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Exam Code:MB-230
Exam Name:Microsoft Dynamics 365 Customer Service Functional Consultant
Certification Provider:Microsoft
Free Question Number:157
Version:v2025-08-18
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Exam Question List
Question 1: You are a Dynamics 365 Customer Service administrator. Users...
Question 2: A company implements Dynamics 365 Customer Voice. The compan...
Question 3: A company uses Omnichannel for Customer Service. The company...
Question 4: You are an Omnichannel supervisor for a company. The manager...
Question 5: You need to ensure that an appropriate resource for sick app...
Question 6: A company uses Dynamics 365 Customer Service. Telemetry on a...
Question 7: You are a customer service schedule administrator for a comp...
Question 8: You are an agent for a company that uses Dynamics 365 Custom...
Question 9: You are implementing Dynamics 365 Customer Service Insights....
Question 10: You must set up the following: A work stream must be configu...
Question 11: You are a Dynamics 365 Customer Service administrator. Email...
Question 12: You are a customer service manager. You define an enhanced s...
Question 13: You need to set up the system for cases going to supervisors...
Question 14: Note; This question is part of a series of questions that pr...
Question 15: You need to configure the chat channel. What should you conf...
Question 16: You are the Dynamics 365 administrator for a help desk. You ...
Question 17: A company uses Omnichannel for Customer Service. An administ...
Question 18: You are a Dynamics 365 administrator. You need to determine ...
Question 19: You create an loT Central application to integrate with Dyna...
Question 20: You are setting up knowledge management in Dynamics 365 Cust...
Question 21: A company has a Customer Service deployment. The company pla...
Question 22: A company uses Customer Service. The company enables intelli...
Question 23: You are setting up Omnichannel for Customer Service. You nee...
Question 24: A company uses Dynamics 365 Customer Sen/ice. Agents note th...
Question 25: You need to implement a solution to provide the technician's...
Question 26: You ate a customer service representative for a company that...
Question 27: You are integrating Power Virtual Agents with Omnichannel fo...
Question 28: An electrical engineering company is implementing Dynamics 3...
Question 29: You are configuring Microsoft Teams chat integration for a c...
Question 30: You are a Dynamics 365 for Customer Service administrator. Y...
Question 31: You are a Dynamics 365 for Customer Service system administr...
Question 32: A company uses Dynamics 365 Customer Service. The schedule s...
Question 33: A company has a Customer Service deployment. The company pla...
Question 34: A company uses Dynamics 365 Customer Service. The company co...
Question 35: You are a system administrator for Dynamics 365 for Customer...
Question 36: Note: This question is part of a series of questions that pr...
Question 37: You need to configure the system so that an email is sent to...
Question 38: A customer service organization plans to implement knowledge...
Question 39: You are implementing a help desk system that enables users t...
Question 40: You are describing Power Virtual Agents to executives at a c...
Question 41: A customer has a Customer Service environment. The customer ...
Question 42: Your company uses Dynamics 365 Customer Service. The company...
Question 43: You are using Dynamics 365 for Customer Service. You need to...
Question 44: You are using Dynamics 365 Customer Service. You are viewing...
Question 45: You are customizing an Omnichannel for Customer Service impl...
Question 46: You need to select which setting needs to be configured for ...
Question 47: A company uses Dynamics 365 Customer Service. Customer servi...
Question 48: You are a Dynamics 365 for Customer Service administrator. Y...
Question 49: You use Dynamics 365 for Customer Service. You need to creat...
Question 50: You manage a Dynamics 365 Customer Service environment. The ...
Question 51: You need to choose the appropriate actions when using the kn...
Question 52: You are customizing an Omnichannel for Customer Service impl...
Question 53: You configure Dynamics 365 Customer Service. Managers requir...
Question 54: You manage Dynamics 365 for Customer Service. You need to co...
Question 55: A company uses Dynamics 365 Customer Service. The company in...
Question 56: You need to add the confirmation step for cases. What should...
Question 57: A company is implementing Omnichannel for Customer Service. ...
Question 58: A company uses Dynamics 365 Customer Service. You need to im...
Question 59: You manage a Dynamics 365 for Customer Service environment. ...
Question 60: You are implementing Omnichannel for Customer Service for a ...
Question 61: You sign in to Dynamics 365 Customer Service as a system adm...
Question 62: An organization uses Dynamics 365 Customer Service. The cust...
Question 63: You are creating an external-facing portal that uses capabil...
Question 64: Note: This question is part of a series of questions that pr...
Question 65: You need to configure the system to meet the three-day and s...
Question 66: Note: This question is part of a series of questions that pr...
Question 67: You are a Dynamics 365 Customer Service representative. You ...
Question 68: You are configuring Dynamics 365 Customer Service workspaces...
Question 69: Note: This question is part of a series of questions that pr...
Question 70: You manage Dynamics 365 Customer Service. You have a routing...
Question 71: Note: This question is part of a series of questions that pr...
Question 72: You need to select the feature for each parameter. Which fea...
Question 73: You are implementing Omnichannel for Customer Service for a ...
Question 74: You are a Dynamics 365 Customer Service administrator. You a...
Question 75: You need to create the dashboards. Which dashboard types sho...
Question 76: A company uses Dynamics 365 Customer Service and Microsoft T...
Question 77: A company enables custom context variables on a chat widget....
