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  1. Home
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  3. MB-230

Microsoft MB-230 Exam (page: 3)
Microsoft Dynamics 365 Customer Service Functional Consultant
Updated on: 28-Nov-2025

Viewing Page 3 of 60
MB-230 PDF 419 Questions

You need to consider the underlined segment to establish whether it is accurate.
A customer service manager requires the Append access level to add new entitlement templates for customer service representatives.

  1. No adjustment required.
  2. Organization
  3. Business unit
  4. Remove

Answer(s): B



You make use of Dynamics 365 Customer Service. You have recently acquired Omnichannel for Customer Service.

You want to make sure that the system automatically asks questions prior to the chat beginning.
Which of the following actions should you take?

  1. You should configure a pre-conversation survey.
  2. You should configure Customer Voice.
  3. You should configure a Teams channel.
  4. You should configure an SMS channel.

Answer(s): A


Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-pre-chat-survey



You make use of Dynamics 365 Customer Service. You have recently acquired Omnichannel for Customer Service.

You want to make sure that an agent is unable to view a client’s credit card data in a live chat.
Which of the following actions should you take?

  1. You should configure a business rule.
  2. You should configure a data masking rule.
  3. You should configure data encryption.
  4. You should configure a routing rule.

Answer(s): B


Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/data-masking-settings



You are employed as an administrator for your company’s Dynamics 365 for Customer Service environment.

You have been tasked with setting up Twilio SMS for the customer service division.
Which of the following is required for this configuration? (Choose two.)

  1. A Customer ID
  2. An Account ID
  3. An Auth Token
  4. An API Key

Answer(s): B,C


Reference:

https://neilparkhurst.com/2020/11/06/omnichannel-for-customer-service-twilio-for-sms/



You are employed as an administrator for your company’s Dynamics 365 for Customer Service implementation.

You are currently creating case dashboard. You want to make sure that the dashboard displays cases by priority.

Which of the following actions should you take?

  1. You should configure the use of a timeframe filter.
  2. You should configure the use of a priority filter.
  3. You should configure the use of a global filter.
  4. You should configure the use of a visual filter.

Answer(s): D


Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-dashboard#visual-filter



Viewing Page 3 of 60



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