Logo ExamsQA
Exit
Official Bank 0/327

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

Last updated on June 22, 2026

97% Exam Compliance
327 Total Questions
1
Question
A fitness company has several locations. The company implements Dynamics 365 Customer Service and uses it to schedule personal trainer sessions with customers.

Customers report the following issues: Customers are assigned personal trainers who do not reside at the customer's location. Customers are assigned personal trainers during the trainers’ non-working hours. You need to resolve the issues.

Which two settings should you configure? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.
Options
A resource skills
B Fulfillment Preferences
C facility resources
D Work Hours
E Customer Service Calendar
Discussion (0 comments)

to join the discussion

Community Discussion

No discussions yet. Be the first to ask!

2
Question
DRAG DROP You must create a custom web portal to support customer service processes. The portal must allow customers to chat with customer service if the customer initiates a chat conversation. You need to embed the chat widget into the web portal. Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Exhibit
Reveal Only
Discussion (0 comments)

to join the discussion

Community Discussion

No discussions yet. Be the first to ask!

3
Question
You need to ensure users can search the knowledge base from a case record.

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

NOTE: Each correct selection is worth one point.
Options
A Add the Quick Find option to the views.
B Check Knowledge Management from the case entity in the solution.
C Select the Knowledge Base Search control from the entity.
D Insert the Knowledge Base Search control on the form.
E Add Knowledge Base Search control to the dashboard.
Discussion (0 comments)

to join the discussion

Community Discussion

No discussions yet. Be the first to ask!

4
Question
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?
Options
A On the case entity, update the Parent case-Child case 1:N relationship field mapping to include the fields.
Create a business rule on the case entity to prevent the parent from closing if it has one or more open child cases.
B Validate that customer and case title fields have not been removed as fields that child cases inherit from the 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.
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. Set the closure preference setting to Don’t allow parent case closure until all child cases are closed.
D Create a business rule.
Discussion (0 comments)

to join the discussion

Community Discussion

No discussions yet. Be the first to ask!

5
Question
DRAG DROP A company deploys Dynamics 365 Customer Service. A service manager requires a new classification ruleset for Bronze-type customers. The Bronze type customers require an answer within five hours. You need to create the classification ruleset. In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.

Exhibit
Reveal Only
Discussion (0 comments)

to join the discussion

Community Discussion

No discussions yet. Be the first to ask!

Finish Practice?

Are you sure you want to finish? This will end your practice session.