[2025] MB-230 Answers MB-230 Free Demo Are Based On The Real Exam
MB-230 [Apr-2025 Newly Released] Exam Questions For You To Pass
Microsoft MB-230 certification exam is designed for professionals who are interested in gaining expertise in customer service functional consulting for Microsoft Dynamics 365. Microsoft Dynamics 365 Customer Service Functional Consultant certification exam tests the candidate's knowledge of customer service processes, service level agreements, entitlements, omnichannel, voice of the customer, and customer service analytics. MB-230 exam focuses on the practical application of these skills in a real-world environment and is designed for individuals who have hands-on experience with Microsoft Dynamics 365 Customer Service.
How to Register For Exam MB-230: Microsoft Dynamics 365 Customer Service?
NEW QUESTION # 125
You need to configure the system to meet the workspace requirements for case representatives.
Which role should you assign to case representatives?
- A. Customer Service Schedule Administrator
- B. CSR Manager
- C. Viewer
- D. Owner
- E. Maker
Answer: C
NEW QUESTION # 126
You are customizing a Dynamics 365 Customer Service implementation for a call center.
The call center wants to enable SMS as a channel for the customer service department.
You need to complete the SMS channel configuration.
Which account information should you use for each provider? To answer, drag the appropriate types of account information to the correct SMS channel provider. Each type of account information 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.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Graphical user interface, application Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel-twilio
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel
NEW QUESTION # 127
You need to determine the type of queues to create.
How should access to the queues be configured? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Box 1: Private
Miscellaneous queues must be visible to everyone
The other queues must be visible only to the appropriate department.
In Customer Service, you can create two types of queues:
Private queues: Create with limited set of members to help those members easily view the queue items in that queue. Private queues streamline queue items for the members of that queue only and help to remove clutter from other user's views.
Public queues: Create to let everyone in the organization view the queue and all of its items.
Box 2: Public
Miscellaneous queues must be visible to everyone.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases
NEW QUESTION # 128
You need to configure the correct settings.
Which settings should you configure? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Graphical user interface, text, application, email Description automatically generated
NEW QUESTION # 129
You are a Dynamics 365 administrator.
You need to determine which type of dashboard needs to be created for different scenarios.
Which dashboard type should you use? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Graphical user interface, text, application, email Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-dashboard
NEW QUESTION # 130
You need to ensure cases are handled correctly.
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
Graphical user interface, text, application, email Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/overview-unified-routing
NEW QUESTION # 131
You are a Dynamics 365 for Customer Service administrator.
You need to implement queues to manage cases.
Which queue types should you use? To answer, drag the appropriate queue types to the correct scenarios. Each queue type 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.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queuesmanage-ac
NEW QUESTION # 132
Case Study 1 - Humongous Insurance
Background
Humongous Insurance is contracted to process all insurance claims for a health facility that accepts the following types of health insurance:
Health maintenance organization (HMO)
Preferred-provider organization (PPO)
Gold
Cases are classified as new claims, claim disputes, and follow-ups. Each insured person is entitled to open 25 new cases each calendar year.
Support representatives specialize by and process claims by insurance type.
Humongous Insurance currently accepts claims only by telephone. The call center is open from
06:00 GMT to 24:00 GMT daily. Call center staff work one of the following shifts: 06:00 GMT to
12:00 GMT, 12:00 GMT to 18:00 GMT, and 18:00 GMT to 24:00 GMT.
When a case is received by email, a staff member categorizes the case as email and closes the case immediately.
Current environment
Humongous Insurance has three departments to handle claim types: HMO, PPO, and Gold.
The company uses handwritten forms to send claims information to the correct department.
Each department maintains a workbook to record calls received.
Requirements. Support desk
Configure the system to track the number of insurance claims filed each year.
Categorize claims by type as they are opened.
Configure the system to track staff responsiveness to service-level agreements (SLAs).
Ensure that business hours reflect the hours that support staff are scheduled.
Requirements. Case handling
All new cases must be automatically placed into a queue based on insurance type after the type
is selected.
All insurance types need to be automatically moved to the proper queue when the subject is
picked.
All cases must be created and closed immediately when received.
The status reason must be set to Email Sent or Phone Call.
Information must be restricted by insurance and phone call type.
Managers must be alerted when customers reach their limit of 25 cases for the year.
Changes to cases must not be counted against entitlements until the case is closed.
