Question 1
A Customer Service consultant must automatically create a case when a customer sends an email to [email protected]. Which Dynamics 365 Customer Service feature should be configured?
Correct Answer:
Record creation and update rules
Question 2
Which Dynamics 365 Customer Service capability lets agents see suggested knowledge articles surfaced by AI based on the case description?
Correct Answer:
AI suggestions for similar cases and knowledge articles (Copilot in Customer Service)
Question 3
Which security role grants full configuration permissions for the Customer Service Hub including SLAs, queues, and routing rules?
Correct Answer:
Customer Service Manager
Question 4
What does the timeline control on the Case form display by default?
Correct Answer:
Activities, notes, posts, and emails associated with the case
Question 5
Which configuration lets administrators add highlight cards (e.g., a callout summarizing case priority) to the timeline on the Case form?
Correct Answer:
Highlights setting in timeline component properties
Question 1
Exam overview

About this Exam

Prepare with the MB-230 Practice Questions - Microsoft Dynamics 365 Customer Service Functional Consultant Associate (MB-230) Exam practice quiz. This question bank includes 100 questions covering case, customer, feature, lets, and agents. Use it to review important concepts, identify knowledge gaps, and build confidence for the related exam, course, or assessment.

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MB-230 Practice Questions - Microsoft Dynamics 365 Customer Service Functional Consultant Associate (MB-230) Exam

This practice set contains 100 questions from the matching question bank and focuses on case, customer, feature, lets, and agents. Work through each question carefully, review the provided solutions, and revisit topics that need more study before your next attempt.

This is an independent study resource intended for practice and review; it is not an official examination or an endorsement by any organization named in the title.

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