Latest PDF of MB-230: Microsoft Dynamics 365 for Customer Service

Microsoft Dynamics 365 for Customer Service Practice Test

MB-230 test Format | Course Contents | Course Outline | test Syllabus | test Objectives

Candidates design and implement service management visualizations and reports provided by and in collaboration with the Solution Architect. Candidates collaborate with the Dynamics 365 administrator to implement and upgrade Power platform components, including knowledge base and Forms Pro.

Candidates must have strong applied knowledge meeting user needs through the Dynamics 365 Customer Service, including in-depth understanding of cases, knowledge base, queues, entitlements, Service Level Agreements (SLAs), visualizations, and Unified Service Desk.

Candidates should understand industry terminology, priorities, standards, methodologies, customer service operations, and best practices. Candidates should include a comprehensive understanding of the Customer Service application's role in relationship to the Dynamics 365 suite of applications along with a basic understanding of the solution architecture and quality assurance.

Perform configuration (25-30%)
Configure Service Management settings
May include but not limited to:
• describe process of record creation and update rules
• configure queues
• configure holiday schedule
• configure customer service schedule
• configure user work hours
• configure categories and subjects
• configure cases
• configure customer service security roles
• configure goal management components
• create routing rules
• configure services
Configure processes
May include but not limited to:
• configure custom business process flows
• implement business process flows from Microsoft AppSource
Create and configure customer service visualizations
May include but not limited to:
• configure customer service content pack for Power BI
• configure customer service dashboards
• design and create customer service charts
• execute and analyze customer service reports

Manage cases and the knowledge base (30-35%)
Create and manage cases
May include but not limited to:
• manage case list
• create and search for case records
• convert activities to cases
• perform case resolution
• implement case routing rules
• implement parent/child cases
• merge cases
• configure status reason transitions
Create and manage the knowledge base
May include but not limited to:
• configure entities for knowledge management
• link an article with a case
• use the knowledge base to resolve cases
• create and manage knowledge base article lifecycle
• create and manage knowledge base articles
• search for articles

Manage queues, entitlements, and SLAs (25-30%)
Create and manage queues
May include but not limited to:
• differentiate queue types
• add cases and activities to queues
• implement case routing
• configure entities for queues
• configure queue email settings
• configure record creation and update rules
Create and manage entitlements
May include but not limited to:
• define and create entitlements
• manage entitlement templates
• activate and deactivate entitlements
• renew or cancel an entitlement
• assign an entitlement to a case
Create and manage SLAs
May include but not limited to:
• determine SLA conditions
• define and create SLAs
• implement actions and details
• use SLAs on-demand
• manage cases with SLAs
• create and manage SLA items

Configure voice of the customer (15-20%)
Notice of planned skills update: In April 2020, Voice of the Customer skills and test questions will be replaced with Forms Pro skills and questions. Please prepare for your test accordingly.
Create surveys
May include but not limited to:
• create a theme and upload images
• add pages to a survey and personalize data
• identify survey question types
• add survey questions
• identify respondent types
• configure response routing
• configure survey scoring
• configure survey unsubscription options
Preview, test, and publish surveys
May include but not limited to:
• distribute survey link using email
• embed a survey in a web page
• clone, import, and translate surveys
Manage survey responses
May include but not limited to:
• summarize survey results
• determine report types
• implement workflow conditional logic for survey actions
• create business actions based upon survey responses

