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: Aug 12, 2026

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Question 1

You are a customer service representative for a company that uses Dynamics 365 Customer Service.

When customer service representatives find records that meet specific criteria, they must be able to do the

following:

Open the records in a new tab.

Open a single record in a new session.

Open a single record in an existing session on a new tab.

You need to meet the requirements.

Which two actions should you perform? Each correct answer part of a complete solution.

NOTE: Each correct selection is worth one point.

A : Use Global search

B : Use the Customer Service Hub.

C : Use session templates and application tab templates.

D : Use Open Record Set.

E : Use a Customer Service workspace.

Answer: A

Question 2

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 3

You are a customer service schedule administrator.

A customer has a custom entity that requires its own schedule board.

You need to create the schedule board. You configure the custom entity in the Resource Scheduling

parameters.

What should you do next?

A : a new resource requirement. Add a new view for the custom entity.

B : ange the default entity name to the custom name. Create a new schedule board for the custom entity.

C : able the schedule board. Configure Resource Scheduling Optimization.

D : nfigure the booking metadata. Create a new schedule board for the custom entity.

Answer: A

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

A customer service organization plans to implement knowledge management for a custom entity named Root

Cause Analysis.

Users must be able to search, link, and rate knowledge articles. Users must be provided with suggested

knowledge articles.

You need to configure Dynamics 365 for Customer Service.

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

NOTE: Each correct selection is worth one point.

A : vigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root Cause Analysis.

B : a lookup to the article entity.

C : Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a knowledge base search control.

D : Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a subgrid for knowledge articles.

E : Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.

Answer: A,C

Page: 1 / 76

Total 377 Questions | Updated On: Aug 12, 2026

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