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

  • Exam Code: MB2-718J
  • Exam Name: Microsoft Dynamics 365 for Customer Service (MB2-718日本語版)
  • Updated: Sep 12, 2026
  • Q&As: 90 Questions and Answers

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Certification Path

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:

SectionObjectives
Knowledge management- Knowledge base configuration
  • 1. Create and publish knowledge articles
    • 2. Search and use knowledge articles
      Manage cases and service requests- Case lifecycle management
      • 1. Route cases using queues
        • 2. Escalate and resolve cases
          • 3. Create and manage cases
            - Service level management
            • 1. Configure SLAs
              • 2. Track SLA compliance
                Configure Microsoft Dynamics 365 for Customer Service- Set up and configure customer service applications
                • 1. Configure service management settings
                  • 2. Configure system settings and preferences
                    • 3. Manage security roles and business units
                      Omnichannel and service automation- Service automation tools
                      • 1. Automate workflows for service cases
                        • 2. Configure routing rules
                          Reporting and analytics- Customer service reporting
                          • 1. Use dashboards and reports
                            • 2. Monitor service performance metrics

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