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 responsible for designing surveys via Voice of the Customer (VoC).

You want to make sure that the design allows for questions to be shown or hidden according to answer

selected.

You include Client-side routing in the design.

Does the action achieve your objective?

A : , it does

B : , it does not

Answer: A

Question 2

A company is developing a Power Virtual Agents chatbot that integrates with Dynamics 365 Omnichannel for

Customer Service. The company has offices in Africa and South America.

You need to deploy Power Virtual Agents (PVAs) to all supported countries/regions.

To which three geographies should you deploy the PVAs? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A : South America

B : United States

C : Africa

D : Asia

E : Europe

Answer: A,B,C

Question 3

You manage a Dynamics 365 for Customer Service environment.

The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement.

You need to create the entitlement for the customer.

What should you do?

A : In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.

B : Delete the old entitlement. Create a new entitlement template.

C : Create a new template with the dates and terms. Activate the template.

D : Make a copy of the old entitlement. Activate the copy.

Answer: D

Question 4

You are a customer service representative for a company that uses Dynamics 365 Customer Service.

When customer service representatives find records that meet specific criteria, they must be able to do the

following:

Open the records in a new tab.

Open a single record in a new session.

Open a single record in an existing session on a new tab.

You need to meet the requirements.

Which two actions should you perform? Each correct answer part of a complete solution.

NOTE: Each correct selection is worth one point.

A : Use Global search

B : Use the Customer Service Hub.

C : Use session templates and application tab templates.

D : Use Open Record Set.

E : Use a Customer Service workspace.

Answer: A

Question 5

You need to configure the system to notify managers about unhappy patients.

What should you do?

A : nfigure Omnichannel Insights.

B : t a routing rule for escalations.

C : ange the value of the Monitor real-time customer sentiment option to Yes.

Answer: C

Page: 1 / 76

Total 377 Questions | Updated On: Jan 28, 2026

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