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 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

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 3

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 business rules to achieve your goal.

Does the action achieve your objective?

A : , it does

B : , it does not

Answer: A

Question 4

You are a Dynamics 365 Customer Service representative.

You need to take the appropriate action when creating new cases to ensure that the automated routing rule is

applied.

What should you use?

A : to queue

B : n workflow

C : ve and route

D : are

Answer: A

Question 5

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets 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 creating agent scripts that have macros for quick steps for agents in a support center.

Agents need to be able to open a case from one of the steps in the agent scripts.

You need to select a type of connector to use to create the macro.

Solution: Configure the macro by using an Omnichannel connector.

Does the solution meet the goal?

A : Yes

B : No

Answer: B

Page: 1 / 76

Total 377 Questions | Updated On: Apr 21, 2026

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