Microsoft MB-230日本語 dumps - in .pdf

MB-230日本語 pdf
  • Exam Code: MB-230日本語
  • Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230日本語版)
  • Updated: Sep 13, 2026
  • Q & A: 373 Questions and Answers
  • PDF Price: $69.99

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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: Sep 13, 2026
  • Q & A: 373 Questions and Answers
  • PDF Version + PC Test Engine + Online Test Engine
  • Value Pack Total: $139.98  $89.99
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Microsoft MB-230日本語 dumps - Testing Engine

MB-230日本語 Testing Engine
  • Exam Code: MB-230日本語
  • Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230日本語版)
  • Updated: Sep 13, 2026
  • Q & A: 373 Questions and Answers
  • Software Price: $69.99
  • Testing Engine

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Omnichannel For Customer Service Implementation: 30-45%

  • Power Virtual Agents Implementation: The individuals should learn how to explain the concepts and components of Virtual Agents. They also need the skills in integrating Power Virtual Agents and Dynamics 365 Customer Service. Additionally, they should be able to escalate a conversation to a live agent.
  • Work Distribution: The candidates need to possess competence in configuring workstreams, routing values, and entity routing. Additionally, they should be able to demonstrate their expertise in implementing context variables and explaining the variations between channel routing and entity routing.
  • Supervisor Experience Configuration: The learners need to demonstrate their skills in enabling sentiment analysis, customizing KPI or intra-day insight, as well as configuring intra-day insights and Omnichannel Insights dashboard.
  • Channels Management: This subdomain equips the examinees with the skills needed to configure channels, pre-chat surveys, Secure Message Service, and proactive chat. It also requires their experience in explaining the use cases for Channel Integration Frameworks and enabling chat widgets on the websites.
  • Agent Experience Configuration: This topic measures your skills in creating macros, defining agent scripts, configuring notifications, Quick Responses, as well as sessions & applications.
  • Omnichannel for Customer Service Deployment: This subtopic will evaluate the skills of the applicants in managing queues and defining user settings. It will also measure competence in configuring skill-based routing, configuring application settings, and provisioning Omnichannel for Customer Service.

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

Microsoft MB-230 certification exam covers various topics related to customer service solutions, including case management, knowledge base management, queues, entitlements, service level agreements, and voice of the customer surveys. These topics are essential for professionals who want to design and implement effective customer service solutions that meet the business requirements and customer needs. MB-230J exam also covers topics such as integration with other applications, reporting and analytics, and security and compliance.

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Microsoft MB-230日本語 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Manage cases and knowledge management51-55%- Create and manage cases
  • 1. Implement case routing and queues
    • 2. Configure case types and statuses
      • 3. Manage case hierarchies and relationships
        - 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
              Topic 2: 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
                  Topic 3: Implement Connected Customer Service2-6%- Set up IoT and field service integration
                  Topic 4: 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
                      Topic 5: 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
                            Topic 6: Implement routing and work distribution2-6%- Configure unified routing
                            • 1. Set up workstreams and queues
                              • 2. Define routing rules and decision trees
                                Topic 7: Manage entitlements and service level agreements (SLAs)15-19%- Implement SLAs
                                • 1. Define SLA KPIs and timelines
                                  • 2. Manage SLA calculations and pauses
                                    • 3. Configure SLA actions and warnings
                                      - Configure entitlements
                                      • 1. Associate entitlements with customers and cases
                                        • 2. Define entitlement terms and restrictions
                                          Topic 8: Implement Microsoft Power Platform integration2-6%- Integrate Power Apps and Power Automate
                                          • 1. Create custom forms and workflows
                                            • 2. Connect Customer Service with other apps

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