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  3. MB-230

Microsoft MB-230 Exam (page: 5)
Microsoft Dynamics 365 Customer Service Functional Consultant
Updated on: 12-Jan-2026

Viewing Page 5 of 60
MB-230 PDF 430 Questions

You are a Dynamics 365 for Customer Service administrator.

You have been tasked with making sure that cases are automatically created for emails received by clients in possession of a support contract.

You have created an automatic record creation and update rule.
Which two of the following actions should you take NEXT?

  1. You should configure the rule to generate a case if a valid entitlement exists.
  2. You should configure the rule to send automatic email responses to customers when records are created.
  3. You should set the source type to service activity.
  4. You should set the source type to email.

Answer(s): A,D



You have been tasked with creating a phone call activity. You want to make sure that the activity appears on the case record timeline.

Which of the following is the field that should be modified during the process?

  1. Owner
  2. Regarding
  3. Attachments
  4. Notes

Answer(s): B


Reference:

https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/basics/add-phone-call-task-email-appointment-activity-case-record



Your company makes use of Dynamics 365 for Customer Service.

You mistakenly close a case that had assigned to you prior to your work being completed. You want to open the case to carry on working on it.

Which of the following actions should you take?

  1. You should create a new case based on the one that was accidentally closed.
  2. You should reactivate the closed case.
  3. You should reallocate the closed case
  4. You should create a new case and merge it with the closed case.

Answer(s): B



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

You are preparing to merge duplicate cases.
Which of the following is TRUE with regards to the state of the case and the status after these duplicate cases have been merged?

  1. The state of the case will change to Resolved and the state will change to Canceled.
  2. The state of the case will change to Merged and the state will change to Merged.
  3. The state of the case will change to Deleted and the state will change to Resolved.
  4. The state of the case will change to Canceled and the state will change to Merged.

Answer(s): D


Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-merge-cases



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

You have received articles that were created for a knowledge base from a reviewer.
Which of the following actions should be taken for articles that are approved?

  1. The approved article must be sent to the Manager.
  2. The approved article must be published.
  3. The approved article must be sent back for final edits.
  4. The approved article’s status must be changed to Active.

Answer(s): B



Viewing Page 5 of 60



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