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Microsoft MB-230 : Microsoft Dynamics 365 for Customer Service Exam

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Test Number : MB-230
Test Name : Microsoft Dynamics 365 for Customer Service
Vendor Name : Microsoft
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Candidates design and implement service management visualizations and reports provided by and in collaboration with the Solution Architect. Candidates collaborate with the Dynamics 365 administrator to implement and upgrade Power platform components, including knowledge base and Forms Pro.

Candidates must have strong applied knowledge meeting user needs through the Dynamics 365 Customer Service, including in-depth understanding of cases, knowledge base, queues, entitlements, Service Level Agreements (SLAs), visualizations, and Unified Service Desk.

Candidates should understand industry terminology, priorities, standards, methodologies, customer service operations, and best practices. Candidates should include a comprehensive understanding of the Customer Service application's role in relationship to the Dynamics 365 suite of applications along with a basic understanding of the solution architecture and quality assurance.

Perform configuration (25-30%)
Configure Service Management settings
May include but not limited to:
• describe process of record creation and update rules
• configure queues
• configure holiday schedule
• configure customer service schedule
• configure user work hours
• configure categories and subjects
• configure cases
• configure customer service security roles
• configure goal management components
• create routing rules
• configure services
Configure processes
May include but not limited to:
• configure custom business process flows
• implement business process flows from Microsoft AppSource
Create and configure customer service visualizations
May include but not limited to:
• configure customer service content pack for Power BI
• configure customer service dashboards
• design and create customer service charts
• execute and analyze customer service reports

Manage cases and the knowledge base (30-35%)
Create and manage cases
May include but not limited to:
• manage case list
• create and search for case records
• convert activities to cases
• perform case resolution
• implement case routing rules
• implement parent/child cases
• merge cases
• configure status reason transitions
Create and manage the knowledge base
May include but not limited to:
• configure entities for knowledge management
• link an article with a case
• use the knowledge base to resolve cases
• create and manage knowledge base article lifecycle
• create and manage knowledge base articles
• search for articles

Manage queues, entitlements, and SLAs (25-30%)
Create and manage queues
May include but not limited to:
• differentiate queue types
• add cases and activities to queues
• implement case routing
• configure entities for queues
• configure queue email settings
• configure record creation and update rules
Create and manage entitlements
May include but not limited to:
• define and create entitlements
• manage entitlement templates
• activate and deactivate entitlements
• renew or cancel an entitlement
• assign an entitlement to a case
Create and manage SLAs
May include but not limited to:
• determine SLA conditions
• define and create SLAs
• implement actions and details
• use SLAs on-demand
• manage cases with SLAs
• create and manage SLA items

Configure voice of the customer (15-20%)
Notice of planned skills update: In April 2020, Voice of the Customer skills and test questions will be replaced with Forms Pro skills and questions. Please prepare for your test accordingly.
Create surveys
May include but not limited to:
• create a theme and upload images
• add pages to a survey and personalize data
• identify survey question types
• add survey questions
• identify respondent types
• configure response routing
• configure survey scoring
• configure survey unsubscription options
Preview, test, and publish surveys
May include but not limited to:
• distribute survey link using email
• embed a survey in a web page
• clone, import, and translate surveys
Manage survey responses
May include but not limited to:
• summarize survey results
• determine report types
• implement workflow conditional logic for survey actions
• create business actions based upon survey responses



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5 tricks each Professor may still know about the usage of Microsoft teams right through lectures | MB-230 braindumps and Dumps

on-line instructing structures have emerged strongly in the 12 months 2020 and they'll continue to upward push in terms of popularity and use. they are steadily switching to e-platforms for conducting faraway gaining knowledge of programs, and one of the most everyday structures today is Microsoft groups. it's competing with different platforms akin to Zoom and Google school room, however I individually discover it most advantageous in lots of ways. From a simple, handy to take into account interface to a multi-functional ambiance for conducting classes, Microsoft teams, also known as MS teams, is hands down appropriate-notch.

Like each different platform obtainable, it has its personal giveaways which make it easier for academics to conduct classes on-line. Professors in universities across the globe were experimenting with quite a lot of points of the platform to make courses attractive. while there are lots of things you can do on MS groups, there are just a few things you have to definitely learn about so that you could make your experience improved.

listed below are 5 counsel and tricks that can make MS teams a far better researching platform for you and your college students.

  • Use the WhiteboardThere is nothing like school room teaching. The actual presence of a class often affects the pleasant of the lecture delivered, and a lot of professors choose to train that manner. while due to the fact that the boundaries of social interactions on e-researching structures, MS teams has nevertheless managed to contain the whiteboard for teachers to make use of. which you can effortlessly click on the proportion button whereas taking a category, and an choice to choose the whiteboard will seem on the reveal. that you could use the whiteboard to increase an area for you and your college students to have interaction. for instance, which you can invite a pupil to be a part of and clear up an arithmetic issue on the board very a whole lot like you might have finished in a classroom surroundings.
  • Make college students AttendeeOne of the typical complaints from professors is the nuisance that a number of students create all through virtual learning. These students would mute or get rid of different college students and check out to disturb the category in every opposite direction. observe that you should put off these complications by way of making all your students attendees, which means they cannot mute other college students or remove them from the platform. you can mute them every time you desire as neatly.
  • background EffectsThis is a favorite characteristic of mine because it allows you to make the entire unnecessary additions on your heritage disappear. whereas conducting the meeting, make sure to choose the three dots close to the proportion option and therein you will discover the choice to opt for your heritage. which you could both blur your heritage particulars or readily opt for default pictures on groups. there's additionally an alternative to add your personal backgrounds. whatever thing you choose, keep it fundamental.
  • down load the Attendance of the participantsTaking attendance of scholars all the way through an online type may well be a hassle. students who didn't attend the classification may provide excuses that they did but weren’t able to reply. Or, that they joined the category but couldn’t stay back because of terrible connectivity. if you're the usage of MS teams, there is a function that may aid you assess these claims. in the event you are conducting a category, which you could see the checklist of all the contributors on the appropriate side of the window. seem to be above the listing and you shall see a dropdown arrow, which virtually is the down load choice. click on it and the attendance sheet should be downloaded. That sheet takes under consideration the time when a pupil had joined and left the session.
  • Make Channels to comfortably EngagementsEvery group in MS teams is very nearly a gaggle of many people, and within that crew, you can make channels to soak up certain projects. In simple phrases, a channel is a sub-category of a team.consider you require task title submissions from college students but the main group is a prevalent channel and there is so a whole lot activity happening that it can be complex to trace assignment title submissions. What do you do? You create a separate channel within the group titled, say, project title, and ask your college students to use that channel for the submission of the title. you could additionally make channels for a extremely selected number of students. as an example, you can also need rope in a couple of college students in your type for an adventure. Create a separate channel for the experience and permit its access to those college students simplest.
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