Total 377 Questions |
Updated On: Mar 24, 2026
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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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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.
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 private and add applicable members.
Set up the support queue to be public.
Does the solution meet the goal?
Answer: B
Question 2
You are customizing an Omnichannel for Customer Service implementation.
You configure the handoff process to Omnichannel for Customer Service from Power Virtual Agents. However,
customer conversations are not escalating to human agents.
You need to complete the configuration to resolve the issue.
Which two features should you configure? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answer: C,D
Question 3
You are a customer service representative for a company that uses Dynamics 365 Customer Service.
When customer service representatives find records that meet specific criteria, they must be able to do the
following:
Open the records in a new tab.
Open a single record in a new session.
Open a single record in an existing session on a new tab.
You need to meet the requirements.
Which two actions should you perform? Each correct answer part of a complete solution.
NOTE: Each correct selection is worth one point.
Answer: A
Question 4
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?
Answer: D
Question 5
A company is developing a Power Virtual Agents chatbot that integrates with Dynamics 365 Omnichannel for
Customer Service. The company has offices in Africa and South America.
You need to deploy Power Virtual Agents (PVAs) to all supported countries/regions.
To which three geographies should you deploy the PVAs? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Answer: A,B,C
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Total 377 Questions |
Updated On: Mar 24, 2026
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