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

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Total 377 Questions | Updated On: Apr 07, 2025

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Question 1

You need to add the confirmation step for cases.

What should you edit?

A : Common Data Service

B : Business process flow

C : Workflow

D : Power Automate

E : Environment

Answer: B

Question 2

A customer service organization plans to implement knowledge management for a custom entity named Root

Cause Analysis.

Users must be able to search, link, and rate knowledge articles. Users must be provided with suggested

knowledge articles.

You need to configure Dynamics 365 for Customer Service.

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

NOTE: Each correct selection is worth one point.

A : Navigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root Cause Analysis.

B : Add a lookup to the article entity.

C : In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a knowledge base search control.

D : In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a subgrid for knowledge articles.

E : In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.

Answer: A,C

Question 3

A customer has a Customer Service environment.

The customer plans to use service scheduling.

You need to install the service scheduling.

What should you use to install the service scheduling?

A : Business Management settings

B : AppSource

C : Power Platform admin center

D : Process Center

Answer: C

Question 4

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 access.

Agents must have access to the products to add the products to cases. The agents do not need to view the products in the sitemap.

You need to prevent agents from viewing products in the sitemap while maintaining the ability for the inventory department.

What should you do?

A : Set product privileges to Basic for the agents.

B : Configure the site map subarea privileges of the product table.

C : Set product privileges to Local for the agents.

D : Configure the site map to remove the subarea where the product is displayed.

Answer: D

Question 5

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?

A : 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 all the required fields that should map from the parent case.

C : Validate 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. The closure preference setting does not need to be changed. This is default behavior.

D : Validate 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.

Answer: D

Page: 1 / 76

Total 377 Questions | Updated On: Apr 07, 2025

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