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: Jun 06, 2025

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Question 1

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 2

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 3

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?

A :

B :

Answer: B

Question 4

You need to add the confirmation step for cases.

What should you edit?

A : mmon Data Service

B : iness process flow

C : rkflow

D : wer Automate

E : vironment

Answer: B

Question 5

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?

A : to queue

B : n workflow

C : ve and route

D : are

Answer: A

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Total 377 Questions | Updated On: Jun 06, 2025

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