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: Jan 14, 2026

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Question 1

You are employed as an administrator for your company’s Dynamics 365 for Customer Service implementation.

You are preparing to merge duplicate cases.

Which of the following is TRUE with regards to the state of the case and the status after these duplicate cases

have been merged?

A : state of the case will change to Resolved and the state will change to Canceled.

B : state of the case will change to Merged and the state will change to Merged.

C : state of the case will change to Deleted and the state will change to Resolved.

D : state of the case will change to Canceled and the state will change to Merged.

Answer: D

Question 2

A customer has a Customer Service environment.

The customer plans to use service scheduling.

You need to install the service scheduling.

What should you use to install the service scheduling?

A : Business Management settings

B : AppSource

C : Power Platform admin center

D : Process Center

Answer: C

Question 3

A customer needs to know how data from third-party applications can be reported on in a Customer Service

Insights dashboard.

You need to advise the customer on how to display the data.

What should the customer use?

A : ad and opportunity data from Common Data Service

B : ll intelligence data from Common Data Service

C : ng web search for data creation data in Common Data Service

D : ta integration data maps with Common Data Service

Answer: D

Question 4

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 a productivity automation connector.

Does the solution meet the goal?

A : Yes

B : No

Answer: A

Question 5

You are a Dynamics 365 Customer Service administrator.

Your company provides standard support contracts for a total of 20 hours of support. All 20 hours are for email

support only. Phone support is offered as a premium service in allotments of 10 incidents.

You need to set up an entitlement template for the standard support.

What should you configure?

A : Set the value of the Total Terms field for an entitlement to 50. Set the entitlement channel option to Email.Set the value of the Total terms value to 20.

B : t the value of the Total Terms field for an entitlement to 20. Set the value of the entitlement channel option to Email.

C : Set the value of the Total terms field for an entitlement to 20. Set the entitlement channel option to Email.Set the value of the Total terms field to 0.Add the Phone option.Set the value of the Total Terms field to 10.

D : Set up an entitlement record for each account. Set the value of the Total Terms field to 20. Set theentitlement channel to Web.Set the value of the Total Terms field to 20.

Answer: B

Page: 1 / 76

Total 377 Questions | Updated On: Jan 14, 2026

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