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 set a default entitlement for a customer.

You need to ensure that the default entitlement is automatically associated with a case.

What are two possible ways to achieve this goal? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A : eate a case.

B : date the customer, contact, or product field on an existing case.

C : date the description field on an existing case.

D : Add an activity to an existing case.

Answer: A,B

Question 2

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

Question 3

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

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

You are configuring Dynamics 365 Customer Service workspaces. Users want to use minimal keystrokes and easy-to-use navigation to open multiple sessions. You need to configure the simplified navigation experience. What should you do?

A : n the simplified navigation settings code in the browser console window within Dynamics 365 Customer Service.

B : able the appropriate features in the Power Platform admin center of the Dynamics 365 Customer Service environment.

C : nfigure the settings in the Agent Experience area of the Customer Service Hub.

D : nfigure the settings in the administration console.

Answer: D

Page: 1 / 76

Total 377 Questions | Updated On: Feb 10, 2026

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