Microsoft MB-230日本語 exam - in .pdf

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: Aug 08, 2026
  • Q & A: 373 Questions and Answers
  • PDF Price: $69.99
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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: Aug 08, 2026
  • Q & A: 373 Questions and Answers
  • PDF Version + PC Test Engine + Online Test Engine
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Microsoft MB-230日本語 exam - Testing Engine

MB-230日本語 Testing Engine
  • Exam Code: MB-230日本語
  • Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230日本語版)
  • Updated: Aug 08, 2026
  • Q & A: 373 Questions and Answers
  • Software Price: $69.99
  • Testing Engine

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Microsoft MB-230: Positions and Salary

To obtain the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification, one must pass the MB-230 test and the associated exam known under the codename PL-200. With this certificate, the candidates can work as a Functional Consultant. Other job roles that are available for these individuals include a CRM Solution Architect, a Dynamics Developer, a Dynamics Technical Specialist, a Microsoft Dynamics Finance Functional Analyst, and a Pre Sales CRM Solution Architect, among others. The salary outlook for these positions is an average of $69,000 per annum.

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The Microsoft MB-230 exam is designed to evaluate one’s expertise in performing specific technical tasks. These include knowledge & case management, queues, Service Level Agreements, and entitlements management, scheduling implementation, analytics management, and Omnichannel for Customer Service. The details of these objectives are highlighted below:

Knowledge Management & Cases Management: 20-25%

  • Creating & Managing Cases: This domain will measure the candidates’ skills in managing case lists, configuring cases, and implementing child/parent cases. It will also evaluate their competence in creating and searching for different case records, converting specific activities to cases, merging cases, and performing case resolutions.
  • Configuring & Automating Cases: The examinees should gain the skills in implementing case routing rules, advanced similarity rules, update rules, as well as record creation. It also requires their competence in configuring business process flows and Status Reason transitions. Additionally, the applicants should also have the skills in customizing Case Resolution forms and capturing customer feedback with the use of Customer Voice.
  • Implementing Knowledge Management: The students will need to demonstrate their expertise in configuring Knowledge search control, categories & subjects, as well as Knowledge Management entities. The questions related to this subtopic will also measure competence in using Knowledge Management to solve cases and managing Knowledge article models. Besides, the individuals are required to have expertise in implementing Knowledge Search, converting cases to specific knowledge articles, and linking articles with cases.

Main Requirements for Microsoft MB-230 Exam

While there are no strict prerequisites for this test, it is recommended that the candidates earn the Microsoft Certified: Dynamics 365 Fundamentals certification to understand the exam content. Microsoft MB-230 is designed for the functional consultants who possess customer service expertise. They are involved in implementing omnichannel solutions, which focus on service, efficiency, customer satisfaction, reliability, and quality. The potential candidates for this test should have solid applied knowledge that meets the user needs via the Dynamics 365 Customer Service, including the professional understanding of cases, queues, entitlements, and knowledge base.

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

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