MB-230 Microsoft Dynamics 365 for Customer Service Free Practice Exam Questions (2026 Updated)
Prepare effectively for your Microsoft MB-230 Microsoft Dynamics 365 for Customer Service certification with our extensive collection of free, high-quality practice questions. Each question is designed to mirror the actual exam format and objectives, complete with comprehensive answers and detailed explanations. Our materials are regularly updated for 2026, ensuring you have the most current resources to build confidence and succeed on your first attempt.
You are implementing a record creation and update rule for an existing email queue.
After the rule runs successfully, customers must receive an email notification by using a predefined template in the system. Development effort must be minimized.
You need to complete the implementation based on the requirements.
What should you do?
You need to create an entitlement template. In System Settings, you navigate to Service Management.
Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
You need to meet the automatic case creation requirements.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
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.
A company uses Dynamics 365 Customer Service Hub.
Customer service representatives must be able to perform a relevance search on name, phone number, email, and queue.
A customer service representative is not able to perform a relevance search for emails.
You need to ensure that the customer service representative can perform relevance searches for email addresses.
Solution: Enable the customization to include Knowledge Management.
Does the solution meet the goal?
You need to configure the system to meet the three-day and seven-day timeframes.
What should you configure?
You need to add the confirmation step for cases.
What should you edit?
You need to choose the appropriate actions when using the knowledge base.
Which actions should you choose? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
You need to set up the system for cases going to supervisors.
Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
You need to configure the queues.
Which configurations should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
You need to configure entitlements for contracts.
What should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
You need to determine the type of queues to create.
How should access to the queues be configured? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
You need to recommend how to configure the FAQ website Knowledge Search.
Which five actions should you recommend be performed in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.
You need to configure the SMS workstream for the agents, what should you do?
You need to resolve the issues with the French-translated article.
Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.
You need to resolve the live chat routing issue for Agent2.
Which three actions can you perform? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
You need to configure the SMS workstream.
What should you use?
You need to assign the minimum required security roles to a bot for the customer service supervisor. Which security roles should you use?
You need to ensure cases are handled correctly.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
You need to implement service-level agreements.
Which type of agreements should you implement?
You need to enable relevance search for the custom entity.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
