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Microsoft MB-230 : Microsoft Dynamics 365 for Customer Service exam Dumps

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Latest 2023 Updated Microsoft Microsoft Dynamics 365 for Customer Service Syllabus
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Exam Number : MB-230
Exam Name : Microsoft Dynamics 365 for Customer Service
Vendor Name : Microsoft
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MB-230 exam Format | MB-230 Course Contents | MB-230 Course Outline | MB-230 exam Syllabus | MB-230 exam 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 exam questions will be replaced with Forms Pro skills and questions. Please prepare for your exam 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, Aptos Labs Partner To Explore 'Asset Tokenization, Payments And Central Bank Digital Currencies'

  • Aptos announced it partnership with Microsoft this week
  • Both companies agreed to look into the development of innovative solutions
  • The Aptos token saw a double-digit price surge of 15% and traded at $7.70 following the news
  • Tech giant Microsoft and Aptos Lab, developers of a layer 1 blockchain started by former Facebook employees, have collaborated to "drive Web3 into the mainstream" and revealed that the partnership is also centered on exploring "innovative solutions, such as asset tokenization, payments and Central Bank Digital Currencies (CBDCs)."

    Aptos is leveraging Microsoft's infrastructure to launch new offerings that combine blockchain and AI technology, along with a new chatbot dubbed Aptos Assistant.

    Aside from that, both companies have agreed to look into the development of innovative solutions, including asset tokenization, payments and CBDC, which "will further advance the adoption of Web3 from financial services enterprises."

    In the press release, Aptos claimed that its world-class engineers "have solved some of the hardest problems in blockchain at an immense scale with security" and that "by combining talent and technology, this partnership underscores Microsoft's and Aptos' shared commitment to decentralization."

    Rachel Lin, CEO and co-founder of the next-generation Web 3.0 decentralized derivatives' infrastructure SynFutures, told International Business Times that the collaboration is a promising indicator of the increasing role of blockchain tech in the enterprise solutions industry.

    "The news of Aptos Labs partnering with tech behemoth Microsoft marks yet another nod towards the growing significance of blockchain technology in the world of enterprise solutions," Lin, who is a veteran of both the TradFi and CeFi markets, said.

    "On the positive, the very fact that a Fortune 100 giant like Microsoft is continuing to lean into the blockchain sphere serves as a notable testament to the promise that these decentralized solutions offer. Such initiatives indicate that blockchain's allure isn't limited merely to the web3 ecosystem; traditional industries outside this realm are also captivated by its untapped potential. They foresee a future where blockchain's transformative impact resonates across a plethora of verticals, altering business paradigms and creating new avenues of value," the SynFutures CEO and co-founder explained.

    "However, if they delve a bit deeper into the specifics of the arrangement, the essence of this "partnership" becomes clearer. At its core, this initiative seems more about Aptos Labs integrating Microsoft's AI prowess into its nascent AI assistant," she told IBT, noting that "while this integration will undoubtedly add a layer of sophistication to Aptos' offering, terming it as a symbiotic partnership might be somewhat of an overstatement. The dynamics lean more towards Aptos leveraging Microsoft's well-established AI infrastructure rather than a genuine two-way collaboration."

    Lin said that "the announcement also tantalizingly hints at both entities exploring innovative Web3 use cases, like asset tokenization and Central Bank Digital Currencies (CBDCs)," underlining that "while this sounds promising, it's crucial to differentiate between exploratory dialogues and concrete action plans."

    However, Lin also cautioned the public to temper expectations, highlighting that "in the ever-evolving web3 arena, many partnerships, especially those involving Fortune 500 mainstays, have often promised the moon but fallen short in delivery. Such broad proclamations, devoid of tangible details, run the risk of being seen as mere marketing gimmicks. Thus, while the intent is commendable, the industry would eagerly await concrete steps that move beyond the exploratory phase."

    She further said, "While the Aptos Labs-Microsoft alignment heralds positive tidings for the blockchain community, it's pivotal to approach such announcements with a discerning eye. As with all innovations, the real litmus test lies not in intentions but implementations."

    Daniel A. Strele Ramonis, the visionary founder and CEO of pioneering neobank Renegade, is also optimistic about the collaboration between Microsoft and Aptos Lab.

    "The news of Microsoft and Aptos venturing into the exploration of digital payments and Central Bank Digital Currencies (CBDCs) is a significant development in the financial technology landscape and definitely one to watch," Ramonis told IBT.

    "By marrying AI and Blockchain technology, this collaboration underscores the growing recognition of the transformative potential that digital currencies hold in reshaping the way financial transactions are conducted," he said.

