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: Feb 10, 2026

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Question 1

You are a customer service manager for a company using Dynamics 365 for Customer Service.

You need to set up queues to manage support. You assign a team to each queue.

What type of queue should you configure?

A : rsonal

B : ivate

C : iness unit

D : blic

Answer: B

Question 2

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 3

You need to consider the underlined segment to establish whether it is accurate.

The status reason for a Cancelled case status will read Researching.

A : adjustment required.

B : iting for details

C : rged

D : hold

Answer: C

Question 4

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.

A : South America

B : United States

C : Africa

D : Asia

E : Europe

Answer: A,B,C

Question 5

You are using Dynamics 365 Customer Service to create and activate entitlements.

Customer service representatives state that the entitlement status is set to Waiting, and they cannot use the

entitlement. You must ensure customer service representatives can use the entitlement.

You need to identify the entitlement issue.

What is the cause of the issue?

A : Products or Contact field values have not been configured before activation.

B : start date of the entitlement is in the future.

C : entitlement has expired and is awaiting renewal.

D : end date of the entitlement has been incorrectly configured to a date that has already passed.

Answer: B

Page: 1 / 76

Total 377 Questions | Updated On: Feb 10, 2026

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