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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: Mar 24, 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 the customization to include Knowledge Management.
Does the solution meet the goal?

Answer: B
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. 

Answer: A,B
Question 3

You are a Dynamics 365 Customer Service representative.
You need to take the appropriate action when creating new cases to ensure that the automated routing rule is
applied.
What should you use?

Answer: A
Question 4

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?

Answer: B
Question 5

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.
You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1
and level2.
You need to set up the queues to meet the following requirements:
Users must have their own queues that no one else can access.
Users must not be able to view each other's queue.
Users must be able to work from the support queue.
Solution:
Set up each user queue to be private.
Set up level1 and level2 queues to be public and add applicable members.
Set up the support queue to be public.
Does the solution meet the goal?

Answer: B
Page:    1 / 76      
Total 377 Questions | Updated On: Mar 24, 2026
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