Free Microsoft MB-230 Exam Questions

Become Microsoft Certified with updated MB-230 exam questions and correct answers

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Total 377 Questions | Updated On: Mar 28, 2025

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Question 1

A company uses Dynamics 365 Customer Service.

Agents provide incorrect responses when replying to customer issues.

You need to configure quick replies.

What should you do?

A : Add a macro in Smart assist.

B : Add a quick reply to a workstream.

C : Create a new quick reply with the category name as the title.

D : Create a new tag for each quick reply.

Answer: D

Question 2

Your company makes use of Dynamics 365 for Customer Service.

You have configured a customer service business unit as a parent of a call center, a digital response, and an

escalation business unit. These business units all have their own queues. Customer service cases are directed

to the correct parties via the queues. You have not amended any security roles.

You have been tasked with making sure that a user in the customer service business unit is able to read

queues in both the parent and child business units.

You assign the user the CSR Manager security role.

Does the action achieve your objective?

A : , it does

B : , it does not

Answer: A

Question 3

A company closes the business each year for nine business days.

You need to configure the system to reflect the business closure while minimizing the number of records that

you must create in the system.

What should you create?

A : ne customer service calendar records of a one-day duration

B : o holiday calendar records of a seven-day duration

C : ree holiday schedule records of a three-day duration

D : business closure record of a nine-day duration

Answer: D

Question 4

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

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

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 : The intraday insight reports must be configured from Dynamics 365 Customer Service settings.

D : Only administrators can configure the intraday insight reports.

Answer: D

Question 5

A company is implementing Omnichannel for Customer Service.

The company separates agents into teams for billing, new product inquiries, support, and warranty. The new

product team currently handles text messages, emails, and live chats from the company website.

The company plans to release a new product. Before the new product launch, the company wants to add the

ability to manage conversations coming in from Facebook and Twitter.

You need to configure the system with the least amount of effort.

What should you do?

A : eate a new resource characteristic.

B : eate a routing rule.

C : eate a new work stream for each channel.

D : the new channel to the existing work stream.

Answer: D

Page: 1 / 76

Total 377 Questions | Updated On: Mar 28, 2025

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