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

MB-230日本語
  • Exam Code: MB-230J
  • Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230日本語版)
  • Updated: Aug 13, 2026
  • Q & A: 373 Questions and Answers
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Taking MB-230 exam by Microsoft is your final step in obtaining the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. According to ZipRecruiter website the salary for this position of Functional Consultant ranges from $72,500 to $145,500. It’s really worth opting for.

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

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Skills Measured in MB-230 Exam

The Microsoft Dynamics 365 Customer Service certification exam tests one’s knowledge of customer service. Thus, the candidates should have in-depth knowledge of the industry terminology, standards, customer service operations. They should have solid skills to meet user needs by working with Dynamics 365 customer service. To add more, they should a deep comprehension of knowledge management, SLAs, Power Virtual Agents, Customer Service Insights, as well as Omnichannel for Customer Service.

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Microsoft MB-230日本語 Exam Syllabus Topics:

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

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