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: Apr 21, 2026

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Question 1

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 2

You are describing Power Virtual Agents to executives at a company.

The executives want to know which features are available out of the box.

You need to describe these features.

Which three features are available? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A : nitor bot conversations in real time.

B : ign cases to specific users.

C : calate to a live person.

D : bots in post-chat surveys through routing rules.

E : play a view of customer cases to users.

Answer: A,C

Question 3

You are a customer service schedule administrator.

A customer has a custom entity that requires its own schedule board.

You need to create the schedule board. You configure the custom entity in the Resource Scheduling

parameters.

What should you do next?

A : a new resource requirement. Add a new view for the custom entity.

B : ange the default entity name to the custom name. Create a new schedule board for the custom entity.

C : able the schedule board. Configure Resource Scheduling Optimization.

D : nfigure the booking metadata. Create a new schedule board for the custom entity.

Answer: A

Question 4

You need to consider the underlined segment to establish whether it is accurate.

A customer service manager requires the Append access level to add new entitlement templates for customer

service representatives.

A : adjustment required.

B : ganization

C : iness unit

D : move

Answer: B

Question 5

A company closes the business each year for nine business days.

You need to configure the system to reflect the business closure while minimizing the number of records that

you must create in the system.

What should you create?

A : ne customer service calendar records of a one-day duration

B : o holiday calendar records of a seven-day duration

C : ree holiday schedule records of a three-day duration

D : business closure record of a nine-day duration

Answer: D

Page: 1 / 76

Total 377 Questions | Updated On: Apr 21, 2026

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