MB-230: Microsoft Dynamics 365 Customer Service – Scheduling Config / Setup

I am currently revising for the MB-230 exam. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. As I revise I plan to publish blog posts that collectively will become a complete revision guide for anyone embarking on the same journey as me. In this post I will cover some of the concepts of setup needed before you can schedule your resources and services.

Omnichannel for Customer Service – Routing Diagnostics

I have recently started using Microsoft’s “Omnichannel Admin Center” app to configure Dynamics 365 Omnichannel for Customer Service. This replaces our previous app to administer Omnichannel for Customer Service. The new app contains many features connected with Unified Routing. Some I am still experimenting with! But one feature I have already used to great effect is the new routing diagnostics option. I will explain how in this post.