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MB-230 Microsoft Dynamics 365 for Customer Service benefits | http://babelouedstory.com/

MB-230 benefits - Microsoft Dynamics 365 for Customer Service Updated: 2024

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Exam Code: MB-230 Microsoft Dynamics 365 for Customer Service benefits January 2024 by Killexams.com team

MB-230 Microsoft Dynamics 365 for Customer Service

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
Microsoft Dynamics 365 for Customer Service
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MB-230
Microsoft Dynamics 365 for Customer Service
http://killexams.com/pass4sure/exam-detail/MB-230
Question: 1 Section 9
Introductory Info Case study -
This is a case study. Case studies are not timed separately. You can use as much test time as you would like to complete each case. However, there may be additional case studies and
sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this test in the time provided.
To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that
provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.
At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you
begin a new section, you cannot return to this section.
To start the case study -
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking
these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information
displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.
Background -
Lamna Healthcare Company provides health care services to communities across the region. The company provides telehealth services only and does not offer in-person appointments. The
company has staff that speak English and Spanish.
The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted
by phone or by using a computer.
Current environment. Services -
Lamna provides two types of appointments: wellness and sick. A doctor and a nurse are scheduled for each sick appointment. A doctor or a nurse are scheduled for wellness appointments.
Current environment. Employees -
General -
Employees are located in the Pacific and Eastern time zones.
MB-230.html[8/4/2021 4:57:47 AM]
Case representatives -
Case representatives handle incoming calls, provide information to patients for appointments, and schedule follow-up calls with doctors. Case representatives can also help with people who
want to chat online.
All case representatives work eight-hour shifts. Case representatives typically focus on cases that involve one type of illness. The case representatives may back up others when call
volumes are large.
Several case representatives speak both Spanish and English. The only company holidays the case representatives have off are New Year's Eve day and New
Year's Day.
Customer satisfaction and escalation
Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls. Case managers schedule shifts and are a point of escalation.
Requirements. System and resources
Each employee must use the system.
Case managers must be users in the system but must not be available for the scheduling rotation or manually assigned.
Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Cases -
The system must support live chats, texting, and Twitter.
Case representatives must be able to chat, text, and tweet without exiting the system they use to track calls.
Case representatives must be able to chat live only with customers whose calls are routed or assigned to them.
Managers must be able to monitor all communication as well as add or delete quick replies.
Customer satisfaction representatives must be able to read agent scripts and workflows.
A live chat must pop up each time someone fills out the form to register for an appointment. The live chat must automatically be sent to the case representative who is best qualified to
answer the question.
There are two type of queues: regular and escalated.
Tickets must be routed to the most qualified representative for the illness.
Tickets assigned to a representative must be automatically placed in that representative's queue.
Requirements. Chat escalation process
Each division must have one manager for escalations.
Patients who request an escalation from the website must automatically be routed to a chatbot. The patient will answer predefined questions and will be alerted that someone will call them
back. Chat transcripts must be sent to the appropriate manager.
Only escalations must go to the chat bot.
You must create two types of Omnichannel queues: regular and escalated.
Only managers must be able to access the Omnichannel Insights dashboard.
Requirements. Managers -
Managers must be able to review weekly productivity reports for representatives by using Omnichannel Insights dashboards.
Managers must be able to monitor patient moods during patients conversations with representatives.
Managers must be able to determine whether a patient is feeling negative during a live chat with a representative.
Requirements. Appointments -
Representatives must be able to schedule appointments and see everyone's free/busy time during their scheduled working hours.
Appointments must be scheduled by representatives in open time slots for nurses and doctors.
Nurses and doctors must be booked for 30-minute time slots.
Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Analytics -
You must implement Customer Insights to keep track of how well representatives are managing customers requests.
Analytics must be viewable only in the production environment.
You must ensure that only escalation managers can create workspaces and control access to workspaces
Case representatives must be rated on knowledge of their primary specialty and their backup specialty.
Case representatives must only be able to view workspaces.
Managers must be able to review dashboards in the Chat channel to ensure that case representatives are meeting their objectives. Question HOTSPOT -
You need to configure the options for the schedule.
MB-230.html[8/4/2021 4:57:47 AM]
Which options should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Answer:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/resources-service-scheduling
Question: 2 Section 9
Introductory Info Case study -
This is a case study. Case studies are not timed separately. You can use as much test time as you would like to complete each case. However, there may be additional case studies and
sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this test in the time provided.
To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that
provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.
MB-230.html[8/4/2021 4:57:47 AM]
At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you
begin a new section, you cannot return to this section.
To start the case study -
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking
these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information
displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.
Background -
Lamna Healthcare Company provides health care services to communities across the region. The company provides telehealth services only and does not offer in-person appointments. The
company has staff that speak English and Spanish.
The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted
by phone or by using a computer.
Current environment. Services -
Lamna provides two types of appointments: wellness and sick. A doctor and a nurse are scheduled for each sick appointment. A doctor or a nurse are scheduled for wellness appointments.
Current environment. Employees -
General -
Employees are located in the Pacific and Eastern time zones.
Case representatives -
Case representatives handle incoming calls, provide information to patients for appointments, and schedule follow-up calls with doctors. Case representatives can also help with people who
want to chat online.
All case representatives work eight-hour shifts. Case representatives typically focus on cases that involve one type of illness. The case representatives may back up others when call
volumes are large.
Several case representatives speak both Spanish and English. The only company holidays the case representatives have off are New Year's Eve day and New
Year's Day.
Customer satisfaction and escalation
Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls. Case managers schedule shifts and are a point of escalation.
Requirements. System and resources
Each employee must use the system.
Case managers must be users in the system but must not be available for the scheduling rotation or manually assigned.
Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Cases -
The system must support live chats, texting, and Twitter.
Case representatives must be able to chat, text, and tweet without exiting the system they use to track calls.
Case representatives must be able to chat live only with customers whose calls are routed or assigned to them.
Managers must be able to monitor all communication as well as add or delete quick replies.
