[Jul 31, 2026] Free Microsoft Dynamics 365 MB-230 Official Cert Guide PDF Download [Q76-Q92]

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[Jul 31, 2026] Free Microsoft Dynamics 365 MB-230 Official Cert Guide PDF Download

Microsoft MB-230 Official Cert Guide PDF

Microsoft MB-230 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Manage cases and knowledge management	51-55%	– Configure Dynamics 365 Copilot for Service – Implement knowledge management 1. Integrate knowledge with cases and portals 2. Create and manage knowledge articles 3. Configure knowledge search and recommendations – Create and manage cases 1. Configure case types and statuses 2. Implement case routing and queues 3. Manage case hierarchies and relationships
Topic 2: Implement routing and work distribution	null	– Configure unified routing 1. Set up workstreams and queues 2. Define routing rules and decision trees
Topic 3: Implement scheduling	10-14%	– Configure service scheduling 1. Set up resources and resource groups 2. Define service activities and requirements 3. Implement scheduling rules and availability
Topic 4: Manage entitlements and service level agreements (SLAs)	15-19%	– Implement SLAs 1. Manage SLA calculations and pauses 2. Define SLA KPIs and timelines 3. Configure SLA actions and warnings – Configure entitlements 1. Associate entitlements with customers and cases 2. Define entitlement terms and restrictions
Topic 5: Implement Microsoft Power Platform integration	2-6%	– Integrate Power Apps and Power Automate 1. Create custom forms and workflows 2. Connect Customer Service with other apps
Topic 6: Implement Connected Customer Service	2-6%	– Set up IoT and field service integration
Topic 7: Manage analytics, visualizations, and insights	5-9%	– Create and manage dashboards and reports 1. Build custom dashboards and visualizations 2. Use out-of-box Customer Service reports – Implement Customer Voice surveys and feedback
Topic 8: Implement Customer Service multi-session experience	5-9%	– Configure Customer Service workspace 1. Set up app profiles and session templates 2. Integrate channels and productivity tools

NO.76 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.

NO.77 You use Dynamics 365 for Customer Service.
You need to merge cases.
What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.

NO.78 You are a Dynamics 365 for Customer Service administrator.
You need to categorize activities and cases by using queues.
How should you categorize each record? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

NO.79 You are an Omnichannel supervisor for a company.
The company wants to deploy an Omnichannel Insights dashboard.
You need to set up and monitor KPIs.
In which section is each KPI located? To answer, drag the appropriate sections to the correct KPIs. Each section may be used once, more than once, of not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.

NO.80 A customer has three cases in process and two cases for the current calendar year.
You need to determine how many cases the customer has left on their entitlement.
How many cases are left?

NO.81 You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.
You approve some articles and revert some articles to draft status.
For each action, what should you do next? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worthone point.

NO.82 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.

NO.83 You need to configure the settings to handle customer claims.
Which settings should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

NO.84 A company installs and services air filtration units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service.
Each regional location supports a specific geographic region. Installers and service technicians are dispatched from these regional locations.
You need to configure the system to optimize work scheduling.
How should you configure the system? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

NO.85 A company needs to publish knowledge base ankles.
You need to identify the process of publishing an article.
In which order should you recommend the actions be performed? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.

NO.86 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.

NO.87 You are using Dynamics 365 for Customer Service. You have existing routing rules.
You need to create a routing rule for cases and bulk-import cases.
Which actions should you perform? To answer, select the appropriate action in the dialog box in the answer area.
NOTE: Each correct selection is worth one point.

NO.88 A company uses Dynamics 365 Customer Service. The company connects chatbots to its Omnichannel configuration.
The chatbot does not escalate calls to agents.
You need to troubleshoot the chatbot issue.
In which order should you perform the actions? To answer, move all 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.

NO.89 You are an Omnichannel supervisor for a company.
The manager wants to improve response times and customer satisfaction.
You need to configure Omnichannel queues using standard functionality.
Which capabilities should you enable? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

NO.90 You need to decide which action is applicable in the SLA.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

NO.91 You are a Dynamics 365 for Customer Service administrator.
You need to implement queues to managecases.
Which queue types should you use? To answer, drag the appropriate queue types to the correct scenarios. Each queue type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE:Each correct selection is worth one point.

NO.92 You need to select which setting needs to be configured for each setup.
Which settings should you select? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.