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: Jan 28, 2026

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Question 1

You are configuring a queue in Omnichannel for Customer Service for a call center.

You need to complete the queue configuration using the minimal number of actions.

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

NOTE: Each correct selection is worth one point.

A : nfigure the mailbox for the queue

B : t the record creation and update rules for the queue

C : t the queue priority for the queue

D : able the queue for auto work distribution

Answer: C,D

Question 2

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 3

You work for a power company that uses Dynamics 365 Customer Service. The company provides outdoor

smart light bulbs to its customers. Each bulb includes an IoT sensor with LTE capabilities.

When a light bulb begins to fail, the IoT sensor must create a work order to send the customer a replacement

bulb.

You implement Connected Customer Service with Azure IoT Central and Power Automate, but work orders are

not generated.

You need to ensure that work orders are generated.

What must you set for each bulb?

A : ntact

B : ter device

C : tomer account

D : rent device

Answer: C

Question 4

You manage a Dynamics 365 Customer Service environment. The company processes thousands of cases daily. Some cases are parent cases, but most are child cases.

When a child case is created, users report that they must re-enter information in fields from the parent case.

You need to ensure that, when a new child case is created from within the context of a parent case, information in specific fields from the parent case is passed to the child case fields.

What should you do?

A : Use a business rule.

B : Create a many-to-many relationship and update the data mapping.

C : Create a routing rule.

D : Update the attributes that the child case will inherit from the parent case.

Answer: D

Question 5

You make use of Dynamics 365 Customer Service. You have recently acquired Omnichannel for Customer

Service.

You want to make sure that an agent is unable to view a client’s credit card data in a live chat.

Which of the following actions should you take?

A : u should configure a business rule.

B : u should configure a data masking rule.

C : u should configure data encryption.

D : u should configure a routing rule.

Answer: B

Page: 1 / 76

Total 377 Questions | Updated On: Jan 28, 2026

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