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Free Microsoft MB-230 Exam Questions

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  • Microsoft MB-230 Exam Questions
  • Provided By: Microsoft
  • Exam: Microsoft Dynamics 365 Customer Service Functional Consultant
  • Certification: Microsoft Dynamics 365
  • Total Questions: 377
  • Updated On: May 22, 2026
  • Rated: 4.9 |
  • Online Users: 754
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  • Question 1
    • Your company uses Dynamics 365 Customer Service.
      You are designing a survey to send out each time a case closes. The survey must adapt to display additional
      questions within the same survey if a customer chooses Dissatisfied as a survey answer.
      You need to configure the survey.
      Which feature should you use?

      Answer: A
  • Question 2
    • A customer service organization plans to implement knowledge management for a custom entity named Root
      Cause Analysis.
      Users must be able to search, link, and rate knowledge articles. Users must be provided with suggested
      knowledge articles.
      You need to configure Dynamics 365 for Customer Service.
      Which three actions should you perform? Each correct answer presents part of the solution.
      NOTE: Each correct selection is worth one point.


      Answer: A,C
  • Question 3
    • A company is implementing Omnichannel for Customer Service.
      The company separates agents into teams for billing, new product inquiries, support, and warranty. The new
      product team currently handles text messages, emails, and live chats from the company website.
      The company plans to release a new product. Before the new product launch, the company wants to add the
      ability to manage conversations coming in from Facebook and Twitter.
      You need to configure the system with the least amount of effort.
      What should you do?

      Answer: D
  • Question 4
    • You manage a Dynamics 365 for Customer Service environment.

      The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement.

      You need to create the entitlement for the customer.

      What should you do?


      Answer: D
  • Question 5
    • A company closes the business each year for nine business days.
      You need to configure the system to reflect the business closure while minimizing the number of records that
      you must create in the system.
      What should you create?


      Answer: D
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