Requirements. Disputes
Claim disputes must be categorized as low priority.
The status for all disputed cases must be set to Review by a Manager before a disputed case
may be closed.
Requirements. Knowledge base
A knowledge base must be used as a repository for all answers.
Representatives must be able to search the knowledge base when opening a new case for
similar claims.
Representatives must be able to search across all entities at all times.
Searches must check any field in the entity for matches in a single search.
Searches must return results in a single list and sort the list so that the most relevant results
appear at the top of the list.
Representatives must be able to link the knowledge base to cases when applicable.
Representatives must create a new knowledge base article if an answer is not found in the
existing knowledge base.
Representatives must be able to use SQL-like syntax to search the knowledge base.
Requirements. Service-level agreements
When a customer calls to open a claim, the company must respond to the caller within the following time frames:
Requirements. Alerts
Cases must be flagged when they are past the SLA threshold.
An email alert must be sent to the manager to indicate an SLA noncompliance.
An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior
and PPO 1 hour prior.
Send an email alert to support managers when disputes are ready to be closed.
Send an email alert to customers when cases are closed.
Requirements. Issues
The current process is all manual and not efficient.
There is no easy way to determine whether the company is meeting its SLAs.
Representatives are often inconsistent regarding how they handle customers and answer
customer questions.
There is no accountability for any of the representatives who take calls.
Drag and Drop Question
You need to configure the system to store answers about claims.
Which four actions should you perform in sequence? To answer, move all actions from the list to the answer area and arrange them in the correct order.
Answer:
Explanation:
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user- guide-knowledge-article
NEW QUESTION # 133
A service manager discovers a high number of cases in the agent queues. Cases are created manually but can be reassigned using a workflow or custom API.
The manager needs to know whether cases are getting duplicated because of simultaneous case creation or simultaneous case assignment.
You need to identify the number of cases that are created in each scenario.
How many cases are created? To answer, drag the appropriate cases created options to the correct simultaneous actions. Each cases created option 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.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases
NEW QUESTION # 134
You need to select the feature for each parameter.
Which feature should you use for each parameter? 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/create-operating-hours
NEW QUESTION # 135
You are an Omnichannel supervisor for an inbound call center.
The call center's customer service rating has decreased over the past few months.
You need to enable analysis to view real-time customer sentiment.
In which configuration area should you enable each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Graphical user interface, text, application, chat or text message Description automatically generated
NEW QUESTION # 136
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
An electrical engineering company is implementing Dynamics 365 Customer Service.
Engineers schedule work in one-hour blocks.
Engineers who complete a job before the end of the one-hour block must not be able to start a new job in that some block.
Engineers who require part of an additional one-hour block to complete a job must not be able to start a new job in that additional block.
You need to configure the fulfillment preference to meet the requirements.
Proposed solution: Create a fulfillment record and set the interval to one hour.
Does the solution meet the goal?
- A. No
- B. Yes
Answer: B
Explanation:
Fulfillment preferences are customizable entities that let you choose how schedule assistant results are displayed, like with neat hourly appointments or morning and afternoon time windows.
By default, the schedule assistant displays results based entirely on resource schedules and the earliest available time, such as 10:39 AM. With fulfillment preferences set to hourly, the same resource's availability shows as 11:00 AM. This makes it simpler for the scheduler to view and understand availability and communicate it to the customer.
Intervals
Intervals display schedule assistant results in neat time slots that dictate start time of subsequent bookings.
When configured as 30-minute intervals, the schedule assistant will display a resource available at 9:27 AM as available at 9:30 AM and will book the start time (arrival time) for 9:30 AM. This includes travel time for onsite requirements and work orders, meaning travel time will begin before 9:30 AM, and a field resource will arrive and start work at 9:30 AM.
Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/set-up-time-groups
NEW QUESTION # 137
You create a Power Virtual Agents chatbot. The chatbot includes Power Automate flows. You are not a system administrator.
Users in your organization must collaborate to develop the chatbot.
You attempt to share the chatbot by adding user email addresses and assigning them Manager, Power Automate User, and Transcript Viewer permissions on the bot. The Send an email invitation to new users option is disabled.
Sharing of the chatbot fails.
You need to use the principle of least privilege to share the chatbot with users for collaboration.
Which two actions should you perform? Each correct answer presents part of a solution.
NOTE: Each correct selection is worth one point.
