MB-230 Practice Online

Question 1

You are implementing Omnichannel for Customer Service for a company.

The company wants agents to serve customers through both the company's portal and Facebook page.

You need to enable the appropriate channels.

Which two channels should you enable? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A : SMS channels

B : Chat

C : Facebook

D : WhatsApp

E : Social channels

Answer: B,C

Question 2

You are using Dynamics 365 Customer Service to create and activate entitlements.

Customer service representatives state that the entitlement status is set to Waiting, and they cannot use the

entitlement. You must ensure customer service representatives can use the entitlement.

You need to identify the entitlement issue.

What is the cause of the issue?

A : The Products or Contact field values have not been configured before activation.

B : The start date of the entitlement is in the future.

C : The entitlement has expired and is awaiting renewal.

D : The end date of the entitlement has been incorrectly configured to a date that has already passed.

Answer: B

Question 3

You are a customer service representative using Dynamics 365 for Customer Service.

You need to identify and eliminate duplicate cases.

What should you do?

A : Configure Dynamics 365 AI for Customer Service

B : Use business rules

C : Merge cases

D : Use parent-child case relationships

Answer: B

Question 4

You are responsible for creating surveys via Voice of the Customer (VoC).

You want to make sure that clients who currently receive surveys are able to unsubscribe when they no longer

want to receive them.

You add an unsubscribe link to the email message.

Does the action achieve your objective?

A : Yes, it does

B : No, it does not

Answer: A

Question 5

A trucking company uses a custom table named Leased Truck in Dynamics 365 Customer Service to capture

leasing details. The company is implementing Connected Customer Service for Azure IoT Hub to track the

leased trucks.

You need to configure the custom table Leased Truck for IoT integration.

Which two methods achieve the goal? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A : Set the relationship in the Power Platform admin center.

B : Create a one-to-many relationship from the Leased Truck table to the IoT Alert table.

C : Call the IoT - Register Custom Entity action to associate a Leased Truck record with an existing IoT device.

D : Enable connections to the Leased Truck table.

Answer: C,D

Name:	Microsoft Dynamics 365 Customer Service Functional Consultant
Exam Code:	MB-230
Certification:	Microsoft Dynamics 365
Vendor:	Microsoft
Total Questions:	377
Last Updated:	Oct 25, 2026

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