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 27, 2026

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Question 1

You need to configure the system to notify managers about unhappy patients.

What should you do?

A : nfigure Omnichannel Insights.

B : t a routing rule for escalations.

C : ange the value of the Monitor real-time customer sentiment option to Yes.

Answer: C

Question 2

You are a Dynamics 365 Customer Service administrator.

You are configuring a case dashboard.

You need to filter the dashboard to show only escalated cases and cases that are marked as Request.

Which filter should you use?

A : meframe

B : iority

C : obal

D : ual

Answer: C

Question 3

A company uses Dynamics 365 Customer Service. The app is shared by agents and the inventory department. The inventory department manages the products. The agents have read-only access.

Agents must have access to the products to add the products to cases. The agents do not need to view the products in the sitemap.

You need to prevent agents from viewing products in the sitemap while maintaining the ability for the inventory department.

What should you do?

A : Set product privileges to Basic for the agents.

B : Configure the site map subarea privileges of the product table.

C : Set product privileges to Local for the agents.

D : Configure the site map to remove the subarea where the product is displayed.

Answer: D

Question 4

A company uses Dynamics 365 Customer Service.

Agents provide incorrect responses when replying to customer issues.

You need to configure quick replies.

What should you do?

A : Add a macro in Smart assist.

B : Add a quick reply to a workstream.

C : Create a new quick reply with the category name as the title.

D : Create a new tag for each quick reply.

Answer: D

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.

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?

A :

B :

Answer: B

Page: 1 / 76

Total 377 Questions | Updated On: Apr 27, 2026

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