Free Practice Microsoft MB-230 Exam Questions 2025

Stay ahead with 100% Free Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 Dumps Practice Questions

Page: 1 / 76

Total 377 Questions | Updated On: Feb 15, 2025

Add To Cart

Question 1

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:

Open the records in a new tab.

Open a single record in a new session.

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.

Answer: A

Question 2

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 to visit the knowledge base associated with the case.

You need to configure the system.

Which two options should you configure? Each correct answer presents part of a solution.

NOTE: Each correct selection is worth one point.

A : In Dynamics 365 Customer Service, enter the portal URL that will be used to create external (public facing) portal links for knowledge articles in the Knowledge Solution field.

B : In Dynamics 365 Customer Service, under Knowledge Source, in the Knowledge Solution field, enable sharing the knowledge article as a link in the email sent to the customer.

C : In the Knowledge Articles Feedback section, set Enable users to provide feedback on knowledge articles from search control to Yes.

D : In Dynamics 365 Customer Service, ensure that the representative closing the case attaches the knowledge article to the record.

Answer: A,B

Question 3

You need to configure the chat channel.

What should you configure?

A : proactive chat

B : workstream

C : quick replies

D : persistent chat

Answer: B

Question 4

You are implementing Omnichannel for Customer Service for a company.

The company wants agents to serve customers through both the company's portal and Facebook page.

You need to enable the appropriate channels.

Which two channels should you enable? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A : SMS channels

B : Chat

C : Facebook

D : WhatsApp

E : Social channels

Answer: B,C

Question 5

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 : nine customer service calendar records of a one-day duration

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

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

D : one business closure record of a nine-day duration

Answer: D

Page: 1 / 76

Total 377 Questions | Updated On: Feb 15, 2025

Add To Cart