Printable PDFMicrosoft MB-230 Exam Questions & Answers
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Vendor: Microsoft
Exam Code: MB-230
Exam Name: Microsoft Dynamics 365 Customer Service
Certification Provider: Microsoft
Total Questions: 403 Q&A ( View Details)
Updated on: May 26, 2026
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MB-230 Online Practice Questions and Answers
A company is implementing Omnichannel for Dynamics 365 Customer Service. The company's requirements are:
1.
Live chat must be available through Omnichannel for cases only.
2.
High-priority cases must automatically be sent to the next available agent.
3.
Lower-priority cases must wait to be picked up by an agent
4.
All work must be distributed evenly with no other conditions.
You need to select the setup that meets the requirements. Which setup should you select?
A. one workstream and one routing rule
B. one workstream and two routing rules
C. two workstreams and two routing rules per workstream
D. two workstreams and one routing rule per workstream
HOTSPOT
A client plans to implement a case resolution process.
Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
HOTSPOT
A customer service manager needs a new business process flow to manage support for a product rollout for bicycles. There are two bicycle models: standard and high performance.
Support representatives must be able to:
Specify the model of the bicycle.
Capture comments from customer support issues if the bicycle is the high- performance model.
You need to create the business process flow.
What should you configure for each requirement? To answer, select the appropriate options in the answer area.
Hot Area:
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