    Ramonis, who has a profound grasp of emerging technologies, particularly within the realms of cryptocurrency and blockchain, believes that "the collaborative efforts of companies like Microsoft and Aptos in exploring digital payments and CBDCs reflect the industry's dedication to shaping a more efficient, secure, and inclusive financial future. It's imperative for these developments in the space to take a forward-thinking approach, address key challenges, and leverage opportunities to create a robust and user-centric financial ecosystem."

    He added, "Our vision at Renegade follows a similar suit, in which they aim to create a robust and user-centric financial ecosystem that is inclusive and accessible for both day-to-day spenders and crypto enthusiasts. All in all, this journey towards digital transformation underscores the collective responsibility of companies, regulators, and innovators in shaping the future of finance."

    Aharon Miller, the co-founder & COO of the blockchain and cryptocurrency payment app Oobit, is hopeful that the collaboration could pave the way for favorable regulations in the crypto industry.

    "Microsoft is a well-respected company with a strong track record of compliance. Its endorsement of digital payment and CBDC could help to convince regulators that stablecoins are a legitimate financial instrument. This could lead to more favorable regulation of stablecoins, which could further boost their adoption," the Oobit COO told IBT.

    "In addition, Microsoft has a large user base. If Microsoft were to integrate stablecoins into its products and services, it would expose stablecoins to a large number of new potential users. It is a sign that the mainstream financial world is innovating with the tools they have now to Boost their financial system is performed," he added.

    The Aptos token (APT) saw a double-digit price surge of 15% and traded at $7.70 following the news. However, as of 5:36 a.m. ET on Friday, APT was trading down at $7.04 with a 24-hour trading volume down by 64.75% at $271,428,790, representing a 3.88% decrease in the last 24 hours and a 4.50% gain over the past seven days.

    Based on the latest data from CoinMarketCap, APT's total circulating supply stands at 220,163,361 APT, with its value down by 3.68% at a $1,552,530,781 market cap.

    Interest Rate Jitters Sink the Heavyweights of Tech

    Market whiplash

    In the span of a month, the bottom has dropped out of the bull-market rally as investors have come to grips with the prospect of “higher for longer” interest rates worldwide. The sell-off in global stocks and bonds picked up steam on Thursday. And weary market watchers will be looking for more hints on the Fed’s view at next week’s Jackson Hole summit of central bankers and policymakers.

    Technology stocks have been hit particularly hard. The high-flying FANG+ Index — which comprises the largest tech stocks by market capitalization, including Apple, Nvidia, Tesla and Meta — fell into correction territory on Thursday. The group of Nasdaq heavyweights is down nearly 11 percent since July 18.

    High-growth tech stocks tend to be sensitive to rising interest rates and bond yields. They rallied earlier in the year on investors’ belief that the Fed was pivoting to a more dovish rates policy, which could inspire a rebound in tech spending. (Investors’ voracious appetite for stocks that could benefit from the boom in artificial intelligence also fueled the tech rally.)

    Just a month ago, Wall Street was hailing the so-called “magnificent seven” for driving the gains this year in the S&P 500. As MarketWatch notes, four of the seven (Apple, Nvidia, Meta, and Microsoft) have fallen at least 10 percent from their highs in July. Tesla, the worst of the bunch, has tumbled more than 25 percent in that period, putting it in bear territory.

    Rising bond yields have investors on edge. On Thursday, alarm bells sounded on both sides of the Atlantic as investors sold government bonds en masse, sending yields to multiyear highs. The 10-year Treasury note climbed to a height it last hit in the early days of the global financial crisis in 2008.

    This sentiment trickled down to stocks and crypto. Bitcoin and Ethereum, the largest cryptocurrencies, plunged overnight, with Bitcoin sinking to a two-month low below $26,500. The Wall Street Journal’s report that SpaceX, Elon Musk’s rocket company, wrote down the value of its Bitcoin stake over the past two years and sold some of it hasn’t improved sentiment around the highly volatile asset class.

    China’s woes are also weighing on global markets. The Hang Seng Index in Hong Kong fell into a bear market on Friday as investors pulled back on Chinese stocks with the economy slowing and a property-market crisis brewing. Also on Friday, analysts at Nomura were the latest to lower their forecast for China’s growth. Adding to the jitters, the renminbi hit a 16-year low against the dollar on Friday, prompting emergency moves to prop up the currency. That did little to soothe investors’ nerves.


    The Chinese property giant Evergrande files for bankruptcy in the United States. The company defaulted on its bonds in 2021, spurring a crisis across a sector that is a crucial driver of Chinese growth, and is pursuing a restructuring agreement with creditors. Country Garden, another developer, missed international debt payments this month amid a wider economic slowdown in China.