Customer satisfaction representatives must be able to read agent scripts and workflows.
A live chat must pop up each time someone fills out the form to register for an appointment. The live chat must automatically be sent to the case representative who is best qualified to
answer the question.
There are two type of queues: regular and escalated.
Tickets must be routed to the most qualified representative for the illness.
Tickets assigned to a representative must be automatically placed in that representative's queue.
Requirements. Chat escalation process
Each division must have one manager for escalations.
Patients who request an escalation from the website must automatically be routed to a chatbot. The patient will answer predefined questions and will be alerted that someone will call them
back. Chat transcripts must be sent to the appropriate manager.
Only escalations must go to the chat bot.
You must create two types of Omnichannel queues: regular and escalated.
Only managers must be able to access the Omnichannel Insights dashboard.
MB-230.html[8/4/2021 4:57:47 AM]
Requirements. Managers -
Managers must be able to review weekly productivity reports for representatives by using Omnichannel Insights dashboards.
Managers must be able to monitor patient moods during patients conversations with representatives.
Managers must be able to determine whether a patient is feeling negative during a live chat with a representative.
Requirements. Appointments -
Representatives must be able to schedule appointments and see everyone's free/busy time during their scheduled working hours.
Appointments must be scheduled by representatives in open time slots for nurses and doctors.
Nurses and doctors must be booked for 30-minute time slots.
Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Analytics -
You must implement Customer Insights to keep track of how well representatives are managing customers requests.
Analytics must be viewable only in the production environment.
You must ensure that only escalation managers can create workspaces and control access to workspaces
Case representatives must be rated on knowledge of their primary specialty and their backup specialty.
Case representatives must only be able to view workspaces.
Managers must be able to review dashboards in the Chat channel to ensure that case representatives are meeting their objectives. Question HOTSPOT -
You need to select the feature for each parameter.
Which feature should you use for each parameter? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
MB-230.html[8/4/2021 4:57:47 AM]
Answer:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-operating-hours
Question: 1 Section 10
Introductory Info Case study -
This is a case study. Case studies are not timed separately. You can use as much test time as you would like to complete each case. However, there may be additional case studies and
sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this test in the time provided.
To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that
provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.
At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you
begin a new section, you cannot return to this section.
To start the case study -
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking
these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information
displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.
Background -
Lamna Healthcare Company provides health care services to communities across the region. The company provides telehealth services only and does not offer in-person appointments. The
company has staff that speak English and Spanish.
The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted
by phone or by using a computer.
MB-230.html[8/4/2021 4:57:47 AM]
Current environment. Services -
Lamna provides two types of appointments: wellness and sick. A doctor and a nurse are scheduled for each sick appointment. A doctor or a nurse are scheduled for wellness appointments.
Current environment. Employees -
General -
Employees are located in the Pacific and Eastern time zones.
Case representatives -
Case representatives handle incoming calls, provide information to patients for appointments, and schedule follow-up calls with doctors. Case representatives can also help with people who
want to chat online.
All case representatives work eight-hour shifts. Case representatives typically focus on cases that involve one type of illness. The case representatives may back up others when call
volumes are large.
Several case representatives speak both Spanish and English. The only company holidays the case representatives have off are New Year's Eve day and New
Year's Day.
Customer satisfaction and escalation
Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls. Case managers schedule shifts and are a point of escalation.
Requirements. System and resources
Each employee must use the system.
Case managers must be users in the system but must not be available for the scheduling rotation or manually assigned.
Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Cases -
The system must support live chats, texting, and Twitter.
Case representatives must be able to chat, text, and tweet without exiting the system they use to track calls.
Case representatives must be able to chat live only with customers whose calls are routed or assigned to them.
Managers must be able to monitor all communication as well as add or delete quick replies.
Customer satisfaction representatives must be able to read agent scripts and workflows.
A live chat must pop up each time someone fills out the form to register for an appointment. The live chat must automatically be sent to the case representative who is best qualified to
answer the question.
There are two type of queues: regular and escalated.
Tickets must be routed to the most qualified representative for the illness.
Tickets assigned to a representative must be automatically placed in that representative's queue.
Requirements. Chat escalation process
Each division must have one manager for escalations.
Patients who request an escalation from the website must automatically be routed to a chatbot. The patient will answer predefined questions and will be alerted that someone will call them
back. Chat transcripts must be sent to the appropriate manager.
Only escalations must go to the chat bot.
You must create two types of Omnichannel queues: regular and escalated.
Only managers must be able to access the Omnichannel Insights dashboard.
Requirements. Managers -
Managers must be able to review weekly productivity reports for representatives by using Omnichannel Insights dashboards.
Managers must be able to monitor patient moods during patients conversations with representatives.
Managers must be able to determine whether a patient is feeling negative during a live chat with a representative.
Requirements. Appointments -
Representatives must be able to schedule appointments and see everyone's free/busy time during their scheduled working hours.
Appointments must be scheduled by representatives in open time slots for nurses and doctors.
Nurses and doctors must be booked for 30-minute time slots.
Patients must be offered at least three alternative times to schedule an appointment.
MB-230.html[8/4/2021 4:57:47 AM]
Requirements. Analytics -
You must implement Customer Insights to keep track of how well representatives are managing customers requests.
Analytics must be viewable only in the production environment.
You must ensure that only escalation managers can create workspaces and control access to workspaces
Case representatives must be rated on knowledge of their primary specialty and their backup specialty.
Case representatives must only be able to view workspaces.
Managers must be able to review dashboards in the Chat channel to ensure that case representatives are meeting their objectives. Question HOTSPOT -
You need to select which setting needs to be configured for each setup.
Which settings should you select? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
MB-230.html[8/4/2021 4:57:47 AM]
Answer:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-skill-routing-create-rating-
model
MB-230.html[8/4/2021 4:57:47 AM]
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Microsoft Microsoft benefits - BingNews https://killexams.com/pass4sure/exam-detail/MB-230 Search results Microsoft Microsoft benefits - BingNews https://killexams.com/pass4sure/exam-detail/MB-230 https://killexams.com/exam_list/Microsoft Own and train yourself in Microsoft Office Pro 2019 for under $40 No result found, try new keyword!Get the most out of Excel, OneNote, PowerPoint and the rest of the Microsoft arsenal with this software and training bundle. Wed, 03 Jan 2024 05:00:17 -0600 en-us text/html https://www.msn.com/ Microsoft Copilot Cheat Sheet: Price, Benefits & Release Date

