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MB-230日本語 pdf
  • Exam Code: MB-230日本語
  • Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230日本語版)
  • Updated: Sep 12, 2026
  • Q & A: 373 Questions and Answers
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  • Exam Code: MB-230日本語
  • Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230日本語版)
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  • Exam Code: MB-230日本語
  • Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230日本語版)
  • Updated: Sep 12, 2026
  • Q & A: 373 Questions and Answers
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Who should take the MB-230: Microsoft Dynamics 365 Customer Service Exam

The Microsoft MB-230 Exam certification is an internationally-recognized certification which help to have validation for those professionals who are keen to make their career in Dynamics 365 Customer Service

This exam aspirant are validated on ability to accomplish the following technical tasks: perform configuration; manage cases and the knowledge base; manage queues, entitlements, and SLAs; and configure voice of the customer.These candidates can go for this exam.

  • Marketing consultants

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
Topic 1: Implement multi-session experiences for Customer Service20%- Configure the Customer Service workspace
  • 1. Configure apps and templates
  • 2. Configure notifications
  • 3. Configure productivity tools
  • 4. Configure session management
- Configure and manage Omnichannel
  • 1. Configure work streams and queues
  • 2. Configure routing and assignment
  • 3. Manage context variables
  • 4. Configure agent scripts
- Manage channels
  • 1. Configure Chat
  • 2. Configure SMS
  • 3. Configure Microsoft Teams integration
  • 4. Configure Voice
Topic 2: Manage analytics, visualizations, and insights10%- Manage insights
  • 1. Analyze conversation insights
  • 2. Monitor and improve service with analytics
  • 3. Analyze Omnichannel insights
- Configure Customer Service Insights
  • 1. Configure dashboards and charts
  • 2. Configure Power BI integration
  • 3. Configure Customer Service historical analytics
Topic 3: Manage cases and Knowledge Management20%- Manage Knowledge Management
  • 1. Use knowledge article templates
  • 2. Configure entities for Knowledge Management
  • 3. Create and manage knowledge articles
  • 4. Manage the Knowledge Management lifecycle
- Create and manage cases
  • 1. Customize case views
  • 2. Identify and create cases from activities
  • 3. Use case routing rules
  • 4. Create case and child case
  • 5. Analyze cases with interactive dashboards
Topic 4: Implement Microsoft Power Platform10%- Configure Power Virtual Agents
  • 1. Create chatbots
  • 2. Integrate chatbots with Customer Service
  • 3. Configure topics and entities
- Configure Power Automate
  • 1. Use Common Data Service connector
  • 2. Create and manage flows
  • 3. Configure triggers and actions
Topic 5: Implement Connected Customer Service10%- Configure IoT integration
  • 1. Configure IoT alerts
  • 2. Create cases from IoT alerts
  • 3. Manage IoT devices
- Manage Connected Customer Service scenarios
  • 1. Configure proactive service
  • 2. Configure asset management
  • 3. Manage customer assets
Topic 6: Implement scheduling5%- Manage resources
  • 1. Define resources and resource groups
  • 2. Configure resource calendars and working hours
- Manage services
  • 1. Define service activities
  • 2. Schedule service activities
Topic 7: Implement routing10%- Configure unified routing
  • 1. Configure work distribution
  • 2. Configure work classification
  • 3. Configure assignment methods
- Manage queues and routing
  • 1. Configure advanced routing rules
  • 2. Create and manage queues
  • 3. Configure routing rules
Topic 8: Manage entitlements and SLAs15%- Create and manage entitlements
  • 1. Define and manage entitlement templates
  • 2. Apply entitlements to cases
  • 3. Create and activate entitlements
- Create and manage SLAs
  • 1. Use hierarchical SLA configurations
  • 2. Enable SLAs for entities
  • 3. Define and configure SLA KPIs
  • 4. Create SLA items and actions

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