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Last Updated: Sep 25, 2026

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Microsoft MB-230 exam is designed for professionals who want to become Microsoft Dynamics 365 Customer Service Functional Consultants. MB-230J exam measures the candidate's knowledge and skills in implementing and configuring customer service solutions using Microsoft Dynamics 365. Passing the exam validates the candidate's expertise in customer service functionalities, such as managing cases, knowledge base, queues, entitlements, and service level agreements.

Career Prospects

Earning a certification is a surefire step in your career. The most important thing is to ensure that you are always updated with the major changes taking place in the industry. The Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate is just a starting point for your career, which opens doors to many opportunities for you. Thus, with such a certificate, you will stand a chance to get the role-based expert certification like the Microsoft Certified: Dynamics 365 + Power Platform Solution Architect Expert.

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

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Microsoft MB-230日本語 Exam Syllabus Topics:

SectionWeightObjectives
Implement Customer Service multi-session experience5-9%- Configure Customer Service workspace
  • 1. Integrate channels and productivity tools
    • 2. Set up app profiles and session templates
      Implement Microsoft Power Platform integration2-6%- Integrate Power Apps and Power Automate
      • 1. Connect Customer Service with other apps
        • 2. Create custom forms and workflows
          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
                    Implement scheduling10-14%- Configure service scheduling
                    • 1. Define service activities and requirements
                      • 2. Set up resources and resource groups
                        • 3. Implement scheduling rules and availability
                          Manage analytics, visualizations, and insights5-9%- Implement Customer Voice surveys and feedback
                          - Create and manage dashboards and reports
                          • 1. Build custom dashboards and visualizations
                            • 2. Use out-of-box Customer Service reports
                              Implement routing and work distribution2-6%- Configure unified routing
                              • 1. Set up workstreams and queues
                                • 2. Define routing rules and decision trees
                                  Manage cases and knowledge management51-55%- Implement knowledge management
                                  • 1. Configure knowledge search and recommendations
                                    • 2. Integrate knowledge with cases and portals
                                      • 3. Create and manage knowledge articles
                                        - Configure Dynamics 365 Copilot for Service
                                        - Create and manage cases
                                        • 1. Implement case routing and queues
                                          • 2. Configure case types and statuses
                                            • 3. Manage case hierarchies and relationships
                                              Implement Connected Customer Service2-6%- Set up IoT and field service integration
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