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  3. MB-230

Microsoft MB-230 Exam (page: 8)
Microsoft Dynamics 365 Customer Service Functional Consultant
Updated on: 10-Mar-2026

Viewing Page 8 of 60
MB-230 PDF 430 Questions

You need to consider the underlined segment to establish whether it is accurate.
Routing rules must be used to automate the process of adding cases to a queue.

  1. No adjustment required.
  2. Business rules
  3. Business process flow
  4. Similarity rules

Answer(s): A



Your company makes use of Dynamics 365 for Customer Service. You are employed as an administrator.

You are required to configure an entitlement template for a standard support contract that allows for 40 hours of email support, as well as Phone as a premium service in allotments of 20 incidents.

Which of the following is TRUE with regards to the entitlement channel?

  1. It should be set to Email only.
  2. It should be set to Phone only.
  3. It should be set to Email and Phone.
  4. It is an unnecessary setting.

Answer(s): A


Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entitlements-templates



You work in customer support at you company.

You have been tasked with generating the entitlements for your clients in Dynamics 365 for Customer Service.

Which of the following actions should you take?

  1. You should configure business rules.
  2. You should configure a business process flow.
  3. You should configure entitlement channels.
  4. You should configure routing rules.

Answer(s): C



You are a Dynamics 365 for Customer Service manager.

You are preparing to configure queues for the purpose of managing support. After assigning teams respectively to a queue, you need to decide on the type of queue you are going to create.

You decide to create a Private queue.
Does the action achieve your objective?

  1. Yes, it does
  2. No, it does not

Answer(s): A


Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queues-manage-activities-cases



You are a Dynamics 365 for Customer Service manager.

You are preparing to configure queues for the purpose of managing support. After assigning teams respectively to a queue, you need to decide on the type of queue you are going to create.

You decide to create a Public queue.
Does the action achieve your objective?

  1. Yes, it does
  2. No, it does not

Answer(s): B


Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queues-manage-activities-cases



Viewing Page 8 of 60



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