When agents open a case from the Inbox, they need a 'Customer Summary' tab to open automatically alongside the case tab. Currently, the case opens alone. What should you configure?

Configure the experience profile to add the Customer Summary to the navigation bar.

Instruct agents to open Customer Summary manually from the case ribbon.

Edit the session template used for case sessions to include an application tab template for the Customer Summary page.

Create a custom Inbox view that includes the Customer Summary as a column.

Fabrikam's agents want to see a list of their own active cases in the Inbox, but they also want to see a separate list of cases that are waiting on customer response. You need to provide both lists without requiring agents to switch views manually. What should you configure?

Create a personal view for each agent and share it with the team.

Create one custom view that combines both criteria using an OR condition.

Create a dashboard with two lists and set it as the default Inbox view.

Create two custom views and add both to the Inbox's view selector.

Which of the following is a key step when creating an experience profile?

Creating custom views for the Inbox

Selecting the session templates and application tab templates to include in the profile

Assigning security roles to the profile

Defining the routing rules for incoming conversations

A customer service manager wants agents to automatically see a customer's open cases, recent orders, and a knowledge article search pane every time they open a new session from an incoming chat. The agents should not have to manually open these tabs. What should you configure?

Create a session template with application tab templates for cases, orders, and knowledge search, and set it as the default for chat sessions.

Create a custom view in the Inbox that shows cases, orders, and knowledge articles, and assign it to the agents' security roles.

Create a new application tab template for cases and instruct agents to pin it to their session every time they start a chat.

Configure an experience profile that includes a dashboard with cases, orders, and knowledge search, and assign it to the agents.

What is the purpose of an application tab template in the Dynamics 365 Customer Service workspace?

To create custom views for the Inbox

To define the type of page or tool that opens in a tab within a session

To store customer interaction history for a session

To configure routing rules for conversations

Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate

Domain 2Objective 3

Configure the Copilot Service Workspace MB-230 Practice Questions (Page 3)

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 11–15

11application · medium
When agents open a case from the Inbox, they need a 'Customer Summary' tab to open automatically alongside the case tab. Currently, the case opens alone. What should you configure?
Select an answer first
12application · medium
Fabrikam's agents want to see a list of their own active cases in the Inbox, but they also want to see a separate list of cases that are waiting on customer response. You need to provide both lists without requiring agents to switch views manually. What should you configure?
Select an answer first
13foundation · easy
Which of the following is a key step when creating an experience profile?
Select an answer first
14application · medium
A customer service manager wants agents to automatically see a customer's open cases, recent orders, and a knowledge article search pane every time they open a new session from an incoming chat. The agents should not have to manually open these tabs. What should you configure?
Select an answer first
15foundation · easy
What is the purpose of an application tab template in the Dynamics 365 Customer Service workspace?
Select an answer first

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