Free Microsoft MB-230 Exam Questions

Become Microsoft Certified with updated MB-230 exam questions and correct answers

Page: 1 / 76

Total 377 Questions | Updated On: Apr 03, 2026

Add To Cart

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

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 need to configure the system to involve managers when needed.

What should you configure?

A : uting rules

B : ntiment analysis

C : rkstream

D : tomer Service Insights

Answer: B

Question 4

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 5

You are a Dynamics 365 Customer Service system administrator. You work with the Customer Service Hub

application.

You need to enable entities for service-level agreements (SLAs).

For which entity can you enable SLAs?

A : ntract

B : iness unit

C : Is

D : tomer service schedule

E : liday schedule

F : count

Answer: A

Page: 1 / 76

Total 377 Questions | Updated On: Apr 03, 2026

Add To Cart