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

"Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230日本語版)", also known as MB-230 exam, is a Microsoft Certification. With the complete collection of questions and answers, UpdateDumps has assembled to take you through 373 Q&As to your MB-230 Exam preparation. In the MB-230 exam resources, you will cover every field and category in Microsoft Dynamics 365 Certification helping to ready you for your successful Microsoft Certification.

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  • Updated on: Jul 28, 2026
  • No. of Questions: 373 Questions & Answers

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  • Updated on: Jul 28, 2026
  • No. of Questions: 373 Questions & Answers

Analytics Management: 10-15%

  • Visualization Creation & Configuration: The candidates need to possess the expertise in designing and creating charts and reports with the use of Design wizard. This subtheme will also evaluate the competence of the examinees in configuring interactive dashboards.
  • Customer Service Insights Configuration: This section requires one’s knowledge of use cases and capabilities of Customer Service Insights dashboards. It also measures the skills in managing workspaces and connecting to Customer Service Insights.

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

MB-230 Structure

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

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Microsoft MB-230日本語 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Implement Connected Customer Service2-6%- Set up IoT and field service integration
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: 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
                Topic 4: Manage cases and knowledge management51-55%- Create and manage cases
                • 1. Implement case routing and queues
                  • 2. Manage case hierarchies and relationships
                    • 3. Configure case types and statuses
                      - 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
                            Topic 5: Manage analytics, visualizations, and insights5-9%- Implement Customer Voice surveys and feedback
                            - Create and manage dashboards and reports
                            • 1. Use out-of-box Customer Service reports
                              • 2. Build custom dashboards and visualizations
                                Topic 6: 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 7: Implement Customer Service multi-session experience5-9%- Configure Customer Service workspace
                                      • 1. Set up app profiles and session templates
                                        • 2. Integrate channels and productivity tools
                                          Topic 8: Implement routing and work distributionnull- Configure unified routing
                                          • 1. Define routing rules and decision trees
                                            • 2. Set up workstreams and queues

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