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

MB2-718日本語 real exams

Exam Code: MB2-718J

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

Updated: Aug 19, 2026

Q & A: 90 Questions and Answers

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

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Microsoft MB2-718日本語 Exam Syllabus Topics:

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

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