The practical application of generative artificial intelligence has gone from an abstract, future concept to a concrete reality in a matter of mere months. Businesses and organizations large and small are scrambling to figure out if and how AI can help their people be more productive and efficient. For organizations using Microsoft software, the application of AI in a business environment is being led by the Microsoft Copilot platform.

Businesses at the enterprise level are also looking for ways AI can leverage the massive amounts of data generated daily by their organizations in increasingly productive ways. Many believe that such a massive undertaking can only be accomplished by a competent AI platform. Microsoft Copilot, with its integration into Windows, Bing, 365, Azure, and Server, is purported to be the AI that unlocks the creative and productive potential of an organization’s people and data.

Jump to:

What is Microsoft Copilot?

Microsoft Copilot is a new AI product that combines the power of large language models with in-house enterprise data generated by the Microsoft Graph and Microsoft 365 applications. Using the power of AI and natural language conversations, users can find better answers to their questions and potentially create content from those answers. Copilot was developed on the ChatGPT platform and announced as an in-development platform at the July 2023 Microsoft Inspire conference.

There are two versions of Copilot: Copilot for Microsoft 365 (formerly known as Microsoft 365 Copilot), which requires a subscription, and a more general Microsoft Copilot. It is important to note that Copilot for Microsoft 365 is different from the consumer and small business-oriented Copilot platform found in Bing Chat or non-enterprise versions of Microsoft 365. These Copilot LLMs are trained on more generalized aggregate data gathered across the internet and therefore tend to have more generalized results. Copilot for Microsoft 365 will be dependent on the data generated by a specific, and only a specific, enterprise.

Both Copilot versions will be embedded in the Microsoft 365 apps including Word, Excel, PowerPoint, Outlook and Teams. This complete Microsoft 365 integration will allow an organization’s workers to be more creative, unlock productivity gains and potentially Excellerate their skills. In addition, Microsoft 365 Copilot will add AI-enabled Microsoft 365 Chat (formerly called Business Chat) to the productivity suite, which will work across enterprise-specific data like calendars, emails, chats, documents, meetings and contacts to help employees communicate easier and better.

As of Dec. 5, Copilot runs on OpenAI’s GPT-4 large language model and the DALL-E 3 image generation model from the same company.

What are the versions of Microsoft Copilot?

As of Nov. 15, 2023, Microsoft consolidated three versions of Microsoft Copilot (Microsoft Copilot in Windows, Bing Chat Enterprise and Microsoft 365 Copilot) into two, Microsoft Copilot and Copilot for Microsoft 365.

Microsoft Copilot

Microsoft Copilot incorporates the tools formerly known as Bing Chat and Bing Chat Enterprise. It is suitable for individual or SMB users. Microsoft Copilot has a seamless visual identity across Bing, Edge, Microsoft 365, and Windows, being accessible through the same icon in all of them. This version of Copilot will allow you to use generative AI to create and complete tasks inside the Windows operating system and with Windows apps. Accessing Copilot will be available from the taskbar or with the Windows Key + C keyboard shortcut.

Commercial data protection is applied to any interaction with Microsoft Copilot when the user signs in with Microsoft Entra ID.

The following licenses will gain access to commercial data protection with Microsoft Copilot:

  • Microsoft 365 E3, E5
  • Microsoft 365 F3 (coming soon)
  • Microsoft 365 A3, A5 (Faculty only)
  • Business Standard
  • ​Business Premium

Copilot for Microsoft 365

Copilot for Microsoft 365 builds on the Bing Chat Enterprise foundation, including enterprise-grade security, privacy and compliance to ensure all data processing happens inside Microsoft 365. It is suitable for enterprise customers. The Copilot for Microsoft 365 experience includes Microsoft 365 Chat, which combs across your entire universe of data (emails, meetings, chats, documents and more, plus the world wide web) to help you solve problems at work.

