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

  • Exam Code: MB-230日本語
  • Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230日本語版)
  • Updated: Aug 16, 2026
  • Q & A: 373 Questions and Answers

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Introduction to MB-230: Microsoft Dynamics 365 Customer Service Exam

Microsoft MB-230 Exam is a certification exam that is conducted by Microsoft to validates candidate knowledge and skills of Managing cases and knowledge base .

Candidate are in charge of designing and implementing service management visualizations and reports provided by and in collaboration with the Solution Architect. This exam checks competency level on topics such as implementation and upgradation Power platform components,managing entitlements and SLA's . After passing this exam, candidates get a certificate from Microsoft that helps them to demonstrate their proficiency in Dynamics 365 Customer Service to their clients and employers.

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

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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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Microsoft MB-230日本語 Exam Syllabus Topics:

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

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