- A. Ensure that a System Administrator assigns the users the Environment Maker security role.
- B. Enable Send an email invitation to new users and re-share the chatbot.
- C. Share the Power Automate flows.
- D. Configure a custom context variable for the chatbot.
- E. Assign the users the Environment Maker security role.
Answer: A,C
Explanation:
B: Insufficient environment permissions
Users in the environment must have the Environment maker security role before a bot can be shared with them.
System administrators of the environment need to assign the Environment maker security role to the user before you share the bot.
C: Share Power Automate flows used in a bot
You can add actions to a bot using flows in Power Automate; however, flows in a bot aren't automatically shared with other users when sharing a bot.
Users who don't have access to the shared flow can still run it by using the test bot canvas.
To let other users edit or add flows you'll need to share them in Power Automate. You can open flows directly from the topic where the flow is used.
Reference:
https://docs.microsoft.com/en-us/power-virtual-agents/admin-share-bots
https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/create-site-map-app
NEW QUESTION # 138
A company uses Dynamics 365 Customer Service with IoT devices.
A user with permissions set to use the Customer Service app attempts to connect an IoT device.
The user receives an error that states they are not authorized to add this device.
You need ensure that the user can add the device. You must use the principle of least privileged access.
Which two roles should you assign to the user? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
- A. IoT Administrator
- B. IoT Hub Twin Contributor
- C. IoT Hub Data Contributor
- D. IoT Endpoint User
- E. IoT Hub Registry Contributor
Answer: A,D
NEW QUESTION # 139
Case Study 2 - Lamna Healthcare
Background
Lamna Healthcare Company provides health care services to communities across the region. The company provides telehealth services only and does not offer in-person appointments. The company has staff that speak English and Spanish.
The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted by phone or by using a computer.
Current environment. Services
Lamna provides two types of appointments: wellness and sick. A doctor and a nurse are scheduled for each sick appointment. A doctor or a nurse are scheduled for wellness appointments.
Current environment. Employees
General
Employees are located in the Pacific and Eastern time zones.
Case representatives
Case representatives handle incoming calls, provide information to patients for appointments, and schedule follow-up calls with doctors. Case representatives can also help with people who want to chat online.
All case representatives work eight-hour shifts. Case representatives typically focus on cases that involve one type of illness. The case representatives may back up others when call volumes are large.
Several case representatives speak both Spanish and English. The only company holidays the case representatives have off are New Year's Eve day and New Year's Day.
Customer satisfaction and escalation
Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls. Case managers schedule shifts and are a point of escalation.
Requirements. System and resources
Each employee must use the system.
Case managers must be users in the system but must not be available for the scheduling
rotation or manually assigned.
Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Cases
The system must support live chats, texting, and Twitter.
Case representatives must be able to chat, text, and tweet without exiting the system they use
to track calls.
Case representatives must be able to chat live only with customers whose calls are routed or
assigned to them.
Managers must be able to monitor all communication as well as add or delete quick replies.
Customer satisfaction representatives must be able to read agent scripts and workflows.
A live chat must pop up each time someone fills out the form to register for an appointment. The
live chat must automatically be sent to the case representative who is best qualified to answer the question.
There are two type of queues: regular and escalated.
Tickets must be routed to the most qualified representative for the illness.
Tickets assigned to a representative must be automatically placed in that representative's
queue.
Requirements. Chat escalation process
Each division must have one manager for escalations.
Patients who request an escalation from the website must automatically be routed to a chatbot.
The patient will answer predefined questions and will be alerted that someone will call them back. Chat transcripts must be sent to the appropriate manager.
Only escalations must go to the chat bot.
You must create two types of Omnichannel queues: regular and escalated.
Only managers must be able to access the Omnichannel Insights dashboard.
Requirements. Managers
Managers must be able to review weekly productivity reports for representatives by using
Omnichannel Insights dashboards.
Managers must be able to monitor patient moods during patients' conversations with
representatives.
Managers must be able to determine whether a patient is feeling negative during a live chat with
a representative.
Requirements. Appointments
Representatives must be able to schedule appointments and see everyone's free/busy time
during their scheduled working hours.
Appointments must be scheduled by representatives in open time slots for nurses and doctors.
Nurses and doctors must be booked for 30-minute time slots.
Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Analytics
You must implement Customer Insights to keep track of how well representatives are managing
customers' requests.