100% Money Back Pass Guarantee

MB-230 PDF sample MCQs

MB-230 sample MCQs

MB-230 Dumps
MB-230 Braindumps MB-230 test questions MB-230 Practice Test
MB-230 real Questions
Microsoft
MB-230
Microsoft Dynamics 365 for Customer Service
https://killexams.com/pass4sure/exam-detail/MB-230
QUESTION: 57
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer. You need to create a customer service satisfaction survey and embed it on a website. Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.
1. Copy the portal web link and paste it into your website.
2. Copy the URL from the Anonymous link field and paste it into your website.
3. On the Voice of the Customer survey, select Run in iFrame.
4. Copy the HTML code from the iFrame URL field and paste it on your website.
Answer: C, D
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-ofcustomer/ distribute-survey
QUESTION: 58
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer. You must display the question: Have you used the product before? If the response is Yes, you must display additional questions concerning the product. If the answer is No, you must display a different set of questions concerning other products. You need to select a survey feature to use. Which survey feature should you use?
1. Answer tag
2. Response routing
3. Piping
4. List of ratings
5. Basic
Answer: B
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of- customer/designadvancedsurvey# design-interactive-surveys-by-using-response-routing
QUESTION: 59
You send surveys to customers who have opened cases within the past month.
You need to send a summary of the survey results to individuals who do not have a Dynamics 365 license. What are two possible ways to achieve the goal? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.
1. Run the summary report. Export the report to Microsoft Excel. Send the Excel file to the users.
2. Run the survey summary report. Send a link to the report from within Dynamics 365.
3. Create a dashboard of the survey summary reports and share the dashboards with the users.
4. Create a view with the data, and then email a link.
5. Run the survey summary report. Print the report to a PDF file. Send the PDF file to the users.
Answer: A, E
QUESTION: 60
You are creating surveys for Voice of the Customer (VoC). You need to configure VoC to ensure that recipients can unsubscribe to surveys. Which two survey features should you use? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.
1. Add an Unsubscribe check box after each question.
2. Set the Allow unsubscribe setting to Yes.
3. provide users the option to unsubscribe from different features of the survey.
4. Configure the survey to display when Dynamics 365 customers receive email and enable the Unsubscribe option.
Answer: B, D
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of- customer/designadvancedsurvey# add-the-unsubscribe-option-to-a-survey
QUESTION: 61
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice
of the Customer (VoC). You need to ensure that VoC survey responses trigger an escalation in support. Which workflow should you use?
1. VoC � Process Survey Response
2. VoC � Close Survey Activity
3. VoC � Process NPS Response
4. VoC � Process Face Response
Answer: A
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of- customer/plansurvey
QUESTION: 62 HOTSPOT
You use Dynamics 365 for Customer Service administrator. You plan to create Voice of the Customer surveys. You need to determine which survey question feature is needed to complete the design of the survey. Which survey features should you use? To answer, select the appropriate survey type in the dialog box in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Exhibit
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of- customer/designadvancedsurvey
QUESTION: 63
You are creating a survey using Voice of the Customer. You need to embed the survey into a website and make it available to your customer. What should you do?
1. Create the website. Add the URL to the Dynamics 365 site in your website.
2. Create your Dynamics 365 portal. Display the Voice of the Customer page from within the main website page.
3. Create a webpage on the website. Add the URL to link the Voice of the Customer Questions from Dynamics 365.
4. Create an iFrame URL. Copy the HTML code to an iFrame in your website.
5. Add the iFrame URL to your website.
Answer: D
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-ofcustomer/ distribute-survey

Killexams VCE Test Engine (Self Assessment Tool)

Download Killexams-Exam-Simulator-3.0.9.rar

Killexams has introduced Online Test Engine (OTE) that supports iPhone, iPad, Android, Windows and Mac. MB-230 Online Testing system will helps you to study and practice using any device. Our OTE provide all features to help you memorize and practice questions Q&A while you are travelling or visiting somewhere. It is best to Practice MB-230 MCQs so that you can answer all the questions asked in test center. Our Test Engine uses Questions and Answers from real Microsoft Dynamics 365 for Customer Service exam.

Killexams Online Test Engine Test Screen

Killexams Online Test Engine Progress Chart

Killexams Online Test Engine Test History Graph

Killexams Online Test Engine Performance History

Killexams Online Test Engine Result Details

Online Test Engine maintains performance records, performance graphs, explanations and references (if provided). Automated test preparation makes much easy to cover complete pool of MCQs in fastest way possible. MB-230 Test Engine is updated on daily basis.

Simply study and remember these MB-230 MCQs questions

Our extensive and up-to-date Microsoft MB-230 genuine Q&A are crucial for successfully passing the MB-230 exam. We empower individuals to deepen their understanding of Microsoft Dynamics 365 for Customer Service Mock Exam, enabling them to pass with confidence. This makes our resources the perfect choice for advancing your career as a specialist within your organization.

Latest 2025 Updated MB-230 Real test Questions

Choose the Right Exam Questions Provider – Trust Killexams for Authentic test Prep Selecting an Exam Questions provider online requires careful consideration, as many platforms resell outdated material. To avoid wasting your valuable time and money, it is essential to choose a trusted and reputable source like killexams.com. Skip the hassle of endless research—simply visit killexams.com and get the 100% free MB-230 assessment test to assess the quality of our sample questions. If you are impressed with the content (and we know you will!), register for a 3-month account to unlock the most up-to-date and genuine MB-230 exam questions, featuring real test questions and answers. For the best preparation, enhance your practice with the powerful MB-230 VCE test Simulator, designed to mirror the real test environment. Why take risks with unreliable sources? Killexams guarantees accuracy, reliability, and success!

Killexams Review | Reputation | Testimonials | Customer Feedback

Preparing for the Microsoft MB-230 test was time-consuming, but Killexams.com resources kept me motivated. Their support helped me pass with a 97% score. I am incredibly grateful for their assistance.
Martin Hoax [2025-5-17]

I was amazed by how well Killexams.com prepared me for the MB-230 exam. The test simulator was incredibly realistic, and the questions matched what appeared on the real test. Even the trickiest subjects became manageable with their clear explanations. This is the only resource I needed to succeed.
Shahid nazir [2025-6-13]

Despite some complex MB-230 topics, killexams.com test questions and test simulator made comprehension straightforward, allowing me to answer all questions with ease. Their accurate and high-quality materials were unmatched, and I am thankful for their exceptional support.
Lee [2025-5-19]

More MB-230 testimonials...

