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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 311:

    HOTSPOT

    You are a Dynamics 365 for Customer Service administrator.

    You need to categorize activities and cases by using queues.

    How should you categorize each record? To answer, select the appropriate options in the answer area.

    NOTE: Each correct selection is worth one point.

  • Question 312:

    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 merge cases to achieve your goal.

    Does the action achieve your objective?

    A. Yes, it does
    B. No, it does not

  • Question 313:

    You need to implement a solution for the customer service supervisor.

    Which two security roles should you assign to the customer service supervisor?

    Each correct answer presents a complete solution.

    NOTE: Each correct selection is worth one point.

    A. Omnichannel administrator
    B. Omnichannel supervisor
    C. App profile manager administrator
    D. Productivity tools administrator

  • Question 314:

    DRAG DROP

    You need to create the dashboards.

    Which dashboard types should you use? To answer, drag the appropriate dashboard types to the correct scenario. Each dashboard type 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 315:

    A customer service manager needs a combination of case data analytics and AI insights. The information must include data from the last year.

    The customer service manager notices that the Customer Service Hub does not display the information.

    You need to resolve the issue.

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

    NOTE: Each correct selection is worth one point.

    A. Use The Knowledge analytics dashboard.
    B. Use the Customer Service historical analytics report.
    C. Enable Unified routing.
    D. Use the Suggestions for knowledge article authors report.
    E. Disable Unified routing.

  • Question 316:

    HOTSPOT

    You work for a pharmaceutical company that distributes vaccines.

    Vaccines must be kept below negative 60 degrees Celsius or they cannot be used. The company requires a solution that meets the following requirements:

    1. Monitor vaccine temperatures during transportation.

    2. Create a customer service case if the temperature goes above negative 60 degrees Celsius.

    You need to implement the solution.

    Which technologies should you use? To answer, select the appropriate options in the answer area.

    NOTE: Each correct selection is worth one point.

  • Question 317:

    You manage a Dynamics 365 for Customer Service environment. You create and activate a routing rule.

    You need to modify the routing rule to a target a queue instead of a user. You navigate to routing rule sets.

    What should you do first?

    A. Use Lookup to specify the Add to queue value.
    B. Select Edit to the command bar.
    C. Toggle the radio button for Route from user/team to queue.
    D. Deactivate the routing rule.

  • Question 318:

    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:

    1. Open the records in a new tab.

    2. Open a single record in a new session.

    3. 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.

  • Question 319:

    DRAG DROP

    You need to identify the productivity tools to use for the agents.

    Which tools should you use? To answer, move the appropriate tools to the correct requirements. You may use each tool 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 320:

    You are employed as a system administrator for your company's Dynamics 365 for Customer Service implementation.

    You have been tasked with making sure that customer service representatives have the ability to add service-level agreements (SLAs) to a record manually.

    You activate the SLA.

    Does the action achieve your objective?

    A. Yes, it does
    B. No, it does not

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