A quick study guide to the latest Dynamics for Customer Service exams_

One of the biggest differences I noticed between this new MB-230 exam and the previous, soon-to-be-retired MB2-718 is the removal of material regarding the Unified Service Desk (USD) and the Interactive Service Hub (ISH). Instead, the new exam focuses more on the Case lifecycle, knowledge base, routing, entitlements/SLAs, and surveys. In addition, questions regarding Field Service have also been removed.

Study Tools

  • Dynamics 365 for Customer Service trial instance
  • Microsoft Dynamics 365 User Documentation
  • Microsoft Learning

Customer Service

Case Creation

  • Record creation and update rules can be configured in Settings > Service management
  • Record creation and updates rules require Source Type, Action, Condition
  • Cases can be created manually
  • Cases can be created from activity records
  • A Cases’s related activites is found in the Timeline on the Case form

Case Relationships

  • Can create hierarchy with parent/child cases
  • Max of 100 child cases per parent
  • Only 1 level of hierarchy
  • Can set all attributes inherited from parent to child in Service Management
  • When parent case is closed: (1) None - no effect on parent, (2) Close all child cases when parent is closed, (3) Don’t allow parent case closure until all child cases are closed
  • Can merge 2 or more active cases
  • Can merge up to 10 cases at once
  • When merged, all other cases other than athe primary will be cancelled and the activities will move to the primary case

Case Statuses

  • Statuses can be Active, Reoslved, Canceled
  • Status reasons for Active can be In Progress, On Hold, Waiting for Details, Researching
  • Status reasons for Resolved can be Problem Solved, Information Provided
  • Status reasons for Canceled can be Canceled, Merged
  • Can use case status reason transitions to filter status reason options based on the status
  • Transitions cannot be saved if there is no path to an inactive status

Dashboards and Charts

  • Can be single stream or multi stream
  • OOTB CSH includes Tier 1 multi-stream dashboard
  • OOTB CSH includes Tier 2 single-stream dashboard

Business Process Flows

  • Phone to Case BPF (OOTB) has (1) Identify, (2) Research, (3) Resolve

Queues

  • “Queues” must be checked in entity settings for an entity to use queues
  • Once queues are turned on for an entity, you cannot turn it off
  • There are 3 types of queues (1) public, (2) private, and (3) personal
  • Public queues are viewable to everyone
  • Private queues are available to anyone who is a member
  • Presonal queues are only viewable to an individual user/team
  • Record can be manually routed by selecting “Add to Queue”
  • Record can be automatically routed via routing rules by selecting “Save & Route”
  • Record can be automatically routed upon record creation IF the record was created using automation
  • Routing rules can be set in Settings > Service Management > Routing Rule Sets
  • Routing rules must specify an IF condition and THEN condition
  • Routing rules follow the order in which they are set
  • Routing rules activate a workflow in the background
  • Only one routing rule set can be active at a time
  • When routing to an email, a mailbox record must be set up (and approved and turned on)
  • When a record is routed to a queue, a queue item record is created
  • Removing a queue item from a queue does not delete the record
  • User can release queue items and return them to original queue so someone else can pick it up (e.g. if user takes vacation)
  • Cannot delete queue if it contains a queue item or it is referenced in a routing rule

Entitlements

  • There are five entitlement channels: (1) Phone, (2) Email, (3) Web, (4) Facebook, (5) Twitter
  • Entitlement statuses include Draft, Waiting, Active, Expired, Canceled
  • To renew an entitlement, must cancel it first
  • Entitlement Terms determine total # of cases that can be opened on the entitlmenet
  • Entitlement Channel determines the max # of terms for a specified channel
  • Can make product-specific entitlemenets
  • Can limit which contact is associated with an entitlement
  • Can define a certain SLA to be used with an entitlement (none specified will use default SLA)
  • Can define default entitlement for a customer
  • Create Entitlement Template via Settings > Service Management > Template > Entitlement Templates
  • Templates are not customer specific so cannot define contacts

SLAs

  • Used for KPIs
  • There are two types of (1) Standard and (2) Enhanced
  • Enhanced allows pausing, success actions
  • OOTB KPIs - First Response By, Resolve By
  • SLA record has multiple SLA line items
  • SLA line items require (1) Name, (2) SLA KPI, (3) Applicable When, and (4) Success Criteria
  • Can configure Holiday Schedules via Settings > Service Management > Service Teams
  • Can configure Customer Service Calendar to define working hours via Service Management as well
  • Define a holiday schedule on the customer service calendar
  • Work hours can be (1) Same each day, (2) Vary by day, or (3) 24x7
  • Only entities enabled for SLA can be used (check “Enable for SLA” in entity settings)
  • SLA associated with an entitlement is always applied to the case. If there is none, default SLA is used. If no default, no SLA is used