Copilot for Microsoft 365 is also integrated into Microsoft 365 Apps like Word, Excel, PowerPoint, Outlook, Teams and more.

What are business benefits to using Microsoft Copilot?

Assuming Microsoft Copilot works as advertised, an employee could jump-start a project (e.g., email, presentation, report, data visualization) with an AI-generated first draft. With that foundation, the employee can quickly move on to refining and iterating a second draft and then a final draft, cutting at least one step from the process. This should make the employee more efficient and productive, and it could allow for the development of new skills.

For Copilot for Microsoft 365, the key to these productivity gains will be the application of enterprise-specific data to the new project from the start. Using data internally generated by the enterprise from emails, documents, calendars, contacts and so on, presumably the project will be jump-started with limited, and more importantly, pertinent assets.

SEE: Hiring kit: Prompt engineer (TechRepublic Premium)

For example, if an enterprise employee at Ford is creating a presentation that needs to show movement, the AI – if properly trained – should use a Ford-related product rather than a similar product from one of its competitors. An AI trained by data culled from the internet may come to a different conclusion and defeat the purpose of deploying enterprise-specific generative AI.

How does Microsoft plan to integrate Copilot into its applications?

Copilot is integrated into the fabric of all Microsoft 365 applications. When an employee starts a Word document, reads an email in Outlook, opens an Excel report or updates a PowerPoint presentation, Copilot and its generative AI abilities are there to assist when called upon.

Below are examples of commands a user might give Microsoft Copilot.

Copilot in Word

  • Draft a two-page project proposal based on data gleaned from a Word document (i.e., either the one you are currently working on or one that you specify by name) and an Excel worksheet.
  • Make the third paragraph in the current document more concise and change the tone of the document to be more casual.
  • Create a one-page draft based on this rough outline.

Copilot in Excel

  • Break down this sales data by type and channel and then insert a table.
  • Project the impact of a variable change in this data and then generate a chart to help visualize it.
  • Model how a change to the growth rate for a variable would impact my gross margin.

Copilot in PowerPoint

  • Create a five-slide presentation based on this Word document and include relevant stock photos.
  • Consolidate this presentation into a three-slide summary.
  • Reformat these three bullets (in a specific PowerPoint presentation) into three columns, each with a picture.

Copilot in Outlook

  • Summarize the emails missed while out of the office last week and flag any important items.
  • Draft a response thanking the senders of an email and asking for more details about their second and third points.
  • Shorten a draft email and make the tone more professional.
  • Invite everyone to a lunch-and-learn about new product launches next Thursday at noon. Mention that lunch is provided.

Copilot in Microsoft 365 Chat

  • Summarize the chats, emails and documents about the course being discussed.
  • What is the next milestone for a project? What risks were identified? Brainstorm a list of potential mitigations.
  • Write a new planning overview in the style of this (specified existing) document that contains the planning timeline from a different document and incorporate the project list in the email from this person (specifying a user’s name).

What are potential problems and caveats with Microsoft Copilot?

All AI platforms are only as good as their training; if Microsoft Copilot is modeled after data that is incomplete, biased, wrong or otherwise corrupt, the suggestions it generates, regardless of who is asking, will be incomplete, biased, wrong or otherwise corrupt. The old adage of garbage in equals garbage out still applies.

For Copilot for Microsoft 365, training will be particularly important because all the data used for that Copilot AI platform will be internally generated and gathered. Enterprises looking to properly apply AI will have to carefully monitor the data Copilot can access. For example, a business may not want brainstorming documents and meeting notes to be part of the data stream; rejected ideas may taint the data stream and propagate throughout the organization.

For general versions of Microsoft Copilot, organizations and users will have to be aware that inherent biases, fads, misguided trends and other transitory events will likely color some of the AI-generated output. Not every passing fancy on the internet should make its way into official organizational documents.

In addition to this potential problem, especially for Copilot for Microsoft 365 implementations, is the tendency of some departments to silo their data behind firewalls. New products and services developed under non-disclosure agreements, for example, will often be cut off from the normal organizational data stream. Businesses will have to decide whether hiding data from the AI in such cases is more beneficial than allowing AI access.

What are the alternatives to Microsoft Copilot?

Generative AI is arguably the hottest trend in technology innovation for 2023, so it stands to reason there are many new and in-development AI platforms ready to compete with Microsoft Copilot.

Even though Copilot is based on ChatGPT, the AI chatbot is available as a standalone platform and therefore should be considered a competitor. AI is already incorporated into Microsoft Edge in the form of Bing Chat, and an AI has recently been released for the Google search engine and Chrome. Technology experts have reported that Apple is developing its own AI platform. It seems that AI will be integrated into just about every digital application we use on a computing device.

Major tech companies including Salesforce, Oracle and Adobe are all working on AI platforms. There are also dozens of smaller independent developers working on their own versions of an AI platform. Plus, there are a multitude of AI competitors working on specialized platforms that will bind LLMs and generative AI principles to specific applications. Businesses will likely spend a lot of time wading through AI platform possibilities.

