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

  • Exam Code: MB-230日本語
  • Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230日本語版)
  • Updated: Sep 04, 2026
  • Q & A: 373 Questions and Answers

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About Microsoft MB-230日本語 Exam

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MB-230 Structure

  • Candidates can take 180 minutes to complete the final exam.
  • The cost of such an exam is $165 based on the country, where the exam is proctored.
  • The number of questions ranges from 40 to 60.
  • The format of the questions can be multiple-choice, drag and drop, build lists, active screen, etc.
  • It is delivered in English.

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

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Microsoft MB-230日本語 Exam Syllabus Topics:

SectionWeightObjectives
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
      Implement Connected Customer Service2-6%- Set up IoT and field service integration
      Manage entitlements and service level agreements (SLAs)15-19%- Implement SLAs
      • 1. Define SLA KPIs and timelines
        • 2. Manage SLA calculations and pauses
          • 3. Configure SLA actions and warnings
            - Configure entitlements
            • 1. Associate entitlements with customers and cases
              • 2. Define entitlement terms and restrictions
                Implement routing and work distribution2-6%- Configure unified routing
                • 1. Define routing rules and decision trees
                  • 2. Set up workstreams and queues
                    Implement scheduling10-14%- Configure service scheduling
                    • 1. Define service activities and requirements
                      • 2. Set up resources and resource groups
                        • 3. Implement scheduling rules and availability
                          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
                              Manage cases and knowledge management51-55%- Implement knowledge management
                              • 1. Create and manage knowledge articles
                                • 2. Configure knowledge search and recommendations
                                  • 3. Integrate knowledge with cases and portals
                                    - Configure Dynamics 365 Copilot for Service
                                    - Create and manage cases
                                    • 1. Manage case hierarchies and relationships
                                      • 2. Configure case types and statuses
                                        • 3. Implement case routing and queues
                                          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

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