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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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MB-230 test Format | MB-230 Course Contents | MB-230 Course Outline | MB-230 test Syllabus | MB-230 test Objectives


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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Microsoft outline

Programming language TypeScript 4.1 beta: These are the brand new features, says Microsoft | MB-230 test Questions and PDF Download

Microsoft's open-supply TypeScript crew has issued the primary beta of TypeScript 4.1, bringing new aspects, new checking flags, and editor productivity improvements.

TypeScript, a superset of JavaScript, introduces types to explain the shape of an object. It offers JavaScript builders an 'erasable class equipment'Β that gets rid of all of the types at bring together time and returns it to JavaScript for run time. it be develop into a popular language for building apps for the browser.Β 

TypeScript 4.1 introduces the template literal string type, which uses the same syntax as JavaScript's template literal strings but used in class positions. Β  Β 

SEE: virtual hiring counsel for job seekers and recruiters (free PDF) (TechRepublic)

"String literal varieties in TypeScript enable us to mannequin capabilities and APIs that are expecting a collection of specific strings,"Β explains Daniel Rosenwasser, a software supervisor on the TypeScript group.Β 

"here is relatively nice because string literal kinds can in fact spell-investigate their string values."

The template additionally acts as a constructing block for constructing different string literal forms.Β 

The beta brings key remapping in mapped forms, permitting clients to remap keys in mapped kinds with a brand new 'as' clause with the intention to use template literal types to create property names in keeping with historic ones.Β 

TypeScript four.1 permits for recursive conditional forms, too. Now conditional varieties can reference themselves within their branches, making it less demanding to put in writing recursive classification aliases.Β 

Rosenwasser notes recursive types are powerful, but should still be used sparingly as a result of they may also be computationally intensive and may cause assemble-time blunders.Β 

TypeScript four.1 also supports fb's new React 17 JavaScript library's manufacturing unit capabilities jsx and jsxs via two new alternate options for the jsx compiler alternatives, react-jsx and react-jsxdev. Β 

SEE: Microsoft's TypeScript four.0 programming language arrives: or not it's a huge milestone

ultimately, the JSDoc tag @see now has greater help in code editors like VS Code for TypeScript and JavaScript.

users can access the beta on NuGet, or use npm to installation it.Β 

at the unencumber of TypeScript 4.0 in August, Typescript's co-creator Anders Hejlsberg advised ZDNet that the leading alterations in TypeScript during the last two years have focused on improving the event with editors like Microsoft's VS Code, greater error messages and better refactoring.Β 

extra on Microsoft's TypeScript programming language

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