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MB-230 Microsoft Dynamics 365 Customer Service Functional Consultant

  • Microsoft
  • 4 free sample questions

About this exam

MB-230 is the Microsoft exam Microsoft Dynamics 365 Customer Service Functional Consultant. Paid practice material for this exam is not available yet, but you can try its free sample questions.

Exam code
MB-230
Vendor
Microsoft
Practice questions
Not available yet
Free sample questions
4
Question bank last updated
Not available yet

Try 2 sample questions

Taken from the free sample set for MB-230.

Question 1

You need to search for answers to customer claims.
Which type of search should you perform?

  1. Option A:
    Timeline
  2. Option B:
    Quick Find
  3. Option C:
    Related

  4. Option D:
    Detail
  5. Option E:
    Case Relationships
Show answer and explanation

Correct answer: B

To search for answers related to customer claims, the most appropriate search type in Dynamics 365 is Quick Find.
  • Quick Find is designed to search across records efficiently using keywords.
  • It helps users quickly locate relevant information such as claims, cases, and related customer data.
  • It provides a fast, general-purpose search experience across entity fields.
Why not the others?
  • A. Timeline → Used for tracking activities and interactions, not searching records.
  • C. Related → Shows linked records, not a search tool.
  • D. Detail → Refers to record form view, not search functionality.
  • E. Case Relationships → Used to manage linked cases, not for searching.

Question 2 (choose 2)

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.

  1. Option A:
    Create a case from email.
  2. Option B:
    Define an SLA and entitlements and set entitlement values for case numbers.
  3. Option C:
    Configure a status reason transition.
  4. Option D:
    Create a case routing rule.
  5. Option E:
    Automatically create or update records.
Show answer and explanation

Correct answer: B, C

To properly configure a queue for telephone-based cases in Dynamics 365 Customer Service, the solution must ensure both service entitlement control and case lifecycle management.
  • B. Define an SLA and entitlements and set entitlement values for case numbers
  • Ensures that phone-based cases are properly tracked under service agreements.
  • Entitlements define what support a customer is eligible for, while SLAs ensure timely handling.
  • This is essential for managing telephone-created cases in queues with priority and service expectations.
  • C. Configure a status reason transition
  • Controls how cases move between statuses (e.g., Active → On Hold → Resolved).
  • Ensures proper workflow behavior for cases handled through queues.
  • Helps manage case processing logic for telephone-based intake scenarios.
Why others are incorrect:
  • A. Create a case from email
  • Email-specific scenario, not relevant for telephone-based cases.
  • D. Create a case routing rule
  • Useful for routing, but not sufficient as a standalone solution compared to SLA/entitlements and lifecycle control.
  • E. Automatically create or update records
  • Generic automation, not specifically required for queue configuration.

See all 4 free sample questions