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 03, 2026

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Question 1

You are a Dynamics 365 Customer Service administrator.

Your company provides standard support contracts for a total of 20 hours of support. All 20 hours are for email

support only. Phone support is offered as a premium service in allotments of 10 incidents.

You need to set up an entitlement template for the standard support.

What should you configure?

A : Set the value of the Total Terms field for an entitlement to 50. Set the entitlement channel option to Email.Set the value of the Total terms value to 20.

B : t the value of the Total Terms field for an entitlement to 20. Set the value of the entitlement channel option to Email.

C : Set the value of the Total terms field for an entitlement to 20. Set the entitlement channel option to Email.Set the value of the Total terms field to 0.Add the Phone option.Set the value of the Total Terms field to 10.

D : Set up an entitlement record for each account. Set the value of the Total Terms field to 20. Set theentitlement channel to Web.Set the value of the Total Terms field to 20.

Answer: B

Question 2

You need to search for answers to customer claims.

Which type of search should you perform?

A : meline

B : ick Find

C : lated

D : tail

E : Relationships

Answer: 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 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 : eate a new template with the dates and terms. Activate the template.

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

C : the new end date to the current entitlement and set new terms. Activate the entitlement.

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

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

Answer: C

Question 5

You are employed as an administrator for your company’s Dynamics 365 for Customer Service implementation.

Your company has several business process flows for managing contracts.

You want to specify the default process flow.

You configure the steps of the business process flows.

Does the action achieve your objective?

A : , it does

B : , it does not

Answer: B

Page: 1 / 76

Total 377 Questions | Updated On: Apr 03, 2026

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