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: Feb 10, 2026

Add To Cart

Question 1

A company is implementing Omnichannel for Customer Service.

The company separates agents into teams for billing, new product inquiries, support, and warranty. The new

product team currently handles text messages, emails, and live chats from the company website.

The company plans to release a new product. Before the new product launch, the company wants to add the

ability to manage conversations coming in from Facebook and Twitter.

You need to configure the system with the least amount of effort.

What should you do?

A : eate a new resource characteristic.

B : eate a routing rule.

C : eate a new work stream for each channel.

D : the new channel to the existing work stream.

Answer: D

Question 2

You are integrating Power Virtual Agents with Omnichannel for Customer Service.

You create context variables.

You need to complete the handoff process to a human agent.

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

NOTE: Each correct selection is worth one point.

A : In Power Virtual Agents, enter the Power Virtual Agents Application ID.

B : In the Power Virtual Agents topic, add the Transfer to Agent node in the End the conversation node.

C : In the Omnichannel Administration app, add a user as a virtual agent.

D : In Power Virtual Agents, disable the Teams channel.

E : In Power Virtual Agents, select Transfer to agent.

Answer: A,B

Question 3

You use Dynamics 365 for Customer Service.

You need to create business process flows.

Which three entities can you use? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A : al

B :

C : tter

D : cial activity

E : llup queries

Answer: B,C,D

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 need to configure the system to meet the three-day and seven-day timeframes.

What should you configure?

A : titlement conditions

B : rkflows

C : wer Automate

D : rvice Level Agreement conditions

Answer: D

Page: 1 / 76

Total 377 Questions | Updated On: Feb 10, 2026

Add To Cart