MB-230 Exam

Question: Is there a way to pass MB-230 test without memorizing massive books?
Answer: Killexams has provided the shortest MB-230 questions for busy people to pass MB-230 test without memorizing massive course books. If you go through these MB-230 questions, you are more than ready to take the test. We recommend taking your time to study and practice MB-230 practice questions until you are sure that you can answer all the questions that will be asked in the real MB-230 exam. For a full version of MB-230 test prep, visit killexams.com and register to get the complete examcollection of MB-230 test test prep. These MB-230 test questions are taken from real test sources, that's why these MB-230 test questions are sufficient to read and pass the exam. Although you can use other sources also for improvement of knowledge like textbooks and other aid material these MB-230 questions are sufficient to pass the exam.

Question: Is test simulator included with MB-230 practice test?
Answer: Killexams MB-230 test simulator is an optional product and used to practice MB-230 test on a computer. If you have a computer with windows Os, it is the best software you can use to practice the questions. The latest and up-to-date MB-230 Q&A are included in the test prep. Complete MB-230 questions are provided in the get section of your MyAccount. Killexams provide up-to-date real MB-230 test questions that are taken from the MB-230 question bank. These questions' answers are Tested by experts before they are included in the MB-230 question bank. By memorizing and practicing these MB-230 test questions, you will surely pass your test on the first attempt.

Question: I have less number of questions in VCE than PDF, How to fix it?
Answer: You should write an email to support and write the details. Our support team will re-generate the test simulator that will include all the questions/answers that are in the PDF also. Some time PDF version is updated with the latest questions and test simulator re-generation is in the queue for the update. That's why you see fewer questions or different questions in the test simulator.

Question: Does Killexams guarantees its contents will help me at all?
Answer: Yes, killexams guarantees your success with up-to-date and valid MB-230 test test prep and a VCE test simulator for practice. These Q&A will help you pass your test with good marks.

Question: I want to pass complete certification track. Will I get special discount?
Answer: Yes, you will get an extra discount if you buy a complete certification track. If there will be several exams in the certification track, you will get a special discount on purchasing a complete certification track. Visit https://killexams.com/certification-tracks for all the certification tracks. If you do not find your required track, you can choose the exams individually for the complete track and get the certification track discount.

References

Frequently Asked Questions about Killexams Practice Tests

Do I need updated practice questions of MB-230 test to pass the exam?
Yes, sure. You need up-to-date MB-230 practice questions to pass the exam. Killexams.com provides real MB-230 test Q&A that appear in the real MB-230 exam. You should also practice these Q&A with an test simulator.

The test that I purchased is retired, What should I do?
If you found that the test that you buy is retired and you can not take the test anymore. You should contact support or sales and provide the test code and ask to switch to the test that you want. But the test you ask to setup should be on the test list at https://killexams.com/vendors-exam-list

Precisely same MB-230 questions in the real exam, Is it possible?
Yes, It is possible and it is happening in the case of these MB-230 test questions. They are taken from real test sources, that\'s why these MB-230 test questions are sufficient to read and pass the exam. Although you can use other sources also for improvement of knowledge like textbooks and other aid material these MB-230 practice questions are sufficient to pass the exam.

Is Killexams.com Legit?

Certainly, Killexams is hundred percent legit and also fully dependable. There are several capabilities that makes killexams.com realistic and respectable. It provides accurate and 100 % valid test dumps that contain real exams questions and answers. Price is very low as compared to the vast majority of services online. The Q&A are up-to-date on normal basis together with most accurate brain dumps. Killexams account set up and item delivery is incredibly fast. Document downloading is definitely unlimited and really fast. Aid is available via Livechat and E-mail. These are the characteristics that makes killexams.com a sturdy website that provide test dumps with real exams questions.

Other Sources

Which is the best testprep site of 2025?

Prepare smarter and pass your exams on the first attempt with Killexams.com – the trusted source for authentic test questions and answers. We provide updated and Tested practice questions questions, study guides, and PDF test dumps that match the real test format. Unlike many other websites that resell outdated material, Killexams.com ensures daily updates and accurate content written and reviewed by certified experts.

Download real test questions in PDF format instantly and start preparing right away. With our Premium Membership, you get secure login access delivered to your email within minutes, giving you unlimited downloads of the latest questions and answers. For a real exam-like experience, practice with our VCE test Simulator, track your progress, and build 100% test readiness.

Join thousands of successful candidates who trust Killexams.com for reliable test preparation. Sign up today, access updated materials, and boost your chances of passing your test on the first try!

100% Money Back Pass Guarantee

Back to List

Social Profiles

Microsoft Dynamics 365 for Customer Service Practice Test

MB-230 test Format | Course Contents | Course Outline | test Syllabus | test Objectives

100% Money Back Pass Guarantee

MB-230 PDF sample MCQs

MB-230 sample MCQs

Killexams VCE Test Engine (Self Assessment Tool)

Simply study and remember these MB-230 MCQs questions

Latest 2025 Updated MB-230 Real test Questions

Tags

Killexams Review | Reputation | Testimonials | Customer Feedback

MB-230 Exam

References

Frequently Asked Questions about Killexams Practice Tests

Is Killexams.com Legit?

Other Sources

Which is the best testprep site of 2025?

Important Links for best testprep material

100% Money Back Pass Guarantee

Social Profiles