Analytics must be viewable only in the production environment.
You must ensure that only escalation managers can create workspaces and control access to
workspaces
Case representatives must be rated on knowledge of their primary specialty and their backup
specialty.
Case representatives must only be able to view workspaces.
Managers must be able to review dashboards in the Chat channel to ensure that case
representatives are meeting their objectives.
Hotspot Question
You need to configure the options for the schedule.
Which options 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 # 140
You need to implement Microsoft Power BI to analyze and visualize data.
Which two actions can you perform? Each correct answer presents a complete solution.
- A. Display the most recent version of the data always.
- B. Implement custom visualizations.
- C. Use iframes to display content
- D. Use a file that is stored in Microsoft OneDrive as a data source.
Answer: A,C
NEW QUESTION # 141
You need to create the SLAs.
Which three SLAs should you create? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
- A. SLA with 24 hours as the failure time and no warning
- B. SLA with 6 hours as the failure time and no warning
- C. SLA with 24 hours as the failure time and a two-hour warning
- D. SLA with 6 hours as the failure time and a one-hour warning
- E. SLA with one hour as the failure time and no warning
Answer: C,D,E
Explanation:
Explanation
Text Description automatically generated
An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.
NEW QUESTION # 142
You need to create an entitlement template. In System Settings, you navigate to Service Management.
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.
Answer:
Explanation:
1 - Create new Entitlement template
2 - Enter 30 in Total Entitlement terms
3 - Enter 15 phone and 15 email for terms in Entitlement Channel
4 - Save the template
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entitlements-templates
Topic 4, Lamna Healthcare Company (NEW)
Overview
This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.
To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.
At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.
To start the case study
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.
Background
Lamna Healthcare Company has a call center for the city. They receive roughly 5,000 calls a day on health issues.
They have the following three departments that take calls daily:
Chronic illnesses
Flu-type illnesses
Geriatric illnesses
There is a fourth area that monitors for miscellaneous issues.
They are implementing Dynamics 365 Customer Service.
Requirements. Queues
A queue has to be set up for each department.
Emails must automatically be routed to the appropriate queue.
Miscellaneous queues must be visible to everyone.
The other queues must be visible only to the appropriate department.
If a case is open more than 30 days, the case must automatically be routed to the supervisor.
There must be a button on the queue list screen to route a case to a supervisor if requested.
Requirements. Visualizations
Support representatives must have a real-time view of cases assigned to them, including the status of each case.
Support representatives must be able to see a graphic view of cases by customer that are assigned to them.
Requirements. Knowledge Base
Support representatives must use the knowledge base first to try to solve issues.
Support representatives must be able to reference the knowledge base when it is used to resolve the case.
The knowledge base article that is used to resolve a case must always be sent to the customer.
If the answer is not in the knowledge base, a support representative needs to create a knowledge base article.
Requirements. Cases
The cases must follow a process that includes identify, research, and resolve.
A confirmation section must be added before the resolve section.
Customers must have contracts that allow them to call Lamna Healthcare 10 times a year for help.
In addition to the 10 free calls, customers must be able to send 15 emails a year for support.
Cases that come in as phone calls must be resolved with seven business days.
Cases that come in as emails must be resolved within three business days.
Requirements. Surveys
Lamna Healthcare sends out about 100,000 surveys a month.
Lamna must use Microsoft Forms Pro for their surveys.
All surveys must have the company logo.
The logo's company colors must not be changed. Any modifications to the graphic or colors is a breach of company policies.
A survey must automatically be sent once a case is resolved.
A manual survey must be sent if a case is escalated.
A survey must not be sent without confirming that it is accurate.
Supervisors must test a survey before it is finalized.
NEW QUESTION # 143
You work for a pharmaceutical company that distributes vaccines.
Vaccines must be kept below negative 60 degrees Celsius or they cannot be used. The company requires a solution that meets the following requirements:
* Monitor vaccine temperatures during transportation.
* Create a customer service case if the temperature goes above negative 60 degrees Celsius.
You need to implement the solution.
Which technologies should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
NEW QUESTION # 144
......
The MB-230 exam is part of the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. Microsoft Dynamics 365 Customer Service Functional Consultant certification is designed for professionals who have demonstrated their ability to implement and configure customer service solutions using Dynamics 365. Certified professionals can expect to have a competitive edge in the job market and be recognized as experts in their field.
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