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

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 a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.

You need to automatically create cases from emails sent to the support@contoso.com email address.

Solution: Create an automatic record creation and update rule. Set the Source type to Service activity, and then

select the queue.

Does the solution meet the goal?

A :

B :

Answer: B

Question 2

A customer service organization plans to implement knowledge management for a custom entity named Root

Cause Analysis.

Users must be able to search, link, and rate knowledge articles. Users must be provided with suggested

knowledge articles.

You need to configure Dynamics 365 for Customer Service.

Which three actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A : vigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root Cause Analysis.

B : a lookup to the article entity.

C : Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a knowledge base search control.

D : Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a subgrid for knowledge articles.

E : Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.

Answer: A,C

Question 3

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 4

You are using Dynamics 365 Customer Service to create and activate entitlements.

Customer service representatives state that the entitlement status is set to Waiting, and they cannot use the

entitlement. You must ensure customer service representatives can use the entitlement.

You need to identify the entitlement issue.

What is the cause of the issue?

A : Products or Contact field values have not been configured before activation.

B : start date of the entitlement is in the future.

C : entitlement has expired and is awaiting renewal.

D : end date of the entitlement has been incorrectly configured to a date that has already passed.

Answer: B

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.

An electrical engineering company is implementing Dynamics 365 Customer Service.

Engineers schedule work in one-hour blocks.

Engineers who complete a job before the end of the one-hour block must not be able to start a new job in that

same block.

Engineers who require part of an additional one-hour block to complete a job must not be able to start a new

job in that additional block.

You need to configure the fulfillment preference to meet the requirements.

Proposed solution: Change the scheduler time resolution to one hour.

Does the solution meet the goal?

A :

B :

Answer: B

Page: 1 / 76

Total 377 Questions | Updated On: Jan 14, 2026

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