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: Apr 21, 2026

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Question 1

Your company makes use of Dynamics 365 for Customer Service.

You have configured a customer service business unit as a parent of a call center, a digital response, and an

escalation business unit. These business units all have their own queues. Customer service cases are directed

to the correct parties via the queues. You have not amended any security roles.

You have been tasked with making sure that a user in the customer service business unit is able to read

queues in both the parent and child business units.

You assign the user the CSR Manager security role.

Does the action achieve your objective?

A : , it does

B : , it does not

Answer: A

Question 2

You need to configure the chatbot.

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

NOTE: Each correct selection is worth one point.

A : the chatbot to an existing human agent queue.

B : nfigure context variables for the chatbot.

C : able a Power Virtual Agents chatbot to end conversations.

D : eate a chatbot queue and a human agent queue.

E : able AI suggestions with the chatbot.

Answer: B,D

Question 3

You are configuring Dynamics 365 Customer Service workspaces. Users want to use minimal keystrokes and easy-to-use navigation to open multiple sessions. You need to configure the simplified navigation experience. What should you do?

A : n the simplified navigation settings code in the browser console window within Dynamics 365 Customer Service.

B : able the appropriate features in the Power Platform admin center of the Dynamics 365 Customer Service environment.

C : nfigure the settings in the Agent Experience area of the Customer Service Hub.

D : nfigure the settings in the administration console.

Answer: D

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.

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 5

You use Dynamics 365 for Customer Service.

You need to create business process flows.

Which three entities can you use? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A : al

B :

C : tter

D : cial activity

E : llup queries

Answer: B,C,D

Page: 1 / 76

Total 377 Questions | Updated On: Apr 21, 2026

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