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The following MB-230 questions are part of our Microsoft MB-230 real exam questions full version. There are 312 in our MB-230 full version. All of our MB-230 real exam questions can guarantee you success in the first attempt. If you fail MB-230 exam with our Microsoft MB-230 real exam questions, you will get full payment fee refund. Want to practice and study full verion of MB-230 real exam questions? Go now!

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Microsoft MB-230 Exam Actual Questions

The questions for MB-230 were last updated on Feb 21,2025 .

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Question#1

HOTSPOT
You are a Dynamics 365 Customer Service administrator.
Users inform you about situations in which child cases are not working correctly.
You need to configure the system to correct the issues.
What should you do in each situation? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.


A. 

Explanation:
Graphical user interface, text, application
Description automatically generated

Question#2

You are a Dynamics 365 Customer Service administrator. You are creating a customer service schedule.
You need to ensure that the schedule shows the correct time zone for available customer service hours.
What should you do?

A. Set the time zone in each customized schedule.
B. Allow the system to automatically convert to each user's time zone when a user signs in.
C. Set the time zone in Dynamics 365 personal options.
D. Set the time zone to GMT (Coordinated Universal Time) to enable conversion when you sign in.

Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/create-customer-service-schedule-definework-hours

Question#3

You manage a Dynamics 365 for Customer Service environment.
The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement.
You need to create the entitlement for the customer.
What should you do?

A. Create a new template with the dates and terms. Activate the template.
B. Delete the old entitlement. Create a new entitlement template.
C. Add the new end date to the current entitlement and set new terms. Activate the entitlement.
D. Make a copy of the old entitlement. Activate the copy.
E. In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.

Question#4

You are helping a company implement Power Virtual Agents with Omnichannel for Customer Service.
The company has a chatbot that escalates to a manager if a customer wants to escalate from a chatbot.
You need to configure a prerequisite before you can implement the chatbot.
Which prerequisite should you configure?

A. Configure context variables for a chatbot.
B. Create one chatbot in one queue with a human having a higher capacity over the chatbot.
C. Create one chatbot in one queue with the chatbot having the highest capacity over human capacity.
D. Configure a Microsoft Teams support channel for the chatbot.
E. Configure an SMS channel for a chatbot.

Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent

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 that might meet 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 configuring a business process flow for a case entity.
All cases must be flagged for review.
You need to complete configuration of the business process flow.
Solution: Create an action that generates a task record that is assigned to the case reviewer and appends the text Ready for review to the case topic.
Does the solution meet the goal?

A. Yes
B. No

Explanation:
References: https://docs.microsoft.com/en-us/business-applications-release-notes/april18/microsoft-flow/add-actionbusiness- process-flow

Exam Code: MB-230Q & A: 312 Q&AsUpdated:  Feb 21,2025

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