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 21, 2026

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Question 1

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

Question 2

You are a system administrator for Dynamics 365 for Customer Service.

All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent

cases must not be closed until all child cases are closed.

You need to configure cases.

What should you do?

A : t the closure preference setting to Don’t allow parent case closure until all child cases are closed.

B : the case entity, update the Parent case-Child case 1:N relationship field mapping to include all the required fields that should map from the parent case.

C : lidate that customer and case title fields have not been removed as fields that child cases inherit from parent cases. Add product and case-type fields to the list. The closure preference setting does not need to be changed. This is default behavior.

D : lidate that customer and case title fields have not been removed as fields that child cases inherit from parent cases. Add product and case type fields to the list. Set the closure preference setting to Don’t allow parent case closure until all child cases are closed.

Answer: D

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. 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

Question 4

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

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

C : Create a new template with the dates and terms. Activate the template.

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

Answer: D

Question 5

A company uses Dynamics 365 for Customer Service. A case in the queue is routed to you.

You will be going on a vacation.

You need to assign the case to someone else.

What should you do?

A : lease the case.

B : ute the case to another queue.

C : are the case.

D : calate the case

Answer: A

Page: 1 / 76

Total 377 Questions | Updated On: Feb 21, 2026

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