Microsoft Dynamics 365 for Customer Service (MB2-718日本語版) : MB2-718日本語

  • Exam Code: MB2-718J
  • Exam Name: Microsoft Dynamics 365 for Customer Service (MB2-718日本語版)
  • Updated: Aug 06, 2026
  • Q&As: 90 Questions and Answers

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The Microsoft Dynamics 365 for Customer Service Certification includes only one MB2-718 exam.

Reference: https://www.microsoft.com/en-us/learning/exam-mb2-718.aspx

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Microsoft MB2-718日本語 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Manage Cases, Knowledge Base, and Interactive Service Hub35%- Configure Interactive Service Hub / Customer Service Hub
  • 1. Dashboards and streams
    • 2. Unified interface configuration
      - Implement knowledge management
      • 1. Create and publish knowledge articles
        • 2. Article search and association
          • 3. Knowledge base configuration
            - Create and manage cases
            • 1. Queues, routing, and assignment
              • 2. Entitlements and service level agreements (SLAs)
                • 3. Case lifecycle and processes
                  Topic 2: Configure Unified Service Desk20%- Session management and integration
                  - Hosted controls and configuration
                  - Toolbars, navigation rules, and events
                  Topic 3: Implement Service Management Analysis and Voice of the Customer25%- Service analytics and reporting
                  • 1. Custom views and reports
                    • 2. Dashboards and charts
                      - Voice of the Customer surveys
                      • 1. Create and configure surveys
                        • 2. Distribute and analyze survey responses
                          Topic 4: Manage Dynamics 365 Field Service Integration20%- Resource management and scheduling
                          - Products, price lists, and territories
                          - Field service and customer service integration

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