Question 78: A company closes the business each year for nine business da...
Question 79: You ate creating agent scripts in Dynamics 365 Customer Serv...
Question 80: You are implementing a new channel within Omnichannel. You n...
Question 81: You need to set the schedule to meet requirements for appoin...
Question 82: A company that manufactures industrial heating, ventilation,...
Question 83: A company administrator is setting up Dynamics 365 Omnichann...
Question 84: You are implementing Dynamics 365 for Customer Service. You ...
Question 85: A company uses Dynamics 365 Customer Service. A user is conf...
Question 86: You are implementing Omnichannel for Customer Service for a ...
Question 87: You are implementing Omnichannel for Customer Service for a ...
Question 88: You need to configure OmniChannel to route correctly. Which ...
Question 89: You manage a Dynamics 365 for Customer Service environment. ...
Question 90: You need to ensure users can search the knowledge base from ...
Question 91: A company uses Dynamics 365 Customer Service. The app is sha...
Question 92: A credit card company uses Dynamics 365 Customer Service. Ag...
Question 93: You are configuring a queue in Omnichannel for Customer Serv...
Question 94: A company that manufactures industrial heating, ventilation,...
Question 95: You need to configure the Microsoft Copilot Studio chatbot. ...
Question 96: You need to create an entitlement template. In System Settin...
Question 97: A company implements Dynamics 365 Customer Service. You must...
Question 98: You create a Power Virtual Agents chatbot. The chatbot inclu...
Question 99: A company uses Dynamics 365 Customer Voice. The company requ...
Question 100: A company is implementing Dynamics 36S Customer Service and ...
Question 101: A service manager discovers a high number of cases in the ag...
Question 102: You need to set up users with permissions to use the digital...
Question 103: Customer service representatives are not able to manually ad...
Question 104: A company has a Customer Service deployment. The company pla...
Question 105: Note: This question is part of a series of questions that pr...
Question 106: You need to add SLA timers to the Case form. Which two optio...
Question 107: You need to configure the options for the schedule. Which op...
Question 108: A company has a service level agreement (SLA) that they will...
Question 109: You are creating a translation for an existing Knowledge art...
Question 110: Note: This question is part of a series of questions that pr...
Question 111: A company is evaluating Dynamics 365 Customer Service Insigh...
Question 112: You need to create and configure objects to support the requ...
Question 113: You work for a power company that uses Dynamics 365 Customer...
Question 114: You are a Dynamics 365 Customer Service administrator. You m...
Question 115: You are a customer service representative using Dynamics 365...
Question 116: You are implementing Omnichannel for Customer Service for a ...
Question 117: A company has a Customer Service deployment. The company pla...
Question 118: You are creating surveys for Voice of the Customer (VoC). Yo...
Question 119: You are a Dynamics 365 for Customer Service administrator. Y...
Question 120: You use Dynamics 365 for Customer Service administrator. You...
Question 121: A company uses Omnichannel for Customer Service. The company...
Question 122: A company uses Dynamics 365 Customer Service. The manufactur...
Question 123: You are an Omnichannel supervisor for an inbound call center...
Question 124: A company uses Dynamics 365 Customer Service. Customer Servi...
Question 125: A company is implementing Omnichannel for Customer Service. ...
Question 126: Note: This question is part of a series of questions that pr...
Question 127: You are customizing a Dynamics 365 Customer Service implemen...
Question 128: A customer has a Customer Service environment. The customer ...
Question 129: You are a customer service schedule administrator. A custome...
Question 130: You are implementing Dynamics 365 Customer Service for an or...
Question 131: You need to create the SLAs. Which three SLAs should you cre...
Question 132: Note: This question is part of a series of questions that pr...
Question 133: You are a system administrator for Dynamics 365 Customer Ser...
Question 134: You ate creating a bot by using Power Virtual Agents to work...
Question 135: A company implements Dynamics 365 for Customer Service. Whic...
Question 136: An agent resolves a case for a customer by using Dynamics 36...
Question 137: You manage Dynamics 365 for Customer Service. You need to cr...
Question 138: You are setting up channels for Omnichannel for Customer Ser...
Question 139: You need to choose which tools need to be created and config...
Question 140: A company uses Omnichannel for Customer Service. The company...
Question 141: You are a Dynamics 365 for Customer Service administrator. Y...
Question 142: You use Dynamics 365 for Customer Service. You need to merge...
Question 143: You need to configure the system to store answers about clai...
Question 144: A company uses Dynamics 365 for Customer Service. A case in ...
Question 145: You need to configure the system to meet the requirements fo...
Question 146: A customer has three cases in process and two cases for the ...
Question 147: Customer service agents do not have access to Customer Servi...
Question 148: A client plans to implement a case resolution process. Which...
Question 149: You are configuring a single business process flow in Dynami...
Question 150: A company needs to publish knowledge base ankles. You need t...
Question 151: A company has used Dynamics 365 Customer Service with Omnich...
Question 152: You need to create a new agent script for the agents. Which ...
Question 153: You view the interactive dashboard in the Microsoft Dynamics...
Question 154: Note: This question is part of a series of questions that pr...
Question 155: You are a Dynamics 365 for Customer Service administrator. Y...
Question 156: A company implements Dynamics 365 Customer Voice. When the c...
Question 157: A company sells and services bicycles. The company uses Dyna...