How much does Microsoft Copilot cost?

  • Microsoft Copilot in Windows will be available to customers for free.
  • Copilot for Microsoft 365 will be $30 per user per month.

At first glance, Microsoft 365 Copilot’s price point seems expensive, but it is vital to remember this version of the platform is designed for large business enterprises. For a large enterprise with thousands of employees, and assuming the platform delivers what Microsoft promises, that $30 could end up being a bargain. That is a big assumption to make at this early point in development.

The consumer and SMB versions of Microsoft Copilot will likely be priced differently than the enterprise counterpart. Bing Chat, which is also based on ChatGPT, is available now and for free as an integral part of Microsoft Edge. It is also likely that some feature-restricted or otherwise modified version of Copilot will be available for SMBs too small to have meaningful in-house generated data available to train the AI platform.

The pricing for all the versions of Microsoft Copilot is likely to change as development of the platform continues. With the large number of competitors in the AI platform space, it seems almost certain the cost of these services will change significantly.

Which businesses should consider Microsoft Copilot, and which should not?

At $30/user/month, only certain large enterprises will be able to afford large numbers of employees subscribing to the Copilot for Microsoft 365 platform. In addition to the subscription fee, such employers will also have to account for the extra expenses associated with generating, collecting and collating accurate and useful data for the AI and LLMs to train on. This is a major undertaking, and the decision to implement the Copilot platform will take a significant commitment.

Large enterprises will have to decide whether the productivity benefits of using the Copilot for Microsoft 365 platform outweigh the initial costs of developing and maintaining the platform – and then paying for it indefinitely.

For individuals and small businesses with little to no LLM-ready data, the consumer level versions of Microsoft Copilot is available for free. Bing Chat is already available in Microsoft Edge for everyone. Some form of low-cost or no-cost version of Copilot will likely be available for certain versions of Microsoft 365.

Only time will tell if the generative AI capabilities of Copilot are worth the time necessary to use them.

When will Microsoft Copilot be available?

As of December 2023, Copilot for Microsoft 365 and Microsoft Copilot are generally available.

In January, Microsoft announced new Windows 11 PCs (including the Surface line) coming out in late February through Spring 2024 will include a Copilot key. The Copilot key enables easy access to Copilot in Windows.

Wed, 03 Jan 2024 10:00:00 -0600 en-US text/html https://www.techrepublic.com/article/microsoft-copilot-cheat-sheet/
Is Microsoft Stock a Buy Now?

What a year for Microsoft (MSFT 0.12%). The tech stalwart kicked off 2023 by hitting a 52-week low of $219.35 on January 6. Then Microsoft-backed OpenAI's ChatGPT grabbed headlines as artificial intelligence exploded into prominence.

Since then, Microsoft shares have risen steadily, reaching a 52-week high of $384.30 toward the end of November, illustrating just how far the stock has come from the start of the year. So is it too late to purchase the tech giant's stock?

The share price has pulled back from its latest high, creating a potential buy opportunity. Let's analyze where the company is at currently to determine if now is a good time to buy.

Microsoft's capacity for success

Microsoft is capitalizing on some of the hot technological trends of our time. The company is prospering as it pursues market share in cloud computing and artificial intelligence.

This is illustrated by Microsoft's performance in its fiscal 2024 first quarter, ended September 30. The company's Q1 revenue experienced double-digit year-over-year growth, hitting $56.5 billion. Moreover, net income saw an impressive 27% year-over-year jump to $22.3 billion.

Microsoft's Q1 prosperity isn't just confined to 2023. The tech veteran's revenue has risen steadily over the years, showing it's on a streak of multi-year growth thanks to its success tapping into cloud computing and AI technologies.

MSFT Revenue (TTM) Chart

Data by YCharts.

That success should continue. The company forecasted double-digit revenue growth in fiscal Q2 across many of its offerings, including its Azure cloud computing business. Azure falls under the company's Intelligent Cloud division, which produced $24.3 billion of fiscal Q1's $56.5 billion in sales.

In fact, Microsoft CFO Amy Hood stated, "with our strong start to FY24, I am confident that as a team, we will continue to deliver healthy growth in the year ahead driven by our leadership in commercial cloud and our commitment to lead the AI platform wave."

Microsoft's many strengths

The Microsoft team has good reason to believe the company's current success will continue. The cloud computing and AI technologies at Microsoft's disposal are impressive.

It has data centers in over 60 regions around the world. This widespread coverage means Microsoft's systems are fast, since customers using the company's cloud computing and AI technologies are likely to have a data center close to them.

This massive data center footprint helped Microsoft secure an exclusive partnership with Oracle, allowing the latter's more than 400,000 customers to access Azure. As for AI, over 18,000 organizations use Microsoft's artificial intelligence technology. This has translated into tangible business results for Microsoft.

For instance, the company's Dynamics 365 product, a Salesforce competitor in the customer relationship management (CRM) space, experienced 10 consecutive quarters of market share gains through fiscal Q1, helped by AI features such as automating sales tasks. Microsoft CEO Satya Nadella described Dynamics 365 as an "AI inflection point to redefine our role in business applications."

Moreover, Microsoft's Xbox gaming division should get a significant sales boost in fiscal 2024. The company's acquisition of gaming giant Activision Blizzard closed on October 13th.

