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: Feb 10, 2026

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Question 1

A company uses Omnichannel for Customer Service. An administrator creates a report.

You must change reports to intraday insight reports without using customizations.

You need to determine why you are unable to switch to the intraday insight reports.

What is the issue?

A : The intraday insight reports need to be created in FetchXML first.

B : Users can configure only their own intraday insight reports.

C : The intraday insight reports must be configured from Dynamics 365 Customer Service settings.

D : Only administrators can configure the intraday insight reports.

Answer: D

Question 2

A company uses Omnichannel for Customer Service.

The company wants to configure Power Virtual Agents within Omnichannel to have automatic answers when a

customer starts a chat session.

You need to set up the prerequisites for the Power Virtual Agents.

Which three technologies should you set up? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A : rk stream

B : eues

C : ure Application ID

D : at widget

E : atbot

Answer: A,B,C

Question 3

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

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

C : Create a new template with the dates and terms. Activate the template.

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

Answer: D

Question 5

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

Page: 1 / 76

Total 377 Questions | Updated On: Feb 10, 2026

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