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: Feb 21, 2026

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Question 1

You make use of Dynamics 365 Customer Service. You have recently acquired Omnichannel for Customer

Service.

You want to make sure that an agent is unable to view a client’s credit card data in a live chat.

Which of the following actions should you take?

A : u should configure a business rule.

B : u should configure a data masking rule.

C : u should configure data encryption.

D : u should configure a routing rule.

Answer: B

Question 2

Your company makes use of Dynamics 365 for Customer Service.

You have configured a customer service business unit as a parent of a call center, a digital response, and an

escalation business unit. These business units all have their own queues. Customer service cases are directed

to the correct parties via the queues. You have not amended any security roles.

You have been tasked with making sure that a user in the customer service business unit is able to read

queues in both the parent and child business units.

You assign the user the CSR Manager security role.

Does the action achieve your objective?

A : , it does

B : , it does not

Answer: A

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 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

Question 5

A company uses Dynamics 365 Customer Service. The app is shared by agents and the inventory department. The inventory department manages the products. The agents have read-only access.

Agents must have access to the products to add the products to cases. The agents do not need to view the products in the sitemap.

You need to prevent agents from viewing products in the sitemap while maintaining the ability for the inventory department.

What should you do?

A : Set product privileges to Basic for the agents.

B : Configure the site map subarea privileges of the product table.

C : Set product privileges to Local for the agents.

D : Configure the site map to remove the subarea where the product is displayed.

Answer: D

Page: 1 / 76

Total 377 Questions | Updated On: Feb 21, 2026

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