Microsoft : MB-230日本語 Questions & Answers
Updated: Aug 23, 2026
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Exam MB-230: Microsoft Dynamics 365 Customer Service
A Dynamics 365 Customer Service Functional Consultant is responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction.
A Dynamics 365 Customer Service Functional Consultant implements and designs service management visualizations and reports provided by and in collaboration with the solution architect. The Functional Consultant collaborates with the customer engagement administrator to implement and upgrade Power Platform components, including knowledge management, customer feedback, and connected services.
A Dynamics 365 Customer Service Functional Consultant must have strong applied knowledge of customer service, including: understanding industry terminology, priorities, standards, methodologies, customer service operations, and best practices. The Functional Consultant with customer service expertise must have strong applied knowledge of meeting user needs through Dynamics 365 customer service, including in-depth understanding of cases, knowledge management, queues, entitlements, resource scheduling, Service Level Agreements (SLAs), visualizations, connected services, Customer Service Insights, Power Virtual Agents, and Omnichannel for Customer Service. The Functional Consultant's knowledge should include a comprehensive understanding of the customer service application's role in relationship to the Dynamics 365 suite of applications along with a basic understanding of the solution architecture and quality assurance.
Part of the requirements for: Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
MB-230 Structure
- It is delivered in English.
- 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.
Reference: https://www.microsoft.com/en-us/learning/exam-mb-230.aspx
Skills measured
- Manage queues, entitlements, and service-level agreements (SLAs) (15-20%)
- Manage cases and Knowledge Management (20-25%)
- Implement scheduling (10-15%)
- Manage analytics (10-15%)
- Implement Omnichannel for Customer Service (30-35%)
Microsoft MB-230日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Manage entitlements and service level agreements (SLAs) | 15-19% | - Configure entitlements
|
| Implement scheduling | 10-14% | - Configure service scheduling
|
| Manage cases and knowledge management | 51-55% | - Implement knowledge management
|
| Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
| Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
| Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Implement routing and work distribution | null | - Configure unified routing
|
| Manage analytics, visualizations, and insights | 5-9% | - Create and manage dashboards and reports
|
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