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 for Customer Service. A case in the queue is routed to you.

You will be going on a vacation.

You need to assign the case to someone else.

What should you do?

A : lease the case.

B : ute the case to another queue.

C : are the case.

D : calate the case

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. 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 3

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 4

You are a Dynamics 365 Customer Service system administrator. You work with the Customer Service Hub

application.

You need to enable entities for service-level agreements (SLAs).

For which entity can you enable SLAs?

A : ntract

B : iness unit

C : Is

D : tomer service schedule

E : liday schedule

F : count

Answer: A

Question 5

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

Page: 1 / 76

Total 377 Questions | Updated On: Apr 03, 2026

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