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 10, 2026

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Question 1

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 : eate a new template with the dates and terms. Activate the template.

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

C : the new end date to the current entitlement and set new terms. Activate the entitlement.

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

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

Answer: C

Question 2

Note: This question is part of a series of questions that present the same scenario. Each question in

the series contains a unique solution that might meet the stated goals. Some question sets might have

more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these

questions will not appear in the review screen.

A company uses Dynamics 365 Customer Service Hub.

Customer service representatives must be able to perform a relevance search on name, phone number, email,

and queue.

A customer service representative is not able to perform a relevance search for emails.

You need to ensure that the customer service representative can perform relevance searches for email

addresses.

Solution: Enable smart matching.

Does the solution meet the goal?

A :

B :

Answer: B

Question 3

Note: This question is part of a series of questions that present the same scenario. Each question in

the series contains a unique solution that might meet the stated goals. Some question sets might have

more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these

questions will not appear in the review screen.

You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1

and level2.

You need to set up the queues to meet the following requirements:

Users must have their own queues that no one else can access.

Users must not be able to view each other's queue.

Users must be able to work from the support queue.

Solution:

Set up each user queue to be private.

Set up level1 and level2 queues to be public and add applicable members.

Set up the support queue to be public.

Does the solution meet the goal?

A :

B :

Answer: B

Question 4

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 5

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

Page: 1 / 76

Total 377 Questions | Updated On: Feb 10, 2026

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