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  • Exam Code: MB-230日本語
  • Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230日本語版)
  • Updated: Jul 21, 2026
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MB-230: Microsoft Dynamics 365 Customer Service Exam Certification Path

MB-230: Microsoft Dynamics 365 Customer Service Exam is foundation level Certification. As such There is no prerequisite for this course. Anyone who is having keen and familiar with Microsoft technology are well invited to pursue this certification.

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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
Implement Customer Service multi-session experience5-9%- Configure Customer Service workspace
  • 1. Set up app profiles and session templates
    • 2. Integrate channels and productivity tools
      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
          Implement Connected Customer Service2-6%- Set up IoT and field service integration
          Implement scheduling10-14%- Configure service scheduling
          • 1. Set up resources and resource groups
            • 2. Define service activities and requirements
              • 3. Implement scheduling rules and availability
                Manage entitlements and service level agreements (SLAs)15-19%- Implement SLAs
                • 1. Configure SLA actions and warnings
                  • 2. Define SLA KPIs and timelines
                    • 3. Manage SLA calculations and pauses
                      - Configure entitlements
                      • 1. Associate entitlements with customers and cases
                        • 2. Define entitlement terms and restrictions
                          Manage analytics, visualizations, and insights5-9%- Create and manage dashboards and reports
                          • 1. Build custom dashboards and visualizations
                            • 2. Use out-of-box Customer Service reports
                              - Implement Customer Voice surveys and feedback
                              Implement routing and work distributionnull- Configure unified routing
                              • 1. Set up workstreams and queues
                                • 2. Define routing rules and decision trees
                                  Manage cases and knowledge management51-55%- Configure Dynamics 365 Copilot for Service
                                  - Implement knowledge management
                                  • 1. Integrate knowledge with cases and portals
                                    • 2. Configure knowledge search and recommendations
                                      • 3. Create and manage knowledge articles
                                        - Create and manage cases
                                        • 1. Manage case hierarchies and relationships
                                          • 2. Configure case types and statuses
                                            • 3. Implement case routing and queues

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