What is the purpose of an experience profile in the Dynamics 365 Customer Service workspace?

To manage the security roles and permissions of agents in the organization

To define a set of session templates, application tab templates, and other settings that tailor the workspace for specific user roles

To configure routing rules that determine which agent receives a conversation

To store customer preferences and interaction history for agents to view

Agents at Contoso want to see a list of cases that are 'On Hold' in the Inbox, but the default view does not include this status. You need to create a view that shows only 'On Hold' cases. What should you configure?

Create a personal view and share it with all agents.

Modify the default view to include 'On Hold' status.

Use the Inbox's 'Filter' button to apply a temporary filter.

Create a custom view with a filter for Status equals 'On Hold' and add it to the Inbox.

What is the primary purpose of a session template in the Dynamics 365 Customer Service workspace?

To set up routing rules that assign incoming conversations to agents

To store customer interaction history for compliance and auditing purposes

To create custom views for the Inbox to display relevant records

To define the layout and flow of a customer service interaction, including the tabs and panels that appear

A supervisor wants a dedicated Inbox view that shows only cases with priority 'High' that have been unassigned for more than 2 hours. Agents should be able to access this view from the Inbox dropdown. What should you configure?

Modify the default Inbox view to include only high-priority cases and share it with the team.

Create a custom Inbox view with conditions for priority equals High and created/updated time older than 2 hours, and publish it to the team.

Create an experience profile that includes a dashboard with high-priority cases.

Create a new session template that opens with a filtered list of high-priority cases.

Your organization has two agent teams: Tier 1 handles chat and email, while Tier 2 handles only escalated cases. Tier 1 agents need a simplified workspace with only chat and email channels, while Tier 2 agents need a full workspace with case management and knowledge search. You need to ensure each team sees the appropriate workspace when they sign in. What should you do?

Create two custom Inbox views, one for each team, and set them as the default views in the existing experience profile.

Create two application tab templates and assign them directly to the agents' user records.

Create one experience profile with all channels and session templates, and assign it to both teams.

Create two experience profiles, assign the appropriate session templates and channels to each, and assign each profile to the corresponding team's security roles.

Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate

Domain 2Objective 3

Configure the Copilot Service Workspace MB-230 Practice Questions (Page 1)

Part of the Configure representative experience and routing domain, which accounts for 25–30% of the MB-230 exam. Microsoft does not publish an official question count, but from its 100-minute exam (~40–65 total, ~10–20 in this domain), expect 3–7 from this objective — we provide 23 practice questions to prepare you well beyond it. (estimate)

23questions here

5free pages

5concepts

25–30%of the exam

Questions 1–5

1foundation · easy
What is the purpose of an experience profile in the Dynamics 365 Customer Service workspace?
Select an answer first
2application · medium
Agents at Contoso want to see a list of cases that are 'On Hold' in the Inbox, but the default view does not include this status. You need to create a view that shows only 'On Hold' cases. What should you configure?
Select an answer first
3foundation · easy
What is the primary purpose of a session template in the Dynamics 365 Customer Service workspace?
Select an answer first
4application · medium
A supervisor wants a dedicated Inbox view that shows only cases with priority 'High' that have been unassigned for more than 2 hours. Agents should be able to access this view from the Inbox dropdown. What should you configure?
Select an answer first
5application · medium
Your organization has two agent teams: Tier 1 handles chat and email, while Tier 2 handles only escalated cases. Tier 1 agents need a simplified workspace with only chat and email channels, while Tier 2 agents need a full workspace with case management and knowledge search. You need to ensure each team sees the appropriate workspace when they sign in. What should you do?
Select an answer first

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