And it doesn't end there. Microsoft's financial strength is impressive. The company exited its fiscal Q1 with total assets approaching a staggering half a trillion dollars. Cash, cash equivalents, and short-term investments alone totaled $144 billion. Total liabilities were a manageable $225.1 billion.

To buy or not to buy Microsoft stock

So much is going right for Microsoft at this time, and the company even provides a modest dividend, currently yielding 0.8%, as the cherry on top for investors. Microsoft increased its dividend by 10% this year, and has raised it annually for more than a decade.

Microsoft is the second-largest cloud computing provider in the world, behind only Amazon. The public cloud computing market, where Microsoft's Azure operates, is forecasted to grow over 78% between 2023 and 2028.

Meanwhile, the AI market is estimated to increase from $142.3 billion in 2022 to $1.8 trillion by 2030. The industry growth in AI and cloud computing provide a tailwind to help Microsoft's revenue continue its multi-year rise. The company's impressive technological capabilities position it well to maintain its prosperity, making Microsoft a worthwhile tech stock to buy now.

John Mackey, former CEO of Whole Foods Market, an Amazon subsidiary, is a member of The Motley Fool's board of directors. Robert Izquierdo has positions in Amazon, Microsoft, and Salesforce. The Motley Fool has positions in and recommends Amazon, Microsoft, Oracle, and Salesforce. The Motley Fool has a disclosure policy.

Mon, 18 Dec 2023 16:15:00 -0600 Robert Izquierdo en text/html https://www.fool.com/investing/2023/12/19/is-microsoft-stock-a-buy-now/
Microsoft and Oracle Launch Oracle Database@Azure for Azure Customers

Microsoft and Oracle recently announced the general availability of Oracle Database@Azure, allowing Azure customers to procure, deploy, and use Oracle Database@Azure with the Azure portal and APIs.

Earlier in September 2023, both companies, through their partnership, announced the Oracle Database@Azure offering, which puts Oracle Cloud Infrastructure (OCI) inside Microsoft Azure data centers, starting with Oracle’s leading database. It is now generally available in the Azure East United States region, with more regions coming in 2024, like Germany West Central, Australia East, France Central, Canada Central, Brazil South, and Japan East. The Exadata Database Service is the first service to be available, along with support for Oracle Real Application Clusters (RAC), Oracle GoldenGate, and Oracle Data Guard technologies.

Azure customers can purchase Oracle Database@Azure from the Azure Marketplace with the same features and pricing as Oracle Exadata cloud service on OCI. In addition, they can benefit from existing Azure and Oracle commitments, program benefits, and licenses.

Brett Tanzer, a vice president of product management at Microsoft, wrote in a blog post:

You can now use Oracle database services running on OCI hardware deployed in Azure data centers. This streamlines the migration of Oracle database workloads to Azure, where you can integrate and innovate with the breadth of Microsoft Cloud services like Azure AI and our application platform and developer services.

Overview of Azure Service with Oracle database services running on Oracle Cloud Infrastructure, collocated in Microsoft Azure data centers (Source: Oracle website)

Holger Mueller, principal analyst and vice president at Constellation Research Inc., told InfoQ:

As traditional competitors Microsoft and Oracle, they still must partner for the benefit of their joint customers. In this case, Azure customers have data in an Oracle database. Previously, the Interconnect partnership was going to address this, but it lacked performance from a pure network speed and administrative efficiency. Now Azure customers can access their Oracle data with the same setup and operational ease of use - as if the Oracle Database was a Microsoft offering...  a true win for enterprises and a new level of partnership between competitors (competitors & cooperators).

Lastly, when transitioning to Oracle Database@Azure, migrating and deploying production-grade environments for customers is straightforward, as Oracle offers established database migration strategies, such as utilizing automated solutions like Zero-Downtime Migration (ZDM). Additionally, Oracle Database@Azure is equipped with support for the Oracle Maximum Availability Architecture (MAA), offering reliable, high-availability architectures and configurations to fulfill various resiliency needs.

Wed, 03 Jan 2024 20:16:00 -0600 en text/html https://www.infoq.com/news/2024/01/microsoft-oracle-database-azure/
Microsoft 365 Copilot Set To Provide A Generative AI Revenue Boost

Microsoft (MSFT) in 2024 will begin to reap the benefits of the latest launch of its generative AI-powered 365 Copilot for enterprise customers. Priced at $30 a month per user, the new AI assistant is set to provide incremental revenue growth.

Fueled by AI enthusiasm, Microsoft shares, recently trading at $373.25, are up 55.6% YTD versus a gain of 43.3% for the Nasdaq Composite. In late November, the stock hit a new record high of $384.30.

Morgan Stanley’s latest CIO survey was upbeat about Microsoft’s exposure to key secular AI themes. It’s clear the company has a broad scope to monetize generative AI across its vast product portfolio. HSBC sees generative AI as a demand catalyst for a number of Microsoft products.

A survey of reseller partners conducted by JP Morgan revealed plenty of optimism about 365 Copilot, with hefty adoption expected across the customer base within the next 30 months. About 40% of the Fortune 100 took part in the initial preview of the product.

Macquarie forecasts that Microsoft by the end of FY’25 (June) could generate approximately $7.3 billion of incremental annual recurring revenue (ARR) from 365 Copilot based on estimated initial uptake of 5% (about 20 million users). By FY’26, the Copilot portfolio of products can generate $9.1 billion in revenue and 49 cents in per-share earnings, according to the firm. Macquarie thinks Microsoft shares are undervalued based on the Copilot profit potential. The firm recently lifted its Microsoft price target to $430 from $405.

