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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 Microsoft Question Bank

Intel sues former employee, accusing him of stealing alternate secrets and techniques as he left for Microsoft | MB-230 genuine Questions and test Braindumps

Intel claims that a former worker took near three,900 inner documents containing change secrets and techniques.

  • An Intel lawsuit claims that a former worker took change secrets and used them all over his employment at Microsoft.
  • The lawsuit alleges that the former employee took about three,900 documents from an Intel-issued computing device.
  • The lawsuit states that Microsoft and Intel labored together to examine the circumstance.
  • Intel filed a lawsuit in opposition t a former employee that later went on to work for Microsoft, Varun Gupta. The go well with alleges that Gupta took change secrets with him as he left Intel and used them all the way through company negotiations with Intel while he labored at Microsoft. A report from The Oregonian broke the news and summarizes the case.

    Gupta worked for Intel for virtually 10 years. In January 2020, Gupta left Intel and moved to Microsoft, in line with the lawsuit. The swimsuit alleges that Gupta put Intel exchange secrets onto two USB drives earlier than he deliver up after which accessed the secrets and techniques from a Microsoft-issued laptop.

    The lawsuit alleges that Gupta transferred about 3,900 files from his Intel-issued laptop to two personal drives.

    The lawsuit states that during his employment at Intel that Gupta had "direct entry to files containing Intel exclusive suggestions and exchange secrets and techniques related to Intel's pricing constitution and techniques, definition of the parameters, and manufacturing capabilities for custom-made Xeon processors, among different Intel personal suggestions and exchange secrets and techniques."

    The crux of the lawsuit is summarized in Article I, section 6:

    4 days after leaving Intel, Gupta all started working for Microsoft enterprise ("Microsoft") as a principal of Strategic Planning in Microsoft's Cloud and artificial Intelligence branch. In his new role at Microsoft, Gupta used the private counsel and exchange secrets he misappropriated from Intel, deploying that counsel in head-to-head negotiations with Intel concerning customized product design and pricing for huge volumes of Xeon processors. As a purchaser of Intel's processors, Microsoft's rational aim could be to negotiate the most superior technical facets on the lowest potential cost. Gupta knew Intel's exclusive technical and manufacturing capabilities, personalized product offerings, advertising and marketing options, and pricing for Xeon processors, and used that confidential assistance and change secrets and techniques to benefit an unfair skills over Intel within the negotiations regarding product specifications and pricing. Gupta had no approach of realizing this assistance but for his access to it during his employment at Intel.

    Microsoft and Intel have worked collectively to investigate the situation. The lawsuit states that Microsoft determined that Gupta plugged one of the USB drives in question right into a Microsoft-issued desktop.

    The lawsuit states, "through Intel's investigation, with the information of Microsoft, Intel began to discover the total breadth of Gupta's misappropriation. Forensic evaluation eventually showed that Gupta had taken lots of Intel files, placed them on one or extra of at least two USB drives (together with the Seagate force), and accessed them on distinctive dates all through his employment with the aid of Microsoft."

    initially, Gupta claimed that he did not recognize where one of the drives become, according to the lawsuit. Gupta later admitted to having the pressure, noted because the Seagate force in the lawsuit, and became it over to Microsoft, in keeping with the lawsuit.

    The location of the 2nd power, stated in the lawsuit as the Western Digital pressure, continues to be unknown by means of Intel. The lawsuit states that Gupta claims to have disposed of the drive by using "throwing it out in his household trash."

    The lawsuit states that Intel is "uncovered to an ongoing risk that its private suggestions and change secrets could be disbursed and used."

    Intel is searching for unspecified damages in the lawsuit against Gupta. The business additionally needs an injunction fighting Gupta from the usage of or disclosing alternate secrets from the drives in query.


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