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 14, 2026

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Question 1

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 2

You need to configure the chatbot.

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

NOTE: Each correct selection is worth one point.

A : the chatbot to an existing human agent queue.

B : nfigure context variables for the chatbot.

C : able a Power Virtual Agents chatbot to end conversations.

D : eate a chatbot queue and a human agent queue.

E : able AI suggestions with the chatbot.

Answer: B,D

Question 3

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 4

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

You need to set up queues to manage support. You assign a team to each queue.

What type of queue should you configure?

A : rsonal

B : ivate

C : iness unit

D : blic

Answer: B

Question 5

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

Page: 1 / 76

Total 377 Questions | Updated On: Apr 14, 2026

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