Microsoft MB-230 Exam Dumps - Latest Preparation Material [2026]

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Microsoft MB-230 Exam Syllabus Topics:

SectionObjectives
Topic 1: Configure Dynamics 365 Customer Service- Configure customer service applications
  • 1. Set up Dynamics 365 Customer Service app
    • 2. Configure basic system settings
      - Manage cases and queues
      • 1. Case lifecycle management
        • 2. Queue configuration and routing
          Topic 2: Implement omnichannel for customer service- Omnichannel setup
          • 1. Routing and work distribution
            • 2. Chat, voice, and messaging configuration
              Topic 3: Manage service level agreements (SLAs) and entitlements- SLAs configuration
              • 1. Track SLA compliance
                • 2. Define SLA KPIs
                  - Entitlements
                  • 1. Create and manage entitlements
                    Topic 4: Manage cases and knowledge- Knowledge management
                    • 1. Search and knowledge usage
                      • 2. Knowledge articles creation and lifecycle
                        - Case management
                        • 1. Automate case routing
                          • 2. Create and resolve cases
                            Topic 5: Analyze and improve customer service insights- Reporting and dashboards
                            • 1. Use analytics in Customer Service

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                              Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q274-Q279):

                              NEW QUESTION # 274
                              A company uses Dynamics 365 Customer Service and Microsoft Teams.
                              A project requires the creation of an automated tool to provide recommendations when addressing specific client needs. The tool must be interactive and allow agents to best serve their client base. All communications will be run through Teams chat You need to configure the smart assist chatbot 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.

                              Answer:

                              Explanation:

                              Explanation:
                              * Configure the chatbot App settings file12.
                              * Publish the webapp to the Microsoft Azure tenant12.
                              * Update the chatbot messaging endpoint12.
                              * Enable the Teams channel12.
                              * Set the Smart Assist Admin configuration3.
                              * Test the chatbot12.
                              For more information, you can refer to the following links:
                              * Build a smart assist bot
                              * Manage smart assist


                              NEW QUESTION # 275
                              You are a Dynamics 365 Customer Service administrator.
                              You need to add a new status reason to the case entity.
                              What are two possible ways to accomplish the goal? Each correct answer presents a complete solution.
                              NOTE: Each correct selection is worth one point.

                              Answer: B,C

                              Explanation:
                              Reference:
                              https://docs.microsoft.com/en-us/dynamics365/customer-service/define-status-reason-transitions-casemanagement


                              NEW QUESTION # 276
                              You are implementing Dynamics 365 for Customer Service.
                              You need to set up available working hours to help desk representatives who have varying schedules.
                              What should you do? To answer, select the appropriate options in the answer area.
                              NOTE: Each correct selection is worth one point.

                              Answer:

                              Explanation:

                              Explanation:


                              NEW QUESTION # 277
                              You are a customer service representative using Dynamics 365 Customer Service Hub.
                              You need to link the knowledge base records that relate to cases and send articles to customers.
                              Which three 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 them correct order.

                              Answer:

                              Explanation:


                              NEW QUESTION # 278
                              A company uses Dynamics 365 for Customer Service.
                              You need to document the case resolution process.
                              How are each of the cases resolved? To answer, select the appropriate options in the answer area.
                              NOTE: Each correct selection is worth one point.

                              Answer:

                              Explanation:

                              Explanation:

                              References:
                              https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hubuse


                              NEW QUESTION # 279
                              ......

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