MB-230 practice test

Record creation and update rules, the case resolution experience, security roles and the timeline control with its records, card forms and highlights, knowledge management with internal search, knowledge-enabled tables, translated articles, external sources and Copilot-led article creation, collaboration through Teams chat, calls and suggested contacts, the Copilot features: Ask a Question with content filtering, case, timeline and conversation summaries, Draft a Response, the Case Management Agent and agent integration with plug-ins and knowledge sources, and service level agreements: settings, items, KPIs, warning and success actions, applicability, Power Automate actions and the timer control.

Unified routing: workstreams, user settings, capacity profiles, work classification and assignment rules, basic routing rulesets, skills-based routing and skill finder models, queues and routing for records, productivity tools including agent scripts with their slugs and macros, and the Copilot Service workspace: session templates, experience profiles, the Inbox with custom views, and application tab templates.

The data model and interface underneath the app: creating and configuring forms, views and columns, model-driven app components, alerts and in-app notifications, creating and modifying tables, configuring relationships, Dataverse search, email templates, and capturing feedback with Customer Voice: triggering distribution, personalising a survey and populating results against cases and conversations.