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MB-230 Exam Pass Guide, MB-230 Reliable Dumps Sheet

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Posted on: 06/17/25

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Microsoft MB-230 is a certification exam that focuses on the skills required to work as a Dynamics 365 Customer Service Functional Consultant. MB-230 exam validates the candidate’s expertise in configuring, managing, and implementing Microsoft Dynamics 365 Customer Service solutions. Microsoft Dynamics 365 Customer Service Functional Consultant certification ensures that the candidate has the necessary knowledge and skills to meet the customer’s business requirements and provide a seamless customer service experience.

To prepare for the MB-230 Exam, candidates can take advantage of various resources provided by Microsoft, including official training courses, practice tests, and online documentation. They can also gain hands-on experience by working with Dynamics 365 Customer Service in real-world scenarios.

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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q75-Q80):

NEW QUESTION # 75
You create and activate an entitlement for a customer. The entitlement is set to decrease allotment on case creation. The customer opens a case and you observe that the issue is caused by a bug on the software.
You need to ensure the customer allotment is not affected by this case.
What should you do?

  • A. Use the Do Not Decrement Entitlement Terms action.
  • B. Cancel the case.
  • C. Delete the case.
  • D. Use the Apply Routing Rule action.

Answer: B


NEW QUESTION # 76
You configure Dynamics 365 Customer Service. Managers require a custom dashboard with the following:
* A list of customers who have the most cases open.
* A list of customers who have the most missed service-level agreements (SLAs) sorted by contact.
* A list of top call takers for the week.
* A list of the cases that took the most amount of time to resolve.
The custom dashboard must be available for all users to use.
You need to configure the system.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:


NEW QUESTION # 77
A company uses Dynamics 365 Customer Service.
Help desk representatives must be able to open multiple sessions. Each representative must have the same application experience when logging into the application. Agents must provide a standard response depending on what the customer issue is when someone calls in for support. The standardized response must use the same language each time.
You need to configure the required features.
What should you configure? To answer drag the appropriate configurations to the correct requirements. Each configuration 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.

Answer:

Explanation:


NEW QUESTION # 78
You are implementing Omnichannel for Customer Service for a hospital.
Each customer service agent has a chat capacity of 200.
The implementation requirements are as follows:
Each agent can take no more than two chats at a time.
A new conversation must auto assign to an available agent.
You need to select the conversation options to meet the requirements.
Which options should you configure?

Answer:

Explanation:

Explanation
Graphical user interface, table Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/unified-routing-work-distribution


NEW QUESTION # 79
A computer repair company employs technicians. Some technicians fix hardware issues and some fix software issues.
A case is opened for each customer call. Technicians are sent to customers' homes when issues cannot be fixed over the phone. The company implements Dynamics 365 Customer Service and wants to start scheduling the technicians' in-person appointments.
The requirements for scheduling appointments are as follows:
Schedule an appointment with the technician who is located closest to a customer.
Schedule an appointment based on whether the issue is hardware or software.
The dispatcher who schedules appointments must not be able to configure the system.
You need to configure the system to meet the requirements.
Which options should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/manage-security-roles
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-edit-service-csh


NEW QUESTION # 80
......

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