MB-230 Exam Questions

You are an administrator of a Dynamics 365 Customer Service system for a computer support company. Team members must handle cases as follows: A case for a new customer follows a di...

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 q...

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 q...

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 q...

A customer's entitlement is not available to assign to a case. You need to determine the cause of the customer's issue. What are two possible reasons for the issue? Each correct an...

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). F...

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...

You are using Dynamics 365 Customer Service. You need to ensure that customers request support by using email, phone or web, based on their signed contracts with your company. What...

You are a Dynamics 365 system administrator. The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs. You n...

You are creating a Power Virtual Agents chatbot to handle common customer inquiries. A manager reports that some inquiries are not routing to the appropriate customer service repre...

You are configuring a queue in Omnichannel for Customer Service for a call center. You need to complete the queue configuration using the minimal number of actions. Which two actio...

You are implementing Omnichannel for Customer Service for a company. The company has set up dedicated teams to handle inquiries from different social platforms. Each team member sp...

You are an Omnichannel supervisor at a company. You install a dashboard in Power BI. You need to ensure that managers are able to access the intraday insights dashboard. What shoul...

You are customizing an Omnichannel for Customer Service implementation for a call center. The call center manager wants to create a new quick response for agents to save time typin...

Case Study 4 - Lamna Healthcare Background Lamna Healthcare Company has a call center for the city. They receive roughly 5,000 calls a day on health issues. They have the following...

Case Study 4 - Lamna Healthcare Background Lamna Healthcare Company has a call center for the city. They receive roughly 5,000 calls a day on health issues. They have the following...

You use multiple workspaces within Dynamics 365 Customer Service insights. You need to switch workspaces. What should you do?

You are configuring Dynamics 365 Customer Service workspaces. Users want to use minimal keystrokes and easy-to-use navigation to open multiple sessions. You need to configure the s...

You are describing Power Virtual Agents to executives at a company. The executives want to know which features are available out of the box. You need to describe these features. Wh...

You create a Copilot Studio agent. The agent includes Power Automate flows. You are not a system administrator. Users in your organization must collaborate to develop the agent. Yo...

You are integrating Power Virtual Agents with Omnichannel for Customer Service. You create context variables. You need to complete the handoff process to a human agent. Which three...

You create a canvas app to show trending results from a Power Virtual Agents chatbot. The results must be viewable on the Dynamics 365 Customer Service workspace home page. You nee...

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 que...

A company uses Omnichannel for Customer Service. The company wants to configure Power Virtual Agents within Omnichannel to have automatic answers when a customer starts a chat sess...

A trucking company uses a custom table named Leased Truck in Dynamics 365 Customer Service to capture leasing details. The company is implementing Connected Customer Service for Az...

You are implementing Omnichannel for Customer Service. Agents need real-time recommendations for cases about warranty issues. You need to enable the appropriate productivity tool t...

You are an IT administrator at a hospital network. Heart monitoring devices are deployed across multiple locations. The devices are managed within Dynamics 365 Connected Customer S...

You are evaluating Copilot in Customer Service for a company that has a new environment. Copilot features are already enabled. The company requires use of the capabilities within m...

You are a Dynamics 365 Customer Service administrator. Emails are automatically converted to cases. Users report that emails are no longer being converted to cases. What is the pos...

You are implementing a help desk system that enables users to submit cases by using telephone or email. You need to ensure that cases are classified correctly. What should you do?

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. Paren...

A company uses Dynamics 365 Customer Service. The app is shared by agents and the inventory department. The inventory department manages the products. The agents have read- only ac...

A company implements Dynamics 365 Customer Voice. When the company deploys an application at the end of a project, users are unable to distribute surveys. You need to assign users...

You implement Dynamics 365 Customer Service for a company. Support representatives use the Customer Service workspace. Support representatives must begin working on existing cases...

You are creating an external-facing portal that uses capabilities of Dynamics 365 Customer Service. When a case is closed, customers must receive an email that provides the ability...

You are configuring Microsoft Teams chat integration for a custom model-driven application. Users report that they are unable to use the chat feature in the app. You determine that...

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 q...

Your company uses Dynamics 365 Customer Service. You create the following support offerings. Customers must choose one of the three offerings. - Email only - Phone only - Half phon...

You are using Dynamics 365 Customer Service to create and activate entitlements. Customer service representatives state that the entitlement status is set to Waiting, and they cann...

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 s...

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 q...

A company must standardize the management of web leads and leads generated across their internal and external sales teams. You need to create an entitlement. Which type of entitlem...

You use Dynamics 365 Customer Service to manage cases. You need to create a service-level agreement (SLA) that provides a warning when two KPI values match a specified condition: F...

You are a Dynamics 365 Customer Service administrator. Your company provides standard support contracts for a total of 20 hours of support. All 20 hours are for email support only....

You are a Dynamics 365 Customer Service system administrator. You are unable to add 20 hours of phone time to the Entitlement channel. You need to determine the reason you are unab...

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 th...

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 th...

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 th...

You are a customer service schedule administrator. A customer has a custom entity that requires its own schedule board. You need to create the schedule board. You configure the cus...

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 th...