Free Microsoft MB-230 Exam Questions

Become Microsoft Certified with updated MB-230 exam questions and correct answers

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Total 377 Questions | Updated On: Jan 28, 2026

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Question 1

You are implementing Omnichannel for Customer Service for a company.

The company wants agents to serve customers through both the company's portal and Facebook page.

You need to enable the appropriate channels.

Which two channels should you enable? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A : channels

B : at

C : cebook

D : atsApp

E : cial channels

Answer: B,C

Question 2

Your company makes use of Dynamics 365 for Customer Service. You employed as a customer service

representative.

You have been tasked with detecting and removing duplicate cases.

You decide to make use of parent-child case relationships to achieve your goal.

Does the action achieve your objective?

A : , it does

B : , it does not

Answer: B

Question 3

A company uses Omnichannel for Customer Service. An administrator creates a report.

You must change reports to intraday insight reports without using customizations.

You need to determine why you are unable to switch to the intraday insight reports.

What is the issue?

A : The intraday insight reports need to be created in FetchXML first.

B : Users can configure only their own intraday insight reports.

C : The intraday insight reports must be configured from Dynamics 365 Customer Service settings.

D : Only administrators can configure the intraday insight reports.

Answer: D

Question 4

You are integrating Power Virtual Agents with Omnichannel for Customer Service.

You create context variables.

You need to complete the handoff process to a human agent.

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

NOTE: Each correct selection is worth one point.

A : In Power Virtual Agents, enter the Power Virtual Agents Application ID.

B : In the Power Virtual Agents topic, add the Transfer to Agent node in the End the conversation node.

C : In the Omnichannel Administration app, add a user as a virtual agent.

D : In Power Virtual Agents, disable the Teams channel.

E : In Power Virtual Agents, select Transfer to agent.

Answer: A,B

Question 5

You need to configure the chatbot.

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

NOTE: Each correct selection is worth one point.

A : the chatbot to an existing human agent queue.

B : nfigure context variables for the chatbot.

C : able a Power Virtual Agents chatbot to end conversations.

D : eate a chatbot queue and a human agent queue.

E : able AI suggestions with the chatbot.

Answer: B,D

Page: 1 / 76

Total 377 Questions | Updated On: Jan 28, 2026

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