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

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.

A company uses Dynamics 365 Customer Service Hub.

Customer service representatives must be able to perform a relevance search on name, phone number, email,

and queue.

A customer service representative is not able to perform a relevance search for emails.

You need to ensure that the customer service representative can perform relevance searches for email

addresses.

Solution: Enable smart matching.

Does the solution meet the goal?

A :

B :

Answer: B

Question 2

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

Question 3

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 4

You are implementing Omnichannel for Customer Service for a company.

The company wants agents to serve customers through both the company's portal and Facebook page.

You need to enable the appropriate channels.

Which two channels should you enable? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A : channels

B : at

C : cebook

D : atsApp

E : cial channels

Answer: B,C

Question 5

You are a customer service representative using Dynamics 365 for Customer Service.

You need to identify and eliminate duplicate cases.

What should you do?

A : nfigure Dynamics 365 AI for Customer Service

B : business rules

C : rge cases

D : parent-child case relationships

Answer: B

Page: 1 / 76

Total 377 Questions | Updated On: Apr 21, 2026

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