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 21, 2026

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Question 1

Your company makes use of Dynamics 365 for Customer Service. You employed as a customer service

representative.

You have been tasked with detecting and removing duplicate cases.

You decide to make use of parent-child case relationships to achieve your goal.

Does the action achieve your objective?

A : , it does

B : , it does not

Answer: B

Question 2

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 3

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

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. Determine whether the solution meets 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 creating agent scripts that have macros for quick steps for agents in a support center.

Agents need to be able to open a case from one of the steps in the agent scripts.

You need to select a type of connector to use to create the macro.

Solution: Configure the macro by using a productivity automation connector.

Does the solution meet the goal?

A : Yes

B : No

Answer: A

Question 5

Your company uses Dynamics 365 Customer Service.

You are designing a survey to send out each time a case closes. The survey must adapt to display additional

questions within the same survey if a customer chooses Dissatisfied as a survey answer.

You need to configure the survey.

Which feature should you use?

A : anching rule

B : ltiple-page survey

C : ltiple answer

D : t-survey message

Answer: A

Page: 1 / 76

Total 377 Questions | Updated On: Feb 21, 2026

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