A main goal for 365 Copilot is to make employees more productive in the workplace. Working alongside users, the tool is able to write reports, compose emails, generate meeting summaries, recommend follow-up actions and quickly transform written content into a visual presentation with just one click. It’s estimated that users can save about 15 to 30 minutes a day with 365 Copilot, freeing up five to 10 hours a month to accomplish other tasks.

Large language models (LLMs) hosted in Microsoft Cloud via the Azure OpenAI Service form the core of 365 Copilot. These LLMs are trained on massive amounts of organizational data. They generate responses to user prompts (statements or questions using natural language as part of a chat session) based on their training and understanding of context. The LLMs get more context as users interact with prompts. They refer back to their knowledge base just like humans.

The orchestration layer of 365 Copilot is a significant part of the overall process. The tool works directly with various Microsoft applications, using the search functionality for information retrieval to feed the user prompts. The Microsoft Graph adds additional information about the relationships and activities centered around an organization’s data. For example, 365 Copilot can easily find information on a particular contract by going back into old emails, notes and files.

Piper Sandler called the release of 365 Copilot an “iPhone moment” for Microsoft, saying the tool demonstrates the company’s first-mover advantage in generative AI. The firm notes the similarity to the Microsoft Cloud opportunity that started in 2008 and has grown into a revenue franchise of $125 billion+. Piper thinks Microsoft’s AI push can eventually lead to a long-term opportunity totaling more than $100 billion. It sees $10 billion+ in revenue within three years.

Ahead of the release of 365 Copilot, Microsoft in October reported strong fiscal Q1 (Sept.) results, with total revenue rising 13% to $56.52 billion, above the consensus of $54.55 billion. Microsoft Cloud revenue of $31.8 billion gained 24%, accelerating from FQ4 growth of 21%. Azure revenue rose 28% in constant currency, accelerating 100 basis points sequentially and surpassing the guide of +25% to +26%.

The market applauded the FQ1 outperformance from Azure. Goldman Sachs pointed out that the Azure growth acceleration from the June quarter was the first positive sequential change for this business since FQ3 (March) of FY’22. Goldman hiked its Microsoft price target to $450 from $400, saying its thesis of Azure growth re-acceleration is playing out, driven by ramping generative AI workloads along with a more subdued impact from cloud cost optimizations.

More than 18,000 organizations now use the Azure OpenAI Service, up from 11,000+ in the previous quarter. In FQ1, AI-based services added 300 basis points of growth to Azure, up from a 100 basis point boost in the previous quarter. Bernstein upped its Microsoft target to $406 from $400, noting the healthy Azure performance and bullish prospects for 365 Copilot.

In October, Loop Capital initiated Microsoft at ‘Buy’ with a price target of $425. The firm says Microsoft’s growth is set to accelerate thanks to its two most strategic businesses: Azure and generative AI products. Microsoft has positioned itself to benefit from both large enterprises that prefer to buy pre-packaged generative AI solutions and independent software vendors that are building out generative AI packaged solutions using Azure OpenAI, Loop said.

Tue, 19 Dec 2023 09:44:00 -0600 Robert DeFrancesco en text/html https://www.forbes.com/sites/robertdefrancesco/2023/12/19/microsoft-365-copilot-set-to-provide-a-generative-ai-revenue-boost/
Microsoft Copilot vs ChatGPT: Which AI Chatbot app is better? No result found, try new keyword!Microsoft is pulling all the stops in its goal to become the ultimate harbinger of generative AI to the masses. As a result, soon after the release of OpenAI’s ChatGPT app, Microsoft brought its ... Wed, 03 Jan 2024 14:00:07 -0600 en-us text/html https://www.msn.com/ Microsoft’s Nokia deal could benefit other Windows partners, analysts say

Red Hat continues to burnish Storage Server

Nearly two years after the purchase of Gluster, Red Hat continues to polish the scale-out storage software for enterprises, making it more compatible with cloud services and Microsoft enterprise software.

10 years ago

Sun, 10 Dec 2023 23:31:00 -0600 en text/html https://www.pcworld.com/page/1633?post_type=post&miso_ipp_page_source=miso-ipp
Microsoft and HPE unite to integrate AI into cloud solutions

Microsoft Corp. and Hewlett Packard Enterprise Co. have partnered to combine their expertise in on-premises and public cloud to create a hybrid solution.

The partnership between HPE and Microsoft benefits organizations by saving money on power, simplifying operations and standardizing infrastructure, according to Christophe Le Roux (pictured), EMEA cloud sales lead at Microsoft. Organizations are benefiting from GreenLake for Azure by having a packaged solution with preloaded operating systems in one single box, he explained.

“It has been a journey, we’ve not suddenly brought that up and said, ‘Oh look, this is our solution.’ No, it’s years of refining and clearing the customer expectations that was HPE and Microsoft together, until we reach that GreenLake offer,” Le Roux said. “GreenLake is the ultimate solution that we have to deliver hybrid, combining Microsoft and HPE and selling everything as a service, from the hardware platform to the software to the deployments, the management, all that in one single as-a-service offer.”

