Home
Microsoft
MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant Dumps

Free Microsoft MB-230 Exam Dumps June 2026

Here you can find all the free questions related with Microsoft Dynamics 365 Customer Service Functional Consultant (MB-230) exam. You can also find on this page links to recently updated premium files with which you can practice for actual Microsoft Dynamics 365 Customer Service Functional Consultant Exam. These premium versions are provided as MB-230 exam practice tests, both as desktop software and browser based application, you can use whatever suits your style. Feel free to try the Microsoft Dynamics 365 Customer Service Functional Consultant Exam premium files for free, Good luck with your Microsoft Dynamics 365 Customer Service Functional Consultant Exam.

Question No: 1

OrderList

You need to set up the system for cases going to supervisors.

Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Answer
Explanation

https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases

Question No: 2

OrderList

You manage Dynamics 365 for Customer Service.

You need to create a list of holidays and ensure that existing service-level agreements (SLAs) observe those holidays.

Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Answer
Explanation

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create-customerservice-schedule-define-work-hours

Question No: 3

MultipleChoice

You use multiple workspaces within Dynamics 365 Customer Service insights.

You need to switch workspaces.

What should you do?

Options

ASelect Dashboard filters and then select a filter.

BNavigate to https://csi.ai.dynamics.com and then share a workspace.

CSelect My workspaces and then select a workspace.

DSelect View and then select a workspace view.

Answer
CExplanation

As an owner of a workspace, you launch sharing of a workspace by going to the My workspaces panel, hovering your mouse over the workspace name, and then selecting the share icon to open a dialog. From there, you add any users from your company's Azure Active Directory. Any viewers will receive an email notifying them with a link to the workspace.

https://cloudblogs.microsoft.com/dynamics365/it/2019/06/13/new-in-dynamics-365-customer-service-insights-share-workspaces-train-ai-model-with-renamed-topics/

Question No: 4

OrderList

You are a customer service schedule administrator for a company. The company hires an electrical engineer who will work remotely.

You need to set the resource to enable the engineer to work remotely.

Which three actions should you perform next in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Answer

Question No: 5

OrderList

You are an Omnichannel administrator for a company. The company is implementing a chat channel.

You need to route all chats relating to work orders to the field service queue.

In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order,

NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.

Answer

Question No: 6

Hotspot

A company uses Omnichannel for Customer Service.

The company has the following requirements for their agents' conversations with customers:

Agents must verify a customer's information when a chat starts.

Auto search must be enabled for knowledgebase articles based on case title.

You need to enable agent scripts.

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

Answer

Explanation

https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/automation-dictionary-keys

https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/macros

https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/smart-assist

Question No: 7

Hotspot

A company uses Omnichannel for Customer Service.

The company has the following requirements for their agents' conversations with customers:

Agents must verify a customer's information when a chat starts.

Auto search must be enabled for knowledgebase articles based on case title.

You need to enable agent scripts.

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

NOTE: Each correct selection is worth one point.

Answer

Explanation

https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/automation-dictionary-keys

https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/macros

https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/smart-assist

Question No: 8

MultipleChoice

A company has the following business units:

*Call center

*Customer service

*Digital response

*Escalation

The security roles have not been modified. The customer service business unit is the parent of all other business units. Each business unit has its own queues. Customer service cases are routed to the appropriate individuals by using the queues.

You need to ensure that a specific user within the customer service business unit can read all queues within the parent and child business units.

Which security role should you assign to the user?

Options

ACustomer service manager

BScheduler

CCustomer service representative

DSystem customizer

Answer
A

Question No: 9

Hotspot

You use Dynamics 365 for Customer Service administrator. You plan to create Voice of the Customer surveys.

You need to determine which survey question feature is needed to complete the design of the survey.

Which survey features should you use? To answer, select the appropriate survey type in the dialog box in the answer area.

NOTE: Each correct selection is worth one point.

References:

Answer

Question No: 10

OrderList

You are a Dynamics 365 for Customer Service administrator.

You must track time against enhanced service-level agreements (SLAs).

You need to add a timer.

Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

References:

Answer

Ensure the entity is enabled for SLA.Create a quick view form for each SLA KPI instance field.Add the quick view forms to the primary entity form.

Question No: 11

DragDrop

You are a Dynamics 365 for Customer Service administrator.

You need to implement queues to manage cases.

Which queue types should you use? To answer, drag the appropriate queue types to the correct scenarios. Each queue 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.

References:

Answer

Question No: 12

OrderList

You are a Dynamics 365 for Customer Service administrator. You are using Voice of the Customer and are reviewing survey

A survey responder marked 10 percent for overall satisfaction.

You need to ask additional questions based on the response.

Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

References:

Answer

Create a new response routingAdd a response condition and the question for which you want to create a ruleSelect values for the Operator, comparison Value, and Answer fieldsAdd a response action and scope

Question No: 13

Hotspot

You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search.

You need to use the knowledge base search control to locate knowledge base articles that contain each of the following words anywhere in an article, regardless of which product an article refers to:

Elevator

Motor

Sizing

How should you configure the search? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

References:

Answer

Question No: 14

Hotspot

A company uses Omnichannel for Customer Service.

The company has the following requirements for their agents' conversations with customers:

Agents must verify a customer's information when a chat starts.

Auto search must be enabled for knowledgebase articles based on case title.

You need to enable agent scripts.

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

Answer

Explanation

https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/automation-dictionary-keys

https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/macros

https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/smart-assist

Question No: 15

MultipleChoice

You are a system administrator for Dynamics 365 for Customer Service.

All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent

cases must not be closed until all child cases are closed.

You need to configure cases.

What should you do?

Options

AValidate that customer and case title fields have not been removed as fields that child cases inherit from parent cases. Add product and case-type fields to the list.
Set the closure preference setting to Don't allow parent case closure until all child cases are closed.
B. On the case entity, update the Parent case-Child case 1:N relationship field mapping to include the fields.
Create a business rule on the case entity to prevent the parent from closing if it has one or more open child cases.

CCreate a business rule.

DValidate that customer and case title fields have not been removed as fields that child cases inherit from the parent cases. Add product and case-type fields
to the list. The closure preference setting does not need to be changed. This is default behavior.

Answer
DExplanation

https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases

Question No: 16

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.

References:

Answer

Question No: 17

DragDrop

You are a Dynamics 365 for Customer Service system administrator.

You need to create service-level agreements (SLAs) to meet company requirements.

What SLA types should you use? To answer, drag the appropriate SLA types to the correct requirements. Each SLA 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.

References:

Answer

Question No: 18

OrderList

A customer uses Dynamics 365 for Customer Service.

Customer service representatives must be able to create knowledge base articles.

You need to ensure that all knowledge base articles are submitted for review and approval before they are made available to use.

Which four actions must be performed in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

References:

Answer

Create a knowledge articleMark the knowledge article for reviewApprove the articlepublish the article

Question No: 19

OrderList

You are a Dynamics 365 for Customer Service administrator.

You need to import cases from a file without applying routing rules.

Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

References:

Answer

Add a column named Route Case to the import fileAdd the value No for casea that must not be routedSave and import the import file

Question No: 20

OrderList

You are a Dynamics 365 system administrator.

Your customer service team must define goal metrics to track and measure all resolved cases.

You need to create a goal metric with a rollup field.

In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.

References:

Answer

Define the metric. ENter metric and amount data types.Creat a new rolluo field.Specify the rollup field to track against goals.Specify details about the source data the rolls up.Specify the date field that determines the goal period that the records will roll up into.

Limited Time Offer

25%

Off

Get Premium MB-230 Questions as Interactive Web-Based Practice Test or PDF