    Instacart is reportedly planning an I.P.O. as early as next month. The country’s largest online grocery delivery company is pursuing a traditional listing on Nasdaq after considering a direct listing, according to Bloomberg. Separately, Arm, the chip designer owned by SoftBank, has lined up 28 banks to underwrite an I.P.O. that could be the biggest this year, Bloomberg reported.

    Mortgage rates hit a 21-year high. The lending giant Freddie Mac said on Thursday that the average rate on a 30-year mortgage, the most common home loan in America, surpassed 7 percent this week; a year ago it was at 5.19 percent. Ballooning rates for financing and a tight supply of homes are pricing an increasing number of Americans out of the housing market.

    The Southwest braces for Hurricane Hilary. The Category 4 storm is expected to make landfall in Baja California on Saturday and then head inland over the Mexican border into California, where it will weaken to a tropical storm. A flood watch has been issued for Los Angeles and Ventura counties.

    A full-metal fight

    A cornerstone of President Biden’s effort to counter China is to secure access to the commodities critical to supply-chain security. An emerging bidding war for U.S. Steel could test that ambition in a sector dominated by Chinese rivals.

    But a brewing geopolitical fight on the other side of the world could have even longer-term consequences for the economy and the Biden administration’s plans to power an energy transition.

    Cleveland-Cliffs started the bidding for U.S. Steel with a $10 billion offer. A successful bid would add to consolidation of a U.S. industry that has dwindled to four major companies: Cleveland-Cliffs, U.S. Steel, Nucor and Steel Dynamics. China is the world’s biggest producer by far, accounting for about half of global production; the United States ranks fourth.

    U.S. Steel publicly rejected the initial offer. The company called the Cleveland-Cliffs terms “unreasonable” and announced a formal review process. The United Steelworkers supported Cleveland-Cliffs’ bid, but manufacturers worry that more consolidation would give steel makers outsized power to raise prices and squeeze customers.

    Another major metals fight worth watching is unfolding in Indonesia. The country has the world’s biggest reserves of nickel, a mineral used in electric vehicle batteries — and a key material in the green economy. The Biden administration has offered billions of dollars in subsidies to spur EV manufacturing, and the energy transition is a crucial aspect of the Inflation Reduction Act.

    But Indonesia’s nickel industry relies on Chinese companies for investment and technology. That is complicating Jakarta’s efforts to build ties with global companies that want to get access to the country’s reserves and to American tax credits via the I.R.A. The Indonesian government had been wooing Tesla to build a factory, but the company set up its Southeast Asian headquarters in Malaysia instead.

    That may give China another opening. Indonesian officials are considering other options, including stepping up efforts to convince BYD, China’s largest EV maker, to set up shop. “We are aiming basically to the United States,” Luhut Binsar Pandjaitan, one of Indonesia’s most powerful ministers, told The Times’s Peter Goodman. “But if the Americans finally say, ‘We don’t want to take it,’ fine, we’ll look for some other places to go.”

    $38 million

    — The amount Spotify could add in profits by steering listeners away from white noise podcasts, according to Bloomberg. The company’s algorithm pushed users looking for “talk” content to shows that broadcast everything from whale noises to bird song on repeat. But those users typically remain on the free, ad-supported version of the platform instead of opting for the subscription shows that are more lucrative for Spotify. The company considered directing listeners to shows that made more money, but didn’t put the plan into action.

    What’s next for Hawaiian Electric?

    The death toll from the wildfires that have ripped across Maui stands at 111, and focus is turning to what led the blaze to become one of the country’s worst natural disasters in decades. Maui’s emergency management chief resigned last night as questions swirled over the decision not to use outdoor alert sirens. Hawaiian Electric, the state’s largest utility, is also facing major scrutiny.

    It could take months for officials to assess the company’s role — if any — in the blaze. But markets fear the worst. Hawaiian Electric shares have fallen by more than 65 percent since Aug. 7, the day before the wildfire started. On Friday, Moody’s was the latest credit ratings firm to downgrade Hawaiian Electric as potential liabilities mount.

    A big question is whether the company will be forced to follow a similar path to Pacific Gas and Electric, the California-based utility company that filed for bankruptcy in 2019 under the burden of wildfire liabilities.

    The factors to watch include whether insurance can cover Hawaiian Electric’s massive rebuilding costs, and the size of its potential liabilities. At least four lawsuits have already been filed, contending the company was negligent in operating and maintaining equipment.

    Evidence is building. Videos and photos posted from Maui appear to show power lines starting fires. In addition, data from Whisker Labs, a company that monitors electrical grids for fire hazards, seems to identify faults on power lines in the area where the fires started.

