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: Sep 24, 2026

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Question 1

A company has a Customer Service deployment.

The company plans to implement macros.

You need to create and configure a macro.

Which connector should you use?

A : Viva Engage connector

B : Dataverse connector

C : Office 365 Outlook connector

D : Session connector

Answer: D

Question 2

You manage a Dynamics 365 Customer Service environment. The company processes thousands of cases daily. Some cases are parent cases, but most are child cases.

When a child case is created, users report that they must re-enter information in fields from the parent case.

You need to ensure that, when a new child case is created from within the context of a parent case, information in specific fields from the parent case is passed to the child case fields.

What should you do?

A : Use a business rule.

B : Create a many-to-many relationship and update the data mapping.

C : Create a routing rule.

D : Update the attributes that the child case will inherit from the parent case.

Answer: D

Question 3

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?

A : Real-time customer sentiment

B : Forecasting

C : AI topic clustering

D : AI suggestions

Answer: D

Question 4

A company is implementing Omnichannel for Customer Service.

The company separates agents into teams for billing, new product inquiries, support, and warranty. The new

product team currently handles text messages, emails, and live chats from the company website.

The company plans to release a new product. Before the new product launch, the company wants to add the

ability to manage conversations coming in from Facebook and Twitter.

You need to configure the system with the least amount of effort.

What should you do?

A : eate a new resource characteristic.

B : eate a routing rule.

C : eate a new work stream for each channel.

D : the new channel to the existing work stream.

Answer: D

Question 5

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

Page: 1 / 76

Total 377 Questions | Updated On: Sep 24, 2026

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