Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230日本語版) : MB-230日本語

  • Exam Code: Microsoft
  • Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230日本語版)
  • Updated: Aug 23, 2026
  • Q & A: 373 Questions and Answers

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How to Register For Exam MB-230: Microsoft Dynamics 365 Customer Service?

Exam Register Link: https://examregistration.microsoft.com/?locale=en-us&examcode=MB-230&examname=Exam%20MB-230:%20Microsoft%20Dynamics%20365%20for%20Customer%20Service&returnToLearningUrl=https%3A%2F%2Fdocs.microsoft.com%2Flearn%2Fcertifications%2Fexams%2Fmb-230

Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx

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The MB-230 test is available in the English language. The candidates should review the official exam objectives before taking this test. This is because Microsoft regularly updates the exam topics to align with the dynamic evolvement of the industry. To register for this test, the applicants must pay the fee of $165. The formats of the questions that may appear in the exam are multiple choice, case studies, drag and drop, build list, and active screen, among others. The number of questions contained in Microsoft MB-230 is usually between 40 and 60 and the time for their completion is 120 minutes.

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Microsoft MB-230日本語 Exam Syllabus Topics:
SectionWeightObjectives
Topic 1: Implement routing and work distributionnull- Configure unified routing
  • 1. Set up workstreams and queues
    • 2. Define routing rules and decision trees
      Topic 2: Manage entitlements and service level agreements (SLAs)15-19%- Configure entitlements
      • 1. Associate entitlements with customers and cases
        • 2. Define entitlement terms and restrictions
          - Implement SLAs
          • 1. Configure SLA actions and warnings
            • 2. Define SLA KPIs and timelines
              • 3. Manage SLA calculations and pauses
                Topic 3: Manage analytics, visualizations, and insights5-9%- Implement Customer Voice surveys and feedback
                - Create and manage dashboards and reports
                • 1. Build custom dashboards and visualizations
                  • 2. Use out-of-box Customer Service reports
                    Topic 4: Manage cases and knowledge management51-55%- Configure Dynamics 365 Copilot for Service
                    - Implement knowledge management
                    • 1. Integrate knowledge with cases and portals
                      • 2. Configure knowledge search and recommendations
                        • 3. Create and manage knowledge articles
                          - Create and manage cases
                          • 1. Configure case types and statuses
                            • 2. Implement case routing and queues
                              • 3. Manage case hierarchies and relationships
                                Topic 5: Implement Customer Service multi-session experience5-9%- Configure Customer Service workspace
                                • 1. Integrate channels and productivity tools
                                  • 2. Set up app profiles and session templates
                                    Topic 6: Implement Connected Customer Service2-6%- Set up IoT and field service integration
                                    Topic 7: Implement scheduling10-14%- Configure service scheduling
                                    • 1. Implement scheduling rules and availability
                                      • 2. Set up resources and resource groups
                                        • 3. Define service activities and requirements
                                          Topic 8: Implement Microsoft Power Platform integration2-6%- Integrate Power Apps and Power Automate
                                          • 1. Create custom forms and workflows
                                            • 2. Connect Customer Service with other apps

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