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Microsoft MB-230 Exam

Certification Provider: Microsoft
Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
Number of questions in our database: 267
Exam Version: Feb. 18, 2024
MB-230 Exam Official Topics:
  • Topic 1: Describe Process of Record Creation and Update Rules
  • Topic 2: configure Queues, Holiday Schedule, Holiday Schedule, Customer Service Schedule
  • Topic 3: Configure User Work Hours, Categories and Subjects, Customer Service Security Roles, Goal Management Components
  • Topic 4: Configure Processes, Custom Business Process Flows
  • Topic 5: Implement Business Process Flows from Microsoft AppSource
  • Topic 6: Create and Configure Customer Service Visualizations Configure Customer Service Content Pack for Power BI, Customer Service Dashboards
  • Topic 7: Design and Create Customer Service Charts/ Execute and Analyze Customer Service Reports

Free Microsoft MB-230 Exam Actual Questions

The questions for MB-230 were last updated On Feb. 18, 2024

Question #1

A company has used Dynamics 365 Customer Service with Omnichannel for more than a year.

The company has experienced several product recalls over the last three months. Customer agents must follow standardized answers, approved by the legal department to respond to customer questions that are sent in from chats, texts, and phone conversations.

You need to configure the system.

Which two actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Reveal Solution Hide Solution
Correct Answer: A, B

Question #2

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

You are creating agent scripts that have macros for quick steps for agents in a support center.

Agents need to be able to open a case from one of the steps in the agent scripts.

You need to select a type of connector to use to create the macro.

Solution: Configure the macro by using a session connector.

Does the solution meet the goal?

Reveal Solution Hide Solution
Correct Answer: B

Question #3

You are creating an external-facing portal that uses capabilities of Dynamics 365 Customer Service.

When a case is closed, customers must receive an email that provides the ability to visit the knowledge base associated with the case.

You need to configure the system.

Which two options should you configure? Each correct answer presents part of a solution.

NOTE: Each correct selection is worth one point.

Reveal Solution Hide Solution
Correct Answer: A, D

Question #4

You are creating an external-facing portal that uses capabilities of Dynamics 365 Customer Service.

When a case is closed, customers must receive an email that provides the ability to visit the knowledge base associated with the case.

You need to configure the system.

Which two options should you configure? Each correct answer presents part of a solution.

NOTE: Each correct selection is worth one point.

Reveal Solution Hide Solution
Correct Answer: A, D

Question #5

A company implements Customer Service

You enable Customer Service historical analytics.

You need to identify which feature is enabled automatically when Customer Service historical analytics is enabled.

Which feature should you identify?

Reveal Solution Hide Solution
Correct Answer: A


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