Le Roux spoke with theCUBE industry analysts Rob Strechay and Rebecca Knight at the HPE Discover Barcelona event, during an exclusive broadcast on theCUBE, SiliconANGLE Media’s livestreaming studio. They discussed the cooperation between Microsoft and HPE that aims to create a hybrid solution, which offers simplified operations, standardized infrastructure, enhanced security and artificial intelligence integration. (* Disclosure below.)

Enhancing infrastructure with AI

Microsoft and HPE are integrating AI into infrastructure, including generative AI in Teams and Azure, as well as industry AI at the edge for use in production environments, Le Roux explained.

Businesses in EMEA and the U.S. have diverse needs, with a variety of considerations in sales roles. They are either early adopters of AI or more conservative, and Microsoft and HPE are there to support both its transformation and cost-reduction efforts, according to Le Roux.

“Obsolescence is a common theme for customers,” he said. “Infrastructure is obsolete today, and it keeps on running because you cannot change the application anymore if you don’t have the developer in-house or it’s just so critical that you don’t want to touch it. Basically, you will be stuck with your Windows Server 2012 for a few years. In that case, you have to buy from Microsoft, extended security updates, which can be costly … with Azure Stack HCI, we waive that cost.”

Here’s the complete video interview, part of SiliconANGLE’s and theCUBE’s coverage of the HPE Discover Barcelona event:

(* Disclosure: TheCUBE is a paid media partner for the HPE Discover Barcelona event. Neither Hewlett Packard Enterprise Co., the main sponsors of theCUBE’s event coverage, nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.)

Photo: SiliconANGLE

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Mon, 04 Dec 2023 09:30:00 -0600 en-US text/html https://siliconangle.com/2023/12/04/microsoft-hpe-unite-integrate-ai-cloud-solutions-hpediscover/
Microsoft signs forest restoration deal No result found, try new keyword!The 15-year deal with Chestnut Carbon covers the removal of 2.7 metric tons of carbon dioxide to support Microsoft's climate ambitions. Wed, 03 Jan 2024 21:06:00 -0600 en-US text/html https://www.woodworkingnetwork.com/news/woodworking-industry-news/microsoft-signs-forest-restoration-deal Cerence Collaborates with Microsoft to Develop Next-Generation, Generative AI-Powered Automotive User Experience

BURLINGTON, Mass., Jan. 03, 2024 (GLOBE NEWSWIRE) -- Cerence Inc. (NASDAQ: CRNC), AI for a world in motion, today announced it is collaborating with Microsoft to deliver an evolved in-vehicle user experience that combines Cerence’s extensive automotive technology portfolio and professional services with the innovative technology and intelligence of Microsoft Azure AI Services.

As a first step, Cerence and Microsoft have collaborated to deliver a curated, automotive-grade implementation for users to access OpenAI’s ChatGPT model through Microsoft Azure OpenAI Service in their vehicles. Through the companies’ collaboration, automotive OEMs and their customers will benefit from Cerence’s deep vertical expertise and footprint in transportation combined with Microsoft cloud capabilities, creating a holistic user experience through seamless integration into automakers’ voice and touch user interfaces. 

Cerence plans to deploy these new capabilities to new vehicles with Cerence Assistant, the company’s flagship in-car assistant platform, enabling automakers to deliver added value post-purchase and upgrading the user experience with myriad knowledge domains and real-time data. 

Stefan Ortmanns, CEO, Cerence, explained, “By combining our deep vertical expertise in transportation with Microsoft’s large language model capabilities, we will transcend the sum of our parts, together delivering a robust solution that makes generative AI-powered innovation more accessible to automakers as they navigate incredible transformation in the industry.”

“Generative AI has the potential to fundamentally change the way we interact with the car through natural language. With Cerence’s deep automotive expertise, we are together well positioned to support automakers in creating highly differentiated customer experiences,” said Dominik Wee, Corporate Vice President, Manufacturing & Mobility, Microsoft.

Looking to the future, the two companies are working together to combine the best of two worlds for both OEM partners and drivers, using Cerence’s hybrid technologies in combination with Microsoft’s cloud services to offer a unique in-car experience. This collaboration will enable powerful new user experiences, while preserving the automakers’ differentiation and unique customer relationships. In addition, Cerence Assistant can be empowered by advanced Microsoft content and online services, including Azure Maps and continuously updated over-the-air with regular service updates powered by Azure.

To learn more about Cerence, visit www.cerence.com, and follow the company on LinkedIn and Twitter.

About Cerence Inc.
Cerence (NASDAQ: CRNC) is the global industry leader in creating unique, moving experiences for the mobility world. As an innovation partner to the world’s leading automakers and mobility OEMs, it is helping advance the future of connected mobility through intuitive, AI-powered interaction between humans and their vehicles, connecting consumers’ digital lives to their daily journeys no matter where they are. Cerence’s track record is built on more than 20 years of knowledge and 475 million cars shipped with Cerence technology. Whether it’s connected cars, autonomous driving, e-vehicles, or two-wheelers, Cerence is mapping the road ahead. For more information, visit www.cerence.com.

Kate Hickman | Tel: 339-215-4583 | Email: kate.hickman@cerence.com


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Wed, 03 Jan 2024 00:00:00 -0600 en text/html https://markets.businessinsider.com/news/stocks/cerence-collaborates-with-microsoft-to-develop-next-generation-generative-ai-powered-automotive-user-experience-1032939877




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