Microsoft Mb-230 D365 customer service Practice Exam
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Official Name: Microsoft MB-230 Dynamics 365 Customer Service Functional Consultant Associate
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Start NowAbout the Microsoft Mb-230 D365 customer service Certification
The Microsoft Mb-230 D365 customer service certification is designed for professionals who configure and extend Dynamics 365 Customer Service to manage cases, SLAs, and service queues. they implement routing, knowledge management, and Copilot features to improve customer satisfaction and operational efficiency. As technology evolves and industry demands grow more complex; this credential validates your ability to apply real-world skills and knowledge using Microsoft tools and frameworks. Earning the certification positions you as a trusted expert, capable of solving high-impact challenges and contributing to secure, scalable, and efficient systems.
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Test Your Knowledge of Microsoft Mb-230 D365 customer service
Question #1
A company wants to streamline case resolution by providing agents with relevant knowledge articles.
Which feature supports this functionality?
A) Knowledge management integration
B) Service-level agreements
C) Routing rules
D) Email templates
Solution
Correct answers: A – Explanation:
Knowledge management integration surfaces relevant articles during case resolution, improving agent efficiency and customer satisfaction.
Question #2
A customer service manager wants to ensure cases are assigned based on agent skills and availability.
Which tool should be used?
A) Routing rules and workstreams
B) Email templates
C) Entitlements
D) Playbooks
Solution
Correct answers: A – Explanation:
Routing rules and workstreams enable intelligent case assignment based on agent skills, availability, and priority.
Question #3
A business wants to track customer satisfaction after case resolution.
Which feature supports this requirement?
A) Customer Voice surveys
B) Email templates
C) Service-level agreements
D) Knowledge base
Solution
Correct answers: A – Explanation:
Customer Voice surveys allow organizations to collect feedback and measure satisfaction after service interactions.
Question #4
A team needs to define escalation paths for unresolved cases.
Which feature should be used?
A) Service-level agreements (SLAs)
B) Email templates
C) Routing rules
D) Entitlements
Solution
Correct answers: A – Explanation:
SLAs define response and resolution timelines and can trigger escalations when thresholds are breached.
Question #5
An agent wants to access a unified interface with all relevant case details and tools.
Which workspace provides this experience?
A) Customer Service workspace
B) Sales Hub
C) Marketing Hub
D) Field Service mobile app
Solution
Correct answers: A – Explanation:
Customer Service workspace offers a unified interface for agents to manage cases, access tools, and collaborate efficiently.
Question #6
A company wants to offer support through multiple channels including chat and email.
Which feature enables this?
A) Omnichannel for Customer Service
B) Playbooks
C) Entitlements
D) Knowledge search
Solution
Correct answers: A – Explanation:
Omnichannel for Customer Service integrates chat, email, and other channels into a single agent experience.
Question #7
A service team needs to define what support is included for different customer tiers.
Which feature should be used?
A) Entitlements
B) Routing rules
C) Email templates
D) Email templates
Solution
Correct answers: A – Explanation:
Entitlements specify the level of support a customer is eligible for, based on agreements or tiers.
Question #8
A business wants to automate repetitive tasks during case resolution.
Which tool supports this?
A) Power Automate flows
B) Email templates
C) Routing rules
D) SLAs
Solution
Correct answers: A – Explanation:
Knowledge management integration surfaces relevant articles during case resolution, improving agent efficiency and customer satisfaction.
Question #9
A manager wants to analyze case trends and agent performance.
Which tool provides this insight?
A) Customer Service analytics dashboards
B) Email templates
C) Routing rules
D) Entitlements
Solution
Correct answers: A – Explanation:
Customer Service analytics dashboards visualize key metrics like resolution time, case volume, and agent performance.
Question #10
A company wants to ensure agents follow consistent steps during case handling.
Which feature enforces this?
A) Business process flows
B) Email templates
C) Knowledge articles
D) Entitlements
Solution
Correct answers: A – Explanation:
Business process flows guide agents through predefined stages to ensure consistency and compliance in case handling.
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