Microsoft Dynamics 365 for Customer Service Exam (MB-230) - Microsoft

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Sample MB-230 Exam Questions & Explanations

Practice with real question formats, multiple choice options, and detailed answer explanations for Microsoft MB-230.

Question #1 Verified Q&A
DRAG DROP You need to configure the system to store answers about claims.<br />
<br />
Which four actions should you perform in sequence? To answer, move all actions from the list to the
Explanation:
<img src="https://examsqa.com/storage/question-images/microsoft-dynamics-365-for-customer-service-exam-mb-230_page_4_Im3.jpg" alt="Exhibit" style="max-width: 100%; height: auto;" /><br />
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<img src="https://examsqa.com/storage/question-images/microsoft-dynamics-365-for-customer-service-exam-mb-230_page_4_Im4.jpg" alt="Exhibit" style="max-width: 100%; height: auto;" /><br />
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Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide- knowledge-article
Question #2 Verified Q&A
HOTSPOT You need to create and configure objects to support the requirements. How should you configure the system? To answer, select the appropriate options in the answer area.<br />
<br />
NOTE: Each correct selection is worth one point.<br />
<br />
<img src="https://examsqa.com/storage/question-images/microsoft-dynamics-365-for-customer-service-exam-mb-230_page_5_Im5.jpg" alt="Exhibit" style="max-width: 100%; height: auto;" />
Explanation:
<img src="https://examsqa.com/storage/question-images/microsoft-dynamics-365-for-customer-service-exam-mb-230_page_6_Im6.jpg" alt="Exhibit" style="max-width: 100%; height: auto;" />
Question #3 Verified Q&A
You need to configure the queue for telephone-based cases.<br />
<br />
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.<br />
<br />
NOTE: Each correct selection is worth one point.
A Automatically create or update records.
B Create a case routing rule.
C Define an SLA and entitlements and set entitlement values for case numbers.
D Create a case from email.
E Configure a status reason transition.
Question #4 Verified Q&A
HOTSPOT You need to configure the correct settings. Which settings should you configure? To answer, select the appropriate options in the answer area.<br />
<br />
NOTE: Each correct selection is worth one point.<br />
<br />
<img src="https://examsqa.com/storage/question-images/microsoft-dynamics-365-for-customer-service-exam-mb-230_page_7_Im7.jpg" alt="Exhibit" style="max-width: 100%; height: auto;" />
Explanation:
<img src="https://examsqa.com/storage/question-images/microsoft-dynamics-365-for-customer-service-exam-mb-230_page_7_Im8.jpg" alt="Exhibit" style="max-width: 100%; height: auto;" />
Question #5 Verified Q&A
You need to search for answers to customer claims.<br />
<br />
Which type of search should you perform?
A Quick Find
B Case Relationships
C Detail
D Related
E Timeline
Correct Answer: Quick Find
Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articles- csh#knowledgebase- search-control

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Common questions about the Microsoft MB-230 certification practice test

How many questions are in the Microsoft MB-230 practice exam on ExamsQA?
Our MB-230 (Microsoft Dynamics 365 for Customer Service Exam) practice question bank currently includes 327 verified questions with comprehensive explanations.
Are the MB-230 exam practice questions up to date for 2026?
Yes, all Microsoft MB-230 practice questions are regularly updated and verified against current exam objectives.
Will the MB-230 practice questions help me pass on my first attempt?
The MB-230 (Microsoft Dynamics 365 for Customer Service Exam) question bank is built to mirror the real exam's format and topics, with detailed explanations for every answer so you understand the reasoning — not just memorize responses.
Is there a free demo available for MB-230 Microsoft Dynamics 365 for Customer Service Exam?
Yes, ExamsQA offers free demo questions for the MB-230 exam so you can test the interface and question quality before purchasing full access.