Which of the following is a typical component of a custom view in the Inbox?

Session templates and application tab templates

Filter criteria and columns to display

Your company has a group of temporary agents who should only see the Inbox and a limited set of channels (chat only). Regular agents should see the full workspace with all channels and the knowledge search. You need to implement this without affecting the regular agents. What should you do?

Create a custom Inbox view for temporary agents and set it as the default for all users.

Create a new experience profile for temporary agents with only the chat channel and Inbox, and assign it to their security role.

Modify the existing experience profile to remove all channels except chat, and assign it to all agents.

Create a new session template for temporary agents that only opens chat sessions.

What is the primary function of the Inbox in the Dynamics 365 Customer Service workspace?

To manage knowledge articles and their publishing status

To configure routing rules for incoming conversations

To provide agents with a centralized view of their assigned work items and conversations

To store email messages sent and received by the organization

Agents report that the Inbox shows too many records, making it hard to find their assigned work. You need to reduce clutter so agents only see records that are assigned to them and are in an active state. What should you configure?

Configure an experience profile to hide the Inbox and use a dashboard instead.

Create a new session template that opens with a filtered list of records.

Create a custom Inbox view with filters for 'Assigned to me' and 'Status equals Active', and set it as the default view for the agents.

Modify the system default view to show only records with status 'Active' and assign it to the agents.

Which of the following can be configured to help agents manage and organize their work in the Inbox?

Custom views and sorting options

Session templates and experience profiles

Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate

Domain 2Objective 3

Configure the Copilot Service Workspace MB-230 Practice Questions (Page 4)

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 16–20

16foundation · easy
Which of the following is a typical component of a custom view in the Inbox?
Select an answer first
17application · medium
Your company has a group of temporary agents who should only see the Inbox and a limited set of channels (chat only). Regular agents should see the full workspace with all channels and the knowledge search. You need to implement this without affecting the regular agents. What should you do?
Select an answer first
18foundation · easy
What is the primary function of the Inbox in the Dynamics 365 Customer Service workspace?
Select an answer first
19application · medium
Agents report that the Inbox shows too many records, making it hard to find their assigned work. You need to reduce clutter so agents only see records that are assigned to them and are in an active state. What should you configure?
Select an answer first
20foundation · easy
Which of the following can be configured to help agents manage and organize their work in the Inbox?
Select an answer first

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