    There’s an important difference between Hawaiian Electric and PG&E. California has inverse indemnification laws, which makes it easier to hold public utility companies like PG&E liable. Hawaii has no such regulations, meaning litigants will have the higher bar of proving management is to blame.

    Would Hawaii allow the company to file for bankruptcy? Regardless of how bad Hawaiian Electric’s financial situation becomes, Hawaii may not want to allow its largest utility to go bankrupt. That could delay rebuilding on the island.

    The state has been through big bankruptcies before, including those of Hawaiian Airlines in 2008 and Liberty House, its largest retailer, in 1998. Working to keep the company out of bankruptcy could be seen as a more politically fraught option, versus handing over questions about its future to a judge.




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    Oportunidades de Negocio

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    Acuerdos grupales con proveedores de forma que logremos una mayor capacidad de ahorro.


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    Para el desarrollo de sus fines u objetivos, la Asociación tiene las siguientes funciones



    Ofrecer a los clientes y, en general, a terceras personas, las garantías morales y técnicas inherentes a su condición de miembro de la Asociación, de acuerdo con el Código Deontológico que pudiera establecerse en el seno de la misma


    Cualquier actividad o actuación tendente a mejorar, promover, potenciar, difundir y dignificar la actividad profesional relacionada con la prestación de servicios de desarrollo, implantación e instalación de nuevas tecnologías de la información y de la comunicación (TIC), en la provincia de Burgos


    Contribuir al progreso de la profesión y a la defensa de los intereses de sus afiliados, mediante la negociación colectiva, planteamiento de conflictos colectivos, diálogo social, participación institucional en los organismos públicos de las Administraciones laborales, etc., siempre de conformidad con los acuerdos de las organizaciones patronales o empresariales a las que pertenezcan los miembros asociados

    Implantación TIC

    Dinamizar, fomentar y promocionar la demanda e implantación de productos y servicios relacionados con las nuevas tecnologías en nuestro entorno socio-económico


    Denunciar el intrusismo y las malas prácticas


    Establecer, mantener y fomentar contactos y colaboraciones con las entidades provinciales, territoriales, nacionales y extranjeras de análoga naturaleza y finalidad, facilitando a las empresas similares relaciones

    Aunando esfuerzos

    Aunar esfuerzos en defensa de la calidad de los productos y servicios elaborados o prestados por sus miembros

    Defensa de intereses

    El estudio y la defensa de los intereses económicos, comerciales, tecnológicos e industriales del sector en general y, en particular, de las empresas a las que representa directamente


    La representación, gestión, defensa y fomento de los intereses de sus miembros frente a los diferente órganos de la Administración Pública en general, incluida la vía judicial o frente a cualquier institución o persona pública o privada

    Defendiendo los intereses de las empresas TIC

    ABETIC es la organización profesional/empresarial constituida por la libre asociación de empresarios y/o empresas cuyo objeto social principal sea la prestación de servicios de desarrollo, implantación e instalación de nuevas tecnologías de la información y de la comunicación, principalmente relacionadas con la informática, Internet y comunicaciones vía satélite o similares, en el ámbito territorial de la provincia de Burgos


    Apertura de solicitudes de Bonos Digitales.

    Apertura de solicitudes de Bonos Digitales.

    Pistoletazo de salida para empresas de 10-49 empleados. Cumplidos los requisitos, los bonos se irán asignando por orden de solicitud hasta que se acaben los fondos, así que asegúrate de completar el autodiagnóstico de Red.es y tener listo tu certificado para la sede...

    Programa KIT Digital

    Programa KIT Digital

    El Kit Digital es una iniciativa del Gobierno de España, que tiene como objetivo subvencionar la implantación de soluciones digitales disponibles en el mercado para conseguir un avance significativo en el nivel de madurez digital. Las soluciones digitales que...

    Acuerdo de colaboración entre Abetic y Segura Mayor

    Acuerdo de colaboración entre Abetic y Segura Mayor

    Abetic y la correduría de seguros burgalesa Segura y Mayor llegan a un acuerdo de colaboración. Según el acuerdo al que han llegado ambas entidades, todos los asociados de Abetic podrán beneficiarse de una rebaja garantizada de un 10% en cualquiera de los seguros...

    Presentación de la  oficina Acelera Pyme-Burgos

    Presentación de la oficina Acelera Pyme-Burgos

    Abetic asiste a la presentación de la nueva oficina Acelera Pyme-Burgos @redpuntoes con la representación de nuestro presidente Txomin López. La presentación corrió a cargo del director de @redpuntoes @albertmlacambra que resaltó el importante porcentaje que se va a...


    Hazte socio

    Suma tu empresa a nuestra asociación y forma parte de Abetic solicitando la adhesión en el formulario.

    7 + 11 =










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