Microsoft MB-230 practice materials Questions Answers

Exam Code:
MB-230
Exam Name:
Microsoft Dynamics 365 for Customer Service Exam
Last Update:
Jun 01,2026

327 Questions Answers Verified by Experts!


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Microsoft MB-230 Questions for Microsoft Dynamics 365 Certification Exam 2026

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Microsoft Dynamics 365 for Customer Service MB-230 practice questions with explanations

 

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Page: 1 / 66
Total Questions: 328

Questions & Answers PDF

• Question 1

  

  A company has a service level agreement (SLA) that they will get a call back from the call center within three business days.The call center regular hours are Monday through Friday 8:00 a.m.-11:00 p.m. Eastern time.The call center is closed on New Year's Day and the day after New Year's. New Year's Day is on a Thursday this year.The company calls for support on the Tuesday before New Year's Day at 8:00 a.m.You need to determine the call center's deadline for the SLA.When will the call center miss their SLA?

  • The Monday after New Year's Day at 8:00 a.m. Eastern time
  • The Friday after New Year's Day at 8:00 a.m. Eastern time
  • The Tuesday after New Year's Day at 8:00 a.m. Eastern time
  • The Saturday after New Year's Day at 8:00 a.m. Eastern time

  Reveal Answer Answer: C Next Question

• Question 2

  

  You need to implement service-level agreements.Which type of agreements should you implement?

  • On-demand
  • Standard
  • Enhanced
  • Contact

  Reveal Answer Answer: C Next Question

• Question 3

  

  What should managers use to perform weekly reviews with case representatives?

  • Tier 1 dashboard
  • Agent Insights
  • Connected Customer Service dashboard
  • Customer Service Performance dashboard

  Reveal Answer Answer: B Next Question

• Question 4

  

  A company uses Dynamics 365 Customer Service. A client purchases a premium support package that allows six support incidents over two years.You need to set up support entitlement enforcement.Which three attributes should you configure? Each correct answer presents a part of the solution.NOTE: Each correct selection is worth one point.

  • Specify the remaining item
  • Specify the total term
  • Specify the end date
  • Set the Restrict based on entitlement terms value
  • Specify the service-level agreement (SLA)

  Reveal Answer Answer: B, C, D Next Question

• Question 5

  

  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.

  • Create a case.
  • Update the customer, contact, or product field on an existing case.
  • Update the description field on an existing case.
  • Add an activity to an existing case.

  Reveal Answer Answer: A, B Next Question

• Question 6

  

  You are a Dynamics 365 Customer Service representative.You need to take the appropriate action when creating new cases to ensure that the automated routing rule is applied.What should you use?

  • Add to queue
  • Run workflow
  • Save and route
  • Share

  Reveal Answer Answer: A Next Question

• Question 7

  

  A company enables custom context variables on a chat widget.Users report that the context variables are not being populated on new chats.You need to troubleshoot the issue by querying the event listeners.Which listener is required to be running?

  • setContextProvider
  • startProactiveChat
  • startChat
  • getContextProvider
  • initializeNewConversation

  Reveal Answer Answer: D Next Question

• Question 8

  

  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 configuring a business process flow for a case entity.All cases must be flagged for review.You need to complete configuration of the business process flow.Solution: Create an action that generates a task record that is assigned to the case reviewer and appends the text Ready for review to the case topic.Does the solution meet the goal?

  • Yes
  • No

  Reveal Answer Answer: A Next Question

• Question 9

  

  You need to enable relevance search for the custom entity.Which two actions should you perform? Each correct answer presents part of the solution.NOTE: Each correct selection is worth one point.

  • Add Quick Find to the case form.
  • Add custom entities to Configure Relevance Search in Customizations and Entities.
  • Add Knowledge Base Search control to the forms case.
  • Enable Relevance Search in System Settings.

  Reveal Answer Answer: B Next Question

• Question 10

  

  You are using Dynamics 365 for Customer Service.You need to create the entitlements for your customers.What should you do?

  • Create queues for each channel.
  • Create an entity for each channel and configure the relationship with the entitlement.
  • Configure entitlement channels.
  • Configure routing rules.

  Reveal Answer Answer: C Next Question

Page: 1 / 66
Total Questions: 328

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