MB-230 sample questions

Question 1

A global e-commerce company, Adventure Works, is configuring Dynamics 365 Customer Service to manage customer inquiries from their online portal. They have a three-tiered support structure: Tier 1, Tier 2, and Tier 3. A new requirement states that if a Tier 1 agent cannot resolve a case within two business hours and the case priority is 'High', the case must be automatically escalated to a Tier 2 queue. The escalation process must also update a custom field on the case record named 'Escalation Timestamp' with the current date and time. Which component is the most appropriate and efficient for implementing this specific time-based escalation logic?

Accepted Answer

A Service Level Agreement (SLA) with an SLA KPI configured with a two-hour failure time and a failure action that runs a Power Automate flow to reassign the case and update the timestamp.

Answer

A real-time workflow that triggers on case creation, pauses for two hours, checks the priority, and then reroutes the case.

Answer

A business rule with entity scope that checks the case priority and uses a timed function to trigger the reassignment.

Answer

A routing rule set that is evaluated every hour to find high-priority cases older than two hours and add them to the Tier 2 queue.

Question 2

A financial services firm uses parent and child cases to manage complex client issues. A parent case is created for the main issue, and child cases are created for tasks assigned to different departments (e.g., Compliance, Underwriting). A new policy requires that a parent case cannot be resolved until all its associated child cases are resolved. Furthermore, when a parent case is created, the 'Customer' and 'Product' fields must be automatically copied to any new child case created from it. Where in the Customer Service Hub settings do you configure these two behaviors?

Accepted Answer

In the Service Configuration Settings within the Customer Service Hub app.

Answer

In the 1:N relationship mapping for the case entity.

Answer

Within a business rule applied to the case entity.

Answer

Using a Power Automate flow that triggers on child case creation.

Question 3

A customer service manager at Fabrikam Robotics wants to improve agent productivity by ensuring that knowledge articles are automatically suggested on case forms based on the case title and description. They also want to ensure that agents can provide feedback on the usefulness of articles and that this feedback is used to improve the knowledge base over time. Which THREE features must be configured and enabled to meet all these requirements? (Select THREE)

Accepted Answer

Enable Relevance Search for the Knowledge Article entity.

Accepted Answer

Add the Knowledge Search control to the desired case form.

Accepted Answer

Enable knowledge article ratings and feedback in the Customer Service Hub settings.

Answer

Create a custom Power BI dashboard for article feedback.

Answer

Configure a routing rule set for knowledge articles.

Answer

Set up a SharePoint integration for storing knowledge articles.

Question 4

You are configuring an Automatic Record Creation and Update Rule to create cases from incoming emails sent to a specific queue. The rule must only create a case if the sender is an existing Contact record in Dynamics 365. If the sender is unknown, no action should be taken. Which setting within the rule's configuration is used to enforce this condition?

Accepted Answer

A condition in the 'Specify Conditions for Record Creation' section that checks if the Email Sender (Contact) contains data.

Answer

The 'Create records for email from unknown senders' checkbox.

Answer

The 'Source Type' property of the rule.

Answer

A pre-condition step defined in a separate Power Automate flow.

Question 5

True or False: Once an entitlement is applied to a case, its remaining terms (e.g., number of cases or hours) are decreased immediately upon case creation.

Accepted Answer

False

Answer

True

Question 6

A hospital is using Dynamics 365 Customer Service for patient inquiry management. They need to configure a business process flow for patient complaints. The process must have a stage that can only be accessed by members of the 'Patient Advocacy' security role. All other users should be prevented from advancing the case to this stage. How can this security requirement be implemented within the business process flow editor?

Accepted Answer

This functionality is not available directly; a custom plugin is required.

Answer

Enable security roles for the business process flow and select 'Patient Advocacy'.

Answer

Add a workflow to the stage that checks the user's security role before allowing entry.

Answer

Use a business rule to show or hide the stage based on the user's role.

Question 7

A service manager notices that many similar cases are being created for a recurring product issue. To streamline the process, the manager wants to create a template that agents can use. This template should pre-populate the case title, subject, and a default knowledge article. Which feature should the manager use to create this reusable case template?

Accepted Answer

Case Template

Answer

Business Rule

Answer

Case Resolution Dialog

Answer

Article Template

Question 8

A company has two separate queues for handling email inquiries: 'Standard Support' and 'Premium Support'. A routing rule set is configured to route cases to the 'Premium Support' queue if the associated contact's service level is 'Gold'. All other cases are routed to 'Standard Support'. A new email arrives from a contact with a 'Gold' service level, and a case is created automatically. However, the case remains in the default queue and is not routed. The system administrator confirms the routing rule is active. What is the most likely cause of this issue?

Accepted Answer

The automatic record creation rule did not set the customer field on the case.

Answer

The 'Premium Support' queue's mailbox is not enabled.

Answer

The owner of the routing rule does not have permission to read the Contact entity.

Answer

The case was created by a workflow, which bypasses routing rules.

Question 9

Case Study: Northwind Traders Financials

**Company Background**
Northwind Traders Financials (NTF) provides wealth management services to high-net-worth individuals. They use Dynamics 365 Customer Service to manage client requests, which are logged as cases. Service quality and responsiveness are critical to their business model.

**Current Situation**
NTF offers two tiers of service: Platinum and Gold. Platinum clients have a guaranteed 1-hour first response time and 4-business-hour resolution time, 24/7. Gold clients have a 4-business-hour first response and 24-business-hour resolution time during standard business hours (9 AM - 5 PM, Mon-Fri). The company has service centers in New York (EST) and London (GMT), each with its own holiday schedule. Cases from Platinum clients must be routed to a dedicated 'Platinum Service Queue' immediately upon creation.

**Requirements**
1. The system must accurately track SLAs for both Platinum and Gold clients, respecting their different service hours and holidays.
2. Timers on case forms must be clearly visible to agents, showing time remaining for both first response and resolution.
3. If a Platinum client's case is approaching its resolution SLA (within 30 minutes of failure), an email notification must be sent to the Service Director.
4. The solution must use standard Dynamics 365 features with minimal custom code.

**Question**
To meet all the specified requirements, which combination of configurations is required?

Accepted Answer

Two Enhanced SLAs (Platinum, Gold), two customer service calendars (24/7, 9-5), two holiday schedules (NY, London), and one routing rule set.

Answer

One SLA, two entitlements, two customer service calendars, and two holiday schedules.

Answer

Two SLAs (one Enhanced, one Standard), two entitlements, one customer service calendar, and a routing rule.

Answer

One Enhanced SLA with branching conditions, one 24/7 customer service calendar, and a Power Automate flow for notifications.

Question 10

A user is attempting to merge two case records. The primary case is Case A, and the subordinate case to be merged is Case B. Case B has an active SLA timer running. What happens to the SLA timer from Case B after the merge operation is completed successfully?

Accepted Answer

The SLA timer from Case B is cancelled, and Case B's status is set to 'Cancelled'.

Answer

The SLA timer from Case B is transferred and continues to run on Case A.

Answer

The SLA timer from Case B is paused, and its status is set to 'On Hold'.

Answer

The merge operation fails because a subordinate case has an active SLA.

Top vendors

Top exams

Free MB-230 sample questions

True or False: Once an entitlement is applied to a case, its remaining terms (e.g., number of cases or hours) are decreased immediately upon case creation.

A user is attempting to merge two case records. The primary case is Case A, and the subordinate case to be merged is Case B. Case B has an active SLA timer running. What happens to the SLA timer from Case B after the merge operation is completed successfully?

10 more free samples are waiting