Most Recent Microsoft MB-230 Exam Dumps

Prepare for the Microsoft Dynamics 365 Customer Service Functional Consultant exam with our extensive collection of questions and answers. These practice Q&A are updated according to the latest syllabus, providing you with the tools needed to review and test your knowledge.

QA4Exam focus on the latest syllabus and exam objectives, our practice Q&A are designed to help you identify key topics and solidify your understanding. By focusing on the core curriculum, These Questions & Answers helps you cover all the essential topics, ensuring you're well-prepared for every section of the exam. Each question comes with a detailed explanation, offering valuable insights and helping you to learn from your mistakes. Whether you're looking to assess your progress or dive deeper into complex topics, our updated Q&A will provide the support you need to confidently approach the Microsoft MB-230 exam and achieve success.

The questions for MB-230 were last updated on Apr 19, 2026.

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Question No. 1

Customer service agents do not have access to Customer Service historical analytics reports in Dynamics 365 Customer Service.

You need to provide access to the reports.

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

NOTE: Each correct selection is worth one point.

AEdit the Customer Service Representative security role to provide read-only access to analytics reports.

BCreate a new model-driven app to expose the reports and provide app access to the Customer Service Representative security role.

CCreate a new security role and provide read-only access to analytics reports.

DEdit the Customer Service Representative Manager security role to provide read-only access to analytics reports.

Show Answer

Correct Answer: C, D

Question No. 2

You use multiple workspaces within Dynamics 365 Customer Service insights.

You need to switch workspaces.

What should you do?

ASelect Dashboard filters and then select a filter.

BNavigate to https://csi.ai.dynamics.com and then share a workspace.

CSelect My workspaces and then select a workspace.

DSelect View and then select a workspace view.

Show Answer

Correct Answer: C

As an owner of a workspace, you launch sharing of a workspace by going to the My workspaces panel, hovering your mouse over the workspace name, and then selecting the share icon to open a dialog. From there, you add any users from your company's Azure Active Directory. Any viewers will receive an email notifying them with a link to the workspace.

https://cloudblogs.microsoft.com/dynamics365/it/2019/06/13/new-in-dynamics-365-customer-service-insights-share-workspaces-train-ai-model-with-renamed-topics/

Question No. 3

A company uses Dynamics 365 Customer Service.

Telemetry on agent case resolution time reveals that agents spend 20 minutes on average resolving cases. Analysis determines that resolution duration is increased because agents are often required to view and modify data on the related account.

The company requires a solution that allows agents to enter data in a single screen and edit multiple records without navigating to each record.

You need to create the solution.

Which two actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point

AConfigure the editable grid of the case view to include account details.

BAdd an editable grid control to the case view.

CConfigure the Nested grid view.

DAdd an editable grid of the account on the case form.

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Correct Answer: D

Question No. 4

You need to create the queue for cases.

What type of queue should you create?

ATeams

BPublic

CProduct

DPrivate

EService

Show Answer

Correct Answer: D

https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases

Question No. 5

You are a Dynamics 365 Customer Service administrator. Emails are automatically converted to cases.

Users report that emails are no longer being converted to cases.

What is the possible cause?

AThe Dynamics Flow process is not running.

BYour user ID does not have permission to run the process effectively.

CThe workflow process has been deactivated.

DThe solution has not been published.

Show Answer

Correct Answer: C

When a case creation rule is activated, a corresponding workflow is created automatically. If you create or assign a rule, you must have permissions to perform the same action on workflows. The case creation rule is applied and a case is created in context to the permissions that the owner of the case creation rule has.

Note: A workflow can only be activated or deactivated by the workflow owner or by someone with the Act on Behalf of Another User privilege such as the system administrator.

https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email

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