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

MB-230日本語 Exam Questions
  • Exam Code: MB-230J
  • Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230日本語版)
  • Updated: Sep 14, 2026
  • Q & A: 373 Questions and Answers
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To be eligible to take the MB-230 exam, individuals must have a working knowledge of the Dynamics 365 platform, as well as experience in customer service operations. MB-230J exam is ideal for professionals who are seeking to enhance their skills in customer service management, and who want to demonstrate their proficiency in the Microsoft Dynamics 365 platform. Passing the MB-230 exam validates an individual’s expertise in customer service management, and demonstrates their commitment to ongoing professional development.

The Microsoft MB-230J exam consists of 40-60 multiple-choice questions, and the candidate has 150 minutes to complete it. MB-230J exam covers various topics, including customer service concepts, service level agreements, case management, knowledge management, queues, entitlements, voice of the customer, and integration with other applications. The candidate needs to score at least 700 out of 1000 to pass the exam.

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

Microsoft MB-230日本語 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Implement routing and work distribution2-6%- Configure unified routing
  • 1. Define routing rules and decision trees
    • 2. Set up workstreams and queues
      Topic 2: Implement scheduling10-14%- Configure service scheduling
      • 1. Set up resources and resource groups
        • 2. Implement scheduling rules and availability
          • 3. Define service activities and requirements
            Topic 3: Manage entitlements and service level agreements (SLAs)15-19%- Configure entitlements
            • 1. Define entitlement terms and restrictions
              • 2. Associate entitlements with customers and cases
                - Implement SLAs
                • 1. Manage SLA calculations and pauses
                  • 2. Define SLA KPIs and timelines
                    • 3. Configure SLA actions and warnings
                      Topic 4: Manage cases and knowledge management51-55%- Implement knowledge management
                      • 1. Configure knowledge search and recommendations
                        • 2. Create and manage knowledge articles
                          • 3. Integrate knowledge with cases and portals
                            - Create and manage cases
                            • 1. Implement case routing and queues
                              • 2. Configure case types and statuses
                                • 3. Manage case hierarchies and relationships
                                  - Configure Dynamics 365 Copilot for Service
                                  Topic 5: Implement Microsoft Power Platform integration2-6%- Integrate Power Apps and Power Automate
                                  • 1. Connect Customer Service with other apps
                                    • 2. Create custom forms and workflows
                                      Topic 6: 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 7: Implement Connected Customer Service2-6%- Set up IoT and field service integration
                                          Topic 8: Manage analytics, visualizations, and insights5-9%- Create and manage dashboards and reports
                                          • 1. Use out-of-box Customer Service reports
                                            • 2. Build custom dashboards and visualizations
                                              - Implement Customer Voice surveys and feedback

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