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  • Exam Name: Microsoft Dynamics 365 Customer Service Functional Consultant
  • Last Update: 02-Jun-2023
  • Questions and Answers: 239
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MB-230 Questions and Answers

Question # 1

Your organization plans to use Microsoft Power BI to access and analyze data in Dynamics 365 for Customer Service.

You need to configure a Power BI connection to a Dynamics 365 organization named Contoso.

Which service URL should you use?





Question # 2

You are describing Power Virtual Agents to executives at a company.

The executives want to know which features are available out of the box.

You need to describe these features.

Which three features are available? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.


Monitor bot conversations in real time.


Assign cases to specific users.


Escalate to a live person.


Use bots in post-chat surveys through routing rules.


Display a view of customer cases to users.

Question # 3

You are a customer service schedule administrator.

A customer has a custom entity that requires its own schedule board.

You need to create the schedule board. You configure the custom entity in the Resource Scheduling parameters.

What should you do next?


Add a new resource requirement. Add a new view for the custom entity.


Change the default entity name to the custom name. Create a new schedule board for the custom entity.


Disable the schedule board. Configure Resource Scheduling Optimization.


Configure the booking metadata. Create a new schedule board for the custom entity.

Question # 4

You are a help desk representative for an organization using Dynamics 365 Customer Service.

Users need to search within the system for similar cases. None of the out-of-the-box settings have been


You need to determine which search features are available for use by default.

Which two search features are available? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.


Advanced Find


Quick Find


Relevance Search


Full-text Quick Find

Question # 5

You are customizing a Dynamics 365 for Customer Service implementation.

The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area.

You need to create the chart.

Which three 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.

MB-230 question answer

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