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 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

You have been tasked with creating a phone call activity. You want to make sure that the activity appears on

the case record timeline.

Which of the following is the field that should be modified during the process?

A : ner

B : garding

C : tachments

D : tes

Answer: B

Question 3

Your company uses Dynamics 365 Customer Service.

You are designing a survey to send out each time a case closes. The survey must adapt to display additional

questions within the same survey if a customer chooses Dissatisfied as a survey answer.

You need to configure the survey.

Which feature should you use?

A : anching rule

B : ltiple-page survey

C : ltiple answer

D : t-survey message

Answer: A

Question 4

You need to configure the system to notify managers about unhappy patients.

What should you do?

A : nfigure Omnichannel Insights.

B : t a routing rule for escalations.

C : ange the value of the Monitor real-time customer sentiment option to Yes.

Answer: C

Question 5

A company uses Omnichannel for Customer Service. An administrator creates a report.

You must change reports to intraday insight reports without using customizations.

You need to determine why you are unable to switch to the intraday insight reports.

What is the issue?

A : The intraday insight reports need to be created in FetchXML first.

B : Users can configure only their own intraday insight reports.

C : The intraday insight reports must be configured from Dynamics 365 Customer Service settings.

D : Only administrators can configure the intraday insight reports.

Answer: D

Page: 1 / 76

Total 377 Questions | Updated On: Apr 21, 2026

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