• Exam Code: MB-230
  • Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230日本語版)
  • Certification Provider: Microsoft
  • Corresponding Certification:Microsoft Dynamics 365
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How to book the MB-230: Microsoft Dynamics 365 Customer Service Exam

These are following steps for registering the MB-230: Microsoft Dynamics 365 Customer Service exam.

  • Step 1: Visit to Microsoft Learning and search for MB-230: Microsoft Dynamics 365 Customer Service
  • Step 2: Sign up/Login to Pearson VUE account
  • Step 3: Select local centre based on your country, date, time and confirm with a payment method.

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

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Career Path After Acing Microsoft MB-230 Exam

The Microsoft MB-230 exam leads to the associate-level certification. This certificate is all you need to be successful in your field. After earning it, you will be able to apply for several job roles, which also offer a good salary. To be precise, these are the positions you can pursue after getting certified:

  • Microsoft Architect;
  • Dynamics Ax Developer;
  • Dynamics Ax Solution Architect.
  • Microsoft Dynamics Consultant;
  • Microsoft Dynamics CRM Architect;

Interestingly, all the above-mentioned job titles are paid between $24,807 and $99,751 per year.

Microsoft MB-230日本語 Exam Syllabus Topics:

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

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

Dynamics 365 for Customer Service の実装をカスタマイズしています。
コール センター マネージャーは、コール センター エージェントごとに月ごとに解決されたケースの数を含む視覚的な表現を必要としています。このグラフは、サービス エリア内のすべてのユーザーに表示される必要があります。
チャートを作成する必要があります。
どの 3 つのアクションを順番に実行する必要がありますか? 回答するには、アクション リストから適切なアクションを回答領域に移動し、正しい順序で並べます。

Reveal Solution  Discussion  0

Correct Answer:


Explanation:

Dynamics 365 for Customer Serviceを使用しています。
キューにケースを追加するプロセスを自動化する必要があります。
あなたは何をするべきか?

  • A. ケースの[キューに追加]ボタンを使用します
  • B. ルーティングルールを使用
  • C. ケースでアクティビティ変換機能を使用する
  • D. ケースの割り当てボタンを使用します
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

あなたはDynamics 365 for Customer Serviceを使用するカスタマーサービスマネージャーです。
サポートを顧客が購入した製品に限定する必要があります。
あなたは何をするべきか?

  • A. ケースに製品を追加します
  • B. お客様の資格に製品を追加します
  • C. 顧客に製品を追加します
  • D. アカウントに製品を追加します
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

運送会社は、Dynamics 365 Customer Service でリースされたトラックという名前のカスタム テーブルを使用して、リースの詳細を取得します。同社は、Azure IoT Hub に Connected Customer Service を実装して、リースされたトラックを追跡しています。
IoT 統合用にカスタム テーブル Leased Truck を構成する必要があります。
目標を達成する 2 つの方法はどれですか? それぞれの正解は、完全な解決策を提示します。
注: それぞれの正しい選択は 1 ポイントの価値があります。

  • A. Leased Truck テーブルから IoT Alert テーブルへの 1 対多の関係を作成します。
  • B. LoT - Register Custom Entity アクションを呼び出して、リースされたトラック レコードを既存の IoT デバイスに関連付けます。
  • C. Leased Truck テーブルへの接続を有効にします。
  • D. Power Platform 管理センターで関係を設定します。
Reveal Solution  Discussion  0

Correct Answer: B,C  🗳️

Explanation: Only visible for TrainingDump members. You can sign-up / login (it's free).

あなたは Dynamics 365 Customer Service システム管理者です。顧客サービス ハブ アプリケーションを操作します。
サービス レベル アグリーメント (SLA) のエンティティを有効にする必要があります。
SLA を有効にできるエンティティはどれですか?

  • A. アカウント
  • B. 契約
  • C. KPI
  • D. 休日のスケジュール
  • E. カスタマー サービス スケジュール
  • F. ビジネス ユニット
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Explanation: Only visible for TrainingDump members. You can sign-up / login (it's free).

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