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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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Privileged consumer debts are excessive value objectives for attackers and malicious insiders because they deliver broad and deep access to essential organisational resources.

however many executives are not equipped to oversee provider suppliers or consultants. protection administrators who can adequately at ease organisational credentials are also tough to return via.

β€œThe attackers recognize privileged access credentials are probably the most helpful, from endpoint gadgets to enterprise clients, and the corporations they work with comprehend the attackers be aware of that. however the purposeful administration and management of the credentials and the policies round them, the operational activities linked to securing credentials are the place a lot of groups are challenged,” says Craig Harwood, Regional Director, center East and Africa at CyberArk.

β€œThat’s why they created the Privileged access management (PAM) Boot Camp, to help them take a fast, deep dive into the fundamentals in an effort to be sure they get it correct and retain their firms secure.”

The PAM Boot Camp includes 4 30-minute virtual practicing classes that are freed from charge and attainable on-demand upon registration. The classes are: PAM 101, Introduction to PAM as a carrier, cozy privilege for cloud environments, and securing privilege on endpoints.

The 4 sessions aid americans be aware the three vital features of PAM, the back-conclusion architecture, share use instances, how to plan, installation and scale their security, what the surest practices are when it comes to equipment, and how to fight credential theft attacks while conserving privileged access via endpoints.

It includes securing the credentials of employees who entry DevOps equipment and cloud administration consoles. It also showcases purposeful how you can do least privilege entry on both windows and Mac.

CyberArk is the handiest safety business laser-concentrated on fabulous down centered cyber threats, those that make their approach internal to attack the coronary heart of the business.

committed to stopping assaults earlier than they cease business, CyberArk is relied on via the realm’s main businesses β€” together with more than 50% of the Fortune 500 β€” to provide protection to their highest-value counsel property, infrastructure, and functions.

Its valued clientele hail from the banking and coverage, prescription drugs, power, manufacturing, and telecoms industries.Β Its solutions have gained a large number of awards from Gartner, Forrester, and many different firms.

americans who take part in the PAM Boot Camp will benefit a transparent realizing of how to maintain their organizations’ user, equipment, carrier, and endpoint credentials safe from attackers.

β€œfirms recognize they ought to be answerable for cyber protection, but the problem is always finding people with the appropriate skills to do it properly, or guaranteeing their body of workers be mindful what's required to be able to supply oversight of carrier suppliers,” says Harwood. β€œThis Boot Camp equips them to do both in a condensed time body.”

this article was published in partnership with CyberArk.


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