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Microsoft MB-230 Online Practice Questions and Exam Preparation

MB-230 Exam Details

  • Exam Code
    :MB-230
  • Exam Name
    :Microsoft Dynamics 365 Customer Service
  • Certification
    :Microsoft Certifications
  • Vendor
    :Microsoft
  • Total Questions
    :403 Q&As
  • Last Updated
    :May 28, 2026

Microsoft MB-230 Online Questions & Answers

  • Question 131:

    A company uses Omnichannel for Customer Service. An administrator creates a report.

    You must change reports to intraday insight reports without using customization.

    You need to determine why you are unable to switch to the intraday insight reports.

    What is the issue?

    A. The intraday insight reports need to be created in FetchXML first.
    B. Users can configure only their own intraday insight reports.
    C. Only administrators can configure the intraday insight reports.
    D. The intraday insight reports must be configured from Dynamics 365 Customer Service settings.

  • Question 132:

    DRAG DROP

    A company uses Customer Service.

    The company plans to enable a customer service agent in Omnichannel.

    You need to identify the security roles that are required for the bot user.

    What should you identify? To answer, move the appropriate security roles to the correct requirements. You may use each security role once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.

    NOTE: Each correct selection is worth one point.

    Select and Place:

  • Question 133:

    A company uses Dynamics 365 Customer Service.

    The schedule shows working intervals of 45 minutes. The intervals cause customer service representatives to have too much free time during working hours. The company wants to change the intervals to every 30 minutes.

    You need to configure the intervals.

    What should you configure?

    A. Schedule with travel time and distance
    B. Fulfillment preferences
    C. Resource crew scheduling
    D. Requirement groups
    E. Schedule within time constraints

  • Question 134:

    HOTSPOT

    You are a Dynamics 365 for Customer Service administrator.

    Your company is trying to determine whether it needs to use standard or enhanced service-level agreements (SLAs).

    You need to configure SLAs based on the requirements.

    Which type of SLAs should you use? To answer, select the appropriate option in the answer area.

    NOTE: Each correct selection is worth one point.

  • Question 135:

    You are a Dynamics 365 for Customer Service administrator.

    Your company provides standard support contracts for a total of 20 hours of email support. All 20 hours are for email support only. Phone support is offered as a premium service in allotments of 10 incidents.

    You need to set up an entitlement template for the standard support.

    What should you configure?

    A. Set up an entitlement record for each account. Set the value of the Total terms field for an entitlement to 20. Do not configure an entitlement channel.
    B. Set the value of the Total terms field for an entitlement to 20. Set the value of the entitlement channel option to Email.
    C. Set up an entitlement record for each account. Set the value of the Total terms field for an entitlement to 20. Set the entitlement channel option to Web. Set the value of the Total terms field to 20.
    D. Set the value of the Total terms field for an entitlement to 20. Set the entitlement channel option to Email. Set the value of the Total terms field to 0. Add the Phone option. Set the value of the Total Terms field to 10.

  • Question 136:

    DRAG DROP

    You need to choose which tools need to be created and configured to meet the following requirements.

    Which tools should you configure? To answer, drag the appropriate tools to the correct requirements. Each tool may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.

    NOTE: Each correct selection is worth one point.

    Select and Place:

  • Question 137:

    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.

    Your company provides clients with Dynamics 365 for Customer Service Voice of the Customer employee satisfaction surveys. The company has a standardized set of survey questions named Satisfaction Survey.

    You need to customize the survey for each client.

    Solution: Clone the satisfaction survey and customize the questions.

    Does the solution meet the goal?

    A. Yes
    B. No

  • Question 138:

    You sign in to Dynamics 365 Customer Service as a system administrator. You attempt to configure unified record routing across digital messaging channels.

    You receive the following error message:

    Some required services need to be installed before unified routing can be turned on.

    Please contact Microsoft Support.

    You need to enable unified record routing and route records.

    Which three steps must you perform? Each correct answer presents part of the solution.

    NOTE: Each correct selection is worth one point.

    A. Set up users as leads.
    B. Deploy Omnichannel for Customer Service.
    C. Enable an entity for queues.
    D. Set up users as contacts.
    E. Provision unified routing for Customer Service only.
    F. Set up users as bookable resources.

  • Question 139:

    HOTSPOT

    A company uses Dynamics 365 for Customer Service.

    You need to document the case resolution process.

    How are each of the cases resolved? To answer, select the appropriate options in the answer area.

    NOTE: Each correct selection is worth one point.

  • Question 140:

    You manage a Dynamics 365 for Customer Service environment.

    The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement.

    You need to create the entitlement for the customer.

    What should you do?

    A. Create a new template with the dates and terms. Activate the template.
    B. Delete the old entitlement. Create a new entitlement template.
    C. Add the new end date to the current entitlement and set new terms. Activate the entitlement.
    D. Make a copy of the old entitlement. Activate the copy.
    E. In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.

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