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 03, 2026

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Question 1

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 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.

A : art Assist

B : ion template for the bot

C : ntext variable

D : t in an Omnichannel Queue

Answer: C,D

Question 3

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

Question 4

You set a default entitlement for a customer.

You need to ensure that the default entitlement is automatically associated with a case.

What are two possible ways to achieve this goal? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A : eate a case.

B : date the customer, contact, or product field on an existing case.

C : date the description field on an existing case.

D : Add an activity to an existing case.

Answer: A,B

Question 5

You work for a power company that uses Dynamics 365 Customer Service. The company provides outdoor

smart light bulbs to its customers. Each bulb includes an IoT sensor with LTE capabilities.

When a light bulb begins to fail, the IoT sensor must create a work order to send the customer a replacement

bulb.

You implement Connected Customer Service with Azure IoT Central and Power Automate, but work orders are

not generated.

You need to ensure that work orders are generated.

What must you set for each bulb?

A : ntact

B : ter device

C : tomer account

D : rent device

Answer: C

Page: 1 / 76

Total 377 Questions | Updated On: Apr 03, 2026

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