Microsoft MB-230 Microsoft Dynamics 365 Customer Service Functional Consultant Online Training
Microsoft MB-230 Online Training
The questions for MB-230 were last updated at Mar 07,2025.
- Exam Code: MB-230
- Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
- Certification Provider: Microsoft
- Latest update: Mar 07,2025
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?
- A . Set the closure preference setting to Don’t allow parent case closure until all child cases are closed.
- B . Set the closure preference setting to Don’t allow parent case closure until all child cases are closed. In Settings, navigate to Customizations. On the case entity, update the Incident-Incident Resolution case relationship field mapping to include the fields.
- C . Create a business rule.
- D . Add the product and case type fields as fields that child cases will inherit from the parent case. Set the closure preference setting to Don’t allow parent case closure until all child cases are closed.
HOTSPOT
You are a customer service representative working with cases in Dynamics 365 for Customer Service.
You need to manage multiple lists of cases.
Which actions should you perform? To answer, select the appropriate configuration in the answer area. NOTE: Each correct selection is worth one point.
You manage Dynamics 365 for Customer Service.
You need to configure automatic case creation for emails received by customers who have a support contract.
What should you do?
- A . Configure service level agreements to be on hold until a call can be made to the customer.
- B . Create an automatic record creation and update rule. Set the source type to email. Configure the rule to send automatic email responses to customers when records are created.
- C . Create an automatic record creation and update rule. Set the source type to service activity. Configure the rule to send automatic email responses to customers when records are created.
- D . Create an automatic record creation and update rule. Set the source type to email. If a valid entitlement exists, configure the rule to create a case.
DRAG DROP
You make a phone call regarding an existing case record.
You need to create a phone call activity that appears on the case record timeline.
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 the correct order.
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.
- A . Navigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root Cause Analysis.
- B . Add a lookup to the article entity.
- C . In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and
configure a knowledge base search control. - D . In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and
configure a subgrid for knowledge articles. - E . In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.
HOTSPOT
A client plans to implement a case resolution process.
Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
A company implements Dynamics 365 for Customer Service. You are assigned a case.
You accidently close the case before completing your work.
You need to ensure that you can continue to work on the case.
What should you do?
- A . Reassign the case
- B . Reactivate the case
- C . Clone the case
- D . Change the status reason to In Progress
HOTSPOT
You use Dynamics 365 for Customer Service.
You need to merge cases.
What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area. NOTE: Each correct selection is worth one point.
DRAG DROP
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.
HOTSPOT
You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search.
You need to use the knowledge base search control to locate knowledge base articles that contain each of the following words anywhere in an article, regardless of which product an article refers to:
✑ Elevator
✑ Motor
✑ Sizing
How should you configure the search? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
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