Knowledge Management

  • Create knowledge articles in the Customer Service Hub with permission
  • Knowledge article has 3 tabs - Contect, Summary, Analytics
  • Knowledge article lifecycle - Draft, Approved/Rejected, Scheduled, Published, Expired
  • Articles in draft must be reviewed to be approved/rejected; can be Marked for review or directly assigned
  • Articles that are reviewed can be given feedback + rating
  • Security roles - Knowledge Article, Knowledge Article Views, Approve Knowledge Articles, Publish Knowledge Articles
  • Revisions can be (1) Major or (2) Minor
  • Can assign Categories to articles
  • Deleting an article version is permanent
  • Can immediately or schedule publish of an article
  • Can set when an article expires
  • Can translate articles to different languages (will create a new record) but original record retains original language
  • Must enable knowledge base search to be used in Settings > Service > Knowledge Base Management
  • Search can be (1) Embedded Knowledge Search or (2) Categories
  • Categories can be used to define hierarchies for the articles
  • Add Knowledge Base Search control to pages via Settings > Customizations > Customize the System
  • OOTB dashboards - My Knowledge Dashboard, Knowledge Manager dashboard

Similarity Rules

  • Use Related section in Similar cases tab
  • Enable relevance search for best results
  • Add similarity rules via Service Management > Advanced Similarity Rules
  • Search will consider attributes in the similarity rule when doing relevance search

Forms Pro

  • Built on Microsoft Forms and powered by O365 and D365, used for surveys
  • Licensed based on # of survey responses per month
  • Can purchase more capacity for responses via Billing > Purchase Services
  • Can automate sending of surveys via Microsoft Flow
  • Enabled by default in tenant but admins can turn it off
  • To create a survey, sign into Forms Pro with O365 credentials > My Forms > New Pro Survey
  • Can apply theme to customize color, add images
  • Can format text - font style, font name, font size
  • Can preview survey on desktop and mobile
  • Can create Branching Rule to ask questions based on a response
  • Branching rule actions - (1) Show, (2) Hide, (3) Toggle, (4) Navigate to
  • Can personalize First/Last name OOTB
  • Can specify personalized placeholds (1) when sending email or (2) configuring a flow
  • By default survey is one page, but you can add sections
  • Can send survey via (1) Email, (2) Microsoft Flow, (3) Embed, (5) Link, (6) QR
  • Can customize audience to (1) anyone with link can respond or (2) only people in my organization
  • Can use Microsoft flow to create survey invitation alternative to Forms Pro (OOTB)
  • Can collaborate on survey or share as template
  • Can see response statistics - # of invitations, # responses, NPS, Sentiment, Latest Insights
  • Can have multiple environments
  • can install the Forms Pro Customizer Satisfaction app to get additional insight

Voice of the Customer (Newer version of exams this is replaced by Forms Pro)

  • Admin can install directly from D365 via Applications
  • Published surveys are stored in Azure (S2S authentication)
  • Supports images, survey/section logo, and color theme
  • Max published surveys = 200
  • Max questions in survey = 250
  • Max questions in survey w/ feedback = 40
  • Recommended max pages in survey = 25
  • Recommended max sections on page in survey = 10
  • Max of 50,000 email invites w/ piped data can be sent within 24 hours
  • Allows enabling of unsubscribe survey where user can update contact preferences
  • Survey feedback can come as either (1) Survey Response - responses stored in survey response tbale, or (2) Feedback - stored in custom entity for the survey
  • Survey part types: short/long answer, rating, single/multiple response, ranking, net promoter score, customer effort score, ratings, upload file
  • RESPONSE MAPPING allows user to map a response to a question to skip sets of questions or other actions; must include (1) Conditions, (2) Actions, and (3) optionally defining the order
  • Responses can map to (1) Client actions or (2) Server actions
  • Can PIPE data into questions to personalize survey
  • Can LINK survey questions to ask a different set of questions based on the response to a question
  • Can use ANSWER TAGS to dynamically populate text from a previous question
  • Can set up survey for SCORING in the Responses section on the Survey tab
  • Can set survey scoring to (1) Create Alert Task, (2) Alert Lower Target, (3) Calculate Score, or (4) Auto Send Email Responses
  • Can set up question scoring for (1) rating, (2) single-response, and (3) grouped questions
  • Scores are stored and calculated in survey response table by default
  • Distribute survey (1) anonymously, (2) non-anonymously, or (3) through an iframe on another webpage
  • Leads can be auto-created when surveys are distributed anonymously via OOTB workflow
  • If you delete a survey, all dependent entities are deleted too (e.g. feedback)
  • All survey responses must be deleted to delete the survey

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