAs
1.5.3SLA Application
1.5.4SLA Items and KPIs
1.5.5Timer Control and SLA KPIs
Learning Objectives
- Configure SLA settings
- Implement actions using Power Automate
- Apply SLAs to cases
- Create and manage SLA items including KPIs, warning/success actions, and applicability
- Configure timer control on forms
- Create SLA KPIs
Domain Hands-on Skills
Implementing record creation and update rulesConfiguring knowledge management systemsSetting up Microsoft Teams integrationConfiguring Copilot featuresCreating and managing SLAsConfiguring security roles and permissions
Common Mistakes to Avoid
- Not properly configuring security roles for knowledge management
- Incorrectly setting up SLA applicability rules
- Forgetting to enable necessary Copilot features
- Misconfiguring Teams integration settings
2
Configure Representative Experience and Routing 27%
3