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Microsoft MB-230 Exam Dumps

Get All Microsoft Dynamics 365 Customer Service Functional Consultant Exam Questions with Validated Answers

MB-230 Pack
Vendor: Microsoft
Exam Code: MB-230
Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
Exam Questions: 327
Last Updated: August 21, 2026
Related Certifications: Microsoft Dynamics 365, Dynamics 365 Customer Service Functional Consultant Associate
Exam Tags: Microsoft Dynamics 365 certifications, Business applications certifications Intermediate Microsoft Dynamics 365 Functional Consultant
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Free Microsoft MB-230 Exam Actual Questions

Question No. 1

You ate creating agent scripts that have macros for quick steps (or agents in a support center. Agents need to be able to open a case from one of the steps in the agent scripts. You need to select a type of connector to use to create the macro.

Solution: Configure the macro by using an Omnichannel connector.

Does the solution meet the goal?

Show Answer Hide Answer
Correct Answer: B

Question No. 2

A company has a Customer Service deployment. The company plans to implement the following:

* Al suggestions for contacts in Teams.

* Training information about the capabilities of suggestions.

You need to identify the scenarios where the relevant contacts will be provided to users. Solution: The number of similar cases that the suggested contacts have resolved. Does the solution meet the goal?

Show Answer Hide Answer
Correct Answer: A

Question No. 3

You are a Dynamics 365 Customer Service system administrator. You work with the Customer Service Hub application.

You need to enable entities for service-level agreements (SLAs).

For which entity can you enable SLAs?

Show Answer Hide Answer
Correct Answer: F

https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-entities-service-level-agreements

Question No. 4

You need to configure the queue for telephone-based cases.

What are two possible ways to achieve this goal? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

Show Answer Hide Answer
Correct Answer: B, C

Question No. 5

A company uses Dynamics 365 Customer Service.

The schedule shows working intervals of 45 minutes. The intervals cause customer service representatives to

have too much free time during working hours. The company wants to change the intervals to every 30

minutes.

You need to configure the intervals.

What should you configure?

Show Answer Hide Answer
Correct Answer: B

https://docs.microsoft.com/en-us/dynamics365/field-service/set-up-time-groups

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