100% Free MB-230 Practice Exam Questions (2026)

Stay Ahead with Updated Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 Practice Tests & Verified Answers

Microsoft MB-230 Dumps & Practice Test Questions 2026

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Total 377 Questions | Updated On: Sep 03, 2026

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Question 1

What should managers use to perform weekly reviews with case representatives?

A : Tier 1 dashboard

B : Agent Insights

C : Connected Customer Service dashboard

D : Customer Service Performance dashboard

Answer: B

Question 2

You are creating an external-facing portal that uses capabilities of Dynamics 365 Customer Service.

When a case is closed, customers must receive an email that provides the ability to visit the knowledge base associated with the case.

You need to configure the system.

Which two options should you configure? Each correct answer presents part of a solution.

NOTE: Each correct selection is worth one point.

A : In Dynamics 365 Customer Service, enter the portal URL that will be used to create external (public facing) portal links for knowledge articles in the Knowledge Solution field.

B : In Dynamics 365 Customer Service, under Knowledge Source, in the Knowledge Solution field, enable sharing the knowledge article as a link in the email sent to the customer.

C : In the Knowledge Articles Feedback section, set Enable users to provide feedback on knowledge articles from search control to Yes.

D : In Dynamics 365 Customer Service, ensure that the representative closing the case attaches the knowledge article to the record.

Answer: A,B

Question 3

A customer has a Customer Service environment.

The customer plans to use service scheduling.

You need to install the service scheduling.

What should you use to install the service scheduling?

A : Business Management settings

B : AppSource

C : Power Platform admin center

D : Process Center

Answer: C

Question 4

You work for a power company that uses Dynamics 365 Customer Service. The company provides outdoor

smart light bulbs to its customers. Each bulb includes an IoT sensor with LTE capabilities.

When a light bulb begins to fail, the IoT sensor must create a work order to send the customer a replacement

bulb.

You implement Connected Customer Service with Azure IoT Central and Power Automate, but work orders are

not generated.

You need to ensure that work orders are generated.

What must you set for each bulb?

A : Contact

B : Master device

C : Customer account

D : Parent device

Answer: C

Question 5

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

You are creating agent scripts that have macros for quick steps for 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?

A : Yes

B : No

Answer: B

Page: 1 / 76

Total 377 Questions | Updated On: Sep 03, 2026

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