MB-230 Exam & Free PDF Quiz 2026 Microsoft Microsoft Dynamics 365 Customer Service Functional Consultant Realistic Valid Exam Fee

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Free PDF Quiz 2026 MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant – High Pass-Rate Exam

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Microsoft Dynamics 365 Customer Service Functional Consultant Exam (MB-230) is designed for individuals who are interested in becoming certified in customer service management using Microsoft Dynamics 365. MB-230 exam validates the skills and knowledge required to configure and manage the Dynamics 365 Customer Service application, including implementing and managing cases, knowledge management, queues, entitlements, service level agreements (SLAs), and analytics.

Microsoft MB-230 Exam measures the candidate's ability to configure and customize Dynamics 365 Customer Service, manage cases, and knowledge management. MB-230 exam also evaluates the candidate's knowledge of integrating Dynamics 365 Customer Service with other applications, such as Power Apps, Power Automate, and Power BI. MB-230 exam consists of 40-60 multiple-choice questions, and the candidate is given 150 minutes to complete the exam.

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q194-Q199):

NEW QUESTION # 194
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.

Answer: A,C

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design- advanced-survey#add-the-unsubscribe-option-to-a-survey


NEW QUESTION # 195
You need to configure the system to meet the workspace requirements for case representatives.
Which role should you assign to case representatives?

Answer: D


NEW QUESTION # 196
You are a Dynamics 365 system administrator.
The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs.
You need to determine how SLAs on demand can be assigned.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

Answer: B,D

Explanation:
Apply SLAs on demand.
With the enhancements made to SLAs, you can now apply SLAs to records manually. You can also automatically apply SLAs to records based on your business logic by using workflows or custom plug-ins.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements


NEW QUESTION # 197
You are a Dynamics 365 system administrator.
The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs.
You need to determine how SLAs on demand can be assigned.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

Answer: B,D

Explanation:
Explanation
Apply SLAs on demand.
With the enhancements made to SLAs, you can now apply SLAs to records manually. You can also automatically apply SLAs to records based on your business logic by using workflows or custom plug-ins.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements


NEW QUESTION # 198
A company implements Dynamics 365 Customer Voice. The company sends out customer satisfaction surveys. The service team creates one survey from a blank project and others from a predefined project template.
When the company receives all the survey responses, a member of the service team must analyze the results.
The member must calculate satisfaction scores to help the service manager identify required efficiency changes for the department.
You need to determine which type of satisfaction metrics to use.
Which metrics should you use? To answer, drag the appropriate metrics to the correct scores. Each metric 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.

Answer:

Explanation:

Explanation:
Box 1: Net Promoter Score
Net Promoter Score (NPS): NPS is a metric used to measure customer loyalty. The score is calculated from the NPS-type question by using a scale from 0 through 10. The respondents are grouped as follows:
Detractors are those who respond with a score from 0 through 6.
Passives are those who respond with a score of 7 or 8.
Promoters are those who respond with a score of 9 or 10.
NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. The score is a number that can range from -100 to 100.
Box 2: Customer Satisfaction Score
Customer Satisfaction (CSAT): CSAT is a metric used to measure the level of satisfaction customers have with a product or a service. CSAT is measured by responses to rating-type questions. The CSAT score is calculated on a scale of 1 to 5. If you create a question on a scale other than 1 to 5, the CSAT score is normalized as per the 1 to 5 scale. This helps in comparing various CSAT scores.
Incorrect:
Sentiment: Sentiment is a metric used to identify customer sentiment toward a product or a service. Sentiment groups the responses to a text-based question as positive, negative, or neutral.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-voice/satisfaction-metrics


NEW QUESTION # 199
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